By: Linda Bowman-Powell , Franchise Operations Strategy Expert
In today’s franchise and quick service restaurant (QSR) market, both franchisors and franchisees require up-to-the-minute operational information to compare against business objectives.
With an endless number of reports (not to mention acronyms!) to choose from, I have decided to summarise 4 areas of operation you need to constantly assess:
1. Speed of Service (SOS)
Speed of Service (SOS) is best analysed via Kitchen Display Systems (KDSs) that measure the time from order entry at Point of Sale (POS) to the orders arrival at the first prep table (e.g. pizza base and sauce table) and its journey to the final prep table (e.g. pizza cut table).
The time is measured in increments and offers invaluable information about which areas of operation require improvement.
This can also be used to ensure your staff are quoting accurate wait times (e.g. was the meal produced under promise or out of promise?)
2. Labor costs
Reporting has come a long way from the days of measuring gross sales and net sales. In today’s QSR market owners/managers want to know how many staff were working for the day versus hourly sales.
A time period reports gives you that information and more, you can also measure this report against how much of that business was dine in, carryout or delivery.
3. Quality of Service
There are a number of reports available from Point of Sale (POS) that can be used to determine the quality of the service offered during a specified period of time.
- Void and Return reports help to measure what effect customer dissatisfaction is having on your business
- Discount reports and on discount types and qualities can also indicate areas of concern
The above quality of service reports can be displayed by employee or in a consolidated format for a total outlet overview.
4. Theft/loss
Loss prevention is now an essential part of franchise reporting. An exception based reporting (XBR) tool can calculate how many times certain key strokes are being used by certain employees to identify unusual patterns and flag these to the business owner and/or the individual outlet. This type of reporting allows you to get on with more important aspects such as growing your business and improving customer service.
Find out more about what MICROS can do for you! For more information contact us at info@micros.com Phone: 866.287.4736 (US and Canada)
