Analyzing a Taco Bell Restaurant The following scenario was written by a reporter who became a Taco Bell worker for a few hours to experience what it's like to work in the drive-through window at one of the most high-tech, quick-serve restaurant chains in the world. As you read, visualize how you could analyze a Taco Bell using the queuing models we discussed in this chapter. After the scenario, we will give you some hints related to how you can model the Quick Service (QS) restaurant and then we will ask you a series of questions related to your model. 4 09 It must always be, "Hi, how are you today?" Never, "Hi, how are you?" "Hi, how's it going?" or "Welcome to Taco Bell." Never, "What will it be today?" or, even worse. What do you want?" Every Taco Bell Service Champion memorizes the order script before his first shift. The folks who work the drive-thru windows at the Taco Bell here in Tustin, California, about 35 miles south of Los Angeles, and everywhere else, are called Service Champions. Those who work the food production line are called Food Champions You think you know it-"Hi, how are you today?" It seems easy enough. And you follow that with, "You can order when you're ready," never "Can I take your order? The latter puts pressure on the driver, who might be a distracted teenager busy texting her friend or a soccer mom with a half-dozen kids in the van. "They don't need the additional pressure of a disembodied voice demanding to know their order," explains Mike Harkins, Harkins, 49, is vice-president of One System Operations for Taco Bell, which means he spends all day, every day, thinking about the kitchen and the drive-thru. He has been prepping me for my debut at the window. Getting ready, I wash my hands, scrubbing for the mandated 20