Food Serving Time Mind Setting & Incentive Program

September 23, 20092:00PM

JB Center

SPEED LEVEL UP 5:90

Speed is the rate of motion, or equivalently the rate of change of distance

SPEED LEVEL UP 5:90– Edmund Aquino– Bong Arenal– Tony Lapuz– Francis Culala– Chuck Catibog– Dave Ramos– Mike Mariano– Lyn Carandang– Mhaan Arenas– Jane Marquez– Mitch Ondra

Current Issue

• EME’s Challenge:“How do we create a real service

breakthrough in our food serving time?”

To create and sustain a mindset among Store Teams for FST achievement that will:1. make 90% of stores hitting 5 minutes average FST.2.make all stores ready for roll out by Q1 of 2010.3. increase productivity & morale thru incentive & recognition.

Team Goal

“Prepare for this by thinking about our current situation, what an 'ideal' would look like, what the barriers are to achieve the

ideal, and what we need to do to attain what we want.”- EME

Key Principle

POINTS to Consider

Inputs from Mancom Planning:-FST could be part of the FSC rating (10 samples from each FSC rating, including AMs rating) -Stretched targets ; overachieve targets (85%) -Penalize? What penalties will be imposed ? -Incentivize - include in the bonus ?

*Due to the urgency and its high Impact on our Service, the timeline for ManCom presentation had been set to October 1,2009*This project will run simultaneously with the Product Streamlining Project.

Background of the Study1. Current Mind Set

* awareness of FST. * process - order slip - no checking of time. * tools: used of digital time clock. * involvement on FST. * measurement * no clear definition of FST. * complacency. * mind setting of customer.

2. Execution at the Store * lack of manpower. * skills/crew competency. * inconsistent implementation. * QSD for kitchen and dining. * positioning. * many acronym for manpower (QSD, DPIC, etc.) * training - swss during smtp only. sop's on store level. * tools - stop watch. * production control system. - stock level

3. Incentive Program * budget of area manager P 20,000 per area.( no particular program for FST.) * no clear criteria*criteria per store level only*no systemwide criteria/guidelines

PROPOSED STRATEGIESOBJECTIVE STRATEGY/ACTION PLAN RESOURCE TIMELINES

1. 90% of stores hitting 5 mins. Average FST

*80% of store TC hitting 5 mins FST

Develop store program on FST/Monitoring system/Random sampling at store level (5 sampling per day part)

AM’s monthly FST validation (each AM representative will identify 1 pilot store)

Compare results with FSC audit

S’Bong Arenal

M’ Jane Marquez

M’Mitch Ondra

September 29

2. Make all store ready Q1 2010

Training of FST a. concept : define FST in all aspects/section b. operational improvement on current FST in process/redefining roles of store team/acronym, positioning, KRAs/Certification program

M’Mhaan Arenas

S’ Tony Lapuz

S’Francis Culala

S’ Mike Mariano

September 29

3. Increase productivity and morale thru incentive and recognition program

Uniform reward system

- Frontline GOLD certification-Include FST score in PA suggestion 70:30 ratio in Service category-Include in Annual FSC awarding

S’ Mon Aquino

S’ Chuck Catibog

September 29

MILESTONES

1. Project conceptualization --------------------------------- September 23 to 28

2. Finalization of proposed strategies --------------------- September 29

3. Approvals/Presentation ------------------------------------ October 1

4. Revision -------------------------------------------------------- 1st week October

5. Pilot materials ------------------------------------------------- 3rd week October

6. Pilot training --------------------------------------------------- 3rd week October

7. Pilot period ----------------------------------------------------- Nov to Dec 2009

8. Pilot evaluation ------------------------------------------------ 1st week Jan 2010

9. Final recommendation --------------------------------------- 1st week Jan 2010

10. Roll out --------------------------------------------------------- 1st Quarter 2010