Quote:
quote:Originally posted by Halebop
Snoopy wrote:
For KFC customer service, scores on the CHAMPS scale *have* been improving. The figures for the last six years are from FY2000 to FY2006:
93.2%, 93.0%, 92.0%, 89.0%, 95.4%, 95.5%
95.5% is better than anything achieved in any state of Australia
Note: this is not hype Halebop! There has been a real measurable turnaround in years 2005 and 2006.
'CHAMPS', BTW is a rigorous six scale quality control scheme. The CHAMPS acronym stands for in order:
Cleanliness, Hospitality (Say 'Great to see you' and smile at the customer), Accuracy (correctness of order), Maintenance, 'Product Quality' and 'Speed with Service' (hint: only open the drive through window once with product in hand ready for the customer).
Snoopy I'm quite famililar with Champs, with the process measurements involved and with several pertinent restaurant formats, including 2 out of 3 of RBDs. 95.5% is not a good score. It might read good on the outside, but it aint. Conversely 89% is a Sh!t score.
I guess a KFC restaurant could could be perfect on 5 out of six of the champ categories, yet muck up 30% of processed orders by missing a piece of chicken out of them. Such a restaurant would annoy the hell out of customers, yet still end up with a CHAMPS score of 95%.
Quote:
quote:
Snoopy wrote
Get real Halebop. Some of these employees might only be on $6,000 per year total. A free gym membership isn't going to pay their bills for them.
Get real yourself Snoopy. Everything is scalable. That was an example.
That's where yo are wrong Halebop. It is all very well offering gym packages to middle management. Workers at the bottom of the pay heap need all of their pay just to survive. So cutting their pay by $5 per week and giving them a $10 voucher for a single gym session as compensation is an extremely negative result for a low paid worker, despite them being better off 'in dollar terms'.
Quote:
quote:From p23 of the RBD FY2006 annual report:
"In conjunction with New Zealand Hospitality Standards Institute we have developed a tailored training cirriculum called 'Future 2 Go' which we offer through all of our stores. This earn as you learn training is base don a modular building block approach that enables learners to progress from one qualification level to the next at their own pace. Competancy at each level is recognised with a National Certificate in Hospitality and often results in staff promotion or advancement."
And the PR firm edited out the next lines... "We are so successful at the stragegy, staff turnover has fallen to 71%. In any case we benchmark against world worst practice to makes ourselves look good so what the hell."