Simulating the Impact of Mobile Ordering at Chick-Fil-A

Abstract

In 2015, Chick-fil-A launched a mobile ordering app allowing customers to order and pay for their food on the app rather than in person. With correct implementation, ordering via the app offers better service. Successful implementation includes both educating consumers on the benefits and functionality of the app as well as understanding the impact of increased demand on system performance. A discrete-event simulation model for a specific high-volume Chick-fil-A restaurant was developed. The model included demand from drive-thru, dine-in, carryout, and mobile ordering. Outputs, in the form of graphs, include queuing statistics, customer revenue, and lost sales.