Operational ExcellenceOperational Excellence OER Presentation 2009.pdf · of our real OER coaches...
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Operational Excellence Operational Excellence
Transcript of Operational ExcellenceOperational Excellence OER Presentation 2009.pdf · of our real OER coaches...
Operational ExcellenceOperational Excellence
Our MissionOur Mission
GREAT PIZZASGREAT PIZZAS
G t/R k• Great/Remake – Rim– Size– Portion– Placement– Bake
epta
ble
Acceptable Color Range
epta
ble
Una
cce
Una
cc
GREAT PIZZASGREAT PIZZASBrand Tracking Study – July 2009
72%Pizza Taste
72%
85% 85%87% 86%90%
95%
100%
Domino's Papa John's Pizza Hut Little Caesars
72%74% 74% 73%
71% 0% 72% 72% 72%80%
81% 82% 81% 81%85% 85% 84% 83% 83%
81% 82% 83%86%81%
79% 78% 76% 77% 77%79% 79% 81% 80% 79%
77% 78%80%
82%
70%
75%
80%
85%
67%71% 72% 71%
65% 66% 68%71% 70% 72%
62%
50%
55%
60%
65%
70%
50%May'08
Jun'08
Jul'08
Aug'08
Sep'08
Oct'08
Nov'08
Dec'08
Jan '09
Feb'09
Mar'09
Apr'09
May'09
Jun'09
Jul'09
5 Point Loss15 Point Loss5 Point Loss15 Point Loss
Customer Appreciation WeekCustomer Appreciation Week• Incentives = 3 Star or Better• Start weighing pizzas now:
– What is Extra Cheese on a Large?g– Where does Extra Cheese go?
• Order enough dough and MANAGE ITOrder enough dough and MANAGE IT
Creating Customers for LifeCreating Customers for Life Starts with Good Food
Service – who cares?Our Customers!Service who cares?Our Customers!Brand Tracking Study – July 2009
65%Speed of Delivery
65%
62% 61% 61% 61%65% 65% 65%
62% 64% 65%
58%63% 65%
60%
70%
80%Domino's Papa John's Pizza Hut Little Caesars
56% 54%55%
61% 61%59% 59%56% 54% 56%
58% %
54% 55% 55% 56% 55%58%
46% 47% 47% 48% 49%52% 49% 48%
45%48% 46% 46%
42%
46% 45%40%
50%
60%
42%
30%20%
30%
May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun July'08 '08 '08
g'08
p'08 '08 '08 '08 '09 '09 '09
p'09
y'09 '09 '09
DOT = 25DOT = 25
1st Load
1st OTD
1st DOT
Comments
dMonday
Tuesday
Wednesday
Thursday
Friday
Saturday
Accurate DataAccurate Data• Manage your service – measure it and use g y
the information to make decisions
Customer Appreciation WeekCustomer Appreciation Week
Customer Appreciation WeekCustomer Appreciation Week
• CUSTOMER VIEW & LOBBYCUSTOMER VIEW & LOBBY
And Our Customers Care!Our Stores Are DirtyAnd Our Customers Care!Our Stores Are Dirty
2008 BTS DATALikelihood To Recommend By Cleanliness Rating
91%
1 to 6 Rating 7 Rating 8 Rating 9 Rating 10 Rating
50%59%
70%
32%
7
Cleanliness of Pizza Place
59%
60% 60%63%
58% 59%
60%
60%
62%60%
57%59%
62%
63%58%
51% 53%57%
61%59% 58%
55%
61%60%
60% 60%
68%66%
55%
60%
65%
70%Domino's Papa John's Pizza Hut Little Caesars
Brand Tracking Study July
48%50% 51% 51%
48% 47% 48%
55%57%
51%
47%44%
48%
49%56%
58%56%
51% 53%56% 57%
40%
45%
50%
55% Study – July 200949%
May'08
Jun'08
Jul'08
Aug'08
Sep'08
Oct'08
Nov'08
Dec'08
Jan '09
Feb'09
Mar'09
Apr'09
May'09
Jun'09
Jul'09
Professional Manner of Employees
66%67%66% 67% 68%67%66%65%68%
70%
68%70%70%69%69%
72%74%75%
70%69%72%
74%73%75% 78%
69%67%
71%70%
75%
80%Domino's Papa John's Pizza Hut Little Caesars
Brand Tracking62%
66% 66%
60%60%60%
66%
66%65% 70%68%
64%65%65%
69%67%67%
65% 66%67%64%65%67%
64%
50%
55%
60%
65%Brand Tracking
Study – July 200970% 50%
May'08
Jun'08
Jul'08
Aug'08
Sep'08
Oct'08
Nov'08
Dec'08
Jan '09
Feb'09
Mar'09
Apr'09
May'09
Jun'09
Jul'09
70%
SanitationSanitation
Systems!
