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Oper at i onal E x c el l enc e

•CSO l esst han16%t hi smeanswecannotf ai lmor et hant hi sper cent age. •CSO Tot alExper i enceTi meLesst han6. 5%f or2013wecani mpr oveby spl i t t i ngqueuesandser vi cecust omer squi ckl ybutt obeaccur at eand f r i endl yt hi scanachi eve+3ext r aguesti npeakhour s. •Ai mt or educeCust omerCompl ai nt st o1cont actt oever y42, 000t hat vi si tt hest or ebut1: 100, 000i sachi evabl ei fwegi vecust omer s excel l entQSCandVal uef ort hei rmoney.

F i nanc i al Di s c i pl i ne

•Pr of i taf t erCont r i but i on-Thi si st hepr of i tt hatwemakeaf t er cal cul at i ngt heSal esmi nust hi ngsl i keLabour ,FoodCost ,Wast e,f i xi ng equi pmentet c. •B2AFoodcostcanbei mpr ovedbyr educi ngwast e,cover i ngi t ems, cooki ngl essmor ef r equent l yandf ol l owi ngt he24/2r ul e( 24hour sDr y St ockand2hour sChi l l edandFr ozenonf l oor ) . •GPMH -Numberofcust omer seachcr ew ser ves,i mpr ovet hi sby pr oduct i vi t y,al waysdosomet hi ngst ockup,cl eani ngbutal socanbe i mpr ovedbyUpsel l i ngandSuggest i veSel l i ng •M&Ri show muchwespendonr epai r i ngandmai nt ai ni ngequi pment .  Wecani mpr ovet hi scostt oget herbyt r eat i ngequi pmentwi t hTLC. Al soper f or mi ngcl eani ngt asks/CAYG andr epor t i nganyf aul t sof equi pmentt oamanagerwi l li mpr ovet hi s.I fweal wayscheck equi pmentbef or eusi ngi twecani dent i f yanyupcomi ngpr obl ems. CSO -Cust omerSat i sf act i onOppor t uni t y I /SCont act s-I nSt or eCompl ai nt s/Pr ai sel oggedoni nt er net . DT-Dr i veThr u TET-Tot alExper i enceTi me B2A -Baset oAct ual GPMH -Guest sperManHour


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