LONG JOHN SILVER S SER REFERENCE GUIDE - … JOHN SILVER’S SER REFERENCE GUIDE ......
Transcript of LONG JOHN SILVER S SER REFERENCE GUIDE - … JOHN SILVER’S SER REFERENCE GUIDE ......
1 The Steritech Group, Inc. | February 2012
Protect your brand.
LONG JOHN SILVER’S
SER REFERENCE GUIDE
STANDARDS EXCELLENCE REVIEW
REFERENCE GUIDE
2 The Steritech Group, Inc. | February 2012
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LONG JOHN SILVER’S
SER REFERENCE GUIDE
GREAT EXCELLENCE REVIEW PROGRAM
Resources ...................................................................................................................... 3
Introduction .................................................................................................................. 4
SER Process ................................................................................................................... 5
Program Restaturant Process ........................................................................................ 6
SER Sectoin Overview-GREAT ........................................................................................ 7
Introduction Letter ........................................................................................................ 8
Helpful Hints .................................................................................................................. 9
Scoring and Appeals Process ....................................................................................... 10
Frequently Asked Questions ........................................................................................ 11
3 The Steritech Group, Inc. | February 2012
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LONG JOHN SILVER’S
SER REFERENCE GUIDE
RESOURCES
Long John Silver’s
Vanessa Grubb
Program Manager
Lisa Lowery
Quality Assurance
(276) 608-3443
(502) 874-2535
Steritech
Lauren Hoffman, Support Services
Appeals process will be identified in this
document
OnBrand360 support
1-800-868-0089
4 The Steritech Group, Inc. | February 2012
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LONG JOHN SILVER’S
SER REFERENCE GUIDE
INTRODUCTION
The Standards Excellence Review (SER) program is a coaching tool to help RGMs run great
restaurants through 100% GREAT execution. The acronym GREAT refers to a combination of
Guest Satisfaction, Restaurant Cleanliness/Maintenance/Safety, Excellent Product, Accuracy, and
Time standards. These are the categories that will be evaluated. It is very important to
understand that food safety is evaluated as part of the SER program.
The SER focuses on issues most important to our guest!
The SER tool provides RGMS with:
An assessment of how their restaurant team is performing against operating and food
safety standards
Recognition for delivering high levels of GREAT customer service
Actionable feedback to improve Good results to GREAT execution
The Standards Excellence Review is divided into seven categories:
Guest Satisfaction – Excellent guest service, uniforms, staffing and training
Restaurant Cleanliness – Overall cleanliness of the restaurant
-Maintenance – Repairing things when they need it, building and equipment
-Safety – Food safety and employee safety standards
Excellent Product – Correct operational procedures, cook times, and hold times
Accuracy – Taking & delivering orders correctly and promptly
Time – Timely service and team readiness to serve the guest
The SER process helps us identify the real issues that impact our guest based on our
day-to-day operations. To help you drive 100% GREAT execution, the SER compares
your restaurant's performance against standards and focuses on:
Why deviations from standards occur
What the team needs to do to correct them
How to prevent them from occurring again
The SER is designed to:
Drive good results to reach GREAT results
Compare one SER to the next for trends and improvements
Check of Food Safety Criticals
Recognize improvement
Great SER performance can develop:
A strong customer focused team
Repeat customers, resulting in sales and profit growth
Team pride in operating a great restaurant for our customers
5 The Steritech Group, Inc. | February 2012
Protect your brand.
LONG JOHN SILVER’S
SER REFERENCE GUIDE
STANDARDS EXCELLENCE REVIEW (SER) PROCESS
1
st Red Rating 2
nd Red Rating 3
rd Red Rating
Standards Excellence
Review
• Effectively follows Corrective Action Process
• Issue solution letter (COO)
• Effectively follows Corrective Action Process
• Default letter issued; 30 days to cure (Legal)
• Effectively follows Corrective Action Process
• Contract terminated (Legal)
Rounds Evaluation Notice Vendor
Periods 4-7 March 22nd - July 11th
No visits on Friday's during Lent
Round 1 Standards Excellence Review
(Includes Food Safety) Unannounced Steritech
Periods 9-12 August 9th - NOV 28th
Round 2 Standards Excellence Review
(Includes Food Safety) Unannounced Steritech
• Standards Excellence Scoring Model: (Percentage based scoring) Ratings: Green 100-85; 84-75 Yellow; Red Below 75 and/or 1 Food Safety Critical
• Recognizing teams : • Round 1 or 2 earning 98+ President’s Excellence Club • Round 1 & 2 earning 85-97 Captain’s Club • Round 1 or 2 earning 85-97 Pirate’s Club
• Follow-up process: Franchise Business Partner will conduct re-assessments on restaurants earning 75-85 with-in 60 days Restaurant earns a Red rating on the Standards Excellence Review, then the agreed upon remediation process occurs
