Another Avoidable Food Safety Incident

Red Robin is in the news for a completely avoidable food safety situation. To date there have been 3 confirmed cases of E. Coli at one of their Colorado locations. One adult and two children have been infected. Two of the three have been hospitalized.

A link to the full NRN article is below, but here are some quick takeaways:

  • Inspectors found critical violations including improper employee handwashing, improper cleaning and sanitizing of food preparation surfaces, and cross-contamination between raw meats and other prepared foods
    • Totally avoidable by Implementing a Food Safety Management System (FSMS) with daily Active Managerial Control (AMC)
  • Red Robin closed the restaurant voluntarily the next day conduct a thorough cleaning and provide food safety training for the employees
    • The problem here is that half the people they trained were gone the next week. Training adds absolutely zero value without processes and job aides in place to enforce behavior change ongoing.
  • Red Robin stated ” We maintain rigorous food safety standards and procedures nationwide, which comply with the most recent FDA Food Code.”
    • This tells us one of two things: Either the Food Code is a joke or, the more likely scenario, Red Robin has procedures in place, but there’s no accountability system in place to ensure the procedures are being followed every shift, every day at every location.

This is a dangerous situation for Red Robin. With the way bad news travels these days this won’t only affect this one Colorado location. This will affect performance at every location. Not sure that Red Robin has the brand power to withstand these types issues. They’re a Colorado company, but they’re not Chipotle (I do realize they aren’t Colorado any more).

This incident is just another reason why digital food safety records need to be mandated. It’s too easy to fake your way through the procedures when it’s filled out on paper.

As promised click here to read the full NRN article.

Ops Mgt Systems Could be as Transformative as POS Systems to the Restaurant Industry

One of the most transformative changes in the history of the restaurant industry was the invention of the POS System. Replacing the siloed cash register and giving brands real-time access to sales data did more to drive multi-unit operation expansion than any other technology. Prior to wide adoption of POS systems restaurants had only changed by a fraction since the time Jesus ate in restaurants.

The next big transformation in the restaurant industry is going to be operations management systems, like OpsAnalitica, and how the data they generate can be used to run more efficient restaurant operations with less employees.

There has been a ton of buzz around all these other types of apps or management systems: mobile ordering, delivery, inventory, and LMS’ etc.. That is because they have huge marketing and sales budgets. These systems generate efficiencies for their users and can reduce waste and time. That is what we are all battling for, to do more with less.

I don’t think anyone would say that Crunchtime with their inventory management is truly transformative. That mobile ordering is transformative, its just another form of call in ordering. I’m not saying that those technologies don’t deliver value, they do, I’m saying that they aren’t transformative, changing how you operate your entire business and the financials associated.

Ops Mgt Systems, you know them as Digital Checklist systems like OpsAnalitica, can be truly transformative to the restaurant industry. Because they, like POS Systems, provide you with real-time visibility, employee accountability, and the ability to change behavior.

I know that most of you think of these systems as just a way to replace your ineffective paper checklists with a digital version. I will admit that we have been guilty of perpetuating this stereotype as well with our marketing. We flat out compare ourselves to paper and the Red Book. If I’m honest, we shouted from the rooftops for years how OpsAnalitica could transform your businesses and that messaging fell on def ears. The restaurant industry just isn’t there yet but you will be. Data is like a drug, very addictive and once you get a taste you will want more.

All software should be implemented in a crawl, walk, run approach to ensure that it gets used and generates a ROI. If we think about OpsAnalitica in that way, your crawl period is getting off your ineffective paper checklists and getting digital checklists deployed at your restaurants. This is actually surprisingly easy with OpsAnalitica and wow’s most of our customers who are used to ineffective partners and botched roll-outs.

If you never go beyond replacing your paper checklists with digital checklists then you will be happy but in all honesty you won’t see a transformation. The transformation comes from leveraging the technology across your organization, reassessing how you operate, challenging the status quo and norms of your business, then leveraging the technology to drive increased efficiency and change.

At their root, platforms like OpsAnalitica drive behavior and facilitate human data collection. Collecting data from human process and controlling behavior across multiple locations before OpsAnalitica was nearly impossible. In that respect OpsAnalitica structures human process and provides data just like your POS does.

To truly transform the industry, companies need to move beyond just doing the normal checklists that they did on paper and managing the same way they always have but without paper. Push beyond what they know and leverage the technology to run their restaurants differently.

