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Driving Innovation for a Global Quick Service Restaurant Chain

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Driving Innovation for a Global Quick Service Restaurant Chain

One of the world’s leading quick service restaurant chains (QSR) engaged Gurnet to lead the development and deployment of a of best-in-class retail technology platform for over 8,000 stores.
Evolving customer expectations, new product offerings and innovative brand loyalty programs necessitated the creation and execution of a best-in-class retail technology strategy. Gurnet was engaged to lead the development of an integrated set of financial, operational and technical standards for all new and remodeled stores. The solution would enable our client to preempt challenges and capitalize on opportunities presented by internal and external (consumer, competition and market) forces.
  • Challenge
  • Solution
  • Results
Evolving customer expectations, new product offerings and innovative brand loyalty programs necessitated the creation and execution of a best-in-class retail technology strategy. Gurnet was engaged to lead the development of an integrated set of financial, operational and technical standards for all new and remodeled stores. The solution would enable our client to preempt challenges and capitalize on opportunities presented by internal and external (consumer, competition and market) forces.
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Gurnet provided the Program Leadership and Solution Architecture expertise to successfully develop and execute a key strategic initiative designed to capitalize on multiple business opportunities, strengthen its current market position and expand into emerging markets. The program successfully delivered:
• Unified Point of Sale Platform
• New Back Office Technology
• State-of-the-Art Video Protection System
• Enhanced Credit, Gift and Loyalty Card Processing
• Standardized PCs and Peripherals
• Optimized Wireless and High Speed Network
For the ongoing management, deployment, maintenance and support of the technology platform, governance models and organizational structures needed to be established. Gurnet lead the facilitated the development of:
• Program Management Office (PMO) for new store deployment
• Unified Support Desk for the maintenance and support of online stores
• Finance/Leasing Program for store operators
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Through Gurnet’s Technology Strategy and Program Management expertise, our client’s mission critical program was delivered within scope, time and budget. Adoption and application of the solution was further enhanced by Gurnet’s best-in-class project delivery and change management techniques. Our client was able to achieve its strategic objectives and realize the following results:
• Increased competitiveness through optimized store operations via technology-based business tools
• Increased products’ speed to market
• Enhanced guest experience through improved speed and accuracy of orders
• Reduction in shrink by improving cash drawer procedures and cash counting techniques
• Improve forecasting of food preparation. Reduction in throwaways
• Improved work force deployment through predictive modeling of demand
• Established single point of accountability for all store-level technical support requests
• New Store Deployments – coordination of vendors and schedule management
• Ease of adoption through innovative financing programs
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