Operations Department Update

Mike LesterSenior Vice President of Operations

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Operations Department UpdateMike Lester

Senior Vice President of Operations

2010 Accomplishments

•Issued 12 operational updates•Pacific Islands and French BNO•Rolled out Gluten Free Menu•Dipped Strawberry test

Dipped Strawberry Test Pictures

Dipped Strawberry Test Pictures

Dipped Strawberry Test Pictures

Why test Dipped Strawberries?

•Assumptions:–At $2.50 for packaging and .25 hr labor per order to produce

•Conclusion–Profit increases

2010 Accomplishments

•Rolled out New Mindshare Cards–Increases survey & reduces cost

•Rolled out all new Survey–Drilldowns are valuable

Results of new system•16 weeks before vs. 16 weeks after

–Before: 1 survey for every 99 guest

–After: 1 survey for every 33 guest

A 300% increase in surveys!!

What is the most common guest response when asked “What other restaurants did you consider for this dining occasion?”

A. B. C. D.

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10

A. PF Chang’s

B. Cheesecake Factory

C. Japanese Steakhouse

D. None

2010 Accomplishments•Rolled out New Mindshare GFM

–One system

•Began Tagging Surveys–Quick research

2011 Operations Focus•Simple Excellence

–Denotes operational ease with our compromising high standards

•Pace of Service Initiatives–Review every step of service and analyze

2011 Operations Focus

•Menu project– Menu that meets the guest’s needs

•Electronic Line check and Inventory–Saves time and increases accuracy

2011 Operations Focus•Test Programs and Menu items

–Food–Service procedures–Local marketing programs–Music companies

2010 FBC Accomplishments

•Business Plan Rollout in 2009 and 2010•Two new FBCs

–Paul Jacobs Southeast Region–Todd Esterline Mid-Atlantic Region

•FBC’s spend more days in locations

2010 FBC Accomplishments

•Rewrote QC–Mapping all QC standards to documents–Emphasized Perfect Night Out & Execution

2010 FBC Accomplishments

•FBC’s received training in:–Situational Leadership–Financial Analysis–Train the Trainer

•FBC’s worked on DC Full P&L

2011 FBC Initiatives•FBC’s will focus on:

–Training•Providing support in the field

–Financial Analysis•Using DC to provide regional comparisons

2011 FBC Initiatives•FBC’s will focus on:

–Management•Administer new training schedule

–Communication•3C’s, Clear Concise Communication

2011 FBC Initiatives

•FBC’s will focus on:–Financially Troubled Locations

How many years of multi unit restaurant operations experience do the FBC’s have in total?

A. B. C. D.

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10

A. 140

B. 150

C. 160

D. 170

Thank You!!