Red → CAP → CAP → Steritech Re-audit Rating Completed Implementation within11111111
In 3 Days 60 days11111111
6 The Steritech Group, Inc. | February 2012
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LONG JOHN SILVER’S
SER REFERENCE GUIDE
PROGRAM RESTURANT PROCESS
• 2012 will include 2 Unannounced visits
• SER Assessments: AM visits will begin no earlier than 10:30AM and never before restaurant is
open for business
• SER’s can occur any day of the week- Monday through Sunday
• The Steritech Specialist will always be identified by a name tag and will have an introduction
letter from LJS, COO-Alan Caldwell upon entering the restaurant to conduct the SER
(Sample letter on Page 8)
• If available, the RGM or manager on duty is encouraged to accompany the Steritech Specialist
during the SER visit
7 The Steritech Group, Inc. | February 2012
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LONG JOHN SILVER’S
SER REFERENCE GUIDE
SER SECTION OVERVIEW
GREAT
Guest Satisfaction
GS1- Customer Interaction is Friendly
GS2-Service Focused on Customer Needs
GS3-Proper Appearance and Conduct of Team Members
Restaurant Cleanliness/Maintenance/Safety
RC1- Exterior Property is Clean
RC2- Service Area is Clean
RC3- Restrooms are Clean and Properly Stocked
RC4- Back of House and Equipment is Clean
RC5-Cleaning System in Place and Effective
RM1-Building/Signage Maintained and in Good Repair
RM2- Equipment Maintained and in Good Repair
RM3-Current POP and Sales Aids Maintained
RS1- Food Safety Programs
RS2- Employee Safety Programs
Excellent Product
EP1- Food Completely Cooked with Proper Appearance and Taste
EP2- Proper Serving Temperatures are Maintained
EP3- All Menu Items are Prepared to Specifications
EP4- Correct Ingredient Prep/Freshness
EP5- Proper Holding/Staging Procedures/Shelf Life
Accuracy
AC1- All Menu Items Available/ No Unapproved Products
AC2- Correct Presentation/Product Served
AC3- Order Taker/ Cashier Accurate
Time
TI1- Speed of Service Meets all Standards
TI2- Speed of Service Systems are in Place
8 The Steritech Group, Inc. | February 2012
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LONG JOHN SILVER’S
SER REFERENCE GUIDE
Dear Manager on Duty:
The most important promise we make to our customers is a consistently GREAT dining experience through our
execution of hiring the best people, following food safety procedures, and running GREAT operations. The
process that we use to follow up on our restaurant execution is the Standards Excellence Review (SER).
Steritech is the company we have chosen to perform the SER on behalf of LJS in all territories. Please consider
this letter as authorization for the Steritech Specialist to enter your restaurant. (He/she must have a photo ID as
well as this letter.)
The Steritech Specialist will be in your restaurant for approximately 2 ¾ hours for a SER visit, during which time
he/she will be evaluating your restaurant. A copy of the SER Look For’s and Self Scoring Form can be found on
line and was sent to you in the Franchisee Weekly Newsletter on FEB 14,2012. This visit will include the
evaluation of the 15 Food Safety Criticals. Should the Specialist observe any Critical violations during the visit,
he/she will point them out and provide you with recommended corrective actions. A SER resulting in a RED
rating (below 75 and/or 1 FS-Critical) will result in a follow up visit by Steritech within 45 days. If you have any
questions during the visit, feel free to ask the Specialist. Guest Satisfaction is a top priority every day at Long John Silver’s so the Specialist will attempt to stay out of the way of business as much as possible during the visit. Once completed, the Specialist will review the SER results and leave a copy of the assessment. If time allows for the Manager on Duty to walk with the Specialist during the visit this is always welcome and encouraged.
If you have further questions regarding this evaluation, please contact your Leader or the LJS Corporate
resource, Vanessa Grubb ([email protected]). Again, please do not hesitate to ask the Steritech
Specialist any questions during the evaluation.
Thank you for your focus on running Great Operations by excellent execution and daily focus on guest
satisfaction, restaurant cleanliness/maintenance/safety, delivering excellent products accurately and following
LJS brand standards.
Sincerely,
Alan Caldwell Alan Caldwell Chief Operating Officer Long John Silver’s, Inc.
Introduction Letter upon arrival – Sample
9 The Steritech Group, Inc. | February 2012
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LONG JOHN SILVER’S
SER REFERENCE GUIDE
HELPFUL HINTS
The Goal of the Unannounced SER visit is to achieve a 100% Pass Rate (Green Rating).
Inspire the choice to be excellent every day. Regular use of the SER by ARL’s and
Managers will establish and ensure daily systems are in place. Utilize the SER Self Scoring
Forms on myljs.com or under the resources tab in OnBrand360.
The SER Look For’s Document also found on myljs.com or under the resources tab on the
LJS Steritech website supplies a breakdown of each line item on the SER. Always use the
SER Look For’s to ensure a complete understanding of the SER is achieved.
During your SER visit, the MOD should engage with the Steritech Specialist. Ask questions
if unclear when a standard is going to be scored as a deviation.