Here are some walk and run ideas:

  • Create a ROC (Restaurant Operations Center) that is managing OpsAnalitica for all restaurants simultaneously following up on critical notifications and late checklists. Having a few dedicated people driving system wide compliance and follow-up in real-time could ensure operations compliance across the chain.
  • Great Area Managers are hard to find. It is such a complex skill set and with patch size and time in restaurant, it is nearly impossible to be effective. Instead of paying a premium to find these Jack of all Trades multi-unit operations professionals. Wouldn’t it be easier to find cheaper specialized field team members that focus on very specific job functions: local store marketing, training, ops mgt, hiring, etc.. Leveraging a platform like OpsAnalitica to provide better visibility and accountability than an area manager ever could.
  • Training and On-boarding: our training and on-boarding systems are antiquated and based on employee memorization. This is the best job market in 50 years and restaurant turnover percentage is at 100%. The average tenure of an employee is around 50 days, you can’t afford to pay people to memorize how to do stuff. You need to get every set-up and breakdown checklist into OpsAnalitica and have your people follow the checklist vs. memorize how to do stuff. The great thing about using the checklists vs. memorization is that procedure changes are much easier because you simply change the checklist. Gone are the days of having to update the ops manual, print all new materials, do a road show and train all employees at an all hands meeting.
  • Manage data collection from the field for all your other needs, from shift logs, maintenance requests, health inspection scores, food recalls, training tests, etc.
  • These are just some of the use cases that could transform your business, the people who are best at figuring these use cases are you. You guys know what you need done, what you are being tasked to do and everyday we are suprised at how our clients are using the platform to make their jobs easier.
  • In 2009, I came up with the idea for this platform because I was the RSC Ops Leader at Quiznos and I had to find a way to report on all of our audits, we couldn’t find a software platform that was going to do what we wanted it to do, so I taught myself how to code and built my own. I built this one so you don’t have to teach yourself how to code, you can just leverage the technology to transform your business.
  • To truly transform your business, you can’t bend the technology to meet your current needs. You need to understand how the technology works, then look for opportunities to expand the software within your organization and use it to change how you operate. This is the number one reason why OpsAnalitica has the potential to be truly transformative, because it is so easily adapted and customized to meet the needs of our clients.

    We are a human data collection and task management platform. An inventory platform is just an inventory platform and online ordering is just online ordering.

    You will always need to collect data from your locations, you will always have some amount of humans working there for the foreseeable future. You need a system that can drive their behavior, collect data, provide visibility, and accountability in real-time.

    I urge you to get off your paper checklists and start using OpsAnalitica. Get comfortable with the software, and then start looking for ways to change how you operate. To not continue to operate like we did in 1980, or 1880 for that matter, but to embrace what real-time visibility can do for your business. If you want to talk about your ideas, then go to OpsAnalitica.com and chat us. I would love to discuss your vision with you and how OpsAnalitica could help you fulfill those dreams.

    It’s the little things

    I’ve been very blessed in all aspects of my life, one of the biggest blessings I’ve received is that I’ve traveled and I’ve stayed at some of the best hotels, resorts, and sailed on the nicest cruise ships in the world.

    This last weekend, my wife got us a room at the new Gaylord of the Rockies resort. It is brand new Gaylord Hotel and Convention Center located near the Denver International Airport.

    I was sitting at the pool on Memorial Day before checking out and I noticed that the music wasn’t on. The pool just didn’t feel as bubbley, if that is the right way to describe it. Then I looked down and saw a straw under my chair.

    It’s the little things.

    I started thinking about all the things that you have to get right to go from good to great.

    There are a million quotes about the little things. About how the last 5% is what really matters in everything.

    Let me be clear here, The Gaylord did an amazing job. I’m not trying to knit pick them to death. The music being on or off didn’t take away from the room, or the service, or the amazing food. It just sparked this idea.

    The music not being on just made the pool feel less complete. They had music on the whole day before and had pool parties, etc.. The pool area was alive and jumping and the music added to the happy and relaxing feeling.

    When you have a complete experience, it feels better, it feels right, it is memorable, it is great.

    Here is the thing, we are all capable of providing a complete experience in every guest interaction. Whether you are at a McDonalds or Harrod’s in London for Tea.

