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Dear All,
as you propably know i am working in a chain of restaurants. There are 50 of them in my country and i am the QAM in the company.
I would like to read your comments or your help concerning the way i handle some KPI's in all restaurants.
First i have to say that the majority of the restaurants are "dine in style. The minority is only for "take out" and "delivery".
I have gathered from January 2001 all the quality problems that our phone center received for each restaurant for each month for each day (caution : these problems come ONLY from "take out" or "delivery" customers). We do not have written complaints from our "dine in" customers cause the problem is solved on site immediatelly.
Then i have gathered the "guest checks" per month for all 3 categories from January 2001 until now. So the rest is easy.
If for example the delivery orders are 2424 for a month and at the same month the take out orders are 1030 and the quality problems are 4, the KPI for that store (concerning quality problems) is [100 X 4 / (2424+1030)] = 0,12%. I did that for each month from January 2001 until June 2004 (42 months). So i summed up all the monthly KPI's and divided by 42. So for each store there was a KPI actually showing the percentage of quality problems (average).
I hope i explained it well. The point is : am i walking the right way? Is there any trap i am caught in? Can anybody tell me if my thought is OK ? If not what should i use in order to express the performance of a restaurant using its quality problems? Any thoughts , points, or help will be highly appreciated!
Thank you inadvance for your time!
as you propably know i am working in a chain of restaurants. There are 50 of them in my country and i am the QAM in the company.
I would like to read your comments or your help concerning the way i handle some KPI's in all restaurants.
First i have to say that the majority of the restaurants are "dine in style. The minority is only for "take out" and "delivery".
I have gathered from January 2001 all the quality problems that our phone center received for each restaurant for each month for each day (caution : these problems come ONLY from "take out" or "delivery" customers). We do not have written complaints from our "dine in" customers cause the problem is solved on site immediatelly.
Then i have gathered the "guest checks" per month for all 3 categories from January 2001 until now. So the rest is easy.
If for example the delivery orders are 2424 for a month and at the same month the take out orders are 1030 and the quality problems are 4, the KPI for that store (concerning quality problems) is [100 X 4 / (2424+1030)] = 0,12%. I did that for each month from January 2001 until June 2004 (42 months). So i summed up all the monthly KPI's and divided by 42. So for each store there was a KPI actually showing the percentage of quality problems (average).
I hope i explained it well. The point is : am i walking the right way? Is there any trap i am caught in? Can anybody tell me if my thought is OK ? If not what should i use in order to express the performance of a restaurant using its quality problems? Any thoughts , points, or help will be highly appreciated!
Thank you inadvance for your time!
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Iam not a huge restaurant fan. Iam using a Logic that some one would dine in first to assess the Quality before take out? Or other way around? Restaurant lovers ..jump in..