What Slows Us Down?

Chick falay has a test restaurant. They have a test sight where they test and tear apart every aspect of their business, and they study it. What slows down the operation? At what point does something slowed down and the rest of the operation waits on it? Chick file found that it was the order board. When things got busy, when it was the rush, people sat in front of a head set and provided customers service to them. That allows normal people to thrive and offer a super consistent service.