Quote:
quote:KFC Employee turnover from 2000 to 2006 is:
72%,73%,73%,84%,82%,71%
So we are back to all time low levels. Not bad for a period of near full employment.
For KFC customer service, scores on the CHAMPS scale *have* been improving. The figures for the last six years are from FY2000 to FY2006:
93.2%, 93.0%, 92.0%, 89.0%, 95.4%, 95.5%
95.5% is better than anything achieved in any state of Australia
Note: this is not hype Halebop! There has been a real measurable turnaround in years 2005 and 2006.
'CHAMPS', BTW is a rigorous six scale quality control scheme. The CHAMPS acronym stands for in order:
Cleanliness, Hospitality (Say 'Great to see you' and smile at the customer), Accuracy (correctness of order), Maintenance, 'Product Quality' and 'Speed with Service' (hint: only open the drive through window once with product in hand ready for the customer). Actually I think there is a whole book on CHAMPS the public can buy. I saw it at Borders.
Snoopy I'm quite famililar with Champs, with the process measurements involved and with several pertinent restaurant formats, including 2 out of 3 of RBDs. 95.5% is not a good score. It might read good on the outside, but it aint. Conversely 89% is a Sh!t score.
Quote:
quote:From p23 of the RBD FY2006 annual report:
"In conjunction with New Zealand Hospitality Standards Institute we have developed a tailored training cirriculuum called 'Future 2 Go' which we offer through all of our stores. This earn as you learn training is base don a modular building block approach that enables learners to progress from one qualification level to the next at their own pace. Competancy at each level is recognised with a National Certificate in Hospitality and often results in staff promotion or advancement."
And the PR firm edited out the next lines... "We are so successful at the stragegy, staff turnover has fallen to 71%. In any case we benchmark against world worst practice to makes ourselves look good so what the hell."