QCD Field Service Newsletter

May/June 2023

We have two Field Service promotions to celebrate: Chris Hebb to Field Service Supervisor and Jassy Elie to Field Service Lead.

CHRIS HEBB joined QCD in July 2021 as the first Field Service Rep on the newly created team. Chris has quickly earned the trust and confidence of our customers, while supporting many customer initiatives and launches. Chris has also been instrumental in developing field service reporting and processes that are shared across the team.

JASMINE ‘JASSY’ ELIE joined the QCD Field Service team in January 2022 supporting the Florida Market. In addition to providing exceptional service to the Miami and Orlando markets, Jassy performed SWAT activities throughout the network. Jassy had developed a ‘best in class’ new restaurant opening process and maintains the highest engagements rates on post visit surveys.

PleasejoinusincongratulatingbothChrisandJassyfortheirverydeservingpromotions.

Sacy Vue (Denver) joined the Field Service team in April 2023, transitioning from QCD Denver where she held several support roles throughout her 6 years.

Kenya Summerour (Miami) transitioned from her Training Supervisor role GSF Opelika in May 2023. Kenya will celebrate two-years with GSF/QCD in October.

QCD Fontana introduced Raising Cane’s into the QCD Customer family. Field Service provided significant support to ensure a successful launch – creating restaurant delivery maps, making restaurants visits, route observations, audits and welcoming each restaurant with a customized QCD introduction packet with gifts. Special recognition to Chris Hebb, Jacob Smith (former FSR) and Cristina Alcala. Cristina continues to support this market daily and is looking forward to new stores coming on board later this year.

ALBUQUERQUE CFA LAUNCH And Reintroduction Into The Market

Field Service was on the ground in Albuquerque throughout the distribution transition of this market. They provided warehouse selection audit support to ensure 100% accuracy for all orders, in addition to exceptional market engagement through restaurant pre and post launch visits. This team also published updated contact and escalation procedures in this transition.

RESTAURANT VISITS

400+ restaurant visits completed in May & June

CFA partner’s handle in a day, with the added VALUE of seeing how we can support them even better!

The Field Service team has been provided the opportunity to ‘work in a Chick-fil-A restaurant’. This provides our team with a first-hand view of what our CFA partner’s handle in a day, with the added VALUE of seeing how we can

During the recent market meeting with the Idaho operators, QCD SLC received recognition for service and partnership. An operator shared, “We could not be happier with the service we get from QCD.”

QCD GM Jesse Wisch with his Field Support Rep (picture credit) meeting with the El Paso market CFA operators preparing for the Albuquerque market launch.

HIGHLIGHTS: Recently, James has renewed and updated plot maps for all QCD Charlotte locations serviced. This was an instrumental endeavor that James took on and enhanced not only the deliveries for the customers but improved the efficiency of our drivers’ path to the door, reducing the amount of time and steps to deliver product. James also took a lead in the customer communication through the JDA (WMS) transition, ensuring trust and confidence throughout the implementation.

GOALS: James’ commitment to safety has shown in as his interest in improving the efficiency and care of all QCD associates. Through his leadership, James hopes to partner more with onsite safety activities across the network and leverage the field service for improved behavioral learnings and safe deliveries. James would also like to continue to learn about QCD and the customers we support by increasing his presence in other markets to provide support to his fellow representatives.

Making Safety a Priority

JAMES SEARS

Field service is partnering with our local safety professionals during the delivery process to perform driver observations. These observations are intended to highlight those drivers providing exceptional service, customer value focus and partnership. This is a way to recognize our QCD associates that continuously go above and beyond.

Drivers Charles Goodman and Fred Polk received recognition for their willingness to help, delivering great product and treating the customer and customer’s property with the upmost respect.

Selector Antoine Mitchell was recognized last month for going above and beyond during a WMS go-live. He showed tremendous leadership, going out of his way to help his fellow associates auditing customer orders to ensure a successful launch.

WHAT’S NEXT…

What the team will focus on over the next two months:

WHAT IS FIELD SERVICE?

• Performs restaurant visits 2x annually

• Maintains high after visit survey scores

• After customer escalation resolution support

• Identify trends with customer opportunities

• New restaurant opening ownership

• Customer KPI reporting

• Restaurant credit analytics and follow-up

• SWAT support (initiatives, launches etc.)

• Delivery observations

• Restaurant & driver recognition

JAMES SEARS Field Service Rep Charlotte

CHRISTINA ALCALA Field Service Rep Fontana

DARWIN MERCADO Field Service Rep Dallas & San Antonio

Current Facilities

Headquarters

Future Expansions

STEFFANIE BLOUNT Field Service Rep Las Vegas & Phoenix

CHRIS HEBB Field Service Supervisor Indianapolis & Minneapolis

JASSY ELIE Field Service Lead Orlando