Shop InspectionShop Inspection
Turn a 3 Star into aTurn a 3 Star into a 5 Star5 Star
TODAY!TODAY!
3 Star (74)3 Star (74)
• Ovens set at 5:30 = 2• 3 Remakes = 12• Driver wearing a non-Domino’s jacket = 3• Drivers unshaven = 3• Drivers unshaven = 3
74 + 20 = 94
3 St (72)3 Star (72)
• Small and Medium dough underproofed = 5• 3 Remakes = 12• Banana Peppers expired = 3• Drivers unshaven = 3• Drivers unshaven = 3
72 23 9572 + 23 = 95
CoachingCoaching
• On the JobOn the Job• Peer to Peer - Discussion Forums and
Community ShareCommunity Share• Training Series• Coaches Corners • OER-lead Discussion Forums • Interactive Guide
Introduction Dough Science SCC Ordering Proofing TroubleshootingWalk‐inProduct Service Image Safety SanitationWelcome Additional
Introduction Dough Science SCC Ordering Proofing TroubleshootingWalk in
Welcome!
Are you a 5‐star store trapped in a 2‐Are you a 5‐star store trapped in a 2‐star store’s body? This interactive guide provides the foundation for getting you to 5‐star status. Here you’ll meet many of our real OER coaches – it’s their goalof our real OER coaches it s their goal to help you succeed.
Intro to this training.
Why do we conduct OERs?
Your OER: what to expect.
Meet the coaches.
Introduction Dough Science SCC Ordering Proofing TroubleshootingWalk‐inWelcome SCS Ordering Proofing TroubleshootingWalk‐in QuizWelcome Service Image Safety SanitationProduct Additional
Introduction Dough Science SCC Ordering Proofing TroubleshootingWalk in
ProductHow well you’re making Domino’s products makes up x% of you OER score. Click through each link below to learn how we evaluate:
What your coach looks for.
Performing a Cut Test.
Timing your oven
Additional Resources:
Oven maintenance (wiki article)
Timing your oven.
Product section of the MRG.Coaches Corner: Making Perfect Products.
Introduction Dough Science SCC Ordering Proofing TroubleshootingWalk‐inWelcome SCS Ordering Proofing TroubleshootingWalk‐in QuizWelcome Service Image Safety Sanitation AdditionalProduct
Introduction Dough Science SCC Ordering Proofing TroubleshootingWalk in
Additional InformationAdditional resources to help you achieve 5 stars:
Test your knowledge.
H ld d ?
Content viewing areaHow would you rate today?
Coaches Corner archives
OER l t d iki ti l
area.
OER‐related wiki articles.
Link to Dough Management 101 Training.
Introduction Dough Science SCC Ordering Proofing TroubleshootingWalk‐inWelcome SCS Ordering Proofing TroubleshootingWalk‐in QuizWelcome Service Image Safety Sanitation CommunityProduct
Introduction Dough Science SCC Ordering Proofing TroubleshootingWalk in
From the Community…
Inventory tags.
Best ever picture collectionContent viewing
area
Walk‐in Bragging Rights.
Best ever picture collection.
Worst ever picture collection.
area.
How I turned a 1‐star store intoHow I turned a 1 star store into a 5‐star in 6 short months.
Meet the 100%ers.
Contest! Call for best‐practice sharing ideas! Click here for more information.
