Chris Bright, president of the 88-unit zpizza, recognized chaos when he saw it in his restaurants, and he immediately set out to minimize the chain’s operational inefficiencies. Repeatedly, customers would approach the counter to place an order and the telephone would ring. The customer service representative, or CSR, who took the call made counter customers wait, and Bright could see their frustration grow. He also suspected the CSR’s rush to take the phone order gave ...

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