During its expansion period of 1990s, the company stopped grading franchise for cleanliness,speed,and service. In fact,slow service is the biggest complaint from U.S customers McDonald's finished third in average service time (163 seconds), behind Wendy's (127 seconds) and chick-fil-A Inc. (151 seconds) CEO Greenberg stated that saving 6 seconds at drive-through windows brings a 1% increase in sales (Pallavi and Arndt 2003) Training for McDonald's employees declined when there was a labor shortage in the industry,leading to a decrease in their skills