CEM Recovery 2/22-3

Hi, everybody.

Thank you for joining us or me.

I'm going to be covering RCM Recovery project for the

next two weeks.

I know that some of you guys are new.

This is probably the first time joining me or joining

us, Um, in one of these meetings.

So I just wanted to cover a couple of things

first. Just so that you guys up to speed eso

first off what?

Our goal is eso Our goal is to be top

20% of our entire chain.

Basically, when we give up those surveys on their little

receipts, when people fill them out for their free sandwich,

we get all of that information So all of that

feedback gets returned directly back to us and they are

split up into categories, helps us understand where we are

and where we can do better.

Eso basically top 20% of that is where we wanna

be. Eso we have key measures are key measures are

going to be taste attentive and courteous.

Cleanliness, order, accuracy, ease of placing order, fast service temperature

and portion.

So we actually have 12 overall that we're monitoring.

But those aides are considered key measures.

The reason we consider them key measures is because the

other four, which are overall value overall satisfaction, likelihood to

recommend and, like we had to return are most likely

to be influenced by the other eight.

So, like, let's say, for example, if we were to

get attentive and courteous cleanliness and order accuracy to trend

upward, then we may see an upward trend in overall

value overall satisfaction as well.

Um, they kind of play hand in hand with one

another. I think I kind of went ahead and answered

a couple of questions.

Eso what information are each columns giving us?

So if you look at the first column, it says

my restaurants and then it says 0309 which is a

story number.

Eso these air our scores.

So right now, our overall satisfaction is at 76%.

Um, and then our second column is going to be

versus last period.

So versus last period is basically saying, um, dependent on

last quarter.

So last quarter, we were trending downward, so we're trending

downward from last quarter.

Um, top 20% are the rankings, obviously for top 20.

And then, um versus benchmark is where the gap is

in between top 20% and where we are.

So top 20% for overall satisfaction is 80%.

Since we're at 76 we have a 4% gap between

us to 20%.

Right? So let's do the next one taste.

We're at 79.

Top 20% were at 81.

So we have a 3% gap in between the two.

Um, if you want to take a minute, maybe pause

and then continue to try to do the rest of

them on your own.

If you guys have any questions or want to slack

me, um, totally go for it.

And I can help.

You kind of understand a little bit more in depth

if you need, but we could do one more.

Okay. So fast Service.

Let's look at this one.

Actually, I can't see it.

Very well.

Let's do overall value.

Since I can kind of see this one a little

bit better.

Join the zoom in.

Okay, There we go.

Okay. So overall value were at 74 top 20%.

Is that 76?

So we have a 2% gap.

Um, and then we have not trended upward or downward.

Since last quarter.

We're still at the same number four overall value.

Um, let's see.

Cleanliness combined were at 78 on the top.

20% is 80.

So we have a 2% gap.

But since last quarter, we have trended upwards to percentages,

so that is good.

Um, if we look back, so where we heading?

Top 20%.

Trying to zoom in.

But it won't lead to me something into the wrong

stuff. Okay.

Either way.

So temperature 77 were at 77 top 2077.

So we are meeting top 20% for that one.

Also for fast service were at 78 top 20% of

77. So we're actually 1% above top 20% s.

Oh, that's good.

Where do we have room for improvement?

So our lowest scores at the moment, our overall satisfaction.

But like I said, that one can be influenced, dependent

on our key measures.

Some kind of focus on our key measures for just

a moment.

Attentive and courteous.

We are five away, and taste and portion size were

three away.

So those three at this moment, our our lowest ones

um, overall satisfaction, likelihood to return and like they had

to recommend are at four.

But the idea is, if we get our key measures

up, then the other four should continue to rise with

them. They would increases Well, so the two that I'm

recognizing right now are or three sorry.

Attentive and courteous.

Portion size and taste.

I'm gonna just cover who is responsible for which c

m moving forward.

So, Brooke, you're gonna be over taste.

Just you'll be over attentive and courteous.

Tracy. Cleanliness.

Eric, you're gonna be doing order accuracy now, Diana, East

of placing order, Rachel.

Fast service.

Not the you'll be doing tempts Thio and Miguel.

You'll still be doing portions.

Um, as for the newer leads eso, Brooke, just Diana

and Rachel please reach out to any of your supervisors.

And what kind of give you a little bit more

information or a better understanding of what your impact will

be on that C m and then going into action

items? I know.

Last, um, last meeting that I think most of you

were there.

You guys went with Morar.

You went over cleanliness.

And a touch of McCurdy is those were your focus

is for these last 2 to 3 weeks.

You guys talked about restroom checks and temps also during

parking sweeps at least four times a day.

When when we opened one before lunch.

When one has an exit task, Um, at 2 to

3 and then one in the evening.

Um, I want you guys to reach out to me

and kind of give me an understanding of how you

think that went thes last couple of weeks.

If you guys actually kept up with it.

If you didn't what held you back?

If you did what went Well, um, just so that

when you are done with these weeks, they are continuing

on um So we do wanna learn from what we've

done in the last two weeks that we were not

just blindly moving forward without going back and learning from

what we've already covered eso each of you or going

to drink through one action plan you want to focus

on for this upcoming week.

I'm gonna be sending a reminder and slack.

But please reach out if you need any assistance.

Mima! Rory!

Brian! Christina were all Elena.

We're all here to help you guys with anything that

you need.

So just reach out if you have any questions or

if you have an idea But you're not exactly sure

how it's implement it, we'd be more than happy to

help. So I do need your action plan.

Um, I would say as soon as you can tomorrow.

Soon as you have availability, but at least by tomorrow,

Um, so meaning, like Wednesday afternoon.

So I'm making this kind of, um, late Tuesday.

But Wednesday by Wednesday night, I do wanna have the

plan from you guys that each of you are going

to be working on dependent with your C.

I'm focus that way.

We all kind of have an idea and then moving

forward, you guys will continue to be responsible for these

specific key measures.

So I think that's gonna be it for the moment

being, we may have some other things to get into,

but like I said, just reach out to me.

Um, if you guys need any assistance or any help

on day, I'm more than happy to lend a hand.

Thank you guys for listening in and have a great

day

CEM Recovery 2/22-3

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