Computer Manages Restaurant Workers 381
9x320 writes "The chicken restaurant chain Zaxby's has started to use computers with software by Hyperactive Technologies to direct employees what to do and when to do it, and to decide how many should come to work. The computer works through the use of sensors, analysis of historic data, and touchscreens. The article compares the software to that in a science fiction novel published only just a few years ago, except the computer, Manna, also carried a voice synthesizer."
I for one... (Score:2, Funny)
Re:I for one... (Score:5, Informative)
As Scotty said in Star Trek 3: "The more complex the plumbing, the easier to clog the drain." Ahh, matey, I welcome our computer overlods for a very different reason.
Re:I for one... (Score:2)
Wow...now grant it, I've been out of the restaurant business for a LONG time, but, do they really have electronic readouts for the bartenders to make drinks from?
I've never seen this in any bars I go to...most of them seem to know a large number of recipes. I remember having to memorize a good number of them back in the day, and we had the old manual 'guide' we used for the oddb
Re:I for one... (Score:3)
Well, the aspiring bartenders, at least...
Cool. The world's gone mad, as the parent is describing precisely this.
Re:I for one... (Score:3, Funny)
How about "All your bouillabaisse are belong to us"?
Mindless work? (Score:2)
Re:Mindless work? (Score:4, Insightful)
Re:Mindless work? (Score:2)
Re:Mindless work? (Score:2)
WTF? How right can you do a goddamn chicken salad!? It's SALAD okay? Throw some chicken on some goddamn greens and give it to me. But no, when salad becomes zalad
The next sequel... (Score:2)
The matrix is breaking down today. (Score:2, Funny)
Even in high school... (Score:2)
Someone please page me when they create a Hyperactive Bob that functions as a CFO. It would really help with the predictability of workflow.
Hey (Score:5, Funny)
Re:Hey (Score:3, Insightful)
Mmmm..Yeah.. (Score:5, Funny)
Error: Need. More. Flair. (Score:5, Funny)
You currently have: 16
?You are member of subset "Always Do Minimum"? (Y/N)
Re:Error: Need. More. Flair. (Score:2, Informative)
Re:Error: Need. More. Flair. (Score:2)
Re:Error: Need. More. Flair. (Score:2)
So thats where... (Score:2)
Great... (Score:5, Insightful)
We don't need this kind of heavy-handed management, we need more people who can manage and work with their company's talent - just not tell them to move around, and generally act like robots.
I'd imagine that some chains WILL adopt this technology, but people will not take it well to be ordered around, hired and fired, and generally live their lives around the whims of some computer program.
Management is more than telling people what to do, and when to do it - you need to act as a leader as well as a stablizing force in the workplace. A PC running this slave-driver software does neither.
Re:Great... (Score:5, Funny)
End sarcasm. Get a grip on reality. Fast food service is nothing but robotic work already, and that's the way the chains like it. If you don't want to be a robot, get a job somewhere else.
Re:Great... (Score:3, Interesting)
I hate to break it to you, but the reason that it's so robotic isn't because the chains like it that way, it's because customers prefer it that way.
One of the reasons that fast food chains were so popular in the beginning was because the food was prepared the same way no matter where someone went. It might not have been the greatest food on earth, but it was consistent. It's much the same way today - otherwise, why
Re:Great... (Score:3, Interesting)
I rarely eat fast food....hell, I rarely eat at chain restaurants, but, have more in the past year due to being displaced by katrina. In New Orleans, you have a far larger number of locally owned restaurants...and though there are some chains...they are local chains. I lived near Lakeview...and there wasn't a McD's for miles from me.
Anyw
Re:Great... (Score:3, Informative)
Burger King, Wendy's and Subway - all make considerable money by offering food that *isn't* handled in a robotic way. Your beliefs are warped by working at McDonalds, which makes its money on absolute conformity and discourages special orders.
Re:Great... (Score:5, Interesting)
Talent? We're talking about fast food here.
The only reason they have people working in the back of a McDonalds/Zaxbys/whatever is because people are cheaper than machines. It's tough to program a robot to assemble burgers effeciently (dealing with mis-shapen patties, etc.).
