Case Study: Taco Bell achieves real-time process mapping and uncovers hidden inefficiencies with Lucidchart

Taco Bell - Customer Case Study

Taco Bell, a large quick‑service restaurant chain, enlisted IT service delivery consultant Mike Doane to identify and fix gaps in team processes that were causing miscommunication and poor customer responsiveness. Previously Mike gathered information in meetings but had to recreate diagrams later in Visio, which created a disconnect between what teams described and the documentation—leading to persistent inefficiencies and complaints.

By using Lucidchart to map processes live with teams, Mike captured feedback instantly, exposed blind spots (for example, an unmonitored support inbox missed due to a single hyphen) and produced clear as‑is and to‑be diagrams with supporting documentation. The real‑time visuals sped up problem discovery, improved team alignment and implementation of changes, and left clients with living diagrams they continue to use to sustain improvements.

Taco Bell

Mike Doane

IT Service Delivery Consultant