Abstract
This paper describes how a major fast food restaurant system uses simulation to dramatically improve efficiency, productivity, and sales in its more than 3,000 restaurants worldwide. With a capacity to project and solve business problems, Burger King Corporation has been able to upgrade and streamline restaurant operations, contributing significantly to the continued growth of what is now the second largest restaurant system in the world. Among the substantial changes in the last five years, the introduction of drive-thru service and new menu items has transformed a once simple operation into a sophisticated production process. Consequently, management turned increasingly to Operations Research for answers to operational questions ranging from the most efficient restaurant design to the optimum number of employees needed to serve customers as sales vary. The impact of simulation models has produced millions of dollars in savings, or profits, in a number of operational, design, and procurement areas.
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