TL;DR: Chick-fil-A improves drive-thru flow by using Lean thinking and “game film” to study the work, remove bottlenecks, and design better systems–while showing deep respect for frontline employees. If you’ve ever waited in a long Chick-fil-A drive-through line, chances are it was the most pleasant traffic jam you’ve experienced. Efficient, polite, and somehow still warm–even when you’re 12 cars deep. But behind that smooth service is something more profound than clever lane design or good … Continue reading How Chick-fil-A Uses Lean “Game Film” to Improve Drive-Thru Flow