Here are the key metrics used to measure performance in a typical Kout Food Group store scorecard:- Sales vs. Plan - Measures sales performance against annual sales targets. - Sales Growth - Measures year-over-year sales growth. - OER (Online Evaluation Report) Score - Measures food quality, service and cleanliness based on third-party customer surveys. - Mystery Shopper Score - Measures service quality based on undercover evaluations.- Speed of Delivery - Measures average time from order placement to food delivery (for quick service restaurants). - Audit Score - Measures compliance with food safety, operational and quality standards through internal audits.The scorecard
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The P&P focus of the Kout Food Group is to support growth across all brands through offering learning solutions to employees to develop their skills and knowledge, ensuring employees have training for their jobs, and providing career development opportunities. The document introduces the new employee to KFG, outlines some ground rules, and discusses what makes KFG unique through its history, brands, and commitment to values like respect, hospitality and aspiration. KFG measures performance across sales, customers, people, and profit to evaluate stores and individuals on metrics like sales, customer satisfaction, training, and achieving financial targets.
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Similar to Here are the key metrics used to measure performance in a typical Kout Food Group store scorecard:- Sales vs. Plan - Measures sales performance against annual sales targets. - Sales Growth - Measures year-over-year sales growth. - OER (Online Evaluation Report) Score - Measures food quality, service and cleanliness based on third-party customer surveys. - Mystery Shopper Score - Measures service quality based on undercover evaluations.- Speed of Delivery - Measures average time from order placement to food delivery (for quick service restaurants). - Audit Score - Measures compliance with food safety, operational and quality standards through internal audits.The scorecard
Similar to Here are the key metrics used to measure performance in a typical Kout Food Group store scorecard:- Sales vs. Plan - Measures sales performance against annual sales targets. - Sales Growth - Measures year-over-year sales growth. - OER (Online Evaluation Report) Score - Measures food quality, service and cleanliness based on third-party customer surveys. - Mystery Shopper Score - Measures service quality based on undercover evaluations.- Speed of Delivery - Measures average time from order placement to food delivery (for quick service restaurants). - Audit Score - Measures compliance with food safety, operational and quality standards through internal audits.The scorecard (12)
Here are the key metrics used to measure performance in a typical Kout Food Group store scorecard:- Sales vs. Plan - Measures sales performance against annual sales targets. - Sales Growth - Measures year-over-year sales growth. - OER (Online Evaluation Report) Score - Measures food quality, service and cleanliness based on third-party customer surveys. - Mystery Shopper Score - Measures service quality based on undercover evaluations.- Speed of Delivery - Measures average time from order placement to food delivery (for quick service restaurants). - Audit Score - Measures compliance with food safety, operational and quality standards through internal audits.The scorecard
- 2. The P&P focus is to support the growth of the company in all brands. We will do this by: • Offering a variety of learning solutions to our most important assets: our People • Ensuring that Team Members have the knowledge and skills they need to do their job well • Providing structured career development possibilities to talented people using the talent pipeline and bench to help achieve the company Road Map
- 3. Kout Food Group “Passion for Outstanding Service and Food” We appreciate moving into a new role can be a challenging time! Please remember we are happy to help and support you! We know you will play an integral part in the success of our business and support the Company in achieving its vision. We are so glad that you joined our team!
- 4. Ground Rules •Warmth & respect •Share your ideas & stories •No Question is Stupid! •Get to know each other •Take Notes •Cell phones off •Time for Questions •Breaks
- 5. Parking Lot
- 6. What makes KFG different? True Leader Pioneering Spirit Unique History International Kuwait United Kingdom Experience & Expertise Iraq The place to be seen
- 7. proud record… 1982 1982 1996 1997 1999 2002 1982 - 2008 (branded)
- 8. a series of firsts… 2004 2005-12 2006 2007-12 2007
- 9. remarkable track record… 2008 2008 2009 2010 2011 2011 2012 2012 Kfg Factory Productions
- 10. Loyalty Respectful Hospitable Aspiring Consistent Authentic Personal Easy Passion for Food and Outstanding Service
- 12. Madame Fadwa's Dream Respectful Hospitable Aspiring
- 13. Being Respectful
- 14. Respectful • What does “Respectful” mean to you? • Who can give an example of giving respect? • How can you show that you are respectful?
- 15. Being Hospitable
- 16. Hospitable • What does “hospitability” mean to you? • Who can give an example of being hospitable? • What are the ways our team supports be hospitable?
- 17. Aspiring to
- 18. Aspiring • What does “aspiring” mean to you? • Who can give me an example of aspiring ? • What are the ways that you can aspire?
- 20. The Kout Food’s Group of Brands
- 21. Burger King Travel should take you places
- 22. Pizza Hut The luxury of being yourself
- 23. Kabajee Lebanese Restaurants Warm Welcoming Friendly
- 25. Applebees’s
- 26. Burj Al Hamam Restaurants 100% Satisfaction Guaranteed
- 27. Cha Cha Moon 100% Satisfaction Guaranteed
- 28. Ayyami Everything. Right where you need it.
