Today we’re going to look at 2 drastically different ways to approach a speed of service issue:
- You can rely on hope, but we all know hope is not a strategy.
- You can use real-time data to identify and remediate issues before they affect speed of service.
Number 1 will work sometimes because, as they say, even a blind squirrel finds a nut every once in a while. But most of the time it won’t work out. So that means that most of the time prep amounts are wrong which means that someone will leave the line during the rush to prep. So that means most of the time there aren’t enough straws or lids at the drink station which means during the rush someone has to stop taking an order to grab a straw. You see where we’re going here.
This all has a negative impact on speed of service which has a compounding effect on sales. If the line is too long people may not even enter your restaurant or drive thru. Those sales are gone forever.
If they did get in line and it takes too long, they may leave, or they may stick around, but will be extremely frustrated and more than likely never return. Now you’ve spent a ton of money acquiring this customer, but they will never pay off because of a speed of service issue.
Now imagine a world everything is prepped, stocked, clean, held at the right temperature all prior to the rush. In this world customers move through process like a well oiled machine, the food tastes great, expectations are exceeded, they become repeat customers and tell their friends.
That’s number 2. When teams have all the data they need to know what needs to be done, when and how, have processes that guide them through their tasks and helps them catch and fix mistakes before they affect customers, they understand the importance of completing the tasks, then speed of service isn’t an issue.
It’s little things that normally get brushed to the side as no big deal that have real ramifications to important parts of your business such as speed of service. It all boils down to setting yourself up for success and then making it happen.
The best chains are habitually great at executing the basics. To be able to do this you need to start with this question: how are you identifying operational issues at your locations today?
We can help. Reach out.
Customers Will Not Eat at Restaurants that Aren’t Actively Sanitizing and Cleaning
Don’t take our word for it, check out these charts from Datassential and Nation’s Restaurant News.
provided by Datassential
Updating your FOH Sanitation and Operations standards is a must as we start to re-open dining rooms. It’s not going to be enough to just tell people that you are cleaning better for them and expect them to trust you.
Customers are going to need to see proof.
That is easy when they come to the restaurant, they should hopefully see a member of your team cleaning and sanitizing during their stay. They should also witness new operations standards that are meant to protect them and keep them safe. We call this Sanitation Theater.
When someone is at your restaurant they already made their purchasing decision. We need to catch the customer when they are making up their mind’s on where to eat. When they are researching your hours, occupancy, menu, etc.
We need to reach the customer when they visit your website.
At first it will be enough to market your new sanitation standards, changes you have made to our operations, etc.. Everyone should/will have a COVID-19 response page.
Remember back in early march when your inbox was flooded with emails from every company you did business with or whom had your email address. Telling you about their COVID-19 response.
We all felt like, I’m glad that Comcast cares about my safety but they provide me with internet and I have not interacted with a Comcast employee in seven years.
My point is, that having a COVID-19 response page is a must have but is very quickly going to become noise and everyone is going to have one.
We need something more, think McDonald’s.
We need a real-time data feed to document and market your sanitation activities that is constantly updating with what your teams have completed.
Sort of like a billions and billions served message streaming across you website or app, updating in real-time.
We need to let your customers know that you are cleaning and sanitizing all day long, creating a safe environment for them because we care about their health and the health of our team’s We need that data on your website and your app.
Which data should I put on my website? it depends on the size of your business.
For larger chains with more locations, it is better to track the sheer number of sanitation and food safety activities. You can do that on a daily, weekly, or monthly basis.
If you are a smaller business and having completed 20 tasks in a day is not going to wow anyone but is probably going to scare customers away, we need to focus on our cleaning/sanitizing compliance.
We want to wow them with the fact that you are following your procedures and you are completing them in every location on-time.
All of this data is available from the OpsAnalitica Platform. Whether you want to display our reports in your restaurant. Or, for more sophisticated operators you can pull this data right from our API on a schedule and display it anywhere you want to your customers, this is the preferred method.