Once the SER is complete, the Steritech Specialist will sit down and review the
results. There should be no surprises when this session takes place. A Corrective Action
Plan (CAP) will be available on the Steritech website for your use within 24 hours after the
SER is completed.
Store level reality to “making the SER results stick” is using the Corrective Action Plan
(CAP). Operations improve for the long term when the CAP is implemented. The CAP is a
working document for the RGM to utilize to correct all deviations.
o The CAP is recommended to be completed for all ratings: Red, Yellow or Green.
o When a RED or YELLOW rating is earned the CAP must be completed within three
(3) days.
When a RED rating is earned Your FBP will follow-up to ensure the CAP has been
completed within 3 days and offer any assistance that is needed to ensure compliance of
items missed.
-A Steritech Specialist will follow-up with an unannounced visit within 60 days.
When a YELLOW rating is earned, your Franchise Business Partner (FBP) will follow-up
to ensure the CAP has been completed and will also conduct an announced visit within
60 days.
When a GREEN rating is earned, celebrate with your Team and maintain this level of
Operating Standards every day going forward!!!!
10 The Steritech Group, Inc. | February 2012
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LONG JOHN SILVER’S
SER REFERENCE GUIDE
SCORING AND APPEALS PROCESS
Scoring Overview and Appeals Information
2012 SER Scoring:
100-85%=Green
84-75=Yellow
Below 75 and/ or 1 Food Safety Critical deviation=Red
Follow-up on SERs with RED results are the responsibility of the ARL/FBP and Steritech
Appealing the Standards Excellence Review (SER)
If you believe standards for the SER were applied incorrectly, contact your ARL or Franchisee.
Only the ARL or Franchisee may appeal the SER by sending an email to Vanessa Grubb at
[email protected] within 3 days after the evaluation. Appeals submitted more than 3
days after the review will not be considered. (Please note: this is a change from the 2011
appeals process)
A response to the appeal will be provided within 10 days.
The appeal must include Restaurant location number, date of SER assessment, contact name and phone number and a clear explanation of how the standards were applied incorrectly.
11 The Steritech Group, Inc. | February 2012
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LONG JOHN SILVER’S
SER REFERENCE GUIDE
FREQUENTLY ASKED QUESTIONS
Who is Steritech?
Steritech is a highly trained organization with a team of full-time employees who are 100%
focused on the operating standards of the LJS brand. They have a proven record of success and
currently conduct Food Safety and Operations Evaluations for approximately 120,000
Restaurants.
How have Steritech representatives been trained?
In 2010 the team thoroughly reviewed LJS Brand Standards and conducted multiple test/practice
assessments throughout the country.
In 2011 a select team of 48 Steritech Specialist completed 3 Rounds of visits for LJS.
Steritech leaders have been conducting Train the Trainer courses to certify Specialists who will be
conducting the SER visits for LJS. Additionally, Steritech specialists have actively participated in
classroom training, shadow and reverse-shadow reviews, certification reviews and brand-specific
Critical Skills Checklists.
When will Steritech begin conducting SERs?
Round 1 SER’s will occur March 22nd – July 11th.
Round 2 SER’s will occur August 8th –November 28th.
How will I be notified of a SER visit?
Rounds 1 and 2 will both be unannounced.
Has the scoring been changed?
2012 scoring model- 100-85=GREEN rating: 84-75=YELLOW rating: Below 75 and/or 1 FS
Critical=RED rating.
Will I get another visit if my restaurant has Below Target results?
Follow-up on RED results are the responsibility of the ARL and FBP. Steritech will complete an
unannounced follow-up visit with-in 60 days.
Have any changes been made?
The acronym CHAMPS has been replaced with GREAT. There have been a few updates to line
items -communicated via the Weekly Newsletter on February 2nd. The scoring and appeals
process has changed.
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LONG JOHN SILVER’S
SER REFERENCE GUIDE
How will the external vendor coach against the standards?
When the standards are clearly defined then it is easier to coach. The specialists will also have
specific Look For’s that will guide their coaching.
How will we create consistency amongst the Specialists?
We will have ongoing training/calibration sessions.
Is there an appeal process?
Yes, assuming the issue cannot be resolved at the store level, we have set up an email address.
Appeals must be submitted within 3 days of the SER and emailed to: Vanessa Grubb at
[email protected]. A response will be received within 10 days. If resolution does not
occur during this 1st step, then the appeal will be sent to Alan Caldwell and Stephen Robles (Co-
Chair for the Ops Sub Committee) for resolution.
How will you define success?
We have identified the following measures:
1st- Do we see better execution of our standards which provides a more consistent experience;
2nd- Are the improvements seen in our Customer Loyalty results?
3rd- What are our restaurants teams saying about the coaching experience in the GM survey.
How will I maintain standards if I pass?
By correcting and maintaining the Corrective Action Plan
By utilizing the SER Standard Look For’s as a guide to consistent daily execution of the
Brand Operating Standards.