REAL TIME SERVICE RECOVERY PROCESS
CLOSED LOOP WORKFLOW MAP Closed-Loop Work Flow Map Closed Loop Program Objective
Respond to 100% of all closed-loop triggers within 24-48 hours while increasing CSAT by 1% Workflow #1
Workflow Goal
Listening Posts
Alert Trigger
Five Farms A la Carte
Workflow #2
Workflow #3
Workflow #4
Workflow #5
FF Grab & Go
FF Pool Café
RP A la Carte
Culinary
Service Recovery, Training
Service Recovery, System Fixes
Service Recovery, Training
Service Recovery, Training
Service Recovery, Process Improvements
Happometer Happometer Happometer Happometer Happometer CSAT of Poor or CSAT of Poor or CSAT of Poor or CSAT of Poor or CSAT of Poor or Substandard, High Risk Substandard, High Risk Substandard, High Risk Substandard, High Risk Substandard, High Risk Unstructured Feedback Unstructured Feedback Unstructured Feedback Unstructured Feedback Unstructured Feedback
Customer Segment
All Members
All Members
All Members
All Members
All Members
Case Owner
Director of F&B
Asst. Director of F&B
Pool Café Supervisor or FB Manager
Director of F&B
Executive Chef
Stakeholders to be Notified
AGM & Director of MX
AGM & Director of MX
AGM & Director of MX
AGM & Director of MX
GM & Director of MX
Notification Channel
E-mail or Happo-Case
E-mail or Happo-Case
E-mail or Happo-Case
E-mail or Happo-Case
E-mail or Happo-Case
Escalation Time
24-48 Hours
24-48 Hours
24-48 Hours
24-48 Hours
24-48 Hours
Escalation Owners
AGM & Director of MX
AGM & Director of MX
AGM & Director of MX
AGM & Director of MX
GM & Director of MX
Action Type
Root Respond to Director of Respond to Director of Respond to Director of Respond to Director of Respond to Director of Cause/Learnings MX with cause/learning MX with cause/learning MX with cause/learning MX with cause/learning MX with cause/learning
CLOSED LOOP FEEDBACK SYSTEM Closed-Loop Root Causes & Learnings :ĂŶͲϮϲ
Closed Loop Program Objective