If you would like to learn more about using OpsAnalitica data to prove to your guests that your restaurant is a clean, safe, and fun environment. Please initiate a chat in the bottom right hand corner of this screen.
In this episode of the OrderUp Show Tommy recaps his blog on the big money that has been funneled into 3rd party delivery companies that has been used to convince restaurant operators that delivery will solve all their problems.
Well the data suggests otherwise. Take a listen below.
In this two part series of the OrderUp Show Tommy walks us through the rise and fall of the largest sandwich chain in the world.
He also gives his thoughts on what he would do to save the chain. He’s got experience in this area as he was involved with a very similar situation in the late 2000’s with another iconic sandwich chain out of Denver.
Give it a listen at your leisure. It has been broken in to two separate podcast episodes below.
“The Pareto principle, also known as the 80/20 rule, is a theory maintaining that 80 percent of the output from a given situation or system is determined by 20 percent of the input. … More generally, the principle can be interpreted to say that a minority of inputs results in the majority of outputs.” Read more here.
I fully believe in the Pareto Principle and I believe that it can be pretty accurately applied to all aspects of life.
I have a theory that is solely based on the Pareto Principle and my own observations from my lifetime career in the restaurant industry. It is….
That 80% of the restaurants in America are just getting by and 20% are making all the profits. The 20% group of profitable restaurants chains are constantly evolving and changing. Just because you were in it last year doesn’t mean you will be in it this year.
The restaurant industry in America is large and complex. We are constantly adding new restaurants every day, new brands, new concepts, new types of foods. It is crazy to watch how many new concepts are started every year. Yet the total unit count in the US stays pretty stagnant.
This image is from Statista.com
For every brand new Jersey Mike’s location, another sub shop goes away. That is how Jersey Mikes can have added over 1000 units in the last couple of years and yet the total number or restaurants isn’t growing like crazy.
Think about the number of restaurants that you visit every month. How many of them are just killing it? Include every restaurant, not just the new hot fine dining restaurant in your town. Think about every sub shop, fast food restaurant, delivery order you get. Are everyone of these restaurants turning a huge profit. Are the owners making a great living or are they just getting by?
I worked for P.F. Chang’s in the early 2000’s. We were one of the hottest concepts at that time. We would have a 90 minute wait on a Monday night. When was the last time your location had a 90 minute wait on a Monday Night? P.F. Chang’s isn’t as popular as it was back when I worked there but they are still a really good and profitable chain.
I joined Quiznos in 2008 they had grown from less than 1000 locations in the early 2000’s to just over 5000 locations when I arrived. Now they have 350 to 400 domestic locations. When was the last time you saw a Quiznos, not just ate there?
The franchise restaurant companies will tell you that their biggest issue is that customers can’t find a location when they want one. They have to grow to be more convenient. There are 3 empty Subways, all on the verge of death within 2 miles of my house in the North, East, and West Directions.
I’m not saying that of the 80% of the restaurants that none of them are making a profit. I’m saying that they aren’t making a ton of profits. I’m saying that they are existing but not thriving.
You can see the Pareto Principle working in other ways. 80% of the industry press is gotten by 20% of the chains. I see Sweet Green Articles all the time, there are 20 other salad concepts that you never hear about.
80% of new franchise sales are going to the 20% of the hottest franchise brands.
Whether you agree with me or not; why is this important? It’s important because you have to understand this if you aren’t in the 20% then you have to be better. You have to be great operators, systematize and control your businesses. Eek out every dollar of profit that you can from every shift. You don’t have a choice. You have to fight and control and fight some more. Your road is harder than those concepts that are currently residing in the top 20%.
When I was on the management team at the P.F. Chang’s Tyson’s Corner in 2001. We grew weekly revenue by $80,000 a week over a 12 month period. We were hot, we had people lining up to work, we had low turnover, we used to put 10 2 Tops in the hallway of the mall at lunch time and fill them. We could do no wrong. We weren’t plagued by the problems of slower restaurants because we were in the 20%.