The only reason that any of those people have jobs is because the cost of the machine that would replace them, costs more than the stream of cash that they're paid. (That is to say, the present value of the income stream which is their salary, is less than the upfront purchase cost plus maintaince costs of a machine.)
When machines get better at doing things, so that they're the cheaper option, they do the jobs instead of people.
What's ironic here is that it's the manager's job that's being computerized before the burger-boy's one.
Re:Great... (Score:3, Insightful)
That doesn't surprise me at all. So many places (and I don't mean just fast food) practice "management-by-binder" that having a manager that can actually think on their feet is considered a liability to them. Its a easy leap to replace the manager/binder with a computer terminal. The trouble with this method is that the people writing the binders usually haven't ever worked in the stores and have no exp
Re:Great... (Score:2)
RTFA. You're over-reacting, not to mention a complete moron.
This isn't about hiring or firing. It's about logistics. Computers can analyze historical data and trends much faster than a human ever could. It can make decisions about what foods need to be cooked and how much to satisfy demand, decrease
Re:Great... (Score:5, Interesting)
Our assistant pastor explained this to me, his weekday job was managing a Wendy's. I remarked that was a strange choice for a man with his seminary education. He replied not at all, that to his way of thinking, it was mainly a ministry to his employees. Although his Wendy's was at least as good as any other Wendy's, he had hired quite a collection of people who needed a second, third, or fourth chance. It was all people skills, and practically nothing an MBA would want to get involved with on a daily basis.
Seriously (Score:2)
Is managing a fast food restaurant so hard that you need a computer to do it for you? Worked in a few -- not rocket science. It's an interesting idea to use trend analysis and inventory control to map out ordering and control costs by managing employees time, but I think it's wasted on the fast food industry. Now if Ford or Boeing or even my local supermarket chain were using it, that would be interesting.
Re:Seriously (Score:3, Funny)
To me this just screams corporate snafu. I can hear the boardroom conversation right now:
"Holy cow Bob, we're getting zillions of complaints about our extremely slow food process, should we tell the workers it's okay to put a little extra chicken in the fryer during lunch rush?"
"WHAT?!? Our customers depend on our promise to
Re:Seriously (Score:2)
So what's the solution? Obviously it can be done...Other fast food places manage it without going the McDonalds "All parts of your food were assembled in Malasia" route. But they've got a decent sized business, and they'
Re:Seriously (Score:5, Insightful)
For things that a computer cannot handle, such as dispute resolution or angry customers - a change in policy allowing employees a bit more latitude in handling customer complaints or a centralized number for disgruntled customers to contact would handle quite a bit. For disputes, a single trained mediator could handle disputes arising across a wide region. To keep employees from slacking off too much, random inspections (but at least once a week) could be done - someone goes into a place and spends an hour going over a checklist.
From an expense standpoint, this would also be cheaper - no manager salaries, no assistant manager salaries. From an employee standpoint, this would be a win: service employees would be able to take a more direct approach to handling customer issues, and would need to spend less time dealing with stupid dictator manager-guy at what is already a shit job.
Personally, I think this is exactly the kind of place to do this.
Re:Seriously (Score:3, Insightful)
A meat manager can look at the hostage standoff going on a block away, and realize that he's going to need to call someone in, as hungry cops, reporters, and rubberneckers will certainly be filling the place up. The same thing applies to anything that breaks the day/week/month/year pattern. There is contruction on the other side of the street, so you get twice as much traffic because no one can
Re:Seriously (Score:2)
With regard to the supply checking issues - actually, I would trust the minimum-wage fry-cook because things not being in good order will make his life more difficult.
Honestly, I think much of the reason staff at these places are so bad is because they're micro-managed. Give them a l
Re:Seriously (Score:2)
As to whether it's appropriate for a fast food restaurant, look at it this
Didn't work in 1998 (Score:5, Interesting)
All the past data and statistics will not prepare you for the shopping frenzy that occurs when a thunderstorm hits. I recall 20-30% increase in customer volume when the weather was poor. That's just one outside factor... the software maybe able to account for that by checking the weather forecast, but it can't account for other factors like a show being canceled on TV, or a construction detour increasing or decreasing customer volume.