Respond to 100% of all closed-loop triggers within 24-48 hours while increasing CSAT by 1% hƉŽŶ ƌĞƐŽůǀŝŶŐ Ă ,ĂƉƉŽŵĞƚĞƌ DĞŵďĞƌ ĂƐĞ͕ ƉůĞĂƐĞ ƵƐĞ ƚŚĞ ďĞůŽǁ ƚƌĂĐŬŝŶŐ ƐƉƌĞĂĚƐŚĞĞƚ ƚŽ ŬĞĞƉ Ă ƌĞĐŽƌĚ ŽĨ ĐŽŶƚĂĐƚ ŵĂĚĞ Θ ƌĞƐŽůƵƚŝŽŶͬůĞĂƌŶŝŶŐƐ ĨƌŽŵ ĐŽŶǀĞƌƐĂƚŝŽŶƐ ƐƵƌƌŽƵŶĚŝŶŐ ƚŚĞ ŝŶĐŝĚĞŶƚ͘
Date
Last Name
ϭͬϮͬϮϬϮϲ &ŽƌƐLJƚŚ
ϭͬϲͬϮϬϮϲ tLJĂƚƚ
ϭͬϴͬϮϬϮϲ EĞŚƌĂ
First Name
ŽůŝŶ
DĂƵƌŝĐĞ
:ŽŚŶ
Member #
Survey Location Area
&& >
ůƵď ǀĞŶƚƐ
ZW >
Department Owner
ƵůŝŶĂƌLJ
Incident ,ŽǁĞǀĞƌ ƚŚĞ ƌŽĐŬĨŝƐŚ͕ ǁŚŝĐŚ ŝƐ Ă ƉĞƌƐŽŶĂů ŐŽ ƚŽ ĨĂǀŽƌŝƚĞ͕ ǁĂƐ ǁĂƚĞƌLJ ĂŶĚ ƵŶƉůĞĂƐĂŶƚ͘ WĞƌŚĂƉƐ ĂŶ ŝƐƐƵĞ ǁŝƚŚ ĚĞͲƚŚĂǁŝŶŐ Žƌ ƉƌĞƉ͘
Risk Level
>Žǁ
Response Type (E-mail, Phone Call)
Action Taken
Case Status
ͲŵĂŝů
ƉŚŽŶĞ ĐĂůů ǁĂƐ ŵĂĚĞ ŽŶ ϭͬϲ͕ ǁĞŶƚ ƚŽ ǀŽŝĐĞŵĂŝů͘ ǀŽŝĐĞŵĂŝů ǁĂƐ ůĞĨƚ ƐƉĞĂŬŝŶŐ ŽŶ ƚŚĞ ƌŽĐŬĨŝƐŚ͕ ĂƉŽůŽŐLJ ĨŽƌ ƵŶƐĂƚŝƐĨĂĐƚŽƌLJ ŵĞĂů͕ ŽĨĨĞƌŝŶŐ ƚŽ ƐƉĞĂŬ ŽŶ ŝƚ ĨƵƌƚŚĞƌ͘ ůŽƐĞĚ
ǀĞŶƚƐ
&ƌĞŶĐŚ ĨƌŝĞƐ ǁĞƌĞ ŶŽƚ ŚŽƚ͘
>Žǁ
ͲŵĂŝů
ͲŵĂŝůĞĚ ƚŽ ƚŚĂŶŬ ĨŽƌ ĨĞĞĚďĂĐŬ ĂŶĚ ĂƉŽůŽŐŝnjĞ ĨŽƌ ƚŚĞ ĨƌŝĞƐ͘ /ŶĨŽƌŵ ĂůĞƌƚĞĚ ĐƵůŝŶĂƌLJ ĂŶĚ ďĂŶƋƵĞƚƐ ƚĞĂŵ ƚŽ ŝŵƉƌŽǀĞ ĨŽƌ ĨƵƚƵƌĞ ĞǀĞŶƚ ĞdžƉĞƌŝĞŶĐĞƐ ĂŶĚ ǁĞůĐŽŵĞĚ ŵĞŵďĞƌ ƚŽ ĂůĞƌƚ ŽƵƌ ƚĞĂŵ ŝĨ ĂŶLJƚŚŝŶŐ ŝƐŶΖƚ ƌŝŐŚƚ Ăƚ ĨƵƚƵƌĞ ĞǀĞŶƚƐ ƐŽ ƚŚĂƚ ǁĞ ĐĂŶ ĐŽƌƌĞĐƚ ŝƚ ŝŶ ƚŚĞ ŵŽŵĞŶƚ͘ ůŽƐĞĚ
ƵůŝŶĂƌLJ
ƌƵŐƵůĂ ǁĂƐ ƚŽŽ ǁĞƚ ŝŶ ƐĂůĂĚ͘ >ĞŶƚŝů ƐŽƵƉ ǀĞƌLJ ŐŽŽĚ͕ ďƵƚ ůĂĐŬĞĚ ƐƉŝĐĞ͘ ĞƐĞƌƚ ĐŚŽŝĐĞƐ ĂƌĞ ǁĂLJ ƚŽŽ ĞůĂďŽƌĂƚĞ͘ ^K D Ez /E'Z / Ed^͘ EĞĞĚ ƚŽ ƐŝŵƉůŝĨLJ ƚŚĞ ĚĞƐĞƌƚ ƐĞůĞĐƚŝŽŶ͘ ^ŝŵƉůĞ ĐĂŬĞ Žƌ ƉŝĞ͘ >Žǁ
ͲŵĂŝů
ͲŵĂŝů ƐĞŶƚ
ůŽƐĞĚ
A phone call was made. She loved the dish as a whole. Before the phone call, Chef James was checking through product and found that the miso butter that is on the dish was a little on the salty side. He will be making adjustments to how it is prepared. Agreed. Line checks are a standard, and I will speak with the team as a whole on the importance of making sure to check the entirety of the line.
ůŽƐĞĚ
ϰϲϬϯϬ >ŽǁƌLJ
:ĞŶŶŝĨĞƌ
ZW >
ƵůŝŶĂƌLJ
dŚĞ ĨŽŽĚ ǁĂƐ ŐƌĞĂƚ͕ ŚŽǁĞǀĞƌ ƚŚĞ ƐǁŝƐƐ ĐŚĂƌĚ ǁŝƚŚ ƚŚĞ ƐĂůŵŽŶ ƐƉĞĐŝĂů ǁĂƐ ĂůŵŽƐƚ ƚŽŽ ƐĂůƚLJ͘ >Žǁ
ͲŵĂŝů
ϭͬϭϭͬϮϬϮϲ ŶƚŽŶŝĚĞƐ
ĂƌďĂƌĂ
&& >
ƵůŝŶĂƌLJ
EĞǁ ŝƚĞŵƐ ŽŶ ŵĞŶƵ
ͲŵĂŝů
>Žǁ
KƉĞŶ