Things that I see in restaurants that are in the 80% that need to change:
- They are dirty
- They are understaffed
- Their quality is hit and miss
- Their food is just OK
I want to suggest to the whole industry that this is one of the toughest restaurant markets that we have ever been in. With new forms of competition, new technologies disrupting our businesses, and way to many locations.
I want to suggest that we can’t operate anymore like we did 30 or 50 years ago. We need to analyze every aspect of our businesses and determine if this is still the right way to operate based on the conditions of todays market place. This is just one example.
Waiters for lunch shifts. Lunch shifts suck in most restaurants because you don’t make that much money. In most restaurants with servers all the side work is divided up by station and you have to fill each station with staff just in case you get busy.
Instead of following this the traditional model, maybe a different approach could work.
- Hire two full time lunch servers that work 8 hour shift and work open to close every day. (Base this off how big your restaurant is)
- These two full-time servers do all the side work in the restaurant, they set-up lunch and they do the closing side work as well.
- FYI: look at how your restaurant is set-up, tables, etc. look to streamline this process and create efficiencies.
- These two full-time servers should get paid a higher hourly wage and should be treated as full time employees. If your company offers benefits they should get them.
- Then use gig labor for the rush. Hire and train a bunch of people who do gig jobs (Uber, Lyft, Door Dash, Task Rabbit, etc.) and bring them in from 11:30 to end of rush.
- These gig labor employees, show up and serve customers during the rush and then as soon as it is done and it is time to cut labor, get them off the clock and out the door.
This is a different way of looking at staffing a shift. It could make you very successful because all the team members are winning. The full-time employees are making great money working a full work week and getting a higher wage. The gig employees are coming in for a couple of hours, working a gig, getting some cash in their pockets, living their lives on their terms and they aren’t caught doing all the stuff that people hate about serving tables. They can get in and get out.
I will say to make these kinds of changes in our businesses, which are totally doable, we have to invest in systems and analysis of our own operations. We have to be so systematized that we can plug and play people into different roles within our businesses.
Also, we have to realize that this won’t work on every position but that shouldn’t be a reason why we don’t take advantage of it where it can work.
If you are looking to systematize your restaurants, consider the OpsAnalitica Platform. Our Food Safety and Ops Management Platform can provide you with the real-time structure and learning you need to run better operations on a shift-by-shift and location-by-location basis.
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.
With the 100% turnover rate in the industry and some of the lowest nationwide unemployment in years, according to Modern Restaurant Management’s Success Survey 60% of restauranteurs indicate that finding and retaining employees was the top area of opportunity in the industry. #3 was attracting/retaining customers. #4 on the survey was optimizing speed and efficiency to drive productivity.
This has brought the topics of customer satisfaction and employee productivity top of mind for managers looking to maximize employee ROI and minimize the affects of employee turnover on their business. .
When you are looking at employee productivity you only have two main levers to pull: reduce labor cost and/or increase sales.
The fastest way to increase employee productivity is to generate more sales with the same number of employees working the same amount of hours.
The easiest way to increase sales organically is to make sure your restaurant is 100% ready for every shift, this gives you the best chance to wow customers and exceed their expectations. Also, being ready is completely in your control as a restaurant manager and your job.
The best way to improve shift readiness is to use the OpsAnalitica Platform for holding your team accountable to be 100% ready for every meal period. Check out our case study to see how we helped increase productivity and sales for one our clients here.
In this guide, we are going to assume you are at maximum sales and you are looking for other ways to increase employee productivity.
Here are some of the realities operators are struggling with on a daily basis that affect employee productivity.
- High turnover – you hire employees, train them at a considerable cost, then they leave.
- No hand – to quote George Costanza “I‘ve got no hand, Jerry!” The Status Quo in restaurants today is that you have made huge investments in training and figuring out the best procedures to run the restaurant, your teams kinda use them but it’s hard to enforce, and your customer satisfaction is taking a hit.
