Part 3

Question 1

Being on the floor

Answer 1

To be physically present where the action is happening at the prod and service area

Question 2

2 main areas

Answer 2

• prod area (kitchen, back of the house)

- service area (counter, dining, drive thru)

Question 3

Parts of a shift

Answer 3

• pre shift (store readiness, game plan)
• running the shift (floor control, cx relation, travel path)
• post evaluation (game plan evaluation, shift endorsement)

Question 4

Pre shift planning

Answer 4

• know what to expect during shift
• make game plan
• identify crew assignments
• communicate GP
• check readiness of PEPC before opening

Question 5

Sources of info

FSC

Answer 5

FSC checklist
Cx survey
Master cleaning sched
MT logbook
Restroom cl
Audits
Previous GP

Question 6

Sources of info

SALES

Answer 6

Sales perf logbook
MT
logbook

Question 7

Sources of info

PROFIT

Answer 7

DIC
FCPC report
MT logbook

Question 8

sources of info

OTHERS

Answer 8

Memo
MT logbook
Updates

Question 9

Root cause analysis RCA

Answer 9

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

Question 10

Root cause

Answer 10

Fundamental breakdown or failure of a process

Question 11

2 ways of doing RCA

Answer 11

5 whys

Fishbone diagram

Question 12

5 whys

Answer 12

State prob
Identify indicator
Ask why 5x

Question 13

Fishbone diagram

Cause and effect diagram

Answer 13

Technique used to graphically identify and organize many possible cause of a problem

Question 14

Game plan

Answer 14

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

Question 15

Benefits of GP

Answer 15

Give direction as to how u should manage ur shift

Viewed as mini goals

Question 16

4stages of GP

Answer 16

Preparation
Communication
Implementation
Evaluation

Question 17

GP contains

Answer 17

SMART objective
SPECIFIC activities (5W+how)

Question 18

GP includes

Answer 18

SALES
FSC
PROFIT
OTHERS

Question 19

SMART

Answer 19

Specific - whats ur focus
Measurable- by word or by numbers
Attainable - should be yes
Realistic - should be yes
Timebound - w/ period

Question 20

Steps in communicating the GP w/ ur team

Answer 20

Prev GP
game plan for today
Consequences (if not met)
Solicit suggestions
Clarify questions
Summarize
End w/ positive note

Question 21

Management Activity Checklist

Answer 21

Summary list of activities a manager must perform to ensure that his shift runs smoothly

Question 22

Advantages of MAC

Answer 22

Ensure monitoring of PEPC
shift manager alert and aware
Manager organize task
Facilitate shift endorsement