I say it didn't work in 1998, I highly doubt it'll work in 2006. The problem cannot be defined as a formula, and until it can, no computer will be able to solve it.
Re:Didn't work in 1998 (Score:5, Interesting)
Re:Didn't work in 1998 (Score:5, Interesting)
This system only removes the human element from the up front scheduling task, but it doesn't replace the shift manager position, there is still a person running things who can make decisions for rare cases.
No software out there is capable of predicting work conditions as well as someone who has experience.
Except that software and hardware have come a long ways since the mid 90s, and with proper "training" by an experienced manager the system could be taught the "intuition" that person knows, and do things like you suggested - monitoring weather and scheduling appropriately. Blizzard predicted this week? Past register data shows a 45% increase in customers starting 36 hours before the storm, better add 2 extra employees etc. Prediciton will never be 100%, but then, it's not with a human manager either, and if they really need another employee for some reason, the manager can still pick up the phone himself.
Re:Didn't work in 1998 (Score:2)
A computer can come up with a rational base schedule, at least as well as a human. It takes some programming, but it's not that hard a problem. (I've done it, for a situation which needed a set number of people on at all times.)
I wouldn't turn it completely over to the computer at this point: they'll have trouble when something unexpected happens, but handing the grudge work over to the computer and having a human as backup who
Re:Seriously (Score:2)
Now, any business worth its salt, particularly one that deals in perishables, has automated or semi-automated systems for managing a supply chain, and helping to ensure that the right amount of inventory is kept on-hand at various places. A big fast food restaurant pr
Re:Seriously (Score:2)
Well, if that's so, wouldn't it be easier to replace all those freckle-faced kids with the Burger-Flip-O-Matic and take humans completely out of the equation? I remember Harry Harrison wrote about that in his Stainless Steel Rat stories.
Advanced, but nothing new (Score:2)
Re:Advanced, but nothing new (Score:2)
This innovation seems to take the human manager out of the equation entirely.
And if my experience in fast food taught me anything, perhaps that's a good thing!
Very scary (Score:4, Interesting)
Re:Very scary (Score:2)
So... where can I buy stock in the Australia Project?
This is a wonderful idea (Score:5, Insightful)
One of the problems with managers is that they are human and thus irrational. The computer will not play solitaire and go golfing instead of developing the end-year financials. It will not continually direct the weakest employees to the most critical jobs. Hell, it will probably be smart enough not to schedule the weakest employees on the businest days, which would be a fucking miracle compared, apparently, to most fast-food managers. It wouldn't schedule people for a training shift on those days, either.
By all means, let the computer run the people in this case. The people are mostly doing jobs that computer could do better anyway. McDonalds uses french-fry making robots in its busiest locations and they knock the humans right out of the box. The only reason they don't use them everywhere is that they're expensive to install and probably to maintain whereas when part-time workers get sick or sloppy you just shitcan them and bring in another underachiever. Regardless, sooner or later the only people actually working in fast food will be truck drivers and machine repairmen.
Re:This is a wonderful idea (Score:2)
I agree. It may be that the smartest thing for McDonalds to do, is launch a nuclear strike against Burger King. Irrational human managers may not understand how the benefits of nuclear war exceed the costs, but a computer can weigh the factors in a detached manner and come to the most logical conclusion.
Re:This is a wonderful idea (Score:2)
McDonalds vs Burger King - Result: Annihilation
McDonalds vs Wendys - Result: Annihilation
McDonalds vs Taco Bell - Result: Annihilation
McDonalds vs Pizza Hut - Result: Annihilation
Conclusion: The only winning move is not to play.
Re:This is a wonderful idea (Score:2)
Lets see.... Start menu... Programs... Accessories... Games.... What's this, SOLITAIRE?
Nope, don't trust it.
Re:This is a wonderful idea (Score:3, Insightful)
I
Re:This is a wonderful idea (Score:3, Insightful)
Re:This is a wonderful idea (Score:2, Interesting)
I always wondered if there were other automated things at McDonalds and now I know.