- Can’t get ahead – you are so busy staffing and training that you can’t focus on anything else.
Does any of this sound familiar? Here are some quick thoughts:
- You can’t stop people from leaving, don’t build your business around individuals, structure your business around roles and systems. Consistently move people into different roles throughout the restaurant, this could be different stations or jobs.
- Provide systems, a shift readiness app, to support your team and to ensure consistency of operations on a shift-by-shift basis.
- Take a more generalized approach to your team, don’t rely on a few rockstars or lock them into one role, try to create a deep bench of people who can do everything. Think Moneyball.
- Reward people for giving you two week and 1 month notices if they work out there time, this feels weird because their leaving, but your goal should be to keep the restaurant operating as consistently as possible and this could give you some breathing room to find someone new and get them trained.
- Pay a referral fee even if the person is leaving if they can help you find their replacement.
- Try to streamline initial onboarding training, to reduce the initial labor cost, and get new hires on the floor quicker.
- You know the best way to run the restaurant, you have spent countless hours/dollars training all employees on how to do their jobs and you have checklists/procedures posted on the wall, and nobody including your managers are using them fully. It’s your customer satisfaction, sales, and profits that are suffering. Now with mobile technology and apps like OpsAnalitica you can get literally script out the entire shift for each role by day and hold people accountable to executing the exact way you want them to on a location-by-location, shift-by-shift basis. This is a game changer for running better operations!
- You can dictate what needs to be done and when by each team member.
- You can see what has and hasn’t been completed in real-time.
- You can hold people accountable for following the system and making sure that the restaurant is 100% shift ready at the beginning of every meal period, which gives you the best chance to maximize your sales and profit opportunity every shift.
- One of the most infuriating things for a restaurant operator is to have to comp a meal, get yelled at by a customer, or get a bad social media review for something that the team was supposed to do. You are shooting yourself in the foot for sloppy management.
- I know from personal experience when you are caught in the turnover trap, that it is so hard to execute on other priorities because staffing is always the fire that needs to be put out immediately.
- Be patient, power through, and execute on items 1 & 2 above as much as you can every shift, keep chipping away every chance you get.
- Also, remember that OpsAnalitica offers our platform as a managed service, so we are that extra employee who can set-up and get the software set-up in your restaurants with minimal effort on your part and keep it up to date ongoing. Not one of our competitors offers this level of service or partnership.
Let’s dive deeper into how we can increase productivity. We are going to focus on efficiency, accuracy, and we are also going to look into strategies to shorten and maximize training efforts.
Let’s first examine a typical employee shift in the restaurant industry, this can go for managers and employees.
- Set-up: getting ready for the meal period – Employees are a Cost
- Meal Period: selling food to guests – Employees are Generating Revenue
- Restock/Closing: getting prepared for next shift or closing down operations for the day – Employees are a Cost
Everything we do is in support of maximizing our sales and profit generating opportunity during the meal period and minimizing our costs during the before and after periods. If you can make your employees more efficient so they can execute their set-up and closing tasks quicker while maintaining accuracy then you are increasing employee productivity.
The best way to increase employee efficiency is to use a shift readiness platform for every position on the shift, including managers. Don’t just post checklists on the wall, use a system like OpsAnalitica, where employees can walk around the restaurant with the tasks on their phone or a mobile device. This cuts down on time and errors.
Here is an example of station set-up checklist with a help file spelling out directly what the employee needs to get.
Ex: Instead of getting one thing, the iced tea bucket, an employee can go to the dish area and grab all of the things they need to set up the beverage station at one time because you can spell out in detail everything they need to get in one trip vs. having to walk back to the station to consult the checklist posted on the wall or try to remember everything they need. Unnecessary walking around is a waste of time you are paying for and leads to missed items which reduces your shift readiness and is inefficient.
I hope you understand that making people more efficient and productive isn’t going to be one big thing, like everything else in the industry, it is going to be the sum of a lot of little changes that are going to add up to big savings.
