Meeting and beating Head Office targets is a daily concern for operations (ops) managers. A typical day could consist of ‘checking up’, redirecting staff or products to cover shortage, and supporting site managers.
Ops Managers will manage on average 8 sites, each day they’ll build a ‘sh*t list’ to target sites in trouble.
In Hospitality, the Key Performance Indicators of success are sales, labour and product cost. But that’s only part of the Ops picture: new openings, compliance, social media, maintenance, training — the list goes on.
How do Ops manage this delicate balancing act? Phone, email and Excel. They’re working overtime just to steady the ship, trying to prioritise where to focus their effort. As a result, they can only manage a limited number of sites and growth of the brand itself is constrained.
We’ve already learned that replacing Health & Safety paperwork with Trail increases visibility, and therefore the number of sites which can be audited.
“With Trail, each auditor increased the number of sites they could manage by 75%” Enterprise Inns
If operations managers were given the tools to focus on the right sites at the right time, they could double their efficiency. The idea of producing a report showing KPIs and thresholds across all the operational systems from EPOS to Labour is not new. There are some excellent solutions out there, e.g. Tahola. But insight alone doesn’t change behaviour — it’s not enough.
Insights should automatically trigger site actions, tracked to resolution by Ops.
An insight or risk-based approach helps scarce Ops resources to go further. By focusing on the worst offenders and automating part of the correction strategy, more sites achieve better results.
Historically this sector was dominated by older technology companies, direct Integrations were costly and complex . Both suppliers and in-house IT teams have spent years building complex integrations to closed systems like Fourth, Oracle (Micros) and more.
Three things are apparent to us in working with customers:
Unlocking insights from existing systems, turning them into actions and moving to a more exception-based approach for operations management will allow managers to handle more sites, helping fast growing brands to grow more quickly and more sustainably.