Comment by smelendez

I don't know anything about Texas Roadhouse but in general I'd say a lot of processes got sloppy after technological changes repeatedly added complexity.

Decades ago, when OP worked there, I'm guessing Texas Roadhouse only took takeout orders over the phone and in person, and didn't receive that many. It was less common to order takeout from sit-down restaurants. There was one procedure, the steps made logical sense, it could be implemented entirely within the restaurant without a lot of IT. And it worked, and it probably didn't take that much staff time on a normal night.

Now, you can still order by phone, but I see you can also at least order online for pickup, order via UberEats for delivery, and order via DoorDash for pickup or delivery. They've likely added these various modes over time, and I'm sure each has its own subtly different procedure reflecting various IT systems nobody in the restaurant has any control over.

The three-part QC process might still work for phone orders but those are probably rare. Orders picked up by the actual end customer could use a two-part QC process, verifying the items against the receipt and presenting them for visual inspection. But orders getting picked up by a delivery person can practically only get a quick check as they're loaded in the bag, because the delivery person is in a hurry and won't want to stand there and help check the receipt against what's in the bag. They also may not be able to effectively do so if they don't know the menu (for instance, there are several sides that could be "steamed vegetables" at a quick glance https://www.texasroadhouse.com/location/457-countrysideil/di...) and aren't sufficiently fluent in English.

Rather than have a complex flowchart for the overworked staff maximizing QC for every case, it's very easy to default to the minimum which works in every case, which is hurriedly comparing the menu items that come out of the kitchen to what's on the receipt as they're loaded into the bag. It's very easy to get this wrong, especially if you're overworked and distracted and loading multiple bags at once.