Ibaco Area Coach Effective Outlet Visit Plan Jul'24 PDF

AREA COACH EFFECTIVE OUTLET VISIT PLAN SOP CONTENTS EFFECTIVE OUTLET VISITS  INTRODUCTION & 2 PREPARATION 3  SET UP CLEAR OBJECTIVES / 4 - GOALS 8  VISIT THE...

AREA COACH EFFECTIVE OUTLET VISIT PLAN SOP CONTENTS EFFECTIVE OUTLET VISITS  INTRODUCTION & 2 PREPARATION 3  SET UP CLEAR OBJECTIVES / 4 - GOALS 8  VISIT THE OUTLET 9-  FOLLOW UP LAST VISIT 10 ACTION PLAN, DEVELOP ACTION PLAN 10  DEVELOP ACTION PLAN  EFFECTIVE OUTLET VISITS TRODUCTION During visits by the Regional/Zonal Manager, it is important to verify the number of times the Area Coach visited the outlet and the action plan he created for QSC, Sales, Incentives, Product availability, and Maintenance. If any action plan is found to be incomplete, clarification from the Area Coach is E STEPS OF EFFECTIVE OUTLET necessary. Preparation: VISITS Study data prior to ST EP the visit 1 ST Set up clear objectives / goals EP 2 ST Visit the Outlet EP 3 ST Follow up last visit Action plan EP 4 ST Develop Action Plan EP 5 1: PREPARATION PREPARATION: Study data prior to the visit - Sales, bills, product mix. - Training performance of TL/RSP/TMs. - Trip Report & Action Plan a previous visit - Customer compliments/complaints - Internal Audit & QSC Page UPDATED JUL’24 EFFECTIVE OUTLET VISITS ADDITIONAL INFORMATION NEEDED 1. Customer profile, any change? 2. Sales, bills, product mix past 2 months 3. How long RSP/TL is in the position? 4. How many new TMs? 5. Any Short supply? STEP 2: SET UP CLEAR OBJECTIVES/GOALS SMART GOAL S: Specific M: Measurable A: Attainable R: Relevant T: Time Page UPDATED JUL’24  EFFECTIVE OUTLET VISITS STEP 3: VISIT THE OUTLET Enter the Outlet as a customer BEFORE ENTER Before entering the Outlet, stand outside the Outlet, and observe details outside the building, including glass door, signage, POP, etc. Ensure that everything is in order, clean, and present. Page UPDATED JUL’24 EFFECTIVE OUTLET VISITS OBSERVE CUSTOMERS  See customers who are  Waiting in line  Receiving service  Sitting at tables OBSERVE I/C CABINETS  Enter the Outlet, and walk to the I/C cabinet.  Check visual merchandising;  I/C looks appetizing  I/C cabinet clean  Name tag correct positions  POP & Cup display clean, organized OBSERVE TOPPING CABINET Check visual merchandising;  Toppings well stocked  Cabinet neat & clean  Name tag correct positions OBSERVE CASHIER STATION  Check the cashier station; the area is clean and well- organized, and napkins, spoons, lids, and bags are well stocked.  Customer Log is available in good condition. OBSERVE DINING AREA  Walk to a dining area  - Check that the dining area is neat and clean; tables & chairs, window, floor, floor mat, water dispenser, lights, and fixtures. Page UPDATED JUL’24  EFFECTIVE OUTLET VISITS OBSERVE BEHIND COUNTER Behind the I/C cabinet, Emphasize the following;  Neat and clean rail & shelf  Cups well stocked  4 WASH frequently at least once every hour (Scoop, Scoop bucket, Glove tray & Spade)  Check standard freezer temp -15° to -18°C  TMs wearing disposable gloves while scooping  Scoop sterilizer working and used properly. OBSERVE TOPPING Neat & clean topping cabinet; CABINET Open the cabinet door, emphasize the monitor standard chiller temperature 1° to 5°C, neat & clean, well-stocked, correct product name tag, and clean topping cabinet. OBSERVE CASHIER STATION Focus on cleanliness of weight scale and POS. Stock of spoons & napkins Open under counter check paper rolls. OBSERVE STORE ROOM Walk to a store room, and start at the checklist: Vision, Mission, Goal, Core Values, Brand Promise, ibaco Service Excellence. Shelf Life Chart Cleaning Calendar 8 Golden Steps of Service Standard Appearance Page UPDATED JUL’24 EFFECTIVE OUTLET VISITS OBSERVE STORAGE Check the storage freezer; clean and well organized. FREEZER Keep melted, polluted & contaminated ice cream in the discard box. Monitor standard freezer temperature -18° to -21°C. Check I/C layout and how I/C stocked. OBSERVE NEAT & CLEAN STORAGE Check neat & clean storage and well organize stocks including cupboard OBSERVE SINK & CHEMICAL -Clean and functional sink. Check where & how the chemical is located Emphasize on do not put chemicals near and above food and packaging FIND