Bad things are afoot (Score:5, Funny)
Overheard behind the counter: "I'm sorry Bob, I can't allow you to jeopardize the restaurant. This conversation can serve no useful purpose. Goodbye."
Asimov didn't write his laws for customer service (Score:3, Funny)
What, no breakfast at 11:30? I demand to speak to your manager!
I don't think you want--
I'm the customer, I'm always right, and I get speak to your manager now!
Okay, but I warned you...
BEEP BEEP FREE BEATINGS FOR MEAT BEINGS
Suddenly 'Hoboken, NJ versus Giant Robot' gets a lot funnier.
Re:Asimov didn't write his laws for customer servi (Score:2, Insightful)
1. The franchisee is always right.
2. The use of burgers must be done in the most efficient manner possible, so long as this does not conflict with Rule #1.
3. The customer is always right, so long as he does not conflict with Rules #1 & 2.
Really, any laws could be inserted in Rule 1 and 2, but "The customer
Re:Asimov didn't write his laws for customer servi (Score:2, Insightful)
The robot would have to practice self defense when the customer attacks it.
Comment removed (Score:4, Interesting)
too bad (Score:2)
Sweet! (Score:2)
What goes around...
old news (Score:2)
PCs don't see that Big bus full of seniors... (Score:2)
I wonder how many of these chains that measure "efficiency" only by the number dollars spent on employees also bother to measure customer dissatisfaction and the number of people who look at a line up of fifteen people at
The answer is right there (Score:2)
Plus they know you'll go home, watch some American Idol, and in the process you'll forget your Slashdot musings about how stupid their management is in hiring so few employees, and then come back to them another day.
BTW American Idol trials started yesterday! Politics be damned, I've got to watch Simon be a grade-A jackass again! Isn't apathy fun!
Yeah... (Score:2)
Orders (Score:2)
Re:Orders (Score:2, Funny)
I can't wait till the kiddiez get in (Score:2)
Fast forward a few years when the employees have finally been conditioned to obey their computerized 'manager' without question.
Bored 13 year old roots Zaxby's and displays a simple message on the "manager"'s CRT: "Piss on the grill or you're fired!".
The real website, "Humans not Included", is scary. (Score:5, Informative)
Getting past the blogodreck, the real website of Hyperactive Bob [gohyper.com] is scary. "Managing Chaos (Humans Not Included)". This is a robot scheduling and control system from CMU, originally developed to manage groups of robots in factories. In this application, people are substituted for the robots to lower costs. Really. "The kitchen is quiet with Bob", because employees no longer need to talk. "80% reduction in training costs" for kitchen staff.
The system (which is physically a PC, some cameras, some touchscreens, and a link into the POS system) takes about two days to install. Then it watches everything for two weeks, while it learns the customer and staff patterns.
Then it takes over.
People should work. Machines should think.
Re:The real website, "Humans not Included", is sca (Score:2)
I.. (Score:2)
I, for one, welcome our new computer overlords. Seriously, I am a slave to my computer. I would do what it tells me to do within legal limits.
You will all be replaced by shell scripts (Score:2)
Fast Food (Score:2)
My favorite was when the outdoor freezers broke (in the middle of winter). The store manager decided that rather than leave the food in the broken freezer (in the dead of winter) that he would have the crew (me) bring all of the food inside. The reasoning was that once you bring in things like hamburger buns, you put a sticker on them that says they are good for X days. Of course, nobody could explain to hi
Re:Fast Food (Score:2)
Bringing the food in assured that it would be maintained at a regulated (albeit higher) temperature by the store's cli
Bob and Eliza, sitting in a file system tree (Score:5, Funny)
That's when ELIZA [wikipedia.org] takes over. Simply diect the customer to the nearby terminal.
>HELLO CUSTOMER
>is this the manager?
>WHY DO YOU THINK THIS IS THE MANAGER?
>my frys were cold and I paid for this crap
AND WHY DO YOU THINK YOU PAID FOR THIS CRAP?
>i wanted hot firies but they was cold dammit!
>AND WHAT ELSE DO YOU THINK IS COLD DAMMIT?
w00t!! (Score:5, Funny)
Doesn't matter to me... (Score:2, Informative)
3 Laws? (Score:2, Interesting)
Drat! Screwed again! (Score:5, Funny)
Screwed again.
