Medium Size Multi - Unit QSR / Full- Service Franchise Restaurant Operator.
A medium size, multi unit QSR / Full-Service franchise operator approached The Osborn Group, LLC with the desire to improve audit performance with their current locations and to empower the organization for future expansion. The areas of focus were to include Food Safety/ Sanitation, Customer Experience and Brand Standards compliance.
QSR Locations: 11
Full-Service Locations: 1
Annual Revenue: $ 16 Million
Region: Greater Cincinnati, OH
Our team partnered with executive leadership of the regional franchise operator to identify and develop audit tools and resources that comprised of food safety/sanitation standards, brand standards, company goals and customer experience data. Historical results were compiled and a determination was made to conduct three rounds of unannounced audits to increase awareness and performance on actual brand/corporate audits, identify areas for improvement, produce round summaries and conduct training with staff and general managers
based upon results.
The Audit Method
1. Determine & Create Audit Tools
3. Perform Three Unannounced Audits
5. Report Summary & Training
2. Gather Historical Data
4. Engage Customers in the process
Over a 90 day period our team conducted and compiled the results of three unannounced audits reporting and collaborating with executive leadership of the restaurant franchise operator. A series of training opportunities were conducted along with one-on-one coaching for general managers. The impact resulted in all locations scoring highly on subsequent corporate audits without any under-performing or failure results. The effort positioned the restaurant franchise operator to add additional locations, significantly improved customer experiences (leading to a top performing national award with a prominent international QSR brand), and empowered general managers with the knowledge and emphasis for sustainable, long-term success.
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