QSR TECHNOLOGY
challenge has always been how to use that data. “Traditional BOH
equipment, such as fryers and grills have already seen significant innovation, so now the industry’s focus is shifting toward improving efficiency across the operation value stream and connecting it to customer needs,” says Paul Hanniffy, SVP DES & Equipment & Asset Procurement at Restaurant Supply Chain Solutions, LLC. “Te industry has been striving for connectivity, and now, people are making the right decision to have a back-of- house server, not just a PC, and to put in state-of-the-art POS, mobile apps and digital aggregators at the front end. We are finally at a tipping point where connectivity is no longer a concept, it’s becoming a reality.” Tat connectivity is driving
more automation and better predictions about demand. Forecasting can provide better insight into what food is ordered, when and by whom, so there is an opportunity for
upselling and better inventory management. Furthermore, that data can be used via more interactive kitchen display systems at each workstation, providing clear instructions for each worker on what to do and how to do it. Tose workers remain
important in the QSR sector, despite the high cost of labor and drive to automate many tasks in the kitchen. Many initiatives are focused on making their jobs easier and more efficient, rather than reducing the need for people. “Te QSR segment
is one of real evolution, from automation in the kitchen – Flippy robots and automated dispensing systems – to advancement in ordering technology, like kiosks, mobile apps, and pick up lockers,” says Ryan Catarozoli, director of key accounts at equipment manufacturer Hatco Corporation. “One trend is the reduction of labor, which isn’t about replacing existing labor, but trying to be more efficient
“People are making the decision to have a back of house server and to put in state-of- the-art POS, mobile apps and digital aggregators at the front end”
with the current workforce because operators can’t find enough staff. A secondary focus is customer experience – giving customers the options they want, such as online or mobile ordering.” “One of the great
misconceptions is that tech exists to replace human beings,” adds Klein. “Where that happens it typically does not work. Labor is getting more expensive all the time, so you need to change the mix and pay people to do more than punch in orders. So, you can enable ordering through
New technologies are implemented to aid, not replace, human labor
44
digital menus and let people focus on customer service.” Moving people to different
roles opens up a space for automation of many tasks. Combi ovens with pre- programmed menus and cook times, automatic fryers, cookers with conveyors and optical recognition systems that can select the right program for the meal detected by the camera – all are on the horizon or are already in use. Furthermore, AI and
robotics are already being deployed in QSR settings for tasks such as order-taking, food preparation, and delivery. Robotic food preparation, best exemplified by the Flippy robot from Miso Robotics, is one avenue of development. Indeed, chains like White Castle already use it to automate frying tasks with consistent results. Sweetgreen’s Infinite Kitchen uses robotic arms to assemble salads and bowls, with human staff adding the final touches. Chipotle also uses a robot to streamline avocado processing to make guacamole.
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