ica - red operational excellence part 3

Operations Toolbox

Warren DietelPart 3

Outsourcing vs. In-House• Linen• Laundry• Rentals• Hand-made foods• Bakery items • Bulk purchasing • Leveraging

purchasing power

Value Engineering• New vs. Used equipment • Hood System 60’ with one fan and one make-up air • Plan for infrastructure and add equipment as you can afford

Opening the Door• Emergency relief contracts• Test kitchen • To-go/Retail• Manufacturing• Sublease

What Would We Do Differently?

• Design for more energy efficiency – Recyclable areas – Solar other energy sources – Engineered study on equipment efficiency– Tasting rooms in the kitchen like at

Feastivities Events in PA

• Security – Multiple thefts – Common area for parties – showcase events

Do not try to save money by storing new equipment on your construction

site before installation!

Main Kitche

n

Ware Washing, Beverage Area, & Warehou

se

Mezzanine & Storage

• Throwing people & cash at the problem without planning = RECIPE FOR DISASTER!• Org Chart of the future – link headcount to incremental growth

People

Puff ‘n Stuff Catering 2010 Org Chart

Administrative Team

Warren DietelOwner/President

Sharol BrennanVice President

Sharon PrintyExecutive Assistant

Tony GregoryOutsource CFO

Mary DicksonFinance Manager

Raul MatiasDirector of Catering Operations

Human Resources

Erin WatsonMarketing Manager


Sales Team - Weddings, Conventions and Special Events

Kristie GarneauReception/Lead Distribution


Heidi BriceSr. Special Event Planner

Mary BrumleySpecial Event Planner

Darby PooleSpecial Event Planner

Rana MaaliSpecial Event Planner Assistant

Aymee BraceSpecial Event Planner

Sharol BrennanVice President

Mary Beth FarrellSpecial Event Planner Assistant

Dana Alvarez-FerrySpecial Event Planner

Tina OstermanSpecial Event Planner

Director of Sales

Shira SmithSpecial Event Planner

Sandy GeorgeSpecial Event Planner

Doriana MercadoSpecial Event Planner Assistant

Kenneth HeidtSpecial Event Planner

Emerald ProulxThe Ballroom at Church Street Assistant


Raul MatiasDirector of Business Operations

Service Team Operations Team Culinary Team

TBDService & Training Mgr

Clair CunninghamOperations Manager

Paul LorrainExecutive Chef

Mely BencosmeSous Chef – Hot Side

Greg SmitkaExecutive Pastry Chef

Jimmy PavlickSous Chef – Cold Side

Cold Production (2)

Bakery Lead

Production (2) Hot Production (2)

Event SupervisorsLead Individual Events & Teams

Event Service Team Servers, Bartenders, Road Chefs, Dish

Tony StephensDelivery Driver Supervisor

Delivery Drivers (2)

Warehouse SupervisorThe Ballroom at Church Street Lawrence RobertsDishroom Supervisor

Denise RandallLinen Lead

Warehouse Persons (4)Emerald ProulxBallroom Lead

Dish Persons (9)Linen Persons (2)

Monday Cleaning Crew (3)


Operations Team

The Process

Client Presentations

Proposal

Special Event Order

Paperwork Distribution

Paperwork Distribution

Ops Leadership Reviews SEOs

Production Meeting

Department Production Sheet

Creation

Department Scheduling to

Budget & Workload

Event Production

Manager Reports

Client Follow-up & Survey

Managing Inquiries

First Ya Gotta Sell It!

• Defined call rotation process

• Concept meetings & tasting/presenting

• Determine cooperation points for Operations in the Sales process

“Havana Blue” Proposal

• Modeled after Hotel Banquet Event Order• Addresses needs of all operating departments • Communicates key components to clients • Standard format – consistent – special forms for managed venues, deliveries,

full-service, etc.

The Anatomy of a Special Event Order

Brid

es.c

om |

Brid

es

Flor

ida

• Production Meeting – Sales and operations meet to review Weekly Report and Special Event Orders – Answer questions, finalize details, outside vendors, and discuss production details– Breakfast together to review successes and opportunities – Sales scheduled in order of production level

Addressing the Questions

Production Timeline

Sun Mon Tues Wed Thur Fri Sat

Weekly Report Generated & Distributed

Production Meeting

Production Schedule Review

26 27

28 1 2 3 4 5 6

7 8 9 10 11 12 13

February - March

• Think about this strategically • Bio-metric Time clock with a management interface

– Time Clock Plus: http://www.timeclockplus.com/

Production Staffing & Scheduling

Time Management & Overtime – Production schedule begins at traditionally busy period and ends at the slowest

http://www.timeclockplus.com/

Sales Labor ProfitabilityTarget 45% service

labor cost. Sales and supervisors incented

on results.

Staffmate Schedule

SEOs and Load Sheets sent electronically to

Event Supervisors when scheduled

Supporting Documents• Event Site Walkthrough • Warehouse load sheet• Bar pull/inventory • Event Manager’s Report

Even

t Site

Wal

kthr

ough

War

ehou

se L

oad

Shee

t

Bar P

ull/I

nven

tory

She

et

Even

t Man

ager

’s Re

port

• Survey – How to know if you’re getting it right? – How do you rate the quality of the food and beverage items

served at your event? – Were you satisfied with the presentation (set-up and

decor?) – How do you rate the Puff 'n Stuff Catering Event Service

Team (servers, chefs, bartenders, etc.) that worked your event?

– What is your opinions of the Puff 'n Stuff Catering Special Event Planner you worked with while planning your event?

– What can we do to improve your next experience with Puff 'n Stuff Catering?

– Would you recommend Puff 'n Stuff Catering to a friend or business associate? (10 is "most likely to recommend," 1 is "least likely to recommend"

• Use the survey to communicate with departments internally

• Take action on the best of the best and the worst of the worst!

Client Survey

Thank You!Warren G. Dietel

[email protected] 407.398.6306

View this presentation online at: [email protected]