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Optimizing Restaurant Operations with Service Physics: Insights from Industry Experts
In this episode of the Restaurant Technology Guides podcast, host Jeremy Julian interviews Brian Reece and Steve Crowley, co-founders of Service Physics, a consultancy focused on optimizing restaurant operations. The discussion delves into the concept of service physics, which helps improve productivity for staff and guest experiences in restaurants. Brian and Steve share their background, the principles of lean manufacturing and Kaizen, and how they align business goals with operational efficiency. They emphasize the importance of using data to drive changes, the value of customer and staff feedback, and methods to ensure long-term implementation success. The episode concludes with information on an upcoming workshop in Dallas aimed at making their methods accessible to a wider audience. 00:00 Service Physics 00:14 Introduction and Guest Welcome 01:29 Meet Brian and Steve: Background and Journey 04:08 Service Physics: Concept and Mission 06:58 Lean Manufacturing and Kaizen in Restaurants 12:41 Evaluating and Improving Restaurant Operations 16:01 Aligning Business Aspirations with Operations 19:41 Addressing Sacred Cows and Customer Feedback 23:50 Myth-Busting Customer Value 25:02 Empathy Through Technology 25:52 Empowering Staff Voices 26:56 Problem-Solving Acumen 29:33 Guest Experience Challenges 35:18 Engaging with Service Physics 42:10 Transforming the Industry
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