Paging Mr. Asimov (Score:3, Insightful)
Fortunatly, it's a long way off before that level of sophistication will exist, so at least I'll be dead. Still, I do sort of wish I could watch the outcome.
Predicting staffing needs (Score:3, Interesting)
Sales in a restaurant are semi-predictable in normal weeks
Thanksgiving is defined to occur on a the fourth Thursday in November (in the U.S.), so the before and after spike in sales (and choosing to close the restaurant on Thanksgiving Day itself) can be predicted. Of course, Thanksgiving in Canada is a different day
Christmas Day is always on December 25, but it falls on Monday, this year, Tuesday in 2008, and so it
Easter always falls on a Sunday, but it drifts as much as a month. If your restaurant always closes on Easter, then it becomes easy, but that is not an option for family buffet restaurants.
Superbowl always falls on a Sunday, an tries to be on the same day each year, but it has drifted in the recent past, so it can be as hard to figure out as Easter.
Then there are the one-off special events that no one can predict. What computer could predict that Thursday, May 14, 1998 was going to be one of the highest sales day of the entire year for every U.S. pizza delivery chain? Thursdays are not as "dead" as Tuesdays, but they rarely if every compare to the sales on a Friday night.
That particular Thursday, however, was the day that the series finale of Seinfeld premeired.
If they have figured out how to predict the "Seinfeld"
computers already used... (Score:4, Informative)
Anyways, I was responsible for scheduling for a year. Each employee had about 20 parameters you could enter, which included tasks that they could do, and a rating of their ability. However filling these fields in is more difficult than you think--for one, how an employee works when the manager is around is much different than how he works the rest of the time. Also, unless they assign one person to spend 40 hours a week observing people, it is impossible to get objective scores for any task. If you have 3 hours a week to make the schedule, with 80 employees, you don't have such time.
The other half of the problem is that sales volumes (kept track of by the POS system) only tell half of the story. Were the sales low because only 2/3 of the necessary 21 staff were scheduled? Well, the computer will schedule only 10 next time. Two employees can never work with each other without getting into a major screaming match and catfight--the computer does not have a way to set this criteria. Of course, you can build a system that takes many more inputs, and has overrides for special cases, like telling it that you got completely screwed due to lack of staff, but then these will just be abused by individual management to their own ends--a computer isn't a very good lie detector, and can't tell that Jeremy keeps pushing the panic button so that the next week he can sit around in the office with three of his employees (who are the only friends he has) and make straw swords with which to re-enact episode 2.
Computers are also pretty bad at phoning people on the day when 5 people called in sick (usually when there's some major attraction in town for the weekend, or it's a really nice sunny day) to find replacement workers. It's hard for a computer to appeal on an emotional level without making threats -- "Come in, or you're fired!" rarely works, making false promises does.
Finally, it's pretty damn hard to fire a $100 000 computer for being a complete moron of a manager. Humans are accountable because they usually have bills to pay, family that depends on them, etc. What are you going to do, sue the software vendor who made you sign a 20 page disclaimer first?
Re:That's great and all... (Score:5, Insightful)
When I worked at a Sonic Drive In [sonicdrivein.com] in 1985-6, we teens weren't any less lazy than the ones today (despite what we tell our teens now). While flipping burgers and dropping fries, I thought about my TRS-80 Model I and my new Model 100 [club100.org], and had a brainstorm. What if the girl at the microphone had a computer terminal, and hit a key for each food item, and then -- get this -- the order would display on a screen in the kitchen! I think I got a pretty good reception for the idea, since I'd just wowed my co-workers and the 20-something manager with the voice synthesizer I'd built for the Model 100.
But nobody thought it would work:
* The heat and grease would kill the electronics.
* Where do you mount a big ol' TV monitor?
* You'll never be able to train the cooks -- they can barely figure out the french fry timer.
* You'll never be able to train the order-takers -- they can barely figure out the bank of speaker switches.
* Special orders would be impossible.
* What's wrong with the slips of paper with orders written on them (#1 HB +O -P)?