RECOGNITION Even though you have to find a thing to improve, you also have to find good things to complement too. LOOKING FOR POTENTIAL How many customers are waiting in line? PROBLEM Is there any customer waiting to pay? Are all areas clean? How does each TM provide service? How does each TM scoop & top ice cream? IMPORTANCE Your firstOF 10 FIRST minutes10 will tell you what customers are facing. MINUTES Imagine a camera on your forehead and taking photos of everything you see, compared with company standards. Note: The first 10 minutes are important as you will see how to support RSP/TL in customer service training. Page UPDATED JUL’24  EFFECTIVE OUTLET VISITS ANALYTICAL THINKING SKILLS DURING Outlet DON’T VISITS JUMP the Outlet and When visiting seeing problems, don’t jump to a conclusion and try to solve problems CONSIDERATIONS Problem that you saw. o It is an individual problem, one Outlet, or the entire system o It is one time only or continuously. What is the root cause of the problem? Where is RSP/TL in the problem? Can he see the problem? Is the problem caused by people, equipment, or supply? If caused by people, it is because of the quality of the person or training. EXAMPLE: WINDOW HAS STAIN Don’t quickly jump, and call TM to clean the window See whether the stain is new or old? Is the stain caused by no wiping or wiped but not clean? Whether RSP/TL aware of the stain? Is a cleaning calendar used? Were names written on the cleaning calendar? Whether the TM who cleans the window Page have skill? UPDATED JUL’24 EFFECTIVE OUTLET VISITS RANKING PRIORITY: IMMEDIATELY If problems involve the safety & quality of food, fix them immediately such as expired products RANKING PRIORITY: WITHIN 24 HOURS If the problem involves customer/TM safety or has a direct impact on customers, correct it within 24 hours, such as if the ice cream cabinet, freezer, chiller, or light falls out. RANKING PRIORITY: WITHIN 3-7 DAYS If the problem involves the working standards of TM, allow time to fix within 3 – 7 days, to make sure that everyone in the Outlet can maintain the standard. RANKING PRIORITY: SUITABLE TIMEFRAME If the problem is about the fixture, fix it within the appropriate timeframe such as door dropped, heavy stain on the floor, etc. Use4:the STEP FOLLOW last visitUP LASTplan Action VISIT ACTION to follow PLAN up on works. If works are done as planned, give a compliment. If works are not done, find out why? STEP 5: DEVELOP ACTION PLAN WRITE ACTION Have clear PLAN objectives/goals Write behavior, start the sentence with a verb Short, clear, and precise Set completion date & responsible person. Write the list in a priority sequence Follow up regularly Page UPDATED JUL’24  EFFECTIVE OUTLET VISITS SAMPLE ACTION PLAN– LOW QSC CAUSE ACTION Not enough TMs Identify appropriate no. of TMs in peak period, then, recruit. - TMs no / not - Provide training enough skills - Give reward to good performance - TMs not follow SOP - Create competition environment, etc. - Product not - Review RSP/TL knowledge in available ordering, train as needed -Equipment & tools - Repair not in good condition - Emphasize on maintenance & use of - Not using cleaning cleaning calendar calendar - RSP/TL no follow up - Use STAR to Coach RSP/TL (Study, skills Target, Action, Responsibility) IMPORTANT PART OF ACTION PLAN Have clear objectives/goals Write behavior, start the sentence with a verb Short, clear, and precise Set completion date & responsible person. Write the list in a priority sequence Follow up regularly FOOD FOR THOUGHT No matter how good your plan is, person who execute is your FL/PL & Team Members. Make them feel a part of Outlet success by good communication & asking for commitment. One on one or group meeting is necessary Page UPDATED JUL’24  GENERAL VISIT CHECKLIST Yes N Remar o ks 1) Cross-check - Exterior & Interior cleaned. 2) Cross-check - All glass is cleaned. 3) Cross-check - Pest, Flies free zone. 4) Cross-check - Stock & Consumables availability. 5) Cross-check - Planogram & PUD Check. 6) Cross-check - Store Room & Cupboard Check. 7) Cross-check - Wastage Entry Updated. 8) Cross-check - Manpower Availability. 9) Cross-check - Daily planner & knowledge 10)Cross-check - On Job Training. Page UPDATED JUL’24