Tag : restaurant operations

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Free Management by Exception Webinar

We would like to invite you to our Running Better Restaurants in Less Time webinar, on 11/5/2015 at 3:00 pm Centralclick here to register.

This webinar is going to be packed full of best practices around managing your restaurants by exception.

Management By Exception (MBE):  is a practice where only significant deviations from set standards, ex: unsafe temperatures or operating conditions, are brought to the attention of management. The idea behind it is that management’s attention will be focused only on those areas in need of action and immediate follow-up.

We are going to cover the following topics:  

  • Management by Exception for Restaurants
  • The Power of Exception Reports & Dynamic Scoring
  • How to Implement Exception Reports in your Company
  • Building Exception Reports in the OpsAnalitica Report Builder

This webinar is going to be full of good information, and you are guaranteed to leave with some ideas that you could implement in your business immediately.

Register Here – act now as these webinar’s fill up quick.

We all know that the only way to get location managers to do what we need them to do is to hold them accountable and follow-up.

Implementing a MBE program in your chain will give you the tools to follow-up quickly and consistently.

Webinar:  Running Better Restaurants in Less Time

Time & Date:  11/5/2015 3:00 pm Central

Click to Register

Face the Facts: It’s a Drag and Drop World – Part III

Here’s part III of the series, the final installment. To catch up on part I click here, part II click here.

How to Craft a Workflow Strategy

  • Seek out a check-list driven workflow app provider that has restaurant specific knowledge.
  • Examine the pedigree of the management of the app provider.  The restaurant business is perhaps the most idiosyncratic business in the world.  Do they really know what goes on in the kitchen and on the floor?
  • Don’t be a guinea pig for a company that’s trying to break into the restaurant sector with new app development.
  • See how quickly the workflow app provider can implement you with their “off the shelf” apps, and how quickly they can customized a new workflow app for you.  Sometimes, as with OpsAnalitica, it’s as simple as upoading a spreadsheet.
  • Make sure your provider offers dashboard views of procedure compliance.
  • Make sure your provider offers analytics of your operations, because they are the “window into the soul” of your business. 

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Maximizing Your ROI

  • Technology at any cost is worthless unless it quickly pays back your investment.
  • Accountability management workflow apps, like those from OpsAnalitica, are famously quick to earn back initial investments… in part because they are relatively inexpensive to put in place to begin with.
  • When searching providers, be sure to look for an ROI calculator, or case studies that show how quick the earn-back was.

Finally, ask your accountability management workflow app provider for their input on which apps will do the most to optimize your restaurant locations.

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Face the Facts: It’s a Drag and Drop World – Part II

Here’s part II of this series. Part I was posted yesterday. If you haven’t read part I yet click here and read it first.

Signs you are ready for Workflow Management Apps

The obvious signs that you’re ready for workflow management apps are:

  • Your operations are unprofitable
  • You can’t identify where your problems originate
  • You suffer food quality issues
  • Your operations are in disarray
  • Your operations are disorganized
  • You can’t track or account for losses
  • You are suffering from high staff turnover
  • You are suffering from low employee morale
  • Your services or locations have been red-tagged
  • Your locations have failed a health inspection
  • Your services or locations have been panned on Yelp or TripAdvisor

All of the issues listed above can very likely be solved by creating best-practice workflows, and driving them into your operations through apps on mobile devices.

Let’s look at but one item from above: “You suffer food quality issues.”  A workflow can be instituted to track and Q/A all food items, from the moment they are dropped off, through their storage (temp controls, quantity, dating, expiration dates) to their use (inventory monitoring, ingredient checks) to their preparation (standardized menus deployed, kitchen staff protocols enforced), to their service (wait staff prep, facility prep) to clean up (facility open/close protocols enforced).

What’s best, management can use dashboard-style systems to monitor compliance and get alerts to workflow variations, in real-time, tied to the person responsible.

The question is not: “Are you ready for workflow management apps?” The real question is: “Who isn’t!?” 

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How Workflow Management Apps Improve Productivity

Workflow management apps, like those from OpsAnalitica, improve productivity for these basic reasons:

  • The apps standardize procedures and workflows mentioned above:
    • Line checks
    • Temp checks
    • Menu standardization
    • Setup checks
    • Open checklists
    • Closing checklists
    • Employee onboarding
    • Employee training
    • OSHA compliance
    • Health inspection compliance
    • Customized apps
  • The apps allow for compliance checkup
  • The apps can be adopted from standard workflows, or…
  • The apps can be customized to display entirely unique data sets

By putting procedures in place (either standardized procedures or procedures customized just for your organization), users can drive best practices through an organization, enforce compliance, and monitor variances.

Click here to read part III.

