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Unformatted text preview: the vice president of engineering at KFC, explained. “We are aligned as a team to support this
industry.” One of the most important goals they held in common was the redesign of kitchen equipment so that less money needed to be
spent training workers. “Make the equipment intuitive, make it so that the job is easier to do right than to do wrong,” advised Jerry Sus, the
leading equipment systems engineer at McDonald’s. “The easier it is for him [the worker] to use, the easier it is for us not to have to train
him.” John Reckert — director of strategic operations and of research and development at Burger King — felt optimistic about the benefits
that new technology would bring the industry. “We can develop equipment that only works one way,” Reckert said. “There are many
different ways today that employees can abuse our product, mess up the flow… If the equipment only allows one process, there’s very little
to train.” Instead of giving written instructions to crew members, another panelist suggested, rely as much as possible on photographs of
menu items, and “if there are instructions, make...
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This note was uploaded on 02/25/2014 for the course MGMT 120 taught by Professor Litt during the Spring '08 term at UCLA.
- Spring '08