restaurants, with all restaurants worldwide scheduled to be running on the system by the end of Q1 2022. OPS 360 was created in partnership with Church’s vendor NEXTx in just six months. “QSR has a lot of turnover and we have our fair share of that, but we now have a tool that can guide managers through the process of running a good shift,” Berg said.
He also expects the tool to eventually improve turnover rates, as it not only makes managers’ jobs simpler, it also includes a mobile app version of Church’s online training program, where team members can complete their training courses, review messages and access support resources remotely. What’s “really exciting,” he adds, is that Church’s lowest performing restaurants are experiencing the biggest improvement in overall satisfaction scores. We’re also seeing improvements, of one to four percentage points, of happier guests leaving our restaurant because of less problems and more order accuracy,” Berg said. “In every restaurant-no matter how they were performing before-we are seeing gains in guest satisfaction scores, from one to two points up to nine to 10 points. The OPS 360 tool has not only answered that call, it has also led to higher customer satisfaction scores and restaurant performance. It really is making things simpler for our employees,” he said.Ĭhurch’s created an Operations Excellence Advisory Council about two years ago and “simpler” is what those operators have been asking for. “It’s like having someone whispering in your ear throughout the day, ‘make sure the ice is stocked and the cups are stacked and check the temperature of the chicken.’ It takes all these checklists that used to be done on paper and allows us to do them remotely. “When you shift all that business to the drive-thru or delivery, we now have a tool that can handle that,” Christina said.īerg adds OPS 360 can “handle that” because it provides real-time feedback into how a restaurant is performing at any given time. In company-owned restaurants and a few franchised restaurants, the chain is testing curbside pickup and order/pay-ahead through its app, website and Google GOOG. Third-party delivery sales have doubled from 2019. Pre-pandemic, for example, the drive-thru generated 55% to 65% of business at Church’s. Dine-in business has all but gone away while off-premise channels have grown exponentially, mandating a shift in back-of-the-house rhythms to fulfill heavy volumes from the drive-thru, as well as delivery and pickup.
What Covid has done for Church’s-and most restaurant brands-is turn operations upside down. That remote work is just one benefit, however.
Churchs chicken history install#
Even though the tool enables remote restaurant management, the ball was in motion to install OPS 360 before Covid. The timing for Church’s to deploy this tool was certainly fortuitous.
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