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Don’t Market Yourself Off A Cliff

Screenshot 2015-10-20 12.46.40Screenshot 2015-10-20 12.48.41

Two of the most iconic moments in film history are Thelma & Louise driving off that cliff and Butch and Sundance charging out the door to take on the Bolivian army.

They are scenes of people choosing their destruction.

There are restaurant owners and managers that do the same thing every day.

Screenshot 2015-08-09 08.41.41

We recently wrote a blog about how GrubHub was hurting restaurants that weren’t ready for the sales increases. Restaurants would put themselves on GrubHub and start to get a ton of delivery orders and then not be able to keep up with the volume of both deliveries and in-house guests.

When Groupon first came out, there were stories of restaurants getting so slammed with Groupon customers, especially around expiration dates, that they angered many first-time visitors and in a lot of ways did more harm to their business than good.  This happened to some amazing waffle guys in Denver that I spoke to.

When I first got on Groupon, I watched this idiot massage guy sell over 3,000 $39 90-minute massages in one day. I did the math, and it would have taken this guy over three years full-time doing these deeply discounted massages to get through all the Groupons he had sold. It was crazy. Ironically the next day he enlisted five other massage people to help him work all the Groupons and I don’t think my wife ever got hers.

Back in 2008 I ran the Franchise Assistance Program for a large sandwich franchisor. It was a tough job to have right at the beginning of the recession because a lot of our franchisees were hurting and required assistance.

I was only allowed to give qualified franchisees access to our delivery platform for free. Adding delivery makes a lot of sense for a sophisticated operator who has the bandwidth to market and successfully implement the program. Delivering food requires additional employees and can stress a team if you don’t have the proper set-up. Look at a Jimmy Johns, they have one sandwich line for their in-store customers and one just for delivery, they are set-up correctly.

Unfortunately, for most of our franchisees, delivery wasn’t something that could help them because they couldn’t implement it successfully.  For those franchisees who did it half-assed, it probably hurt them more than it helped them.

My point is this. There are tons of new technology solutions being marketed to the restaurant industry that will help you drive new sales: table kiosks, delivery, carry out, mobile ordering apps, etc.. They can be great tools for your business if your operations are rock solid, you staff up, and you put the systems in place to handle the increased volume.

If you don’t plan for the increase, it is like sending out a coupon that is priced incorrectly, a coupon where you lose money on every redemption. The coupon is the best deal ever, and people redeem it. You feel great about all the business you are getting until you see your bank statement. You marketed yourself right out of business.

A lot of these tools get a service charge per transaction or take a percentage of the sale, so their motivation is to get you a ton of transactions. Your motivation as a restaurant owner is to take great care of your guests and run a financially successful business. Those motivations can be at odds with each other. I think a lot of Groupon’s early customers felt that way.

If you are going to open a new sales channel, then you should do the following things:

  • Put together a financial plan to determine how much it is going to cost you in staffing, food inventory, etc.
  • Make sure you can afford to start this channel for at least 30 to 90 day period.
    • In some cases, you will get busy right away and the danger is in not being prepared.
    • In other cases, you may experience the opposite, which is not enough sales and you have increased your labor and food costs. You need to be able to hold on and give this test a chance to be successful.
  • Make sure you time starting the new channel correctly.
    • Don’t just turn it on, plan it out and start slowly.
  • Find out if the vendor can throttle you in their system to ensure that you don’t get slammed when you aren’t prepared.
    • It’s always better to drink from a trickle than a fire hose.
  • Focus on customer service and quality of product above all else.
    • If you do that then the increased sales will come and be sustained.
  • Make sure you are running safe and efficient operations before adding a new sales channel.
    • Volume increases bring out hidden issues in your operations very quickly.
    • Consider using an automated checklist program, OpsAnalitica, to ensure safety and readiness every shift.

Marketing and adding new sales channels can grow profitability and expand a restaurant’s trade area exposing it to new customers. Generating more cash and growth. This growth can only happen when the new channel is implemented flawlessly, and the quality of the product matches the customer’s expectations.

If operations cannot keep up with new demand, then the new channel can accelerate the demise of your business, and you can market yourself right off a cliff.

Face the Facts: It’s a Drag and Drop World – Part I

You either get dragged (or drag yourself) into restaurant management and accountability technology…

Or be forced to drop out for running an unprofitable business.

There is no middle ground.

That’s for one simple reason: Perhaps 15 years ago it was possible to run a business without a web page, but today it is not. You cannot run a successful restaurant without technology. It’s impossible to do so profitably. It’s just a matter of how much and what kind of technology you adopt.

The days of the hippy cafes or sandwich shops managed all loosey goosey are long gone.  Now, competitors with iPads, tablets, web apps, and interactive spreadsheets will eat your lunch, while serving lunch to all the customers who used to go to the old establishment.

