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


Protect your brand.


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


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SER REFERENCE GUIDE

RESOURCES

Long John Silver’s

Vanessa Grubb

Program Manager

Lisa Lowery

Quality Assurance

(276) 608-3443

[email protected]

(502) 874-2535

[email protected]

Steritech

Lauren Hoffman, Support Services

Appeals process will be identified in this

document

OnBrand360 support

[email protected]

1-800-868-0089

mailto:[email protected]




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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


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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)


• Default letter issued; 30 days to cure (Legal)


• 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


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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


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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


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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


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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!!!!


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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.



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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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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.


long john silver s ser reference guide - … john silver’s ser reference guide ......

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