7 2 store system 3 - shift running oct 2011

1、Chapter 77.2 STORE SYSTEM 3 SHIFT RUNNINGIntroducing Store System 3 Shift RunningOur goal of making it glorious for each and every guest will only beachieved through operational excellence.This is done by teams delivering on all aspects of the Operations Platform.SECTION QUICKVIEWTo ensure that we s

2、trive towards and achieve operationalexcellence we need to follow the steps detailed in Store System 3 Shift Running. Structuring and planning shifts, managing them to standard and reviewing the successes and opportunities for improvement are all critical elements in shift management.Operational Lea

3、dership is oneof the key drivers of the Operations PlatformOperational Leadership issupported by Store System 3Store System 3 Shift Running is made up of five components:Management OpenManagement Close Weekly Admin Month EndShift ManagementStandard Of ExcellenceFranchise Partners and Store Managers

4、are to achieve the followingstandard of excellence in relation to Store System 3 Shift Running:Lead by example and demonstratedeveloping operational leadershipyour commitment toMaintain standards and proceduresSystem 3 Shift Runningas outlined in Store 2011 Gloria Jeans Coffees International Pty Ltd

5、. All rights reservedCommercial in ConfidenceOSM: December 201117.2 Store System 3 Shift RunningApproved by: Jireh International Pty LtdChapter 77.2 STORE SYSTEM 3 SHIFT RUNNINGObligationsFranchise Partners and Store Managers are obligated to:Adhere to Store System 3 Shift Running standards andsyste

6、ms in the absence of laws and regulationsAchieve benchmarks in sales, Speed of Service, cash variancesand wasteAdhere to the laws and regulations relating to employment inyour marketUse the Shift Management Checklists for each shiftComplete the Shift Deployment Sheet prior to each shift withyour tea

7、mConduct Shift Huddles at the beginning of each shift with yourteamComplete the Weekly Administration and Month End tasks, asdirectedMaintain checklists and records, as directed 2011 Gloria Jeans Coffees International Pty Ltd. All rights reservedCommercial in ConfidenceOSM: December 201127.2 Store S

8、ystem 3 Shift RunningApproved by: Jireh International Pty LtdChapter 77.2 STORE SYSTEM 3 SHIFT RUNNINGStore System 3 Shift Running - The Gloria Jeans Coffees WayShift running do this well and your guests will reward you with many happy returns just as certainly as theopposite can also occur if shift

9、 running fails to hit the mark.Store System 3 Shift Running provides us with the tools and checklists to ensure we maintain the coffeehouse to the highest standards of each shift, maintaining high standards of operational excellence.Store System 3 Shift Running contains the followingprocedures and t

10、ools):processes and tools (visit CREMA to access theManagement OpenManagement Close Weekly Admin Month EndShift Management Station ChecklistsBenchmarksThe success of Store System 3 Shift Running in thebenchmarks:coffee house is measured against the followingSalesSpeed of Service (SOS)Cash variances

11、(being over or under) WasteThe Shift Leader is responsible for knowing these standards and targets and implementing the shift plan tomeet or exceed them. As a Shift Leader you work through your team to run the business. As you practice running the shift you will develop the additional skills needed

12、to manage these new responsibilities. 2011 Gloria Jeans Coffees International Pty Ltd. All rights reservedCommercial in ConfidenceOSM: December 201137.2 Store System 3 Shift RunningApproved by: Jireh International Pty LtdChapter 77.2 STORE SYSTEM 3 SHIFT RUNNINGThe tools and benchmarks to help you m

13、anage this process:Pre-ShiftAm I mentally prepared?What do I see, hear, feeland taste on my pre-shift check?Are people, equipment and product ready for the shift?Are there any issues to address from the previous shift?Shift Management Checklist Shift HuddleShift Deployment SheetPost-ShiftWhat do I n

14、eed tocommunicate to the next Shift Leader?What did I do well today?How can I improve my next shift?Shift Management ChecklistWeekly Administration Month EndRunning the ShiftHow will I meet my Shift Goals?How will I balance CARES and Profitability?How will I effectively work through others and give

15、and receive feedback?How will I solve problems?How will I maintain a safe and secure workplace?Shift Management Checklist 2011 Gloria Jeans Coffees International Pty Ltd. All rights reservedCommercial in ConfidenceOSM: December 201147.2 Store System 3 Shift RunningApproved by: Jireh International Pt

16、y LtdChapter 77.2 STORE SYSTEM 3 SHIFT RUNNINGPre-ShiftWhen you arrive at the coffee house there are some key actions you should always take to prepare to run thebest shift you can:Store System 3 - Shift Running Key Actions of Pre-Shift Key Action # 1: Mentally review what you want to improve upon f

17、rom your last shift; incorporate this into your Shift Plan Key Action # 2: Review the communication log from the previous day or have a discussion with the outgoing manager about how the day has been - is there any information you need to be aware of? Key Action # 3: Review your people planning - do

18、 any adjustments / replacements need to be made? Key Action # 4: Complete your shift huddle board and a deployment sheet planning out all breaks (more on this below) Key Action # 5: Ensure all equipment is in good order, clean and calibrated Key Action # 6: Check all stock levels using the Pre-Shift

