Key Findings Across Restaurant Segments

VALUE / ROI

(1-5, with 5 being most valuable)

TARGETS OPERATIONAL CATEGORY NOTES

5 Employee Motivation & Incentives, Benefits Restaurant-based incentives, individualized, based upon the restaurant’s program.

5 Employee Onboarding Automation

5 Employment Marketing Automation

4 Improving Public Image of Restaurant Jobs

4 Dynamic Compensation Channels

4 Virtual Training

4 Food Preparation

4 Delivery Services Management • Reduce onboarding time • Automate onboarding and provide necessary resources to minimize your current staff’s involvement in training

Ability to reduce man hours behind the process of find and onboarding individuals

Properly educate the public in regards to unskilled work force and the expectations from industry in regards to that.

Allow for self-serve training options, training based upon the employee's individual comfort level.

• Ability to improve efficiencies for employees to make sure customers are getting food based on current order status and future order status • Enforcing food quality in delivery and in-house dining • Ingredient management for accounting/inventory/food safety/recalls

• Ensure proper delivery integration to the POS • Smart enough to see current production schedule • Delivery estimates are not reliable

OPPORTUNITIES FOR IMPROVEMENT

• Gamification of tasks & objectives, continuous feedback • Social media brand ambassadors for employment • Social media incentives • Personalized employee satisfaction surveys • Performance evaluations • Bonuses

• HR Software • Processes • Documentation • Automated, recorded videos • Learning management systems • Systematized processing from potential candidate to full, up to speed employee • New benefit types • Healthcare • Tuition • 401K • Stocks • Corporate social responsibility • Dynamic compensation • Paw-ternity leave

• Gather preferred vendors to provide for franchisees • Manage and track onboarding success over time (30, 60, 90 days) • Apply in 2 mins, scheduled in 3 mins, hired within 2 days • Be mindful of CCPA, CPRA, BIPA other regulations

Market open positions to customers

• Show successful examples of career path progression by existing employees, • Corporate social responsibility initiatives

• Individual employee payment options • Pay advance • Daily/weekly payments Alternatives to direct deposit Different currencies • Tip credit/tip pooling

Tablets, VR/AR, be careful about training and remote access with hourly employees

Location-based service triggers for food prep (e.g 2 mins prior to arrival, drop the fries)

• LBS tracking for delivery • Curbside alert to staff for customer ETA • Delivery driver ETA

Key Findings Across Restaurant Segments (cont’d)

VALUE / ROI

(1-5, with 5 being most valuable)

TARGETS OPERATIONAL CATEGORY

4 Packaging for ChannelBased Delivery • Ensure food is packaged in temperature/ environmentally controlled to maximize customer satisfaction and uphold restaurant standards • Ancillary product positioning (utensils in bags already etc) • Sticker printer to match orders with product to make it easier to manage an order

NOTES

4

Order Process: Counter, Kiosk, Curbside, Mobile App (staff, third- party, and customer), Drive-Thru, Voice Ordering, Call Center • Counter - highest operational impact • Third-Party Orders - velocity and a result of staffing and kitchen capacity, staging for pickup

3 Employee Self- Service Capabilities Ensure that employees are able to handle certain situations on their own without further interaction from management.

3 Multi-Unit Employee Sharing More common in corporate rather than franchisee space.

3 Customer Feedback Written or manual feedback processes should be removed

2 Machine Management & Maintenance • Keep machines and production up to ensure operational efficiency • Cybersecurity management for IOT / systems

2 Analytics for Operations Tracking Track and capture human error in orders and Back-ofHouse (BOH)

1 Automated Clock-In / Clock-Out Ability for employees to clock in / clock out & deal with “breaks” based upon state regulations

OPPORTUNITIES FOR IMPROVEMENT

Better research and sourcing for packaging.

• Throttling/staging • Optimization • Forecasting • Technology Integration • Customer Experience Management • Forcing All Orders through Kiosks • AI ordering systems • Opportunities for improvement include:

Integrated menu, Order, Customer Systems to reduce frustration and increase profitability

• Scheduling • HR portals

• Payroll company • Integration • Pay rate and employee ID tracking across multiple units (esp with dynamic pay) • Clock-in capability in multiple units • Share across companies, but same concept or across franchisees

• Online or automated customer feedback collection and analysis automation • Automated store unit scorecard analysis

• IOT sensors for preventative maintenance • Repair/replacement • Production monitoring • Aggregate operations data for process improvement considerations • Computer vision & employee tracking for optimization • Real-time feedback for employees related to critical tasks powered by computer vision • Location-based tracking • Employee device usage for scanning QR codes, NFC • ID usage

USEFUL QUESTIONS:

• How do you use a mobile app to set customer expectations? • How do you manage a user interface to reduce steps and minimize customer frustration in the order process? • Can you utilize technology and time management in the order process to accurately predict delivery/availability times? • How do you push customers to the fastest, cheapest cost per order system?