Pals #24 "What Everybody Must Know"

What is Pal's Brand Promise

"Great Food In A Flash"

What is our Annual Plan?

*How we plan to win our customers *How we are going to win as a business

What is Leadership Development Pipeline?

*Leadership training process *individuals that will one day own their own store must complete this training process

Constructive feedback is will be followed up with what?

*Positive Feedback *following up the correcting the behavior

What are our Values

*Positive Impacts the culture and fresults we maintain will be postive for all stake holders *Integrity always behaving honestly and with strong moral principals *Excellence consistently and reliably delivered in all products, services, and results

When is constructive feedback given?

*Right Away *As soon as Possible *When out of standard behavior is observed

How soon after giving constructive feedback is constructive feedback given?

*as soon as possible *before end of shift *before change in position

What is Pal's Listens (InMoment)?

*hearing the voice of the customers *customer feedback *helps us improve and delight customers *captures data about customers experience *we can hear or see customers input so we can improve

What is an In-House Inspection?

*inspecting our operation against state and federal criteria for cleanliness and sanitation *inspector is in leadership training program *goal is to make sure we maintain cleanliness and sanitation *allows leader in training to see different leadership styles

How does a CDG work?

*keep us focused on being positive *looking to find good behaviors *recognize individuals delivering out KBD *document and post on board

Explain peer reviews

*performance review process *twice per year *each team member rates my performance *completely anonymous input *people you work with are the best judge of your performance *operator and employee discuss and create a plan for imporvement

What is Hazard Analysis Critical Control Point (HACCP)?

*prevention based approx to food safety *regular monitoring control points which are temperature related *prevents hazards getting to customers

What is the No Exception Rule?

*prevents substandard products going to a customer * "Never pass a product to the next step that does not fully meet the standards, NO EXCEPTIONS!"

What is a Store Tour?

*twice annual *Senior leadership team visits *announced and scheduled in advance *re-calibration process

What are the 5 steps in the Constructive-Positive Coaching Process?

1. Awareness 2. Observed Deviation from Standard 3. Constructive Feedback 4. Verify Deviation from Standard Eliminated 5. Positive Feedback

What are the 3 steps in the Positive Coaching Process?

1. Awareness 2. Observed No Deviation From Standard 3. Positive Feedback

What four things does positive feedback help individuals and overall crew increase?

1. Be more engaged 2. Increase morale 3. Focus in the process/job 4. Delight Customers

What are the four stages we have to "Focus of creating experts"

1. Graduation-exposure to materials and testing 2. Certification-use to getting standard results 3. Teacher-able to train others 4. Expert- can graduate and certify others and develop them into a successful teacher

Name the 4 steps in the Detect-Prevent Common Causes of Deviations?

1. Identify Top 3 Constructive Feedback Issues 2. Determine Why it is Happening 3. Fix the Training Process 4. Verify improvement

What are the two types of the Coaching feedback?

1. Positive 2. Constructive

Three types of the Coaching Processes are:

1. Positive Feedback 2. Constructive-Positive Feedback 3. Detect-Prevent Common Causes of Deviations

What are the seven key business drivers (KBD)

1. Quality 2. Hospitality 3. Speed 4. Accuracy 5. Cleanliness 6. Value 7. People Development

What are the eight steps to the Root Cause Analysis?

1. Select a high priority, high value opportunity 2. State the problem in terms of a gap from the goal 3. Determine and verify root cause 4. Select the best solution from the pool of solution 5. Implement the selected solution 6. Verify that the solution solves the problem 7. Standardize the solution as a process improvement (Maintain the Gain) 8. Share the Learning (Replicate the solution and lessons learned company-wide)

All Feedback is given using SSIP, what does SSIP stand for?

1. Sincere 2. Specific 3. Immediate 4. Personal

How do we handle customer complaints?

1. Start with a positive attitude 2. Listen to understand 3. Establish Empathy 4. Offer an apology 5. Identify the problem and the cause 6. Solve the problem 7. Thank the customer for helping us improve 8. Document on opportunity chart

Coaching helps you carry out which of the core jobs of a manger?

Assess Processes and to Teach and Coach Daily

Mission

Delight customers in a way that creates loyalty

What is a POC and how do we use them?

POC= Performance Observation Checklist *a test that a manger or operator or trainer conducts by observing an employee on a position; must make a 100% to pass; POC'ed certified

Vision

Pal's to be the preferred QSR in the markets where we compete.

Who is the primary customer and what are their needs?

Paying Customer at the window Quality Hospitality Speed Accuracy Cleanliness Value People Development

Pal's Culture

Seven (7) Character traits we all share *Customer Focus *Continual Improvement *Teamwork *Integrity *Performance Excellence *Engagement

What is the purpose of the Coaching process?

To identify process deviations, and effectively brings staff members back to standard through effective communication.

How does training happen here?

We use the four step training process 1. Explain the job to me 2. Show me how to work the position 3. Allowed me to do what I had been shown 4. Coach me on any items I need to do better

Catching People doing something right helps them ___________________.

acheive their full potential