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Emerging Chains
Case
1. Area Management System Development
Client
Issues
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Inconsistent quality, service and
cleanliness standards
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Outdated system for senior management
to measure and manage the unit and region performance levels
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No system for area managers to measure
and manage operational aspects for improvement
Approach
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Determined consumer preferences for
quality, service, cleanliness, etc.
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Determined company standards for
operations
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Conducted field evaluations and
competitive comparisons to confirm brand points of
differentiation
Results
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Developed and tested a 400-point Area
Management System to benchmark unit and regional performance
levels on operating standards and procedures
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Measurement and improvement “tool”
contributed to the dramatic turn-around of chain performance
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Area
Management System Quick Service Burger
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