McDonald’s Speeds Orders by Seconds to Keep Customers

At a McDonald’s Corp. test kitchen in an unmarked Illinois warehouse, next year’s menu plan for the U.K. has hit a snag. When the visiting British team adds wrap sandwiches, service slows. “This is the place to find out,” said Jeff Stratton, McDonald’s chief restaurant officer, as he considered the fate of the wrap. It’s among dozens of new products being tested at the Innovation Center to make sure service isn’t disrupted. “We will probably not recommend they add this one until the bugs are worked out,” he said. Speed is increasingly the focus, as McDonald’s tries to increase customer satisfaction and gain market share amid an economic slowdown that’s driving people to eat at home.

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