I was in a fast food restaurant the other day. KFC was shut due to the chicken shortage and I used one of their competitors. Don't judge me, I had just gotten over the flu and now I was hungry! My experience was fascinating; this other fast food business was in absolute chaos. Their staff were all looking confused, food was building up in a pile on a table near the serving area and it took me nearly twenty minutes to get my order... No, this isn't a sob story this is a reminder to all of us that we need to stick to our operating rules (when our rules are right, of course). The business in question is usually a fantastic example of a well oiled team with a slick operation , but with a slight increase in custom they tried to adjust their system 'on the fly' and got it wrong. In this business everyone knows what they have to do, when they have to do it and how well they need to do it. On this particular visit I could see supervisors trying to 'help'