Analogous Immersion- Chick Fil a Catering

Posted on by Graciela Hasbun

Ethnographic Summary

Analogous Immersion

Chick Fil A Catering Process

 

Date: 3/3/17

Type: Analogous Immersion

Location; Mishawaka Chick Fil A

Participants: Lead by Alexandra Charron accompanied by Joe Krause

 

For our analogous immersion, Joe and Alexandra visited a local Chick Fil A to inquire about their catering service and the process for booking and scheduling drop off and pick up times. We spoke to Ron Taylor the assistant operations manager as well as examined the online catering scheduling and ordering form.

Interviewee: Ron Taylor, Chick Fil A Mishawaka Store Assistant Operations Manager.

 

Insights:

  • Patrons can schedule catering delivery online or by calling the store.
  • Once scheduled, CFA drops off the food at the specified location at the specified time
  • They have an on staff driver, but if there is excess orders they will have  other staff act as drivers.
  • They encourage patrons to drop off the hot plates and supplies when they are done as it is difficult to schedule and organize pickups due to the variability of end time and inability to schedule in advance.
  • They have difficulty coordinating pickup times with football games.
  • They would like a heads up and some notice before big orders in order to adequately plan.

 

We then examined the online form/ system that CFA uses to schedule catering drop offs.

  1. You are first prompted to select Delivery or Pickup. We clicked Delivery

2.  You are then prompted to enter your delivery address

3. After Submitting the Address you are prompted to select the store you want to use. 

4. After selecting a restaurant you enter the desired delivery date and time 

5. You then select desired food you want delivered and then pay and schedule delivery 

 

Key Takeaways

  • CFA also struggles with scheduling pickup times after the product was delivered due to variable end times and inability to schedule in advance.
  • Their online scheduling platform is simple and self explanatory.
  • They have a system in place to deal with a large influx of deliveries at peak times incase their on staff driver is overloaded.