automating business processes for trigo group with cherwell service management
DESCRIPTION
Trigo Group has been delivering tailor-made quality management and inspection solutions for more than 15 years all around the world. In Brazil, Trigo group has been managing quality control for three major food franchise chains, including Domino’s pizza, Koni Asian cuisine, and Spolleto pasta restaurants, amounting to 500 stores in Brazil. Learn how Trigo Group, with the assistance of Business Station, has employed Cherwell Service Management (CSM) to automate, track, monitor, and enforce the detailed components of their stringent quality control processes. Trigo uses CSM to track evaluations of service, cleanliness, foodstuffs storage, and other quality rules. Automated processes notify the manager of each franchise if the scores on the quality control assessment are below the acceptable threshold. Trigo also uses CSM to perform competitor comparisons for pricing structure, and also for sales targets. Additionally, Trigo uses CSM for triggering tasks for construction and set up of a franchise site as well as using the tool for service desk for their end-users.TRANSCRIPT
Automating Business Processes for Trigo Group with Cherwell
Service Management
Vinicius GravitoBusiness Station
Vinicius Gravito (Vini) has a Bachelor’s of Engineering and Network Management, has 12 years of experience in IT and 5 years in Project Management. He holds certificates in Microsoft SQL, Java, Microsoft Servers, ITIL, HDA, SCTL, HDM, KCS, Cherwell Software Specialist, Cherwell Professional Services and Cherwell Implementation. Vini has been implementing Cherwell projects since 2009, implementing over 15 Cherwell Projects, not only focused on ITSM, but also with a focus on business process in companies with different verticals, such as Industry or Trade and Services. He is currently responsible for the implementation team and the architecture of the Cherwell in Brazil from Business Station, and gives Cherwell Training for customers and partners in Latin America.
“Automating Business Processes for Trigo Group with Cherwell Service Management”
Automating Business Processes for Grupo Trigo with Cherwell
Service Management
Agenda
• About Grupo Trigo• How IT, HR and Maintenance departments use Cherwell• Retail Business Processes with Cherwell• Next steps with Cherwell
About Grupo Trigo
Grupo Trigo is a Holding company for 3 brands in Brazil, Spoleto (Pasta Fast Food Restaurant) Koni (Japanese Fast Food restaurant) and Domino´s Pizza (Master Franchising in Brazil) totaling more than 500 stores in Brazil, Latin America and Europe. Grupo Trigo also has a manufacturing plant, Logistic Distribution Center, and owns 30 stores.Grupo Trigo’s main goal is to have 1,000 open stores by the end of 2017.
IT department using Cherwell
HR department using Cherwell
Maintenance using Cherwell
Retail Business Process with Cherwell
Initially we started using CSM for ITSM, but we rapidly identified some opportunities to implement CSM for business processes.We chose the retail business to start the first processes because all the processes were being done manually (via e-mail in most cases).
Retail Business Process with Cherwell
Processes already implemented in Cherwell shown in green.
Retail Business Process with Cherwell
Raio x (X-ray)What is this?
Raio X is the big list of contacts and information about each store of the Grupo Trigo (Government IDs, address information, franchisee information, store equipment information, etc…)
Before Cherwell we used an Excel sheet to manage all this information, and receive updates from our consultants. Each consultant supports about 25 stores and during the site visit, they get the information that they send via e-mail from the franchises back to the main office to refresh them.
X-Ray (Raio X)
X-Ray (Raio X)
Retail Business Process with Cherwell
Action PlanWhat is this?
In each consultant’s store visit, he needs to check some important things in the store environment such as:
Lighting, paint, equipment, sales KPIs, etc. ... If one or more problems are detected, the consultant needs to open an Action Plan ticket answering the main questions and putting in the problem resolve-by date.
This date is based on that which the franchisee has agreed to.
Previously, all these action plans were managed by e-mail.
Action Plan
Retail Business Process with Cherwell
QA (Quality Assurance)
What is this?
Monthly, our consultants or QA team have to make a QA Checklist in each store from Grupo Trigo.
At the end of the visit, the QA representative shows the final score for the franchisee that determines if the store is following both the Brazilian sanitary and Grupo Trigo rules.
Previously, all checklists were performed in Excel and the QA back office consolidated each one to make some dashboards using Excel.
Quality Assurance
Retail Business Process with Cherwell
Quali x Quanti (Qualitative and Quantitative Analyses)
What is this?
It is part of a program in which the top five franchisees receive an award for having met all the qualitative and quantitative steps of managing their store.
Previously, this process was done with a form in Excel and at the end of each quarter, the department consolidated and reported how the franchises were positioned for each store. A lot of manual work.
Retail Business Process with Cherwell
Price and Place What is this?
The franchise department sends an email to all franchise consultants to check the prices for each of the competitors that have restaurants around each store supported by Grupo Trigo. Normally they checked one promotional food item.
The franchise department received all the numbers, consolidated the information in Excel, and started the analyses for directors and the marketing department.
Retail Business Process with Cherwell
Marketing Trade Workflow What is this?
The franchisee, after analyzing their performance in sales, can request help from their consultant to create local store marketing pieces (banners, flyers, etc.). Before Cherwell was implemented, they sent an e-mail to the consultant informing them about the available media/marketing materials.
Before Cherwell was implemented, generally, most of the requests made by the franchisees were lost or not delivered in the time required to perform the marketing action.
Retail Business Process with Cherwell
SAC (Consumer Service)What is this
Each web site for Grupo Trigo brands has a form for our final consumers to submit complaints, compliments, questions or suggestions. In this case our main problem was to manage all tickets with some departments by Excel and answer our end consumers in the shortest possible time.
www.Spoleto.com.br
Next steps with Cherwell
Our idea is to implement Cherwell for other processes in Retail Business such as Pre-Operation, Projects, and Expansion processes. Additionally, start automatizing processes in our distribution, and manufacturing business opportunities.
Retail Business Process with Cherwell
Processes already implemented in Cherwell shown in green.
Benefits to Business• Organization, clarity of business goals.• Achievable goals• Satisfied employees• Satisfied franchisees• Reduction of Monthly Claims from 3500 to 480 on average (0.6 per store)• Auditable processes• Growth of 30% year mark.• Grupo Trigo currently has 500 stores. With the organization of the
processes, in three years we can grow this to 1000 happy stores!
Questions?
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Vinicius Gravito (Vini)