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The Brain Behind The Big, Bad Burger And Other Tales Of Business Intelligence
Business intelligence systems have, for the most part, been dreary failures. But not in the restaurant industry. There, the payoffs have been significant. So what have you been doing wrong? And what are they doing right?

Restaurant chains such as Hardee's, Wendy's, Ruby Tuesday, T.G.I. Friday's and others are heavy users of business intelligence software. They use BI to make strategic decisions, such as what new products to add to their menus, which dishes to remove and which underperforming stores to close. They also use BI for tactical matters like renegotiating contracts with food suppliers and identifying opportunities to improve inefficient processes. For example, in June 2003, Wendy's decided to accept credit cards in its restaurants based on information it got from its BI systems, which include IBM DB2 OLAP software, IBM and Compaq servers, databases from Hyperion and Oracle, Cognos Powerplay tools, and software from Crystal Decisions and Arcplan. Because of that decision, Wendy's restaurants have boosted sales; customers who use a credit card spend an average of 35% more per order than those who use cash, according to Wendy's executive vice president and CIO John Deane.

It's been called "the fast food equivalent of a snuff film" by one health and nutrition advocacy group. Jay Leno made cracks about it on The Tonight Show. Even The New York Times devoted an editorial to its excesses.

The Monster Thickburger, the latest piece de resistance from burger joint Hardee's, consists of:

Two charbroiled certified Angus beef patties, each weighing in at a third of a pound

Three slices of American cheese

Four crispy strips of

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