Tips for Standard Operating Procedures (SOP):

  • Service quality is the fundamental competitive advantage for service providers. Or else, it would be nearly impossible to improve even if streamlining work procedures and reducing costs.
  • The “Mess Service” model divides operations into front-stage and back-stage concepts to ensure quality assurance.
  • This model is suitable for operations that require high labor intensity but low customer interaction.

There is a self-service catering service provider that achieved a remarkable 300% growth within just 10 months of transformation!

However, prior to the transformation, they were a company plagued by numerous errors, receiving frequent customer complaints and even resorting to refunding as compensation.

This food caterer provides exceptionally delicious food, but as their business grew, they faced a critical setback – the inability to maintain consistent service quality.

Critical Weakness: Inability to maintain service quality risks business failure!

The management goals pursued by businesses vary across different eras. In the 80s, companies prioritized quality, which posed a significant challenge. As long as a company could provide quality assurance, it could gain competitiveness and profits.

After the 90s, delivering excellent quality (in products or services) became a fundamental requirement for business survival. Many large companies started focusing on process reengineering to shorten work operations, reduce waste, and lower costs, aiming to enhance competitiveness and profitability.

Therefore, this food caterer not only fails to establish basic quality competitiveness but also lacks other aspects such as cost reduction to stay competitive.

Solution: Implementing the “Mess Service” model as a systematic framework

In the midst of their struggle, this company sought our assistance. After thoroughly analyzing their operational model and identifying its strengths and weaknesses, we combined our insights with considering successful models in the food catering industry, which we decided to implement the “Mess Service” model as the framework for the company’s operations.

The “Mess Service” model is known for its high labor intensity and limited customer interaction, which proved to be the ideal approach for their operational needs.

Due to limited customer interaction, it means that customer input is not extensive when placing orders. However, it doesn’t mean that customers have no customization requirements, just that they are not extensive. On the other hand, “high labor intensity” indicates that the industry still requires a significant number of employees to carry out operations.

In addition to the “Mess Service” model, there are three frameworks: Service Factory, Service Shop, and Professional Service.

It refers to the front-stage and back-stage concepts, which means, the front-stage involves on-site management, while the back-stage encompasses production and support systems, similar to the concept of a kitchen in the back.

What did we do?

Back-Stage: Crafting the Secret Recipe of Food and Quality Control

By following the frameworks, we meticulously documented the cooking process for all food recipes, including cooking techniques and quality control methods. We even developed customized cooking equipment to enhance production efficiency backstage, preparing for future increases in customer volume.

In terms of support systems such as procurement, we ensured ample knowledge of materials, especially food ingredients, which is crucial for a food service provider.

As a result, we designed a calculation system specifically for them in enabling seamless order processing without any omissions while being cost-effective.

Front-Stage: Standardized Operating Procedures

In the food catering industry, there are numerous details that need to be addressed for every event, including the handling of over 100 items and supplies, big and small.

To ensure seamless handling of everything, we incorporated them into our frameworks and documented them as standard operating procedures (SOP) for all staff to follow.

In addressing quality concerns and aligning with the service system framework, we made a conscious decision to pay attention to every single detail, even extending our focus to be the first in the industry to implement strict management practices at event sites.

Within our on-site management, we not only established scientific inspection protocols to ensure food freshness but also enforced standardization for takeaway items to minimize waste.

Some employees may feel that we are being overly meticulous, but we educate the company that such level of meticulousness is necessary to prevent any incidents of food spoilage in front of customers at any given time.

By consistently delivering fresh, consumable food to customers without any errors, deficiencies, or unfulfilled orders, their food catering service will continue to attract customers. (Of course, it aligns with another crucial factor of this service framework)

Certainly, achieving a remarkable 300% growth within a span of 10 months is just the beginning of this company’s journey! There is so much more in store for them.

If you’re eager to stay updated on their exciting progress, make sure to follow us closely and feel free to contact us: WhatsApp | info@3sadviser.com | Facebook | LinkedIn .

We’d be more than happy to assist you!

Read More:

 

Any questions? Contact Us!

If you would like to understand better about SOP optimization and how could we help to drive growth, please contact us at:

WhatsApp | Facebook | LinkedIn | info@3sadviser.com

Seizing Big Orders: Will SMEs Thrive or Take a Dive?

Ready to take your SME to new heights with a major corporate order? Hold on, there’s more to consider!

Mastering Business Success: The Winning Formula & Handbook You Need!

Transform your business and learn the power of a complete Operation Manual! Achieve peak efficiency, reduce costs, and ensure success with clear guidelines. Learn how!

What to do if the employees fail to meet KPI goals?

Do you know what’s important to enhance work productivity and performance after implementing good SOPs for your business? Measure performance by setting up KPIs!

Chains VS Franchises: Which is right for your business?

Interested to dive into Franchising market? Read this before action and choose the right way to expand your business!

What is Standard Operation Procedure (SOP)? Why is it important?

A Standard Operation Procedures (SOP) could help the Company to enhance performance, efficiency! Find out why.

企业要扩“连锁加盟”,先想好这6点!

不是每种生意都适合连锁加盟!做生意要掌握好SOP,还需搞清楚这6点才能拓展连锁事业。

Build your Annual Plan like a Pro!

Annual planning is essential as it helps businesses to grow on track. Read these tips to complete your plan and avoid over-planning!

开店,这本“作业宝典”必赢!

经营有道,成功离不开规范。一本完整的作业守则是企业成功的关键,这7件事你都做对了吗?

Effectiveness Check: Are your SOPs Still Relevant?

SOP is not helpful? Maybe you have not fully master about it! We debunk common myths about success and read more to unlock the secrets!

经营10年,公司“飞不起来”了……

经营多年的公司快“飞”不起来?宛如大笨象般内部流程繁琐又卡住,还影响开分店,无力经营。那该怎么办?