Part 3 Flashcards
Being on the floor
To be physically present where the action is happening at the prod and service area
2 main areas
- prod area (kitchen, back of the house)
- service area (counter, dining, drive thru)
Parts of a shift
- pre shift (store readiness, game plan)
- running the shift (floor control, cx relation, travel path)
- post evaluation (game plan evaluation, shift endorsement)
Pre shift planning
- know what to expect during shift
- make game plan
- identify crew assignments
- communicate GP
- check readiness of PEPC before opening
Sources of info
FSC
FSC checklist Cx survey Master cleaning sched MT logbook Restroom cl Audits Previous GP
Sources of info
SALES
Sales perf logbook
MT
logbook
Sources of info
PROFIT
DIC
FCPC report
MT logbook
sources of info
OTHERS
Memo
MT logbook
Updates
Root cause analysis RCA
Method that is used to address a problem or non conformance in order to get the “root cause” of the prob
Used to correct and eliminate the root cause and prevent the prob from recurring
Root cause
Fundamental breakdown or failure of a process
2 ways of doing RCA
5 whys
Fishbone diagram
5 whys
State prob
Identify indicator
Ask why 5x
Fishbone diagram
Cause and effect diagram
Technique used to graphically identify and organize many possible cause of a problem
Game plan
What do you want to happen in your shift
What do you want tour cx to experience during your shift
Aims to solve prob or address opportunity
Benefits of GP
Give direction as to how u should manage ur shift
Viewed as mini goals
4stages of GP
Preparation
Communication
Implementation
Evaluation
GP contains
SMART objective SPECIFIC activities (5W+how)
GP includes
SALES
FSC
PROFIT
OTHERS
SMART
Specific - whats ur focus Measurable- by word or by numbers Attainable - should be yes Realistic - should be yes Timebound - w/ period
Steps in communicating the GP w/ ur team
Prev GP game plan for today Consequences (if not met) Solicit suggestions Clarify questions Summarize End w/ positive note
Management Activity Checklist
Summary list of activities a manager must perform to ensure that his shift runs smoothly
Advantages of MAC
Ensure monitoring of PEPC
shift manager alert and aware
Manager organize task
Facilitate shift endorsement
