Inside Chipotle: The Precision of the Burrito Line

Ordering a burrito at Chipotle can seem like a free-for-all. But the company has a precise method to ensure food stays fresh, costs don't skyrocket and customers are happy.

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J.R. Whalen:
Getting a burrito or a rice bowl at Chipotle can seem like a bit of a free for all.

You can have a little of this maybe a little more of that,

but there’s a lot more method to the madness.

In fact the employees follow precise guidelines to

ensure food stays fresh.

It’s served quickly, the costs stay low, and of course the customers are happy.

Employee:
Mild, Medium or Hot

J.R. Whalen:
Rice and beans are doled out in four ounce portions, about one generous scoop.

Employee:
Four ounce portion of chicken, four ounce portion of steak.

J.R. Whalen:
Chipotle instructs employees to grasp serving spoons

near the bottom, so they have more control over the portions.

Randy Del Orbe – Chipotle Service Manager:
When they ask for more meat we asked them a little bit more meat or would you like double

meat. The double meat is an extra charge.

J.R. Whalen:
The spoon should be placed with the handle to the top right. They look neat and out of the way.

Varying People Talking at Once:
And then a customer says: cheese and lettuce.

J.R. Whalen:
Chipotle staff are trained to engage customers to gag their

satisfaction level, even when it’s busy. Cheese and lettuce are even distributed in

one ounce portions. Staff are taught to grab toppings with three fingers to make roughly one ounce portion.

And that’s what’s happening behind the glass at your local Chipotle.