- 32. The Kout Food Group Test your knowledge • Turn to page 25 in your workbook and match the correct KFG brand with the statement that best describes it.
- 33. The foundation for every Kout Food Group guest experience ‘CAPE’ Consistent Authentic Personal Easy
- 34. Consistent Guests must be able to trust KFG to deliver quality service, consistently, in every restaurant
- 35. Authentic We aspire to create authentic moments of service for every guest by providing caring, thoughtful attention and detail in everything we do
- 36. Personal We do our best to shape every visit to the individual and provide personal ‘KFG’ touches
- 37. Easy We must find new ways to make the KFG experience effortless and efficient
- 38. Loyalty Respectful Hospitable Aspiring Consistent Authentic Personal Easy Passion for Food and Outstanding Service
- 39. Loyalty
- 40. Mastering the Art of Service
- 42. How is your store measured?
- 43. PERFORMANCE SCORECARD 2011 Name: Region/Area/Restaurant: QTR 1 QTR 2 QTR 3 QTR 4 YTD Rating Description Sales - Weight 30% Index to Plan & Growth Rating 20% Sales vs. Plan #DIV/0! >107% SAT Rating SBT SBT SBT SBT #DIV/0! 104-106% AT Points earned 0.2 0.2 0.2 0.2 #DIV/0! 100-103% OT #DIV/0! Score Card 60% 10% Growth 96-99 BT Rating SBT SBT SBT SBT #DIV/0! < 95 SBT Points earned 0.1 0.1 0.1 0.1 #DIV/0! Customer - Weight 30% OER% of 100's Rating MS % of 100's Rating 10% Percent 100% OER Check #DIV/0! 90-100 SAT 98-100 SAT Rating SBT SBT SBT SBT #DIV/0! 86-89 AT 94-97 AT Points earned 0.1 0.1 0.1 0.1 #DIV/0! 80-85 OT 90-93 OT 5% Percent 100% MS Check #DIV/0! 75-79 BT 85-89 BT Sales Performance Rating SBT SBT SBT SBT #DIV/0! <= 74 SBT < =84 SBT Points earned 0.05 0.05 0.05 0.05 #DIV/0! 10% Speed of Delivery 30 min (IN+RT) #DIV/0! Target Below 30 min Rating AUDIT % of 100's Rating Rating SAT SAT SAT SAT #DIV/0! <24 min SAT > 93 SAT 5% Audit Score Points earned Rating 0.5 SBT 0.5 SBT 0.5 SBT 0.5 SBT #DIV/0! #DIV/0! #DIV/0! 25-29 min 30 min 31-35 min AT OT BT 89-92% 85-88% 80-84 AT OT BT Customer Points earned 0.05 0.05 0.05 0.05 #DIV/0! 36 min SBT < 79 SBT People - Weight 15% Training Rating Turn Over % of 100's Rating People 10% Training and Development #DIV/0! 5 SAT <20 SAT Rating SBT SBT SBT SBT #DIV/0! 4 AT 21-40% AT 5% Crew Turnover % Points earned Rating 0.1 SAT 0.1 SAT 0.1 SAT 0.1 SAT #DIV/0! #DIV/0! #DIV/0! 3 2 1 OT BT SBT 41-50% 51-70% >71% OT BT SBT Profit Points earned 0.25 0.25 0.25 0.25 #DIV/0! Profit - Weight 25% Index to Profit Plan >107% Rating SAT Overall 25% Actual vs Plan #DIV/0! 104-106% AT Rating SBT SBT SBT SBT #DIV/0! 100-103% OT 96-99 BT Points earned 0.25 0.25 0.25 0.25 #DIV/0! < 95 SBT Overall Overall Ratings 100% Weighted average of all components YTD Score Rating Component Ratings Rating SBT SBT SBT SBT #DIV/0! >=4.25 SAT SAT 5 points 3.65-4.24 AT AT 4 points Points earned 1.6 1.6 1.6 1.6 #DIV/0! 2.75-3.64 OT OT 3 points 2-2.74 BT BT 2 points (Gold Standard average 4.25 or higher and Excellent average 3.65 or higher.) <=1.99 SBT SBT 1 point
- 44. How are you measured?
