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A Finnish catering and restaurant industry leader
Creating a hybrid Daily Management Model
Background:
The client is a Finnish catering and restaurant industry leader, preparing and serving food across over 50 locations nationwide. Lean development is a priority for daily operations, prompting the creation of a daily management model to support this effort.
Problem:
There is a lack of transparency regarding the status, challenges, and support needs of restaurants. Managing a network of over 50 units is challenging, and prioritizing tasks for a small support team is difficult. Similar issues persist across multiple locations, and their escalation and handling significantly increase the support team’s workload. Metrics vary between business units and restaurants, making performance assessment difficult.
Objective:
The goal is to develop a daily management model across the entire network, extending beyond restaurant operations to include support functions and leadership. This model will feature clear metrics, a structured issue escalation process, and improved transparency to enable rapid, centralized responses to major problems.
Implementation:
In addition to physical daily management using whiteboards at the restaurant level, a digital model was introduced. This allows different business units to review their restaurant statuses in daily management groups, while support functions manage their tasks using their own practices. The result is a hybrid approach combining on-site physical and digital daily management across multiple levels. The model was piloted in five locations, with findings used to roll it out to all approximately 50 units.
Results:
Communication quality and response times to issues improved significantly. Overall transparency increased noticeably, and leadership involvement in daily work became clearer. Information flow between units and the support team enhanced, exemplified by resolving a years-long dishwasher line issue in just one week. Pilot unit satisfaction surveys showed a 15% higher rating compared to others, a key reason for expanding the model across all locations.
