Pollo Campero: A Benchmark of Efficiency and Innovation in the Restaurant Industry
Pollo Campero, part of CMI, Corporación Multi Inversiones, has captured the attention of the renowned U.S. financial outlet Bloomberg due to its innovative strategies for improving operational efficiency and enhancing customer experience.
The brand has implemented significant changes in the design of its U.S. restaurants, minimizing the distances staff need to travel during shifts. This initiative has increased employee well-being, boosted productivity, and enhanced customer satisfaction. Bloomberg interviewed Blas Escarcega, Vice President of Franchise Development at Pollo Campero, about these strategic actions.
Innovative Restaurant Design
Pollo Campero conducted an in-depth study of employee movements within its restaurants and found that staff walked an average of 18,000 steps per shift, equivalent to approximately 4.5 kilometers (2.8 miles). Armed with this insight, the company reconfigured its store layouts, reducing the number of steps per shift by half, to about 9,500 steps. This adjustment has enabled staff to work more efficiently, delivering orders with greater speed and accuracy.
Escarcega explained:
“Every step saved is a tangible benefit that reduces costs and can also translate into faster service and an improved experience for our customers.”
This redesign not only enhances employee well-being but also increases customer satisfaction by ensuring swift and efficient service.
Results and Benefits of the New Layout
The new design has yielded positive outcomes across several locations, including a restaurant in Orlando, Florida. This site features a dual-sided central kitchen where chicken and side dishes are prepared, allowing staff to work in a more organized and efficient manner.
Key benefits of the optimized layout include:
- 9% reduction in restaurant size, optimizing space without sacrificing functionality.
- 20% fewer seats, aligning with the growing trend of on-the-go dining that emerged during the pandemic.
The drive-thru experience has also been enhanced with digital menu boards, enabling customers to review the menu more easily before placing their orders. Pollo Campero aims to serve in-house customers within five minutes and drive-thru customers within three minutes, ensuring a steady and efficient flow.
Growth and Future Projections
This commitment to efficiency and redesign underscores Pollo Campero’s focus on innovation and continuous improvement. According to Escarcega:
“The best in the business are always innovating,” and Pollo Campero is no exception, constantly seeking ways to optimize operations and deliver superior customer service.
Pollo Campero currently operates over 100 restaurants across the United States and has robust plans to expand its footprint further in the U.S. market.
This emphasis on efficiency and innovation is a cornerstone of CMI’s strategic vision, illustrating how the company continues to lead with innovative and effective solutions.