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Multibillion-dollar business serves a new spin on automation


Beyond automation from the likes of ChatGPT and DALLE lies something closer to the ingenuity of Henry Ford.

It’s no mystery that the assembly line’s secret sauce for success was opportunity—born of efficiency and optimization.

By re-channeling the energy of his workers into specialized areas of production and continually maintaining the product’s forward momentum, Ford could bring a Model T automobile to market in 90 minutes as opposed to the previous 12 hours.

Employees, in turn, were paid more to clock fewer hours—making way for a third shift of workers and allowing for continuous 24-hour operation while achieving record-high profits.

This evolution continues today. McDonald’s is placing a modern twist on that classic recipe with a highly autonomous location in Texas.

What inspired this daring revision that promises to revolutionize the service industry by magnitudes?

In short, the evolving consumer.

“[Customers] interact with others less in person,” McDonald’s CEO Chris Kempeczinki tells Big Think, “and more through their digital devices with heightened expectation for the service they receive.”

A preference exacerbated by the rapid evolution of technology and post-pandemic health concerns.

As an answer to these expectations, this new store boasts a dedicated Drive-Thru Express Lane—amongst an interior lacking all décor aside from cashier-less kiosks where customers can place an order—for patrons to pick up their food in an uninterrupted flow from a conveyor belt.

Franchise owner Keith Vanecek captured why this formula will reign supreme among hoteliers and restauranteurs alike.

“The technology in this restaurant not only allows us to serve customers in new, innovative ways,” Vanecek says, “it gives our restaurant team the ability to concentrate more on order speed and accuracy, which makes the experience more enjoyable for everyone.”

Because food orders are placed by app or kiosk, crew members are only required to interact with the food they’re preparing and packaging—elevating both the customer experience (CX) and human experience (HX).

In summary, implementing automation enlists you in a revolution focused on uplifting the individual.

Regardless of where you are on your digital transformation journey, OZ offers a suite of solutions for unlocking latent potential hidden behind manual processes and inefficient workflows. Our integration expertise will ensure you improve customer relationships, reduce costs, and exponentially increase productivity. Contact us today for a consultation.