    We all have a brand, we have set those brand expectations through our marketing, previous guest interactions, and through our continuous operations.

    People always say that the greatest thing McDonald’s has done is that you can get the same Big Mac and Fries anywhere in the world. Same is true for Coca Cola and many other brands. They have perfected consistency. I’ve never opened a brand new Coke that was flat; have you?

    What is frustrating about the little things in the hospitality industry, especially for brands, is that corporate has already thought about all the little things, that is their job. They have created exhaustive training and checklists to help the locations not miss the little things. Yet they get missed constantly.

    Why?

    Because know one uses the checklists as they were meant to be used. Atul Gawande, author of The Checklist Manifesto lays this out in his book.

    Faulty memory and distraction are a particular danger in what engineers call all-or-none processes: whether running to the store to buy ingredients for a cake, preparing an airplane for takeoff, or evaluating a sick person in the hospital, if you miss just one key thing, you might as well not have made the effort at all. A” 
     Atul Gawande, The Checklist Manifesto: How to Get Things Right

    I get it, checklists aren’t fun or exciting. They feel beneath us in a lot of ways. Senior managers think checklists are just for training and not meant to be used at the start of every shift in every location.

    In a complex environment, experts are up against two main difficulties. The first is the fallibility of human memory and attention, especially when it comes to mundane, routine matters that are easily over-looked under the strain of more pressing events.Atul Gawande, The Checklist Manifesto: How to Get Things Right

    This is where we as an industry have to grow up. Pilots, know matter how many hours of flight time they have still use checklists for everything. There are 3 checklists to turn the plane on.

    The reason why? It’s exactly what Atul Gawande stated above. The fallibility of human memory and attention, especially when it comes to mundane routine matters. That is operations management in the hospitality industry. You are getting the restaurant ready for business, you’ve done it 1000’s of times, people are constantly distracting you with questions and pulling your attention away from the task at hand. Little fires keep popping up.

    Then you forget to check things because you are too distracted. Some days it’s the music and other days it’s the holding or reheat temperature on some food. Some days it’s the open sign and other days your dish machine isn’t sterilizing the dishes and you are getting people sick.

    The problem is when we don’t use checklists the way they are meant to be used, we don’t know which side of the spectrum we are going to land on. We just know or should accept that we are missing things.

    You are kidding yourself if you think you aren’t getting people sick. You are. Any time a person goes into a restaurant and then within minutes they are not feeling well, your food had something to do with that. Even if it didn’t really, that the person got sick from their lunch and not your dinner, in their minds it was your dinner.

    We have to change how we train and operate our locations. It is imperative that we move away from the reliance on memory and experience and work on systematizing every aspect of running our restaurants to counteract the other forces that are working against us. We have to use checklists diligently as they were meant to be used in every department, every shift, by every member of the team from the GM to the server.

    The whole point of this blog is this. Had the pool manager followed a readiness checklist, I’m sure, that turn the music on is on that list. I’m sure having a member of the custodial team confirm that there was no trash under the pool chairs was on that list.

    Senior managers and all team members should embrace checklists as the cheat sheets, the short cuts, the work smarter not harder tools that they are. We should reward people for high levels of checklist compliance. Completing checklists diligently and on-time and coach train people who pencil whip and have low compliance. Our research has shown that high checklist compliance restaurants are better restaurants from a customer satisfaction and profitability standpoint. They are better.

    We have to control what we can control. Because when we do we provide our guests with a complete experience, they will rave about us and tell their friends and that should lead them to come back again sooner. We owe this to our guests, employees, and owners.

    One of the main reasons that checklists don’t get done today is because they are paper based tools. In the world of multi-unit restaurant management paper checklists are pencil whipped because management cannot hold their teams accountable in real-time to getting them done.

    To really run great restaurants, you need a digital checklist platform that will give you the tools to hold your managers and employees accountable to following your procedures every shift in every location.

    To learn more about how OpsAnalitica is helping restaurant operators run better restaurants, visit OpsAnalitica.com

    Remember, it’s the little things. Oh, and they turned the music on later in the morning.

    Dynamic Checklists: What are they and why you should care

    Dynamic checklists are customized checklists that conform themselves to each location as they are loaded. They are smart checklists that know that each location is slightly different and they only show questions that are relevant to that restaurant.

