| rev:text
| - I think I'll make Jersey Mike's my pet project. After many years working as a process engineer, I think that JM's could use a little of my help. Looking at the change in reviews over the last couple of years, I can't figure out why they don't fix the problems that keep reoccurring in the local stores.
This last visit is a good example of a major fault in their "system". First of all, as a general comment, don't use the on-line ordering. They screw this up all the time and you won't know until you get home that they missed something or your sandwiches have been sitting around for a couple of hours because they missed the time delay.
OK, this trip, simple order: 1 Regular Chicken Cheesesteak on Wheat with Provolone cheese and 1 giant Beef Cheesesteak on white with provolone and extra meat. By the way, extra meat here is not like Subway's double meat, this is a half (or less) portion of the regular serving.
Error 1: Verbal order, I'm ordering more than one sandwich, so when the girl wants to take the order without writing it down, I dropped one of the sandwiches off the list. So they lost one giant sandwich there. Ideally, they should have electronic POS system. BK's is good, you see what you are ordering on the screen in front of you. This also documents the order for everyone to use during the preparation.
Error 2: My order was handed off not once, but twice during my visit. Here's what happened: Girl takes order verbally and relays it to Guy 1 at the grille, he starts the sandwiches and walks away to get something else. Guy 2 takes over the order on the grill and gets AMERICAN CHEESE ready to put on the sandwich. From past experience, I know to watch what hits the grill and point out the miss to Guy 2. He then proceeds to put the AMERICAN CHEESE on both sandwiches. Guy 1 and the Girl remind him again that I wanted Provolone. Guy 2 had already finished and wrapped the Chicken Cheesesteak, so he unpacked it, PUT IT BACK ON THE GRILL, and added the provolone, rewrapped it and dropped it in a bag. The other Cheesesteak got the double cheese too, but before it was wrapped.
OK, how to fix. . . ONE person takes the order and this must go into the electronic POS system. NO hand offs, any one working in process development will tell you the failures and lost time occurs in handoffs to another task or person.
Other issues: The flattop in these stores is half the size it should be. Busy stores get behind on the grille work and create delays. The line runs backwards, the slicer outputs on the left and the line works to the right, this forces the sandwich maker to move around the slicer to put the meats/cheese onto the sandwich.
Every time I go to JM's in the future, I'll add another segment to this story. Watch my reviews and follow along. . .BobR
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