Happy Holidays Resto Pro's,
Have you ever noticed there are copious amounts of acronyms flying around in restaurants today? From G.E.T (Guest Experience Times) To G.E.M (Guest Experience Measurements). I Had a GM one time when I was a Regional Vice President say: I noticed on my QSC my G.E.T did not reflect my G.E.M scores. Should I include the scores on my QBP or on my KRA? If a non restaurant person overheaerd that conversation he or she would have said WTF! My most effective Restaurants were those who mastered the nuances of these three lettered game changers. In short the QSC is Quality Service Check, QBP is a Quarterly Business Plan and KRA is Key Result Areas. Every Restaurantuer in the World should be Executing all three of these on and around the first of the year. If you are thorough you will set yourself up for the first six months. I recommend doing them twice a year and measure. It goes Like this: Walkthrough and Examine (QSR), Measure and Record (KRA), Goal set and Correct (QBP).
QSC: Is a focused Walk Through of your entire business. From Food-Guest Services to P & L and Sanitation. You will discover that you have done somethings very well and some things not so. You may find that you did very well with guests and not so well in labor. Your food quality may be the finest in the company yet last in running costs. Your sanitation and cleanliness could be lacking but sales were great. Take your time while investigating your restaurant, it will seriously astonish you and have a huge impact on your bottom line. Make sure you include your managers on this project. It is way to large for you to do your self. This will help their development and create a culture of watchers and doers. All this information has to be written out and recorded or they end up in the circular file. Look, you have to measure your results. We call it the KRA (Key Result Areas)
KRA: Your Profit and Loss is a great place to start because all your measurable line items are right there for you to look at. You will have a - sign or a + sign next to each line item. Remember sucsesses and opportunities need to be listed. What you did right and what challenges you have. The rest of the KRA will be filled out from your findings on your QSR. Complaints from guests about your Lamb. Perhaps your Metro Racks in the Walkin does not reflect new product? Service times may be slow due to improper training of the hosts.. ETC.. This is all listed on your KRA... Everything! Do not hold anything back.. You can't fix what is not recognized. On top of that what a great training tool for your Junior Managers. Call meetings to address your findings create the plan. I love using the QBP (Quarterly Business Plan) to implement my changes.
QBP: You remember your initial Business plan don't you? It's the one with your Mission Statement, Core Values and Pillars. You probably remember your Executive Summary as well... You know the one that said I am going to do this and that, to get this. Dust off the old plan and use the same format to address your new issues. I put all of my KRA's into this format called the Quarterly Business Plan. Every three months the Key Areas in which you described in your QSC and KRA re-examined. The QBP is the bible of your business. It is a running diary of changes you need to make as a restaurant. It is here where you will find your goals and your results. It is brought out at every meeting, one on one's and used surgically during Manager Reviews. 99% of restaurant issues are behavioral. These three tools can help change behavior, focus and goal setting. if you can commit to these three, three letter words great things can happen. If you cannot commit to these and you have issues then you are S.O.L.. there's one more for you.. J
