Food Industry Solutions / Automated Operations Support (AOS) Program for Multi-Unit Chain Restaurants

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Interactive Management Solutions for Multi-Unit Restaurants
CAPABILITIES OVERVIEW
The food industry is comprised of many different organizations-from manufacturers to restaurants-that work together to bring high-quality, good tasting food to America's tables. Restaurants are a significant component of the industry and represent 47.5 percent of the American food dollar, according to the National Restaurant Association (NRA).

Restaurant chains are complex organizations. They often function in fast-paced environments where corporate initiatives sometimes run second to maintaining daily operations. Many multi-unit chains also face challenges in managing routine tasks in dispersed operations in high growth mode.

To address these challenges, Seneca Corporation has developed a comprehensive toolkit for automating the capture, routing, tracking, reporting and analysis of incoming data and requests. Automating these business processes will help free up a managers' time, allowing them to focus on their core duties.

SOLUTION DESCRIPTION

Seneca provides three programs for restaurants:

• Virtual Quality Assurance (VQA™)
• Automated Operations Support (AOS™)
• Crisis Management Support (CMS™)

Each of these programs includes:

Software. The cornerstone of Seneca's solutions is IncidenTrax™, a web-based software program that is accessible in real time simultaneously by authorized users worldwide. Highly customizable to client preferences, the system:

• Assigns tasks and routes actions based on best practices and existing company policy
• Escalates tasks if not resolved within a predetermined timeframe
• Keeps a detailed audit trail of all actions
• Posts real time reports

Support. Professional staff are available 24 hours a day, 365 days a year to provide general system administration and management, help desk assistance and optional outsourced contact center services.

Services. Our team of food industry experts is available 24 hours a day, 365 days a year to provide technical guidance and onsite support for escalated events. Located in more than 30 countries, they have detailed knowledge of:

• Restaurant operations
• Quality assurance and food safety
• Crisis management

Seneca's Virtual Quality Assurance (VQA™) Support Program establishes and maintains controls for monitoring, tracking and reporting on the effectiveness of QA/food safety programs. Specific applications include:

• Product complaints and inquiries
• Escalated audit results
• Internal product withdrawals
• Supplier approvals
• Distribution and service issues

AUTOMATED OPERATIONS SUPPORT PROGRAM

Seneca's Automated Operations Support (AOS™) Program automates everyday tasks such as:

• Guest comments and complaints
• Unit management requests
• Critical or time sensitive field communications
• Recipe changes
• New product introductions
• Marketing promotions
• Franchisee communications
• Vendor service issues

	Core Program Packages Seneca's core packages are specifically designed for multi-unit restaurant chains that will benefit from a program to automate and manage everyday operational tasks. Typical costs are less than one FTE (full time equivalent) manager and standard implementation can be completed within 90 days from contract signing. The packages, which are flexible enough to manage a variety of customer and franchisee inquiries, as well as escalated food safety and crisis management incidents, include: Customization of software to best practices. Access to Seneca's operational, QA and crisis management experts for additional per incident fees. Receipt of periodic, timely food safety alerts. Development of reports and trend analyses. 7x24x365 system administration. Ongoing administration and expert review. Help desk support. Use of software by multiple concurrent users.

CRISIS MANAGEMENT SUPPORT PROGRAM

Seneca's Crisis Management Support (CMS™) Program automates organizational best practices for managing escalated operational or QA events, as well as significant business threats such as:

• Suspected foodborne illnesses
• Product recalls
• Union and labor-related issues
• Fires or natural disasters
• Physical security

• Outsource a 7x24x365 contact center for processing customer phone calls and web forms.
• Develop or refine QA and food safety plans.
• Develop and implement a crisis management and response plan.
• Develop crisis response drills using IncidenTrax.

RETURN ON INVESTMENT

Automating business processes can provide significant return on investment by:

• Increasing profitability by controlling food costs, reducing labor costs and increasing employee retention.
• Protecting brand equity by assuring the quality of food served and decreasing negative media coverage.
• Mitigating business risk by enhancing supply chain management, managing claims more effectively, and enhancing internal and external communication.

Software. The cornerstone of Seneca's Guest Comment and Complaint System is IncidenTrax™, Seneca's web-based software program. The system, which is accessible in real-time simultaneously by authorized users, is offered as a monthly service and will automatically:

• Notify appropriate personnel
• Assign responsibility for acknowledgement and resolution
• Escalate tasks to designated persons or groups if they are not handled in a predetermined timeframe
• Communicate associated information
• Acknowledge guest feedback
• Resolve customer complaints according to existing best practices
• Aggregate data for analysis/trend reporting.

Support. Professional staff are available 24 hours a day, 365 days a year to provide general system administration and help desk assistance.

Core Package. Seneca's core package is specifically designed for restaurant chains that can benefit from using an automated system for managing guest comments and complaints and includes:

• Customization of standard web-based form for collecting data on food, service and cleanliness
• Mapping escalation paths to your organizational chart
• Standard suite of real-time reports that analyze data by product, restaurant location and franchisee

This system can be implemented within 60 days of contract signing with monthly costs starting at $1,900 per month.