Even Rose Walker never imagined the day when there would be 17 Ye Olde Sandwich Shoppes throughout the Bay Area! Yet, today, that's exactly how many there are. We think that part of the reason for our success, beyond great sandwiches, soups, and salads, can be found in our food delivery process. It defines the very heart and soul of our operations and it's what makes us tick. See for yourself just how we handle your order - from start to yum!

The Food Delivery Process
Our food delivery process may seem complicated to someone looking at it for the first time - but trust us, without it, you wouldn't be getting what we think is the best casual dining experience available, anywhere!

ORDER
1. Greet the guest.

2. Ask if they have any questions about our menu. If none, ask if they are ready to place their order.

3. Ask if the order is "To-Go" or if the guest will be staying in the restaurant. Enter into register to start a new ticket.

4. If the order contains soup:
A. Ask what size they would like: CUP or BOWL.
B. Ask if they would like the order in a bread bowl or styrofoam bowl.
C. Ask what type of soup the guest would like.
D. Ask if they would like a freshly baked Sourdough or French roll with their soup.
E. Enter choices into register.
F. If this is the final meal item - go to STEP 7, otherwise continue with next item.

5. If the order contains a salad:
A. Ask what size they would like: SIDE SALAD or MEAL SALAD.
B. Ask if they would like their dressing on the side or mixed with the salad.
C. Ask if they would like the regular dressing or our light version of the same type.
D. Ask if they would like a freshly baked Sourdough or French roll.
E. Enter choices into register.
F. If this is the final meal item - go to STEP 7, otherwise continue with next item.

6. If the order contains a sandwich:
A. Ask if they want either: a HALF size or a WHOLE size sandwich.
B. Confirm the bread choice.
C. Confirm the meat choices.
D. Confirm any toppings choices (mayonnaise, spicy mustard, yellow mustard, or deli mustard, tomato, leaf lettuce, sprouts, onions, salt and pepper, or oil and vinegar).
E. Confirm their potato chip choice: REGULAR or BAKED (Low-Fat).
F. Confirm that the guest wants a pickle spear.
G. Enter choices into register.
H. If this is the final meal item - go to STEP 7, otherwise continue with next item.

7. Ask if the guest would like a beverage selection. If NO, go to STEP 8, otherwise:
A. Ask what size: Small, Medium, or Large.
B. Ask what type of beverage: Ice Water, Coffee, Tea, Cold Sweet Tea, Cold Unsweetened Tea, Coca-Cola, Sprite, Diet Coke, Lemonade, or Fruit Punch.
C. Ask if they would like ice.
D. Enter selection into register.
E. Confirm any additional beverage selections and repeat Step 7

8. Ask if the guest would like a dessert selection. If NO, go to STEP 9, otherwise:
A. Ask what type of dessert item they would like.
B. Confirm quantity.
C. Enter selection into register.
D. Confirm any additional dessert selections and repeat Step 8.

9. Repeat the complete order to the guest.

10. Confirm all items are correct - including quantities and substitutions.

11. Total order for guest.

12. Collect the payment from the guest.
A. CASH - enter into register, store cash in till, return correct change.
B. CHECK - enter into register, store check in lock box.
C. CREDIT CARD - enter into register, slide card through reader, have guest sign check, and put signed store copy into lock box.

13. Present guest with their receipt. Note the 1-800 Guest Care number and their order number. Remind guest that they will be called by order number when their meal is ready. Hand guest any ordered beverage cups and indicate location of beverage station.

Click the icon to see a flow chart of our order process in PDF format. (63 KB)

FOOD PREPARATION
1. SALAD ASSEMBLY STATION
A. Read order from overhead monitor.
B. Print ticket.
C. If "Togo" use plastic salad box; if "In-House" use salad plate.
D. Select correct lettuce.
E. Select correct toppings.
F. Select correct dressing.
G. Select correct roll choice.
H. Pass completed food item and ticket to Main Order Pick-Up area.

2. SOUP ASSEMBLY STATION
A. Read order from overhead monitor.
B. Print ticket.
C. If "Togo" use Styrofoam bowl; if "In-house" use either regular bowl or bread bowl per guest request.
D. Select correct soup.
E. Select correct roll choice.
F. Pass completed food item and ticket to Main Order Pickup area.

3. SANDWICH ASSEMBLY STATION
A. Read order from overhead monitor.
B. Print ticket.
C. If "Togo" use sandwich paper; if "In-house" use sandwich serving plate.
D. Select correct bread.
E. Select correct main item (meats, cheeses, jellies, peanut butter, etc.).
F. Select correct toppings (mustards, lettuce, tomatoes, salt and pepper, etc.).
G. Select correct potato chip choice per guest request.
H. Add pickle spear if requested by guest.
I.  Pass completed food item and ticket to Main Order Pickup area.

4. DESSERT STATION
A. Read order from overhead monitor.
B. Print ticket.
C. If "Togo" use paper bag; if "In-house" use dessert serving plate.
D. Select correct items.
E. Select correct quantities.
F. Pass completed food item and ticket to Main Order Pickup area.

Click the icon to see a flow chart of our food assembly processes in PDF format. (48 KB)

SERVICE

1. MAIN ORDER PICK-UP AREA
A. Read order from overhead monitor.
B. Assemble order items with tickets on tray if "In-house" or in paper bag if "Togo"
C. Call order number.
D. Deliver order to guest.
E. Review order against bag or tray contents.
F. Verify guest is satisfied.
G. Thank the guest for visiting.

Click the icon to see a flow chart of our service process in PDF format. (36 KB)

This instructional design case study was designed by Mr. Peter Thorsett under the direction of Dr. Laurie B. Dias for use with Instructional Technology 7100 at Georgia State University. All on-going maintenance of the site is done by Mr. Thorsett.

All content in the "Ye Olde Sandwich Shoppe" web-based case study module (including text, photographs, audio and video files, and any other original works), unless otherwise noted, is licensed for use under a Creative Commons License.