Case Study: a leading QSR chain improves produce freshness and cuts complaints with L.E.K. Consulting

a leading qsr chain cuts produce complaints by 20% with LEK Consulting

A leading QSR chain faced a significant challenge to its reputation due to rising customer complaints about the freshness of its produce. The company lacked visibility into its complex supply chain, making it impossible to identify the root causes of quality issues like discoloration and wilting. They turned to L.E.K. Consulting's operations and supply chain team for a data-driven solution.

L.E.K. Consulting conducted extensive analysis to build a supply chain model, identifying critical points of quality degradation such as long transit times and inconsistent temperature control. They developed precise operational guidelines and heuristics for each stage of the process, which were embedded into supplier contracts to ensure accountability. As a result of L.E.K. Consulting's work, the amount of produce arriving with gold-standard quality rose to a 98% success rate, customer complaints decreased by 20%, and the chain realized significant cost savings from reduced spoilage.