- 45. Being SPPIICED • Self and Others Development • Passionate about KFG • Planning and Organizing • Influencing and Communicating • Informed Decisions • Change Embraced • Excellent Customer Service • Delivering Business Performance
- 46. 4 Future High Prof 6 Future High Potential 2 Inconsistent Performer 5 Key Performer 7 High Professional 1 Low Performer 3 Rough Potential ME 8 Adaptable Professional 9 High Potential PM Score Card CE UA SPPIICED
- 47. 9 Box Matrix linked to Spiral High Professional (7HPR) Adaptable Professional (8AP) High Potential (9HP) (HIGH) 5% 5% 5% 24-25 26-27 28-32 Future High Key Performer (5KP) Future High Potential Performance Professional(4FHPR) (6FHPO) 30% 10% 10% 16-21 22-23 12-15 Low Performer (1LP) Inconsistent Performer (2IP) Rough Potential (3RP) 5% 10% 20% 0-6 7-9 10-11 (LOW) (LOW) Potential (HIGH) 47
- 48. Outcomes and Benefits Knowledge Retention skills Direction Attitude Performance Set Expectations PDR Positive and negative 2012 Relationship Growth Clarification CIP Plan control
- 49. Talent Pipeline KFG understand that 'only those that feel valued can truly add value…'
- 50. Talent Talent Talent Talent Talent Attract Performance Development Engagement Retain 4 6 14 2 3 APPOINT JOB PDR HIRE NHO SKILLS Talent Manager Keep the talent Reunion ‘Field inside pipeline Trainer’ Specific engaged until 5 9 BOX Manages Skills/Talent business is ready TECHNICAL Identification MATRIX 1 8 13 INTERNAL Performance PROBATION BENCH Improvement REVIEW Talent OVERSEAS LOCAL Plan Review QTR Independent 12 REVIEW ASSESSMENT SUCCESS CRITERIA 11 Continuous CLOSE SKILLS Gate Post Improvement GAP Process KUSB 10 Identify Training Need 9 Acceleration TALENT POOLS
- 51. Customer Brand Learning Culinary Academy Management Compliance Mania Art Technical System HEART MAOS HACCP 5 Food Hygiene 4 Fire 3 H&S 2 FAAW NHO 1 COT BSC
- 52. KFG Policies and Procedures
- 53. Welcome to the Kout Food Group We are so glad you joined our family!
Editor's Notes
- AddKitchen ItaliaSpecialising in hundreds of pasta varieties, this chic all-day cantina makes the perfect pit-stop - try the mafaldine with spicy sausage, or taglioni with rocket and sea bass. Remember to leave room for dessert: must-haves include fluffy bombaloni (Tuscan doughnuts). After its success in London’s new Westfield centre, Kitchen Italia has brought its winning formula to the middle of Covent Gardens bustling Seven Dials. Based around the idea of a modern and cosy all-day cantina. Kitchen Italia is an affordable and stylish spot to enjoy pre-theatre meals, post-shopping snacks and to celebrate with friends. The décor is sleek and industrial-chic featuring a cream colour scheme, vaulted ceilings, blonde wooden bench seating and leather booths. Kitchen Italia was acquired by the Kout Food Group in February 2011.
- Maison Blanc is the authentic French Boulangerie and Pâtisserie originally created in Oxford by the the 2-star Michelin Chef Raymond Blanc in 1981. Today we bring a little slice of France to 14 locations in the South of England, serving a selection of freshly baked artisan breads, pastries, savouries, and of course our world famous cakes and pâtisserie - all hand finished to perfection and simply bursting with seasonal flavour. You will even find some of Raymond's very own creations for Maison Blanc in our stores. Our seasonal café menu has Raymond's seal of approval and includes a delicious selection of light lunches from filled baguettes and sandwiches to crisp salads, soup and savouries. You'll also find breakfast on the menu where you can start your day in continental style with the classic Le Parisien or choose from a more hearty selection to include free range boiled eggs or a Scottish smoked salmon platter.Join us for a take away sandwich, a relaxed afternoon tea with friends or a lazy light lunch - It will be a pleasure to serve you! KFG reinvigorated the business with an aggressive program of rebranding and expansion. Further expansion is planned across the UK as well as internationally.
- Objectives of Mastering the Art of Service TrainingTo create an emotional connection with the:GuestYourselfYour jobTo visit and put definition around the four building blocks in order to deliver:Consistent serviceAuthentic servicePersonal serviceMake it Easy for our CustomersSeries of chapters to include:Wisdom icebreakerGround rulesThe four pillars – debate & de-briefThe four pillars modules:Mastering the Art of Consistent ServiceMastering the Art of Authentic ServiceMastering the Art of Personal ServiceThe way we communicate: Without words – body language, listening & groomingWith words – choice of wordsFive aspects of connection:ToneInflectionPitchRate of speechVolumeInternational language of hospitality Mastering the Art of EasyShaping the guest’s personal experienceHuman needs behind the business needs:HeardAcknowledgedRememberedRespectedAchieving service in an individual styleFour parts of the guests visit:WelcomeDuring the visitSolving a problemFarewellGetting it right the first timeKnow your stores challengePower of yesNot saying ‘NO’ sandwich:EmpathyStatement of limitationProviding alternativesService Recovery – HEART Empowerment guidelines – should have been completed prior to training
- ASK Why is it important that you are measured at work?Answers may includeClear directionPromotionDisciplineGoal settingRecruitment
- ASK Why is it important that you are measured at work?Answers may includeClear directionPromotionDisciplineGoal settingRecruitment