Atul Kwande wrote the Checklist Manifesto, an amazing book about checklists how they are used in different industries, here are a couple of quotes to illustrate these points:
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.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.
An example of an all or none process is getting the restaurant set-up for the meal period. It doesn’t matter that you got the entire iced tea station set-up but forgot to make the tea. As a customer, I’m still waiting for my tea. In today’s world, something as stupid as that can cost you a customer or get you a bad review on Yelp. Every person literally has 10, 20, or 50 other options in their area where they can go to eat. We have to be perfect because the competition is so fierce.
The ultimate goal is to get more done with less: less employees, less hours, less mistakes. In real terms, you are looking to bring in fewer set-up employees or reduce the time it takes to set-up/close the restaurant. Even a 15 minute labor reduction per shift will have a positive affect on your bottom line and increase your employee productivity.
Using a shift readiness platform will also increase accuracy. Accuracy is as important as efficiency when trying to increase employee productivity. It doesn’t help you if you cut labor cost if the restaurant isn’t set-up correctly and you are upsetting customers. Once again using a shift readiness platform increase accuracy because everything is spelled out and mobile.
You will never achieve accuracy and meet your employee productivity goals if you aren’t holding your team members individually accountable to following your shift readiness procedures. If you aren’t using a shift readiness platform in your restaurants and you are still using paper systems, holding your team accountable is a nightmare and quite frankly your systems don’t get done. What are you going to do, have everyone fill out a paper checklist, take a picture, scan it in, or fax/email it to you every shift. What a nightmare and a huge waste of time? We surveyed restaurant operators who weren’t using a shift readiness system and 94% of them believed that their teams weren’t executing their checklists properly or were pencil whipping.
When I was in charge of the Franchise Assistance Program at Quiznos I saw the wrong team destroy sales volume in months that took the owners year to build. The restaurant team isn’t executing, the customers stop coming back, sales start to drop slowly at first but then quicker, all the employees jump ship and go across the street and you as the owner or manager are left trying to rebuild.
If you want to increase employee productivity you have to implement a system that will effortlessly allow you to hold your teams at all levels accountable for doing their jobs. You can’t do it on paper, you need a shift readiness application that will alert you when things are wrong or not getting done so you can quickly hold people accountable and keep moving your operations forward. With our platform we focus on management by exception, we focus on alerting you to issues and when you get no news that is good news because everyone did what they were supposed to do.
Right there, if you move to a system where your team uses mobile checklists to set-up and restock the restaurant. They will be able to accomplish these tasks faster and more accurately than the status quo of today. This will mean that you will be able to increase employee productivity, profits, and by being 100% ready for every shift you will organically grow sales. Once again, we have seen this in the real world, check out our case study.
A New Training Focus
One of the largest employee costs is new hire training. The standard in the industry is a mix of book work (LMS/online training/training manuals) and practical following training, where the trainee follows the trainer, paying two employees to do the job of one. It is incredibly costly and it is very focused on memorization and skill display. Any cost savings in that initial and ongoing training program can greatly affect employee productivity by reducing total employee labor costs and turnover by getting new employees productive quicker.
Right now in the industry, we are overtraining our teams. I know that sounds like heresy and let me be clear that I’m not advocating not to train people, but let’s look at the facts, we have had and will continue to have a 100% employee turnover rate in the industry. Every dollar of extra training that you engage in is one more dollar you have to earn back to get an ROI on an employee.
The goal should be to effectively train a new employee so they can execute their job to standard in as little time as possible. You don’t get extra points for overtraining someone who is going to leave; is there any amount of training you can do that will keep someone at your restaurant even though they can make more money across the street?
The LMS companies will tell you all day long that job and culture training are the keys to everything employee related, and we have typically spent more on training than operations systems in the past because we could better control training than operations, OpsAnalitica has changed that paradigm.
- Training Musts
- Job role functions.
- Grill cooks need to know how to make hamburgers and servers need to know how to serve tables.
