The Future of Operational Excellence: A Radical Reimagining of Continuous Improvement and Feedback | Modern Restaurant Management | The Business of Eating & Restaurant Management News

Brands of all sizes must conduct regular safety and quality audits to ensure all locations are consistently compliant. In these traditionally in-person audits, inspectors often find issues that need to be corrected, and would tell the brand location’s operator what was wrong. The operator would then go correct the problems. With this approach, location operators often felt like these audits were punitive and they’d “get in trouble” for any non-compliance issue.

Then, the COVID-19 pandemic changed the way brands audited. As travel restrictions prevented in-person inspections, brands pivoted to virtual auditing. Now, we predict that the future of operational excellence will be collaborative, virtual auditing, and encourage more food brands to adopt this model and enjoy many significant benefits.

Focus Brands International’s Intentional ApproachFocus Brands International, a division of Focus Brands LLC, has united seven iconic brands across more than 1,850 locations in 60…

Kari Hensien

As President at RizePoint, Kari Hensien works with Product Development to design and build technology to support organizational efforts to deliver a superior brand experience through monitoring and recommendations that drive continuous improvements in product quality, customer satisfaction and service delivery. Hensien has previously worked at Workfront, Optimum Energy, and Microsoft.

Johnny Tellez

In his capacity as Vice President of Operations & Training for Focus Brands International, Johnny Tellez has undertaken the task of advancing the level of operational management, guidance and support provided to the franchise teams abroad. In consideration of time, language, geographical, and financial boundaries; a new approach incorporating technology and virtual capabilities needed to be developed. The result became the Customer Experience Center of Excellence, a centralized coaching center from which operational reviews are conducted virtually, around the clock and in the local language. Leveraging his career in food service and passion for innovation, he is eager to share a look at Focus Brands LLC’s solution to leading operational excellence in an increasingly virtual world.

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Kari Hensien

Johnny Tellez