Pizza Today - May 2022 - 32

as fryer, sub, salad or grill. If you have
dine-in, the method of delivery to the
table is another consideration.
Observe your kitchen during the
height of the battle. Count footsteps.
Th is caused me to make many changes
to the kitchen design over the years,
but I remember the fi rst decision 20+
years ago. I counted 40 steps per trip,
with fi ve trips on a Friday night
between 6:00 and 8:00 to restock
dough. I added an upright dough
refrigerator at the beginning of the line
and saved 200 steps, which translated
to a reduced kitchen time of two minutes.
No longer did we have someone
leaving their pizza making position,
crossing the kitchen, and interfering
with other positions.
Delivery Systems
You may have heard of the 80/20
Rule. Th e 80/20 Rule applies to most
scenarios in life. Regarding our pizzerias,
it means that 80 percent of our
business happens in 20 percent of the
time we are open. We call this time
period 'Th e Rush'.
We must design our delivery systems
by Galbani®
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©2022 Lactalis American Group, Inc., Buffalo, NY 14420.
Galbani is a ® of Egidio Galbani S.r.l.
for Th e Rush. Start with the phone
system. Th e number of customers who
hang up without placing an order is
called the Abandon Rate. A formula
was invented to calculate how many
phone lines you need and how many
phone operators you need based on
your acceptable Abandon Rate. Th is
formula is called the Erlang Calculator.
Having a One-Number Phone Center
has allowed us to measure pizza
customer tolerances. Based on these
tolerances, I recommend the following:
Goggle Erlang Calculator and input
your incoming calls per 30 minutes,
average call length (ours is 131 seconds),
and 80 percent of calls answered
within 120 seconds. Th e Erlang results
will tell you how many phone lines
you need and how many operators to
schedule. We use Erlang to schedule
our operators every week.
Your POS system should also be
designed for the rush. I recommend
production monitors which allow you
to 'bump' the order from one station
to the next. Th e less printers in the
kitchen, the better effi ciency.
Th e rush should also include a design
aspect on your schedule. Add a position
called 'Router'. Th is person puts together
the orders and routes doubles: two deliveries
that can go with one driver.
Delivery Workstation
Th ere are two types of delivery
workstations. Th e fi rst is a station with
heating racks, so the pizzas are spending
less time in hot bags. Th e driver
loads the food into the hot bag when
they are ready to leave.
I choose the second type. While
sacrifi cing some dough quality, the
effi ciencies of time and complete/correct
orders more than makes up for
the potential for sogginess. With this
method, here is what your delivery
workstation should look like.
Ideally, two six-foot stainless steel
tables with one under-shelf and one
over-shelf. At the beginning of the
table is the driver dispatch monitor
and printer (part of your POS system).
Th e remaining 10 feet will allow you
to stage six deliveries. You will have to
adjust the length based on the confi nes
of your space. Th e undershelf is for hot
bags. I prefer an assortment of two,
three and six pizza hot bags along with
some cold food/drink carrier bags. Th e
over-shelf will have a ticket holder for
your driver dispatch tickets that are
waiting to be placed with food and a
hot bag. Directly across from this table
is a driver upright refrigerator. Th is can
be single-door or two-door depending
on your menu. Next to the driver
refrigerator is another three-foot stainless
steel table again with an over-shelf.
Th is is used for assembling the refrigerated
items (salads, drinks, desserts)
for the deliveries, with packaging on
the over-shelf. Next to this assembly
table is a three foot, four-tier shelving
for your car top signs. I recommend
the car toppers that plug in and charge
at this station, so they are lit up on the
driver car with no cord needed.
OK Pizza General. You've prepared
in your temple. It's Friday night at
6:00. Time for battle.
DAN COLLIER is the founder of Pizza
Man Dan's in California and a speaker at
International Pizza Expo.
http://www.GalbaniPro.com
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