Wednesday, March 29, 2006

Self-serve the new quick-serve?

Industry trends towards self-service at fast food restaurants may soon force the industry to reconsider the moniker 'quick-service restaurant' and replace it with 'self-service restaurant.' More and more plans are becoming apparent within the industry that seem to indicate this transition. We reported here on the self-service kiosk at a KFC/Taco Bell in North Carolina last month and on the introduction of the self-serv kiosks in November. Subway and Arby's have also experimented with self-service.

A National Restaurant Association representative said self-service "will lets consumers feel more in control because they're getting exactly what they ordered. Businesses can deploy the staff elsewhere and refocus on speeding up order delivery." But we're not really expected to believe that this trend won't cut into employment rolls are we? As for the consumer, I can see where it would be an improvement with regard to the reliability factor.

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