Simplifying Facilities Management
What are some critical considerations for enhancing restaurant facility operations via technology?
The focus of any restaurant manager and staff should primarily be around the customer and doing everything they can to ensure the food, the experience and the service is in line with the brand standards. Anything that takes them away for too long from the primary goal is hurting the business and hurting the staff’s ability to be productive. One of the many responsibilities a restaurant has is to ensure the facility is well maintained and feels warm, welcoming and safe. Having the right technology platform with the right service provider partners simplifies this process and can help deliver the desired outcomes with ease.
What are some important KPIs for facility operations? (NOTE: such as work order first-time completion, repair and maintenance invoice costs, etc.)
When it comes to facilities operations, you need to ensure you have the right visibility and Business Intelligence. A scorecard with KPIs can be a simple and effective way to help you monitor the standards you expect of your team and your partners as they relate to performance, ease of administration, quality of work and ultimately cost. KPIs like Dispatch Confirmation, Check-in Compliance, On Time Arrival and Schedule date compliance tell you if your partners are accepting service requests in a timely manner and are showing up when they say they will. KPIs like First time completion and Full Resolution time tell you if work is getting completed in the fastest way possible with minimal disruption to the location and with the least amount of downtime for your assets. KPIs like Recall % can be indicators for quality of work and Time to Submit Proposals, Time to Approve Proposals and Time to invoice reflect ease of administration. These are just some of the many KPIs you should keep in mind when you think of ways to successfully run a smooth facilities program.
Please speak to the benefits of automated repair and maintenance workflows? How can mobile and IoT applications support the process?
In the restaurant industry, a non-functional grill can impact speed of service and quality of food and a failed HVAC unit can make the space feel uncomfortable and unusable. All of this ultimately has a direct impact on the customer experience and hurt sales. Automation, smart workflows, mobile tools and IoT can go a long way in ensuring you stay ahead of your maintenance needs and can enter, monitor and be on top of your service requests on the go. Smart assets and integrations ensure you can monitor the health of your assets and be proactive vs reactive, ensuring minimal downtime. In an environment, where everything is time sensitive, you need to leverage technology to ensure smooth operations and business continuity.
How do enhanced facility operations translate into customer satisfaction and loyalty?
We all have our favorite restaurant, but in a world where information, online reviews and photos are a click away and there are options available around every corner, one of the key factors that separates a business from the competition is ultimately the customer experience. Consumers today are very aware of their needs and have high expectations (rightfully so). They want to feel assured that they are spending their money at a business that cares about them and is willing to invest in their experience. One of the factors that has a big contribution to this, is the physical space itself - how warm, clean, welcoming and well maintained is it? Your signage, lighting, bathrooms, floors, upholstery, fixtures are just a few among the many things that can either add to or take away from this experience. Restaurant chains also have to ensure there is consistency across all their locations. Investing in the right technology and partners can ensure your teams are empowered and your facility programs are running smoothly, ultimately leading to pleasant experiences, customer satisfaction and ultimately brand loyalty.
Learn more at ServiceChannel.com