    In short, you can create one checklist that works for every location in your chain and your store level team is always working a checklist that is perfectly configured for their building, equipment, menu, and configuration. Think Sheet-to-shelf inventory lists for checklists and audits.

    Why should you care? Money!!!!!

    Let’s start at the restaurant level where 99% of your checklists are completed. When you are using generic or non-dynamic checklists you are costing yourself money.

    1. Your checklists take longer to complete because they have more questions then they need for each location and your team is spending time trying to figure out which questions they should answer.
    2. Do you really want an employee determining which checks are important and not important for your business and brand?

    3. Your data is less accurate because you can’t require all of your questions to be answered every time. Some people are able to pencil whip or skip bunches of questions.
    4. You have to do more training initially so that your team knows every nuance of your checklists and their location vs. just having a sheet-to-shelf version that they can just complete without thinking and making unnecessary decisions.

    Basically, when you can’t dynamically customize your checklist to your locations, you pay more money for worse execution and mediocre data.

    Before you dismiss this as just pennies of cost. The average restaurant management team is supposed to be completing about 2 to 2.5 hours of managerial, food safety, and restaurant readiness checklists per day.

    Think about it, you have two line checks that take 45 minutes each to complete, that is 90 minutes right there. Most of our clients have between 5 and 15 shorter checklists that get executed throughout the day. Examples of common checklists that our clients are using: Manager opening and closing, HACCP Logs, Shift Logs, Line Checks, Mid-shifts, Deposit Logs, Station opening and closing, prep lists, cooling logs, oven checks, equipment checks, temperature logs, etc..

    At two hours a day, 363 days a year, that is the equivalent of 18 (40 hour) weeks a year your team is spending doing checklists. Quick math that is about 36% of full time employees year spent doing checklists. Making sure the checklists can be completed quickly, accurately, and that you achieve your business goals of running safe and inviting restaurants is paramount to your business.

    Checklists are the most important administrative activity in your restaurant because they are the driver of food safety, operations consistency, and customer satisfaction.

    Now let’s talk about the wasted money at Corporate because of checklist systems that can’t dynamically create checklists and audits for their locations. We are working with a client and their system administrator was spending 20 hours a week managing their audits and daily checklists on one of our competitors software before coming to OpsAnalitica. This 20 hours was in addition to their other responsibilities.

    They had to have several versions of every checklist in the system. They had to have, in some cases, hundreds of redundant questions to account for deficiencies in our competitors platform. All this added up to a ton of extra time trying to conform their business to their checklist program vs. having checklist software that worked with their business.

    20 hours a week of admin time, that is insane. The worse part was, they didn’t always make the changes they wanted to because the software was hard to administrate. They missed out on opportunities to get better data, to make better operating decisions, because their software wasn’t up to the task.

    Why is OpsAnalitica able to create dynamic checklists when our competitors can’t. First, we were built from day one to be a daily checklist platform when most of our competitors started off as audit platforms. We knew that daily checklists did more to drive behavior change at the restaurant level then audits did and that was learned from years of restaurant management experience from the store to the corporate level. Daily checklists are harder to build and require more nuance than a one size fits all audit solution.

  • The OpsLogic Engine, is our secret sauce. It allows us to create the logic that drives dynamic checklist creation. I’m not going to get into more detail here other than to say that we have the most advanced logic engine in the space today, we are making huge investments to make it more powerful and it going to change how you run your business.
  • One last point about our OpsLogic engine, it goes beyond just yes no questions. We are writing logic that ensures your food safety and quality goals are met. Take cheese sauce as an example: sure it needs to be warmer than 135 but it needs to be less than 165 or it breaks and you have to throw it away. This increases food cost and is equivalent to throwing money in the garbage.

    An Intelligent OpsAnalitica checklist is going to flag that question in real-time and provide the employee with directions, “Cheese sauce too warm, in danger of breaking, reduce temp immediately, take photo to document”. By the way that corrective action is required.

    One of the phrases we use a lot over here at OpsAnalitica is “We take the guesswork out of running the restaurants.” This has never been more true with our Dynamic Checklist creation and OpsLogic engine. To learn more about what we can do to help you run your business and to get a pricing quote, please fill out this form.


    Top 10 Food Service Management Solution Provider

    We are extremely honored to be recognized by Food & Beverage Technology Review as a Top 10 Food Service Management Solution Provider of 2019.

