Within the past few months, America has witnessed the sudden appearance of self-serve kiosk machines in the most famous fast food chain in the world, McDonald’s. These machines give customers the ability to order their meals and customize their selections without the risk of human error. While these machines may seem great from a corporate standpoint, as they are a great money saver and may improve overall satisfaction in the long run, the replacement of human cashiers may eliminate McDonald’s need for them entirely. For years, McDonald’s employees have been stigmatized as low wage, unskilled laborers. However, these job openings create opportunities for individuals who may not be able to find another job. Being open 24 hours a day allows employees to work as long as they need to provide for themselves, even if they attend school or have a day job. Additionally, the lower employee standards gives individuals with lower English comprehension and speaking the ability to work while they pick up the language. For many, employment at McDonald’s is the only option.
It is speculated that due to the recent demand for a raised minimum wage, to something resembling a comfortable living wage, McDonald’s has decided to utilize an employee that doesn’t have to get paid at all, a computer. Another significant con to the replacement of human cashiers is the potential risk of a system shut down. Computers can prove to be temperamental sometimes, and without employees, business could come to a screeching halt until the error is resolved. In the case of a shutdown, will McDonald’s have an on-site expert with the system to fix it in a timely manner? Additionally, elderly citizens in the community may have a difficult time figuring out how to operate the unfamiliar system. Those who are not used to the typical layout of computers and touchscreens are bound to have complaints about the new kiosks.
It is important for McDonald’s to not only consider the clear benefits of a machine based experience for their customers. Ultimately, there’s something irreplaceable about human connection, even if it’s just a quick exchange with a McDonald’s employee. Instead of putting millions out of work, they should invest their funds and resources into providing a better work experience and higher wages for their employees who are so dedicated to the company. Technology should be a source of convenience for everybody, not an obstacle for those seeking their only opportunity for employment.