Whether it’s food inventory management, staff scheduling, reservations, or automated line checks, restaurant management and accountability technology is here to stay, and it’s only getting more innovative, more seamless, more integrated.  In fact, the next wave of restaurant management technology is focused workflow and accountability management, and there are exciting solutions on the market today.

Enforcing Best Practice Management

  • Today’s workflow management and accountability technology actually enforces best practices.  The workflows are driven forth through procedurally organized critical paths.
  • That means automated management of such activities as:
    • Line checks
    • Temp checks
    • Menu standardization
    • Setup checks
    • Open checklists
    • Closing checklists
    • Employee onboarding
    • Employee training
    • OSHA compliance
    • Health inspection compliance
    • Any procedure: You name it, even custom workflows
  • These critical paths can be set up to be self-improving, and informed by positive feedback loops.
  • The procedures and workflow that used to be dependent on someone’s memory, or on a list taped to the walk-in… they can now be standardized in an app suite.
  • The value of any standardized workflow is only as good as your ability to put in the hands of all your workers.
  • App-driven workflows can be easily deployed on smart phones, iPads, and tablets.  Linked to the internet, the data that spins off from the apps can feed corporate awareness of operations at extremely granular levels.
  • Reporting and compliance can be monitored through management dashboards.

Click here to view part II.

Share Your Thoughts On The Industry

Every week we aspire to create content for you that will make a difference in your business. You guys have downloaded tens of thousands of reports, eBooks, tools, and articles.  

http://bit.ly/1M83oSQ  

Some weeks we create content that is very popular, and hundreds of you respond by downloading it.   

Other weeks we miss the boat completely.   

If you could take just 3 minutes and tell me what is the single biggest challenge that you’re struggling with in your multi-unit restaurant operations right now.  

A) It would mean the world to me.  B), most importantly I’ll be able to use that information to gear my upcoming emails toward topics you specifically want to know more about.

Click here to take survey.

Keep on Inspecting!

Visibility: What Does It Mean For Multi-Unit Operators

An Amazing Story About Checklists

Wow! What an amazing write up about checklists in Restaurant Hospitality. It’s an older article from 2012, but it’s timeless. There’s no better use case for implementing checklists than what the author lays out in this article.

He talks about taking the unknown out of making sure that your staff is getting things done and doing it correctly. He mentions that your own life experiences drive what’s “common sense” to you and since your staff hasn’t had the same life experiences your views of common sense will be different. Thus laying out what you want accomplished into a checklist ensures that the things you want done will get done, your way.

There are some great tips in the article (copied below) about how to go about creating your checklists. Also talks about the ever evolving checklist that changes over time. That makes complete sense as the way you do business today may (probably) won’t be the same as you do it down the road.

He also talks about accountability and if you don’t actually follow up on the checklists and look at them your staff will notice and stop doing them all together. Everyone is busy and if they perceive a task as being unimportant they will push it to the end of the list. So following up on the checklists and using them as coaching opportunities will ensure that they continue to get done, which is what you want.

Now the one thing that is missing from all of this is the automation piece. Being that it’s 3 years old can have something to do with it as mobile technology has come a long way in the last years. It was around for sure, but the devices, bandwidth, affordability, and usability of technology has progressed at warp speeds the last few years.

Conducting all of your checklists on a mobile device and storing the data in the cloud available for anyone in the organization (with the proper permissions) to view is the final piece to the puzzle. Now you can make sure that not only are the checklists are getting done, but who really did it, when did they complete it, how long did it take them to complete it, etc. You can put rules and processes in place based on the answers submitted so the follow up can be automated. You can manage by exception through management dashboards and proactive reports.

None of those things can happen when you are collecting the data with pen, paper, and a clipboard. Right now it’s so simple and affordable to implement. Plus all your employees are so tech savvy so they will have no problem doing the checklists on their phone or the store ipad.

Click here to watch a video of a checklist app in action!

I have copied the full article from Restaurant Hospitality below:

Checklists help ensure tasks get done your way

If you think all of your employees possess the common sense to complete tasks successfully, you’re wrong. Employing a simple checklist eliminates the need for common sense.
Do you sometimes just want to fire everyone in your restaurant and do all the work yourself? Do you wonder why people can’t just do it the way you want it done? Do you ever find yourself saying, “It’s common sense?”

Common sense is a shared understanding based on experience. I can tell you right now that your managers, each and every one of them, do not share your experiences. They have not grown up in your shoes. They do not possess the same core values. They are not you and will not automatically do things your way just because you think they should have common sense.

You can overcome your assumptions about common sense with an easy two-step process.

Step 1: Create checklists for everything!

Creating checklists sounds so simple, yet I can’t even begin to count how many restaurants don’t have them. And when checklists do get drafted, many restaurant owners are not explicit enough about what they want done or how they want it done.

