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McDonald’s CEO Jim Skinner told a Bear Stearns conference this week that the company is considering a strategy that would have it outsourcing its drive-through order-taking process, hiring people with good communications skills in central locations to take orders from people in their cars. These communications specialists would then send the order via computer back to the individual McDonald’s outlet, where local personnel will fill it.
KC's View:
The only problem with this plan is that it assumes the incompetence that we often run into at Mickey D’s is on the part of the people taking the order, not the folks preparing the order.