For Franchises, Small Changes Are a Big Deal

Dunkin’ Donuts began offering a new type of java in September. For most coffee shops, brewing up an extra batch is no big deal. But for a franchise that serves more than 5 million customers per day and deals in tons, not pots, the launch of Rainforest Alliance Certified Dark Roast was a huge undertaking. 

It meant changing operations at nearly 8,000 U.S. restaurants and 3,100-plus international units. It meant calculating exactly how much coffee to brew and when to brew it so franchisees wouldn’t waste expensive beans and lose money. It meant reprogramming machines, retraining staff and finding ways to alter routines without slowing down service.

Dealing with changes in operations—getting the gears to turn and all the pieces to line up so a business can generate the most income—can be difficult for a widespread franchise system. So difficult that there is an entire industry built around it: consultants and experts who come in to fix faulty assembly lines, get