Here’s the easy way to avoid this pitfall. Grab a pad of paper, stand outside your front door and start writing down everything you see on a daily basis that needs to get done. Especially note the things that really get your blood boiling because they seem so obvious. Continue writing as you walk through your restaurant.

Be precise in your expectations. For example, “Clean glass on front door every two hours, starting with opening shift.” Then list the times.

When your list is complete, task one of your managers to customize opening and closing checklists incorporating every item on your list for every position. Remember, you cannot be too specific.

You have no idea how happy this will make your management team. They’re happy they no longer have to read your mind or endure your inevitable freak out. With lists in hand, your management team will be cool, calm and collected when they see you coming. They can say with confidence they didn’t miss anything if they followed the simple checklist.

Side note: Your checklists are never finished. You will continue to add all of the new things that drive you crazy as they come up. Don’t be surprised if your checklists are two to six pages long. But also don’t be surprised at how well they work.

Step 2: Follow up on the checklists.

Now that you have your checklists and have trained your managers and staff to use them, the easy part is done. You will see results almost immediately. I guarantee it.

But here’s what tends to happen. About three weeks after implementing checklists, when your managers see that you are not looking in the designated binder to confirm the checklists are being used, your managers will start to slack off. And once they slack off, everyone else will slack off. Eventually they’ll quit using them altogether.

How do you hold them accountable? To start, review the checklists daily at first. Find what your managers are missing and point it out. Better yet, show them how you want it done. It’s your job to coach your managers and help them be successful.

Once you see they are following them routinely, you can start to randomly spot check them a few times a week. These checklists will keep everyone on the same page for as long as they’re maintained, but you must check them or they will go away.

When you don’t communicate your expectations to your managers, you’re setting them up to fail. You’re also setting yourself up for endless frustration. Checklists give you an easy way to communicate your expectations and an easy way for your managers to know what is expected of them. This way, everyone is happy.

Today’s Struggles of Restaurant Management

It is hard to believe that I got my first restaurant job 30 years ago.  I was fourteen years old; I remember because I had to get a work permit, I was a grill cook at a Jerry’s Subs and Pizza in the Columbia Mall.

I got my hotel restaurant degree 8 years later, and I remember one of the big themes at school was manager burn-out.  We were still in that time when restaurant managers were expected to work 80 hours a week.

As I look at how the industry has changed over my lifetime, it is amazing to me how much harder it is today to be a restaurant manager than it was back then.

I think in the past restaurant management was a physically tough job.  Over time, I think it has become less physical and more mentally tough.

Our latest eBook:  Restaurant Management The Struggles of Today’s World discusses some of the issues facing restaurant managers today.  I encourage you to get your free copy emailed to you by clicking here.

Even though restaurant management is getting tougher, I think it is ultimately good for manager’s and the industry. As the manager’s of the future are forced to become more well rounded and to wear more operational hats, they will gain valuable skills, and the learning process will be interesting to say the least.

Ultimately all things evolve, and restaurant management is not immune.  So push the Dinosaur Manager’s out of your operations and look for those eager learners who are ready for their next big challenge.  Get them started with a copy of our Free eBook by clicking here.

Thawing and Holding Tips

Thanks to the Missouri Restaurant Association weekly newsletter we’re able to share these tips for thawing and holding food.

Thawing
-Refrigeration: Thaw TCS food at 41 ̊Fahrenheit (5 ̊Celsius) or lower to limit pathogen growth. Plan ahead when thawing large items, such as turkeys. They can take several days to defrost.

-Microwave: You can safely thaw food in a microwave, but only if the food is going to be cooked immediately. Be warned: large items, such as roasts or turkeys, migh not thaw well with this method.

-Cooking: Thaw food as part of the cooking process.

-Running water: Submerge food under running, drinkable water at 70°Fahrenheit (21°Celsius) or lower.  Never let the temperature of the food go above 41°Fahrenheit (5°Celsius) for longer than four hours.

Holding
-Hold foods at their correct temperatures. TCS foods should be held at the correct internal temperatures. Cold food should be held at 41°Fahrenheit (5°Celsius) or lower, and hot food should be 135°Fahrenheit (57°Celsius) or higher.

-Check temperatures regularly. Timing is essential. Make sure you check food temperatures at least every four hours. Toss  food that’s not 41°Fahrenheit (5°Celsius) or lower, or 135°Fahrenheit (57°Celsius) or higher.

-Use food covers and sneeze guards. Keep food covered to help maintain temperatures.  Covers and sneeze guards also help protect the food from contaminants.

-Use hot-holding equipment properly. Don’t reheat food in them unless they are built to do so.

It’s important to have these processes in place and ensure that your staff understands that they are important to your operations. HACCP #7 requires documentation. A great way to accomplish this is to collect and record all this data digitally using an app.

Check out the quick video below for more info on the OpsAnalitica platform:

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