ATLANTA, Jan. 13, 2021 /PRNewswire/ -- As part of its
ongoing five-year plan to become a dominant player in the QSR
industry and the leader in the chicken category, Church's
Chicken® is nearly finished with the domestic rollout of
the OPS 360 System. Custom-built from the ground-up, the OPS 360
System is a first-of-its-kind tool that replaces the traditional
paper binder and checklist, common in QSR.
The OPS 360 System provides a digital app-based cellular tablet
loaded with solutions aimed at improving operations and access to
reporting dashboards, training websites, and core operating
systems. Since the tablet is always connected to the cloud, the OPS
360 System facilitates automated reporting within the
Church's system. Market leaders, franchisees, and corporate
field operations can now evaluate engagement and completion of
daily operational tasks and standards remotely, allowing
Church's to gain new perspectives and insights on day-to-day
successes and challenges "in real time."
"When improving our daily operations, our operators want
solutions that positively impact the daily routines of our managers
and team members. We've strategically used proven technology to
help us remove complexity and simplify operations," said
Brendan Berg, Senior Vice President
of Global Operations Services for the brand. "With our franchisees
on our Operations Excellence Advisory Council, we agreed that a
digital tool for recording quality assurance tasks would benefit
everyone in the restaurant. Managers who have opportunities with
shift control are gaining valuable training and experience through
the use of the tool. Imagine a digital routines checklist that
tells the manager what to do at certain times of the day, literally
guiding them through the shift. The OPS 360 Routines Mobile App
acts like a virtual coach, directing the manager in charge when to
complete food safety temps, cleanliness checks, and stock up for
the lunch/dinner rush."
The OPS 360 System is more than a digital version of the paper
checklist used for managing opening/closing tasks and food safety
checks. It provides step-by-step instructions organized by daypart
and restaurant type, and uses interactive links to digital
resources such as updated job aids, OPS manual procedures and
training videos to provide troubleshooting best practices.
It also tracks which managers are logged into the system during a
given shift and measures how they interact with their daily
routines – this helps franchisees track behaviors (by
Manager-in-Charge) and identify any performance trends that need
reinforcement and redirection.
The OPS 360 System provides easy access to dashboard reporting
websites, allowing the RGM to easily monitor their guest
satisfaction scores, resolve guest complaints, and quickly access
their email.
"Any website that has a mobile app, we can download that onto
the tablet," added Luis de la
Torre, Director of Ops Excellence at Church's
Chicken. "Our biggest surprise is how our Managers love
accessing the mobile app version of our online training program,
Pathway to Excellence University. Team members can complete their
training courses, review messages, and access support resources
right on the tablet. They can now complete certifications
without having to fight for screen time on the back office
computer."
In partnership with their vendor NEXTx, the Church's team
created the initial system in just six months, with beta testing
and primary launch taking a few months more. All told, the OPS 360
System was a project that was completed in less than a year. So
far, Church's has deployed the digital OPS 360 tablets to
450 US restaurants, with all restaurants worldwide scheduled to be
running on the new system by the end of Q1 next year. They are
aiming to introduce the OPS 360 System into key international
markets after having completed translations and programming
modifications to account for any regional and cultural differences.
Franchise operators are finding value in the digital solution no
matter where they are in the world and are warmly embracing this
tool. Additionally, the corporate operations team behind OPS 360's
development has stated that the tool will continuously be enhanced,
optimized, and re-developed to respond to franchisees'
ever-changing needs and their restaurant teams.
"Going digital has dozens of positive repercussions beyond just
centralizing everything Church's onto one tablet," added de
la Torre. "Managers are being more thorough completing their
assessments. Market leaders are responding quickly to alerts and
requests. Our Ops Excellence Coaches are now more efficient
coaching on specific restaurant needs deepening on the managers
performance. We are also able to easily roll out new procedures
related to new menu items – such as when we launched our new
Chicken Sandwich in October of this year. Due to limited
travel restrictions, all in-person and in-market training had to be
done virtually using the Microsoft Teams app loaded onto the
tablet. Training for our Chicken Sandwich was seamless, allowing
everyone easy access to training resources right on their tablet.
Not to mention, we're saving a ton of money and being more
environmentally friendly by eliminating the printing and shipping
of paper documents."
Berg also stated that they are using a Mobile Device Management
(MDM) system to control what is included and restricted in each OPS
360 Tablet, providing better security of sensitive documents and
data. Also, the tablets are password protected and geo-fenced so
that the information can only be accessed on the restaurant
premises. The initial response from franchisees and corporate
management teams has been overwhelmingly positive, with users
reporting the system to be simple, intuitive, and reliable.
"We have dramatically improved the day to day routines of
operating a successful Church's restaurant," Berg explained.
"The more teams utilize OPS 360 to the fullest extent of its
capabilities, the better they will be able to drive efficiency and
profitability. This means giving our franchisees complete solutions
and proven tools for getting the absolute most out of their
businesses, and that begins and ends with operational
excellence. We are proud to say that the OPS 360 has made
operating a Church's restaurant simpler and easier than ever
before. That is the level of commitment we believe must happen for
Church's to be the Global Franchisor of Choice."
About Church's Chicken® / Texas Chicken™ / Church's Texas
Chicken™
Founded in San
Antonio, TX, in 1952 by George W.
Church, Church's Chicken, along with its sister
brands Texas Chicken and Church's Texas Chicken
outside of the U.S., is one of the largest quick-service chicken
restaurant chains in the world. The brands specialize in
Original and Spicy Chicken freshly prepared throughout the day in
small batches that are hand-battered and double-breaded,
Tender Strips®, sandwiches, honey-butter biscuits
made from scratch and freshly baked, and classic, home-style sides
all for a great value. Church's Chicken, Texas
Chicken and Church's Texas Chicken have more than 1,500
locations in 26 countries and global markets and system-wide sales
of more than $1 billion. For
more information about Church's Chicken®, Texas
Chicken™ or Church's Texas Chicken™ franchising
opportunities, visit
http://www.churchs.com/franchiseget-started.php.
Contact: Kim Miller
888-869-7899
CCMediaRelations@inklinkmarketing.com
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SOURCE Church's Chicken