Part 3 Flashcards Preview

Floor Control > Part 3 > Flashcards

Flashcards in Part 3 Deck (22):
1

Being on the floor

To be physically present where the action is happening at the prod and service area

2

2 main areas

-prod area (kitchen, back of the house)
-service area (counter, dining, drive thru)

3

Parts of a shift

-pre shift (store readiness, game plan)
-running the shift (floor control, cx relation, travel path)
-post evaluation (game plan evaluation, shift endorsement)

4

Pre shift planning

-know what to expect during shift
-make game plan
-identify crew assignments
-communicate GP
-check readiness of PEPC before opening

5

Sources of info
FSC

FSC checklist
Cx survey
Master cleaning sched
MT logbook
Restroom cl
Audits
Previous GP

6

Sources of info
SALES

Sales perf logbook
MT
logbook

7

Sources of info
PROFIT

DIC
FCPC report
MT logbook

8

sources of info
OTHERS

Memo
MT logbook
Updates

9

Root cause analysis RCA

Method that is used to address a problem or non conformance in order to get the "root cause" of the prob

Used to correct and eliminate the root cause and prevent the prob from recurring

10

Root cause

Fundamental breakdown or failure of a process

11

2 ways of doing RCA

5 whys
Fishbone diagram

12

5 whys

State prob
Identify indicator
Ask why 5x

13

Fishbone diagram
Cause and effect diagram

Technique used to graphically identify and organize many possible cause of a problem

14

Game plan

What do you want to happen in your shift
What do you want tour cx to experience during your shift

Aims to solve prob or address opportunity

15

Benefits of GP

Give direction as to how u should manage ur shift

Viewed as mini goals

16

4stages of GP

Preparation
Communication
Implementation
Evaluation

17

GP contains

SMART objective
SPECIFIC activities (5W+how)

18

GP includes

SALES
FSC
PROFIT
OTHERS

19

SMART

Specific - whats ur focus
Measurable- by word or by numbers
Attainable - should be yes
Realistic - should be yes
Timebound - w/ period

20

Steps in communicating the GP w/ ur team

Prev GP
game plan for today
Consequences (if not met)
Solicit suggestions
Clarify questions
Summarize
End w/ positive note

21

Management Activity Checklist

Summary list of activities a manager must perform to ensure that his shift runs smoothly

22

Advantages of MAC

Ensure monitoring of PEPC
shift manager alert and aware
Manager organize task
Facilitate shift endorsement