- Industry: Foodservice, Remote Operations
Project Partner: Marco Seabra
Project Duration: 3-weeks
One of our clients is a leader in on-site food service operations. A mobile account management team travels each day to customer sites to ensure operations are running smoothly and meeting both internal and external expectations. Each visit entailed the account manager completing a paper checklist of key performance indicators (KPIs). Each member of the management team was assigned KPIs and tasked with assessing the operation’s performance. For below standard KPIs, the team was required to document specific actions needed to resolve the issue before the next inspection. Once completed, the multi-page assessment forms were scanned and emailed to the senior manager for review. With a dozen team members, over a hundred customer sites and one person to decipher the data, the process was labor intensive, time-consuming and inefficient. And, more importantly, there was detrimental delay in providing critical feedback or making needed operational changes. This manual process also prevented senior management from seeing trends in the data.
Implementing this mobile automation with customized interface has dramatically improved the process and proven significantly beneficial to our client as well as their customer-based food service operations. More time is spent supporting the operations and growing the business instead of on the evaluation process itself. The client is very pleased with the project outcome and feels they have experienced both a financial and personal ROI.