    The team at OpsAnalitica works tirelessly day in and day out to develop a best in class solution that is easy to use, packed with value, for a price that is much lower than the competition. We believe that technology should, first and foremost, provide efficiencies in the business, but also be less expensive than traditional paper processes.

    We continue to pump out intuitive features that help our clients reduce risk around food safety and deliver consistent guest experiences at all their locations, every shift.

    Kudos to the whole OpsAnalitica team for providing a solution and customer experience worthy of this recognition.

    Thanks to our loyal customers for their trust in our platform and their valuable feedback which 100% drives our development efforts. We wouldn’t be here without their support.

    Here’s to more exciting things to come out of OpsAnalitica in 2019!

    You can read the Food & Beverage Technology Review article and interview with our very own Tommy Yionoulis here.

    You can access the May issue of Food & Beverage Technology Review in digital format here.

    If you are interested in learning more about how OpsAnalitica may be able to help you reduce food safety risk and drive consistency in your operations click here to request more information and schedule a demo.

    Chipotle Still Doesn’t Have a Food Safety Culture

    There were two interesting articles about Chipotle last week:

    1. MMA announcer Jimmy Smith says he found ‘full-sized staples’ in Chipotle burrito
    2. Chipotle’s stock is having its best quarter ever—here’s how to play it

    Chipotle’s stock is getting back up to where it was before their food safety issues in 2015 and 2016. It has been a hard slogging road for them to get back. They ousted their founder and CEO, the brought in the Taco Bell CEO, this is funny and I’ll explain more later. They have continued to have food safety issues.

    A quick history of our interactions with Chipotle.

    In 2014 I met with a buddy of mine who was the first outside director in Chipotle’s history. He and I had worked to together before and he had just come from Taco Bell to Chipotle. We had just launched version 1 of our platform, it wasn’t even called OpsAnalitica yet, and I was telling him how he should bring this to Chipotle and let them see what it could do for their business.

    He point blank told me he couldn’t. That Chipotle wasn’t a traditional restaurant company and they didn’t believe in checklists. Chipotle believed that if we hire the right people, train them to do the right things, that we don’t need checklists. He went on to say that if he brought our software to his bosses that he would get run out of there for trying to turn Chipotle in to Taco Bell. Now Brian Niccol is very slowly turning Chipotle into Taco Bell, that is what I thought was funny.

    Obviously in 2015, 2016, 2018 Chipotle had major food borne illness issues. I interviewed a former Chipotle manager on our podcast, A Passion for Restaurant Operations, and he confirmed what he saw happen at the company. Basically what my buddy told me was correct that Chipotle was really focused on their culture, employee training, and promoting from within and this was working until they got over 500 restaurants and they kept growing at rocket pace. They were opening stores too quickly and couldn’t promote and train from within fast enough to keep their culture pure.

    To staff these new stores they had to bring in people from the outside who didn’t come up in Chipotle and hadn’t been imbued with their culture, that is really when they started to have their issues. Now you have a company that doesn’t really have a food safety mentality, a ton of tools or systems in place to manage food safety and people who are used to having those types of tools who are running wild.

    In 2017 we were asked to submit an RFP to be Chipotle’s internal audit software. I don’t know if this project was ever approved because the RFP was happening during the Brian Niccol switch over and Chipotle went dark during that period. I do know that one of our competitors, Zenput, is being used by Chipotle in some fashion to help their food safety operations, see staple article above.

    I would be lying to say that if Chipotle had chosen us that we would have said no. I can say that we had a ton of internal conversations about do we really want to be in business with Chipotle for a number of reasons, most importantly that we didn’t feel like they were actually doing the things that they needed to do to fix their biggest operations problem which was and I believe still is, Food Safety.

    I was in a Chipotle a couple of weeks ago, I think I have only eaten at Chipotle 1 time since 2015 and we were a Chipotle family before that. We ate there all the time. I went to the University of Denver Hotel and Restaurant School back in 92 – 95 and the first Chipotle opened 2 blocks from our building, I have a long history with the brand.

    I do know from my last visit that they have a software solution but also still use a red book. I know this because I ask the managers what they do from a food safety perspective all the time. Anyone who uses paper to manage their food safety isn’t serious about food safety. Anyone who has ever worked in a restaurant knows that people don’t do their paper checklists. 94% of managers we surveyed said their teams don’t do their paper checklists correctly.