- How to be a human
- This covers customer service, sexual harassment, appropriate speech in the workplace, etc..
- Rely on Systems
- Train people to use the systems that are provided to them to be more productive. We don’t want people relying on their memory nor do we want to pay them to memorize.
- Job role functions.
- Area’s to cut Training Costs
- I think it is important to impart history and values, but a culture has to be lived not preached.
- When it comes to culture hold your teams accountable for living the culture not wasting time training the culture.
- Repeatable Tasks
- This is where using a shift readiness app can greatly reduce training costs, don’t spend a dime teaching people how to do these repeatable shift readiness tasks other than how to use the app to complete the process.
- Ex: Instead of paying two people to do closing sidework, hand the trainee the app that outlines specifically what to do and where to find everything and let them execute the list and complete the task. Then can ask questions when they aren’t sure.
- This will train the employee on how to use the app while actually completing the work.
By reducing initial training time, you lower labor cost, and total employee costs, and by using a shift readiness app to drive behavior you will drive productivity and consistent service. This is such low hanging fruit, any reduction will show up in your bottom line.
If I was your restaurant consultant and you tasked me with the goal of increasing employee productivity, this is how I would go about it:
- Focus on creating role-based shift readiness system for your restaurant.
- Implement a shift readiness app, OpsAnalitica, and get it implemented in my restaurants.
- Focus on achieving 100% shift readiness for every shift, in every location, each day. This will start to help you organically increase sales by wowing customers.
- Once I had my role based app working, I would turn my attention to streamlining my training program cutting out unnecessary training that is being covered by program.
- Evaluate how long it is taking my employees to set-up/restock/close the restaurant accurately with the new system and look for places where I could reduce hours or team members during those periods.
This methodology has you focusing on 100% readiness first, which will help increase your guest satisfaction, and lead to organic sales increases as guests get what they expect every visit and will make you a better restaurant. It will also provide you with the system infrastructure to help you deal with employee turnover and get new employees productive faster and with less expense. Once you have achieved these goals, you can then start to look to optimize your labor spend reducing your costs. Basically, with this approach, you will be able to increase sales and reduce costs which is an employee productivity double whammy.
To sum this whole blog up, using a shift readiness app like Opsanalitica is one of the keys to increasing employee productivity. OpsAnalitica will:
- Take the guesswork out of running the restaurant for your managers and teams
- Make your employees more efficient and more accurate as they complete their job tasks
- Reduce your initial new employee onboarding training time and costs
- Provide you with the data you need to reduce labor costs without compromising your standards
- Increase your guest satisfaction by ensuring that your restaurants ready for guest every shift.
To learn more about OpsAnalitica can help you achieve all of this, please click here to schedule a quick introduction call.
The traditional field structure in multi-unit restaurant organizations starts at the restaurant level and goes to an Area Mgr or Director, eventually rolling up to a VP of Ops and COO. For bigger organizations, there is obviously going to be more layers of management between the store and top people.
The person with the hardest job in the management structure is the Area Manager. They have the most direct responsibility; when I worked at Quiznos, our Field Business Leaders had around 50 restaurants each. They were directly responsible for these locations with very little actual control.
Even on a great day as an area manager, you may only be able to visit a couple of restaurants for an hour or two. Forget it; if your patch is spread out over a large geographic area, you might not visit some of your restaurants more than one time per quarter.
The area managers role has also expanded over time. Area managers were originally there to provide operations supervision. Assist the store level managers to execute better, conduct some training, make sure that the restaurants were following the corporate standards.
In a lot of chains, area managers are expected to handle the ops roles from above and to be franchise salespeople, auditors, tech experts, new store openers, etc..
The Area Manager’s role and patch size have continued to expand over time, and it is becoming harder and harder for them to make a difference at the restaurant level.
I could write a whole other blog on area managers being used as franchisor salespeople and auditors. Those two roles are in direct contrast to each other, and the incentives are misaligned.
