FIELD SERVICE
NEWSLETTER November/December 2023
YEAR IN REVIEW IN
FIELD SERVICE NEWSLETTER TABLE OF CONTENTS
QCD Field Service had a spectacular year with the introduction into New Markets and the renewal into current markets. We saw the successful onboarding of five field service representatives to have complete coverage across all QCD markets. With the Field Service Team complete, QCD enhanced our leadership Mentor Program, pairing up our Field Service representatives with leaders across the QCD network. The mentor connections are focused with discussions around personal goals, development and continuous improvement, with emphasis on creating a roadmap for their future growth. Field Service completed 2,099 Store Visits and managed to visit every restaurant in the Chick-fil-A, Chipotle, and Raising Cane’s concepts. Field Service has supported with Go-Lives in four centers this year with CFA transitions into Las Vegas and Albuquerque, Raising Cane’s introduction into Fontana, and the
Team Updates Highlights Field Service Spotlight Partnership in Action What’s Next
WMS implementation into Pineville. Chick-fil-A graciously provided the Field Service Team an experience to visit their Support Center in Atlanta where the partnership between Field Service, Customer Service, and CFA, Inc. was strengthened. In 2024, Field Service is excited to extend their support to the Starbucks markets providing strategic analysis and will introduce QCD’s program expanding across the entire QCD network. We want to provide recognition to all members of QCD who have supported the Field Service program in 2023 and we are looking forward to continued customer satisfaction and operation improvements in 2024! PARTNERSHIP – VALUE – CUSTOMER FOCUS – EXCEEDING EXPECTATIONS – TEAMWORK - COLLABORATION
HIGHLIGHTS
Succession Story
We are happy to share that James Sears, Field Service Representative in Charlotte NC has accepted a new role within
280+ RESTAURANT VISITS
the QCD network. James has been recognized for his hard work, dedication and care for our customers and has received a
restaurant visits completed in November & December
promotion to Operations Supervisor in our Washington DC Market. When I first took on the role of Field Service representative for QCD Pineville, I had no idea it was a path into many opportunities. I was given the chance to learn about all aspects of our operations and meet new people across the entire network that have helped me embrace the creed and value, understand what goes into delivering to all our customers and the care that we have from shared services to the last mile delivery. Field Service is a great opportunity for anyone looking to find out about different supply chain functions, become knowledgeable in all distribution functions and become the face of QCD for our network.
CUSTOMER ENGAGEMENTS In December, Fontana’s local GSFF chapter facilitated an Angel Tree and
Thank You,
Backpack to School event. This year, Raising Cane’s provided branded
James!
materials to include in the backpacks. A total of 100 backpacks were disbursed to children in need. We look
D ISTRESS PROGRAM IN ACTION
forward to partnering on future events!
Closing out the 2023 year, all Chick fil A distribution centers have successfully launched their damage and distress program in their markets in partnership with CFA.
PARTNERSHIP – VALUE – CUSTOMER FOCUS – EXCEEDING EXPECTATIONS – TEAMWORK - COLLABORATION
HIGHLIGHTS:
SPOTLIGHT
Since joining in 2023, Cristina has played a key role in the onboarding of Raising Cane’s in Southern California. Most recently, Cristina has owned communications with Cane’s in the local market regarding upcoming GSFF events which has increased customer engagement substantially. Additionally, with our first New Restaurant Opening (NRO) coming up, Cristina has been working hands on with Distribution Center leadership to ensure the operation is well-prepared to provide best-in-class service to our new location. In 2024 we look forward to her continued growth and gaining exposure to additional processes and initiatives that will undoubtedly build on the trust the market has in QCD.
PARTNERSHIP IN ACTION
Cristina Alcala
SWAT Support
Field Service was able to support multiple DC’s this year through SWAT and Go-Live Support. The goal in any situation of field service is to help identify the root cause, test out hypotheses, and help centers’ find solutions to their ongoing issues. Through warehouse audits, driver observations, in-store check in examinations and investigation of credits, Field Service helped multiple DCs in 2023 refine processes and improve customer satisfaction and relationship. Most of the team has gotten the opportunity to observe different centers and their processes to help their own markets. This has been an invaluable tool to connect across the network and collaborate with a diverse group of supervisors and managers towards a common goal. The introduction of new customers and new markets will surely require Field Service support and the team will be ready to take the call. Thank you to all who welcomed our team into their buildings!
WHAT’S NEXT… What the team will focus on over the next two months:
Complete courses through GSF University
Interdepartmental Collaboration Wiring
Spring Routing analysis and launch
Lates Reporting & Trending
Market Council launch for all DCs
Restaurant Opening Experience
Roll-out QCD Customer Portal Mobile App
Credit Application to all CFA Licensee Locations
PARTNERSHIP – VALUE – CUSTOMER FOCUS – EXCEEDING EXPECTATIONS – TEAMWORK - COLLABORATION
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
Current Facilities Headquarters Future Expansions
CHRIS HEBB Field Service Supervisor Indianapolis & Minneapolis
STEFFANIE BLOUNT Field Service Rep Las Vegas & Phoenix
JASSY ELIE
KENYA SUMMEROUR Field Service Rep Miami
Field Service Lead Orlando
SACY VU
OPEN POSITION Field Service Rep Charlotte
Field Service Rep Denver
CHRISTINA ALCALA Field Service Rep Fontana
Shannon Dominguez Field Service Rep Suffolk
DARWIN MERCADO Field Service Rep San Antonio & Albuquerque
PARTNERSHIP – VALUE – CUSTOMER FOCUS – EXCEEDING EXPECTATIONS – TEAMWORK - COLLABORATION