Consistency

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 Emerging Chains

Case 2.  Standardized Labor Management System

 Client

• Casual Dining Varied Menu

• 3 Unit, Local Chain

• Traditional Urban and Suburban Venues 

 Issues

• FOH service erratic, unprofessional

• Order fulfillment times too slow

• BOH work flow inefficient

• Labor costs too high

• Equipment package expensive

Approach

• Established proprietary operating standards and procedures

• Designed and implemented a standardized Labor Management System

• Reorganized management into functional and accountable teams

• Customized FOH and BOH management tools – manuals, posters, forms, spreadsheets, meeting schedules, memos, etc.

• Developed standardized training system including manuals and train-the-trainer modules

 Results:

• New management system resulted in consistent table service and improved service times

• Food quality improved through greater consistency

• Labor costs were reduced ~2%

• Owners sold significant share of business to venture capitalists

Labor Management System Casual Dining Varied Menu

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