ica - red operational excellence part 3
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Operations Toolbox
Warren DietelPart 3
Outsourcing vs. In-House• Linen• Laundry• Rentals• Hand-made foods• Bakery items • Bulk purchasing • Leveraging
purchasing power
Value Engineering• New vs. Used equipment • Hood System 60’ with one fan and one make-up air • Plan for infrastructure and add equipment as you can afford
Opening the Door• Emergency relief contracts• Test kitchen • To-go/Retail• Manufacturing• Sublease
What Would We Do Differently?
• Design for more energy efficiency – Recyclable areas – Solar other energy sources – Engineered study on equipment efficiency– Tasting rooms in the kitchen like at
Feastivities Events in PA
• Security – Multiple thefts – Common area for parties – showcase events
Do not try to save money by storing new equipment on your construction
site before installation!
Main Kitche
n
Ware Washing, Beverage Area, & Warehou
se
Mezzanine & Storage
• Throwing people & cash at the problem without planning = RECIPE FOR DISASTER!• Org Chart of the future – link headcount to incremental growth
People
Puff ‘n Stuff Catering 2010 Org Chart
Administrative Team
Warren DietelOwner/President
Sharol BrennanVice President
Sharon PrintyExecutive Assistant
Tony GregoryOutsource CFO
Mary DicksonFinance Manager
Raul MatiasDirector of Catering Operations
Human Resources
Erin WatsonMarketing Manager
Puff ‘n Stuff Catering 2010 Org Chart
Sales Team - Weddings, Conventions and Special Events
Kristie GarneauReception/Lead Distribution
Warren DietelOwner/President
Heidi BriceSr. Special Event Planner
Mary BrumleySpecial Event Planner
Darby PooleSpecial Event Planner
Rana MaaliSpecial Event Planner Assistant
Aymee BraceSpecial Event Planner
Sharol BrennanVice President
Mary Beth FarrellSpecial Event Planner Assistant
Dana Alvarez-FerrySpecial Event Planner
Tina OstermanSpecial Event Planner
Director of Sales
Shira SmithSpecial Event Planner
Sandy GeorgeSpecial Event Planner
Doriana MercadoSpecial Event Planner Assistant
Kenneth HeidtSpecial Event Planner
Emerald ProulxThe Ballroom at Church Street Assistant
Warren DietelOwner/President
Raul MatiasDirector of Business Operations
Service Team Operations Team Culinary Team
TBDService & Training Mgr
Clair CunninghamOperations Manager
Paul LorrainExecutive Chef
Mely BencosmeSous Chef – Hot Side
Greg SmitkaExecutive Pastry Chef
Jimmy PavlickSous Chef – Cold Side
Cold Production (2)
Bakery Lead
Production (2) Hot Production (2)
Event SupervisorsLead Individual Events & Teams
Event Service Team Servers, Bartenders, Road Chefs, Dish
Tony StephensDelivery Driver Supervisor
Delivery Drivers (2)
Warehouse SupervisorThe Ballroom at Church Street Lawrence RobertsDishroom Supervisor
Denise RandallLinen Lead
Warehouse Persons (4)Emerald ProulxBallroom Lead
Dish Persons (9)Linen Persons (2)
Monday Cleaning Crew (3)
Puff ‘n Stuff Catering 2010 Org Chart
Operations Team
The Process
Client Presentations
Proposal
Special Event Order
Paperwork Distribution
Paperwork Distribution
Ops Leadership Reviews SEOs
Production Meeting
Department Production Sheet
Creation
Department Scheduling to
Budget & Workload
Event Production
Manager Reports
Client Follow-up & Survey
Managing Inquiries
First Ya Gotta Sell It!
• Defined call rotation process
• Concept meetings & tasting/presenting
• Determine cooperation points for Operations in the Sales process
“Havana Blue” Proposal
“Havana Blue” Proposal
“Havana Blue” Proposal
• Modeled after Hotel Banquet Event Order• Addresses needs of all operating departments • Communicates key components to clients • Standard format – consistent – special forms for managed venues, deliveries,
full-service, etc.
The Anatomy of a Special Event Order
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• Production Meeting – Sales and operations meet to review Weekly Report and Special Event Orders – Answer questions, finalize details, outside vendors, and discuss production details– Breakfast together to review successes and opportunities – Sales scheduled in order of production level
Addressing the Questions
Production Timeline
Sun Mon Tues Wed Thur Fri Sat
Weekly Report Generated & Distributed
Production Meeting
Production Schedule Review
26 27
28 1 2 3 4 5 6
7 8 9 10 11 12 13
February - March
• Think about this strategically • Bio-metric Time clock with a management interface
– Time Clock Plus: http://www.timeclockplus.com/
Production Staffing & Scheduling
Time Management & Overtime – Production schedule begins at traditionally busy period and ends at the slowest
Sales Labor ProfitabilityTarget 45% service
labor cost. Sales and supervisors incented
on results.
Staffmate Schedule
SEOs and Load Sheets sent electronically to
Event Supervisors when scheduled
Supporting Documents• Event Site Walkthrough • Warehouse load sheet• Bar pull/inventory • Event Manager’s Report
Even
t Site
Wal
kthr
ough
Even
t Site
Wal
kthr
ough
War
ehou
se L
oad
Shee
t
Bar P
ull/I
nven
tory
She
et
Even
t Man
ager
’s Re
port
• Survey – How to know if you’re getting it right? – How do you rate the quality of the food and beverage items
served at your event? – Were you satisfied with the presentation (set-up and
decor?) – How do you rate the Puff 'n Stuff Catering Event Service
Team (servers, chefs, bartenders, etc.) that worked your event?
– What is your opinions of the Puff 'n Stuff Catering Special Event Planner you worked with while planning your event?
– What can we do to improve your next experience with Puff 'n Stuff Catering?
– Would you recommend Puff 'n Stuff Catering to a friend or business associate? (10 is "most likely to recommend," 1 is "least likely to recommend"
• Use the survey to communicate with departments internally
• Take action on the best of the best and the worst of the worst!
Client Survey
Thank You!Warren G. Dietel
warren@puffnstuff.com 407.398.6306
View this presentation online at: warren@puffnstuff.com
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