    Paper isn’t a system, it’s just paper.

    A system is a that you check, identify, record, upper management confirms and remediates issues that are discovered in a timely manner and that you document all of this as you go. Of course, you could do this on paper, but because it is very hard to confirm in real-time using paper, the whole system breaks down and doesn’t get done.

    If you are looking to graduate from paper to a real food safety and management accountability system that is cheaper per month than the Red Book, please check us out at OpsAnalitica.com. We have the best restaurant checklist platform on the market and as the low-cost leader, we are able to deliver incredible value for less than it would cost to manage this on paper.

    I hope that in Brian Niccol’s Taco Bell-ization of Chipotle, that he brings their systems and food safety culture with him, not just for me because I love Chipotle’s food but for their shareholders. If they continue to get people sick I don’t know how their stock will retain its value.

    I’ve said this before and I will reiterate it again. Had Chipotle not had so much brand equity with it’s stakeholders, the last couple of years would have destroyed their chain. It is a testament to Chipotle’s founders that they built such an impressive brand that it withstood their mismanagement.

    We wish Chipotle all the luck in the world and hope they can create a food safety culture that also honors their promote-from-within and hire the right people culture that served them so well for so long.

    Digital Checklists are More Important Than Ever To Minimize the Effects of High Employee Turnover

    I’m going to do my best to keep this blog short and sweet. Here is the deal:

    1. Employee Turnover is at an all-time high but employee tenure is the more important measure to understand. Tenure is how long our employees are staying in their jobs.
    2. Because the average employee is staying such a short amount of time we have to re-design how we onboard, train, and operate our restaurants to minimize the effects of this turnover and their associated costs.
    3. Checklists are a key component in reducing employee training costs and running more consistent daily restaurant operations. The only checklists that actually work are ones that are managed through a Checklist App where you have visibility and accountability.

    7 Shifts, the Scheduling Company, compiled 7 Restaurant Scheduling Stats of 2017. Click on the image below to see the whole infographic. The facts were crazy but these on how long employees on average stay in a job really stood out to me as scary.

    High restaurant turnover is an all-encompassing thing, I know this because I’ve lived it. When you have high turnover you don’t have time to think about anything else, you’re constantly engaged in hiring, training, and backfilling positions. All other pro-active things that you want to do for your restaurant get neglected. How can you work on that new menu or special when you have 3 open positions for tonight’s dinner rush. It’s brutal.

    The reality is, you have 57 days with a server, 54 days with a cook, and 124 days with your most expensive employee, your manager. These numbers really paint a picture of what restaurant operators are facing. Add to that the lowest unemployment in decades in the US and things are bleak for restaurant hiring.

    Now that you see what the average tenure of an employee is; do you still think it is prudent to spend 4 or 5 days on-boarding/training a person that is only going to be around 54 days? That training time for a server/cook could equate to 10% of their entire employment period at a higher than normal hourly wage.

    Here is what we have to do in the industry to minimize these effects.

    Shift your Training to Focus on Employee Productivity as Fast as Possible

    You have an employee that is going to stay 55 days. The difference between 3 to 5 days of initial training is significant. 3 Days of training is 5.4% of their tenure vs. 9% at 5 days. Think about the ROI jump on that employee when you get them productive quicker.

    The easiest place to cut training cost is to reduce the initial onboarding and training period. You do it by:

    1. Cutting all superfluous training out of the curriculum and focus 100% on must-have job role knowledge. Ex: Cooks need to know recipes, servers need to know how to use the POS and steps of service. Get new hires into their stations contributing to sales ASAP.
    2. Systematize Everything: Anything that is repeatable has to be in a checklist or in-station Job Aid. You can’t spend a second training people how to remember to do a repeatable task. Instead, you need to teach them that there are systems available to guide them through these tasks as they are doing them and how to use these systems.
    3. Shift to More Daily Training: You have to shift training from a front-loaded multi-day activity and move the non-job role must-have items to a daily format. Pre-shift meetings for all members of the restaurant are a way to still deliver this culture and non-job specific training in a short couple of minute sessions. Repeating this training over time is very effective.
    4. Simplify as much as you can. For instance, and a lot of people have done this, put allergen, gluten, health information right on your menu. That makes it easy for customers to find out what items they can eat and reduces the amount of training you have to provide FOH employees on the menu. For the BOH, reduce as many steps as possible for prep and in your recipes. Anywhere you can find efficiency without compromising quality, you should make the change. A great example is a lot of quick-service restaurants have assembly cards in the different cooking stations, this helps with consistency but can also reduce upfront training time because there is a job aid right in their station. You have to do that because your employees aren’t around long enough to learn super complex processes.
    5. Use your employee’s phones to your advantage: Nothing infuriates me more than wanting something from an employee at a restaurant, waiting for them to see me, and they are looking at their phone. I get it. Phones can distract people from doing their jobs and there should be consequences when that happens. On the flip side, tablets are expensive. Cheap Android tablets with cases cost around $125 to $200. iPads can cost $400 to $1000’s of dollars. 99% of your employees have smartphones that can be used on your Wifi for free to engage in training and to complete checklists. You can’t mandate that they use their own phones, you have to provide an alternative, but you can allow them to use their devices to make your business better and their jobs easier and more convenient. Treat their devices as a force multiplier.

    Short Checklists for All Repeatable Tasks and Job Aids for Singular Tasks

    Most Pilot checklists are 5 or so questions. Turing the engines on isn’t one 50 question checklist that takes an hour, it might be 3 5-question short checklists with high-level items on them. We have a chain client that has a 30 to 40 total, 5 to 6 question checklists for every station. They take a minute to complete but they cover the most important items from a shift readiness perspective for each station. Their readiness went through the roof when they implemented this system.

    Short checklists get done at higher percentages of compliance than longer checklists. You are always going to have a need to have some very thorough checklists and they tend be longer, line checks, food safety checks spring to mind and that is fine. Focus on making a lot of your checklists, short and easy to complete. Also, if you have long checklists, make sure you choose an app that supports real-time collaboration where multiple people can work simultaneously on the same checklist, that will help speed it up and drive higher compliance.

    You should use checklists for tasks/processes that require multiple steps or multiple items. Job Aids should be used for single steps. You would use a checklist for setting up the beverage station because it involves multiple steps and multiple items. You would use a job aid to show how to make the Iced Tea.

    The concept of multi=checklist and single=job aid can be applied to all departments. Also, use common sense when it comes to creating job aids. You don’t need a job aid on how to clean the front door with windex. You may want one on how to cut lemons because lemon slice size affects food cost and customer satisfaction.

    Digital checklists and the OpsAnalitica Platform

    Your restaurant’s team is constantly turning over. In a lot of restaurants, the most senior person could have 4 months of tenure or less. Everyone is new all the time and you are constantly training and on-boarding new employees.

    You need to create systems that they have to follow so you can ensure food safety, shift readiness, and consistent customer experiences. You need systems that can be easily updated and centrally managed so that changes to operations can be quickly implemented at a minimum cost.

    You also need a way to hold the team accountable for using the checklists and systems you have created. Because institutional knowledge of your operations in this environment can be very low, you need a way to bubble up issues to upper management in real-time and an ability to view what is happening at any location from any device.

    Don’t forget about deep clean and preventative maintenance. You need to bring those activities into your checklist system so you track them. To make sure you are doing those activities so you don’t incur unnecessary repair costs, downtime, and losses. Also, because of the short tenure of employees, the current employees won’t have a clue if the last maintenance activities happened before they worked for you.

    The entire restaurant industry has managed itself with paper checklists for years. The problem is, paper checklists don’t get done and there is no way for an above store leader to manage operations with them easily and effectively. We all know that our paper checklists are getting pencil whipped, 94% of managers surveyed said they knew their employees weren’t following them.

    The OpsAnalitica Platform is the perfect platform to replace your paper checklists with. As the low-cost leader in the restaurant digital checklist space, we can provide your team with the platform that will replace your paper checklists for a cost that is less than the Red Book per month per location.

    Our platform will provide you with real-time visibility, enhanced accountability, and critical notifications, in a fully customizable app that works on any Android or iOS device.

    As the overall economy continues to grow, as the labor pool continues to shrink, restaurant employee turnover is going to stay a concern for the near future. As restaurant operators, we need to look for ways to streamline our hiring, on-boarding, training, and daily operation processes so that we can minimize the effect of this high turnover on our teams and on our customer satisfaction. One of the easiest and quickest ways to do this is to move your paper checklists, that aren’t getting done, to an app where you can hold your teams accountable to following your ops procedures.