I've often wondered two things. One, shouldn't I be a freakin' gazillionaire by now? Two, what's going to be the Next Big Thing in the minimum-wage kitchen. This may -- or may not -- be it.
Re:That's great and all... (Score:5, Funny)
Step 2: Say what you just told us, and that you would like to copyright it.
Step 3: When officer opens his mouth to say "but that's already been...", quick add "no no, I meant on the internet!
Step 4: Profit.
Re:That's great and all... (Score:5, Insightful)
As usual, the devil is in the details. Your little home computers DID have many of the problems you mentioned. They weren't built for the environment, so the environment was going to kill them. And where DO you mount that monitor? Sitting it atop a surface is a good way to get it knocked off. And how will an uneducated user manage to type fast enough to enter the order?
The people who are gazillionaires right now are the ones who found solutions to these problems. They built the ruggedized equipment, created the necessary ceiling mounts, developed the picture-based touch screens for the illiterate employees, and broke down the components of a special order to make it digestable by a computer. They then set out to prove these designs, fighting wave after wave of broken and scarred hardware. Ideas that seemed good at the time didn't work out in practice. Financial losses were heavy with the first models, but the kinks were slowly worked out.
Today, nearly every restaurant in existance uses a digital register system of some sort. All because enterprising individuals invested the hard work and the capital to make it happen.
Re:That's great and all... (Score:2)
Re:That's great and all... (Score:3, Informative)
Re:That's great and all... (Score:2, Funny)
Of course the system was pretty brain dead, so you could also enter "whopper + extra ice" or "coke + extra mustard", which was always fun on a busy saturday afternoon.
One April Fool's day the manager swapped staff member's names for the products. Dave
Re:That's great and all... (Score:2)
What happens if you do that?
Re:That's great and all... (Score:3, Funny)
BTW, when I worked at KFC 30 years ago, we used to take hunks of fat from the chicken and throw it in the bug zapper by the back door. We were easily amused.
Re:That's great and all... (Score:2, Funny)
If you throw one ice cube in the fryer, it'll explode somewhat and you'll get some hot grease on you.
If you throw a handful, they'll explode a lot, and get grease everywhere.
If you fill a frybasket with ice and drop it in the fryer, RUN FOR YOUR LIFE. the fryer will become a fountain of hot grease and steam with about a 12 foot blast zone. Soon after you get done cleaning it out of the
Re:That's great and all... (Score:2)
I expect fast food restaurants to mutate into fully robotic kiosks over the next 10 to 15 years. I don't expect it to happen overnight; it'll be incremental. But already the first tiny signs are showing; this story is one, and I'm starting to see low-level robotics appear in the fast-food restaurants themselves. They're starting to play with the ordering mechanisms for the kiosk, too.
Eventually you get down to just one employee who is ba
Re:That's great and all... (Score:2)
That said, there'll always be a place for fully humanized burger joints. Even if it is for no other reason than humans simply like to interact with humans.
Re:That's great and all... (Score:2)
What the next big thing is going to be! (Score:2)
That's easy! I can't believe you didn't see it.
We now have (supposedly) a system that can automatically manage input and output decisions.
Today, these decisions are implemented by kitchen workers.
The next big thing? Eliminate the kitchen workers by replacing them with automated equipment.
If the machinery now exists to make decisions about input and output, it is now just a matter of having mechanisms in place to auto-load, auto-cook
Re:That's great and all... (Score:2)
Re:That's great and all... (Score:3, Insightful)
What we ended up with is people who could run different stations on the cooking line somewhat
Re:That's great and all... (Score:2)
Re:Um... (Score:2)
Re:What About... (Score:2)
Re:Reminds me of Manna (Score:2, Insightful)
Whoops. I guess I should read the entire summary before posting. To actually contribute something:
From wikipedia [wikipedia.org]
Manna is science fiction novel by Marshall Brain that explores several issues around transhumanism. It is meant to be a thought-provoking read rather than an entertaining novel, and shows two possible outcomes of the 'robotic revolution' in the near future: one outcome is a dystopia based around US capitalism and the other is a utopia based upon a communal and technologic society in Australi