Embracing and Inspiring Change
summary
Claims a problem-first mindset that prioritizes customer and crew needs and evaluates ideas by desirability, viability, feasibility; cites McDonald’s scale—120 countries, more than 100 years to visit every restaurant—as reason to proof-of-concept before scale. Describes concrete pilots: automated order taking using natural language processing already running in US pilots from Chicago headquarters, links every project to clear value and consent rather than doing AI for AI’s sake.
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chapters (13)
- 0:00Intro
- 1:00How does the size of McDonalds start
- 1:51Two customer sets
- 3:16Threelegged stool
- 3:57Do they care
- 4:45The change agent
- 5:31Where do you test
- 6:39Where are you based
- 7:58Tell me about your road there
- 9:29Where do you go from here
- 12:11Future of DriveThru
- 14:39Pandemic
- 15:43Whats next
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