    OpsAnalitica Beats Paper Checklists and the Red Book

    At OpsAnalitica, we were the first to preach daily checklists and their benefits for running better and safer daily operations, improving visibility and managerial accountability using an app. While our competitors were preaching auditing your way to restaurant health, we knew that audits were incapable of driving behavior change at the restaurant level.

    As we have done analysis on how our prospects/clients conducted their operations in the real world before using our app, what we realized is this, their process wasn’t broken, it was their tool that was broken. I’m speaking about paper based restaurant checklists and food safety systems.

    Whether you print your checklists every week or your purchase the Red Book. It doesn’t matter, your checklist compliance, shift readiness, management accountability, safety processes, and record keeping are all suffering not because they aren’t well thought out or that you didn’t do a good job of training your teams, they’re suffering from the inherent weakness of paper.

    Paper based systems have the following issues:

    1. Paper can’t proactively bubble up issues to management.
    2. Data on paper is essentially useless because it can’t be viewed by people who aren’t at the location and it is expensive and time consuming to get it into a database where it can be queried and used to make better decisions.
    3. You can’t hold your team accountable to following your paper based procedures – this is paper’s biggest weakness.
    4. Pencil Whipping, your managers aren’t using your systems as they were intended and your profits are suffering.

    Now there is a better way to run your restaurants, a way to ensure that your teams are following your procedures every shift. A way to have issues bubbled up to management immediately so they can react quickly to squash them. A way to have real-time visibility into all of your restaurants from your phone, and to stop pencil whipping which directly affects customer satisfaction, sales and profits.

    Ditch Paper and Go Digital. The OpsAnalitica Platform is cheap, less than the cost of the Red Book per month, and an easy replacement for your paper checklists. The benefits of using the system, as described above, we fix all the accountability and visibility issues that you have with paper. We do it by simply taking your current process and changing its medium from paper to a phone or tablet, that’s it.

    Imagine a world where you go into your restaurants and your teams followed every procedure during their set-up. You conduct a spot check on your line and all you food had been temped and tasted and everything is exactly as it should be. You have a restaurant that welcomes a health inspection or 3rd party audit, because things are to spec. A restaurant where guests are excited to dine because they always have a good experience. That restaurant is completely possible and there is no secret on how to operate it.

    It’s shift readiness and consistent execution. It’s blocking and tackling, it’s following your checklists every shift in every location. The thing is, you already have your procedures, you have already done the hard work of figuring out all the stuff your teams need to run your restaurants with perfection. The problem is they aren’t doing it and you can’t hold them accountable to doing it while you are using paper checklists as your system.

    Paper based lack of accountability affects all restaurants; regardless of size, type, and revenue. Chains and single unit operators alike face the same issues when it comes to holding their managers accountable to following procedures.

    I was talking to the members of the c-suite of a brewery restaurant chain. They were telling me how thorough and important their line checks were to their operations. How they audited the restaurants once a quarter and that they checked line check compliance on the audits. So I asked the question, are you auditors seeing 180 line checks when they audit? Everyone in the room just laughed. Oh yeah, they all get done, Ha Ha Ha.

    What is that old quote, the definition of insanity is doing the same thing over and over again and expecting a different result. That is the restaurant industry when it comes to operations procedures and checklists. The restaurant industry spends tons of money and time figuring out the best way to run the restaurants to maximize customer satisfaction and efficiency. We are masters at figuring out how to run these restaurants, to simplify processes so they can be executed at the most base level. We are truly brilliant at that part of running restaurants.

    The crazy part is, we don’t do a good job of holding anyone accountable to following any of our procedures. Because with paper it is too hard to do that effectively so we just don’t do it. We laugh about our teams not following our procedures and yet we spend a ton of money developing those procedures. Why spend the money developing them if no one is doing them?

    That pencil whipping mentality is so ingrained in our operating culture because, once again, up until the invention of platforms like OpsAnalitica you couldn’t get the visibility or accountability you would need to stop it.

    It’s time for a change, it’s time for restaurant operators to hold their teams accountable to following their procedures because that is their jobs and because when they don’t do it customer satisfaction, safety, sales, and profits all suffer.

    If you would like to learn more about how the OpsAnalitica platform can change your business, click here.

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