19、 section of the Shift Management Checklist - copies of these are at the rear of this module Key Action # 7: Check all Team Members uniforms and appearance before they start Key Action # 8: Conduct a Shift Huddle and voice your expectations and shift goals and targets to all Team Members Key Action #

20、 9: Shift Deployment: efficient deployment of your team in the coffee house will allow you to manage not only your goals for the day but to also instill a sense of pride in the individual Team Members. When they are deployed to their positions, they are accountable. 2011 Gloria Jeans Coffees Interna

21、tional Pty Ltd. All rights reservedCommercial in ConfidenceOSM: December 201157.2 Store System 3 Shift RunningApproved by: Jireh International Pty LtdChapter 77.2 STORE SYSTEM 3 SHIFT RUNNINGRunning the ShiftEven with a good shift plan, things can happen that require quick thinking. Shift Leaders ne

22、ed to adapt andkeep all areas of the coffee house balanced so the shift runs smoothly.There is rarely such a thing as an isolated problem a problem in one area normally creates problems in otherareas. Good shift supervision means:Shift Leaders need to stand back and observe what is happening. This i

23、s the only way to get the big pictureand see where you really need to spend your time.However, there will always be times when problems are happening at the same time. Shift Leaders need to beable to prioritise activities so that critical areas are fixed first.Use the following questions to help det

24、ermine the severity / urgency of the problem:Is it a health and safety issue?Is the problem directly affecting guests now?Is the problem the most practical / easiest to fix first? Can Team Members take care of it for you?This framework will assist you in making better decisions.When solving problems

25、 during the shift there is a two step process. The first priority is to fix whatever theimmediate problem is but at some stage you need to determine what caused the problem so you can fix it in the long term. These are known as now and future actions.The now action is critical to ensure the guests n

26、eeds are met. If you dont follow this with future actions youwill most likely see the same problems happening again and again on your shifts. Do you have certain situations that always seem to be going wrong? There are probably no long term actions in place to fix the real issue.The future action wi

27、ll normally be something you think about after the peak period or at the end of your shift,when you have gathered more facts or have time to think about it. Ensure this is written in your communications book. 2011 Gloria Jeans Coffees International Pty Ltd. All rights reservedCommercial in Confidenc

28、eOSM: December 201167.2 Store System 3 Shift RunningApproved by: Jireh International Pty LtdKnowing how to fix problemsStopping them from happening againRecognising your team when they have done a good jobChapter 77.2 STORE SYSTEM 3 SHIFT RUNNINGPost ShiftThe Post Shift activities are not an after-t

29、hought; they are a critical to improve your skills on a continual basis.Some key actions you need to take at the end of every shift:Store System 3 - Shift RunningKey Actions of Post-ShiftKey Action # 1: Take a few minutes to think about what went well and what you can do better next shift - this is

30、the start of your pre-shift planning for your next shiftKey Action # 2: What key information do you need to communicate to the next Shift Leader, either in person or via the communication logKey Action # 3: Are there any long term or future actions you need to discuss with your LeaderThere will also

31、 be some administrative duties that you are now responsible for as part of your Shift Runningduties.How does Store System 3 Shift Running help you achieve all of this?Store System 3 Shift Running contains the following processes and tools (visit Gloria to access theprocedures and tools):Management O

32、penManagement Close Weekly Admin Month EndShift Management 2011 Gloria Jeans Coffees International Pty Ltd. All rights reservedCommercial in ConfidenceOSM: December 201177.2 Store System 3 Shift RunningApproved by: Jireh International Pty LtdChapter 77.2 STORE SYSTEM 3 SHIFT RUNNINGManagement OpenMa

33、nagement CloseWeekly Administration 2011 Gloria Jeans Coffees International Pty Ltd. All rights reservedCommercial in ConfidenceOSM: December 201187.2 Store System 3 Shift RunningApproved by: Jireh International Pty LtdProcessTools Process Daily Cash Sheets Process invoices you receive with deliveri

34、es Process other fees such as franchise royalties, rent and utilities Process additional administration functions such as new team member information, payroll, stocktake, etcVisit Gloria for the following: Weekly Administration ChecklistProcessTools Use one checklist for each shift Keep the checklis

35、t on a clipboard for all to accessVisit Gloria for the following: Managing a Shift Station ChecklistProcessTools Use one checklist for each shift Keep the checklist on a clipboard for all to accessVisit Gloria for the following: Managing a Shift Station ChecklistChapter 77.2 STORE SYSTEM 3 SHIFT RUN

36、NINGMonth EndShift Management 2011 Gloria Jeans Coffees International Pty Ltd. All rights reservedCommercial in ConfidenceOSM: December 201197.2 Store System 3 Shift RunningApproved by: Jireh International Pty LtdProcessTools Use the three main shift management tools; Managing a Shift Station Checklist, Conduct a Shift Huddle, and Complete Shift Deployment Sheet Use the Managing a Shift Station Checklist to pl