Propuesta de mejoramiento de los tiempos de espera para restaurantes de comidas rápidas de Cali mediante la metodología Design Thinking

Abstract

An investigation was carried out in the city of Cali to evaluate customer service wait times and perception in fast food restaurants. The Design Thinking methodology was used to propose a solution to improve wait times in these establishments. The main issue identified in these restaurants was prolonged wait times, which affects both customer satisfaction and business profitability. The research presented some limitations, such as the difficulty in obtaining a representative sample and the reluctance of restaurant owners to provide information. Despite this, it was found that reducing wait times has positive social impacts, such as improving the customer experience, employee quality of life, and business profitability. Additionally, a positive environmental impact was identified by reducing the amount of energy and resources used in food production and decreasing emissions of polluting gases. On the other hand, a positive economic impact was found in terms of increased sales, reduced operating costs, and improved brand image. To achieve a reduction in wait times in fast food restaurants, a technology-based solution was proposed through the use of a digital platform that allows customers to place orders and make payments online before arriving at the establishment. A financial analysis was conducted, showing that this solution is viable and profitable for restaurants. In conclusion, the research found that reducing wait times in fast food restaurants has a positive impact on various aspects, and the proposed solution is an effective tool to achieve this goal.