One last point on area managers, they are expensive. The median salary, bonus, and benefit cost of an area manager in Denver, CO is $146K. Now if they have to travel for work or they get a car, you can add another 25 to 50K to that number.
What is one way we can help area managers be more effective?
We need to give them the management tools that allow them effectively manage their territory.
Area managers need systems that give them real-time visibility into their store’s operations and financials. The POS systems can provide you with the daily sales numbers from each of your locations.
The issue has always been in getting real-time restaurant operations data that would allow an area manager to see what is happening in all of their restaurants; this has always been a problem in the past because daily operations checklists and audits are manual and in most restaurants still on paper.
That is where the OpsAnalitica Platform comes into save the day. When our platform is deployed in all of your restaurants, your area managers will have real-time visibility into what is happening operationally at all of their locations. They will know when things aren’t getting done, they will be alerted to critical violations and will be able to hold their managers accountable right from their mobile device.
This is a game changer in multi-unit restaurant management because for the first time an area manager can see what is happening at every location right now. They can effectively follow-up with restaurants from anywhere. They can identify and help restaurants mitigate problems before they become forest fires.
Real-time field management is a completely new way to manage restaurants, it becomes a force multiplier for your field team, and it saves you money. As a matter of fact, it pays for itself in increased restaurant sales and the subsequent franchisee fees from those sales, check out our case study to see how much money using OpsAnalitica can generate in your restaurants for the franchisor and the restaurant operator.
Let me give you a real-world example to illustrate this fact. When we launched Torpedo Sandwiches at Quiznos, we inspected every location in our chain. For two weeks every field person and about ten corporate employees traveled the country and physically visited and audited every restaurant, over 4000 in total. What do you think that cost us?
The big things we were looking for:
– the restaurants were displaying all of the marketing materials
– the restaurant knew how to make the sandwiches
– the restaurants were ready for the promotion
With OpsAnalitica you can deploy a checklist that requires the end user to take photos of their menu boards, photos of the different sandwiches, you can gather readiness data on all of your restaurants. Remotely. You can see which restaurants have done this and haven’t done it before the promotion and then follow-up appropriately.
Another client of ours runs over 50 short checklists a day and restaurant readiness has gone through the roof. Their field teams know when each restaurant is doing what they are supposed to through the day and are alerted when a restaurant is falling behind. A quick text message to the store is all that is needed to get the restaurant back on track. If critical violations are discovered the field team member can investigate right from their phone and determine the best cause of action to take.
If you couple the OpsAnalitica Platform with a centrally managed checklist program, where corporate provides the mandated checklists and is consistently refining those checklists to address business goals, it becomes a potent operations combination. One of the features that make OpsAnalitica unique is that corporate can create core checklists but still allow restaurants and franchisees to build their own for their locations. Check on this blog on the OpsAnalitica way.
For area managers to be effective, they need the tools to manage their ever-expanding job responsibilities. OpsAnalitica can provide area managers with real-time ops visibility into their locations allowing them to more effectively manage restaurant operations in their territories.
Corporate can keep a finger on the pulse of their operations, creating a feedback loop and constant improvement cycle.
The program pays for itself from restaurants running better operations and will lead to better operations chain wide.
There is one last key to success to make this kind of force multiplier program work. You need complete system adoption. You can’t leave it up to restaurant managers/franchisees to decide for themselves.
If you don’t mandate the solution then you will be managing two systems, and it will not be sustainable nor will you reap any benefits. When everyone is on the platform that is when you get the economies of scale.
To learn more about the OpsAnalitica platform check out OpsAnalitica.com or check out our case study.
This is an interview with Chef Keith Jones. Keith and I have known each other since 1994 when I worked with him at The Metropolitan Club in Englewood Colorado. This is a great interview with Keith who has done and continues to do a little of everything in the hospitality business. We touch on the importance of mentors and a lot of other great topics in the business. I think a lot of you will like this episode because Keith has as expanded his horizons out of the restaurants but stayed in food service.