Panera Bread Case Study

I went to Panera Bread located in Boston, 450 Boylston Street, MA 02116 in November 18th in 6:15pm. The store is at the corner between two buildings which make it looks small. I stayed there 18minits for to go meal. Around the time I visited there, the store was less crowded. There are three other customers waiting in front of me. I saw two casher in the front and three worker in the kitchen.

Strength of the operation The first impression I felt right after I enter the store in 6:15pm was that there are wider space inside than I expected. There were wide open space in front of the casher instead of having line or lope to divide people in the line. Also, the casher counter curved half round like shaping arc, which makes the space looks wide hall. The menu board is placed on the upper wall above the casher counter. Since, it has wide space in front of the casher and menu board is placed higher than average, customers are easy to read menus. It prevent customer to block a line by spending too much time bending their neck to gaze menu right in front of the casher. Customers will proceed whenever they decided what to order and cashers are ready to take an order from whoever are ready to order. Thus, the space is created for smooth …show more content…
Although there are two pick up bags on the shelf, no worker made any attention to the shelf. People can steal from the shelf. Especially in the busy hour, the staff is less aware about customer behavior. Online order does not require customer identification. There are customer-self refilling drink area on the way to the waiting line, but the customer in the waiting line could cover the area and block the other customer to use. This may not cause any problem for a slower tome, however, it will cause problem among customers in the busy hour. Every employee should have keep an eye on the waiting line, pick up shelf, as well as drink station area to make the outside operation to work