Only one year into the launch of its delivery operation,
Quiznos has already rolled out the option at half of its locations. That’s a
feat that “took the pizza guys decades,” says the brand’s Senior Vice President
of Delivery and Catering, Rebecca Steinfort. She says the key is being able to
leverage the franchisees’ investments better than their delivery predecessors.
National pizza chain Little Ceasars decided a decade ago to
end its delivery operation at all company stores. President of the company
David Scrivano says the delivery option began interfering with the company’s
business model and affected the quality of the chain’s food.
Steinfort “Not only are
consumers comfortable with delivery now, they almost expect it. It’s a huge
trend. People are very busy these days, and they want the convenience that
delivery brings. The customers are already there, and pizza chains have already
developed the operational capabilities.”
Scrivano “At Little Caesars,
pizzas are ready to pick up when they come through the door. Customers drive
right home and they get the freshest best-tasting product. There are lots of
choices to go pick up your food and come home. I think it’s a more traditional
way of getting your dinner or lunch.”
Childers “We have a group
ordering feature where basically an admin can send out an e-mail to whoever
they invite to place their single order then we aggregate them into one order.
We have those people that order for two or three people, and then we have those
people that put in an order for 150 people every day.”
Operations:
Steinfort “The first step is
getting out there and making sure your customers know that you deliver. It’s a
pretty new concept to have a sub chain deliver on a national scale. Quiznos is
really breaking new ground here. No. 2 is operational excellence—getting the
food there on time, making sure it’s the right temperature, and really
satisfying customer needs.”
Scrivano “There’s no question
that focusing on the carry-out section of the market has helped us. It saves us
the expenses of paying gas and paying mileage to drivers and additional wages.
Certainly there are insurance costs and potential liability costs as well. It
lowers the overhead and improves the cost structure that we pass along to our
customers.” Search the food delivery at
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