Our client is Party Burger, a restaurant chain in the US serving premium burgers and salads for lunch. They rely on the quality of their products to attract customers, and they are usually fully booked. However, reviews have pointed out that the service offered could be improved. Our client is concerned this could impact their sustainability long term.
Q1: How would you improve the customer experience?
Q2: Looking at Exhibit 2 and Exhibit 3, what do you think could be the problem of our client?
Based on what successful competitors do, our client is considering investing in an automated system to manage orders. The waiter/waitress could communicate the order directly to the kitchen, cutting down serving time by 20 minutes and reducing the mistakes to 2 per day.
Q3: How do you think these improvements may impact the financials of the restaurants?
The upfront investment for the system would be of $8m for all the restaurants. The yearly fee to pay to the supplier would be equal to 10% of the investment.
Q4: What would the payback time for the investment be?
Q5: Can you sum up the case for our client?
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This case is a variation of a real McKinsey interview in the US.
The case aims to test the ability of the candidate to:
This case better fits an interviewer-led approach, but can be used for interviewee-led cases as well. If, as the interviewer, you want to follow an interviewee-led approach, simply answer that there is no information available if the candidate wants to explore areas different from the one presented and leave to the candidate to proceed with the case.
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To keep a structured approach in assessing the performance of the candidate, it is recommended that the interviewer uses a scoring system to evaluate the 5 parts of the case presented below. This will help the interviewee to understand his/her level of readiness for the actual interview.
A possible grading system for each part is the following:
A possible evaluation grid is the following:
You can adapt the grading system and the evaluation grid according to your needs.
The text presents the questions to ask, the proposed optimal answer and the suggestions to score a candidate performance in each area.