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					    KPI Element                         Requirement                                   Performance Required for Process Result

Facilities and Customer Utensils
 Entrance            Area to be kept clean and tidy with no             Valid customer comment. All debris to be removed within “X” minutes of
                     evidence of debris.                                notification. Regular inspections every “y” minutes within opening hours.
 Counters and        Counter tops & tray slides to be clear of all      Customer feedback surveys. All counter and slide debris to be removed
 Floors              food debris. All floors within total facility to   immediately on notification. Regular inspections every “y” minutes within
                     show no food debris.                               opening hours.
 Till Area           Area to be kept clean and tidy with no             Customer feedback surveys. All counter and slide debris to be removed
                     evidence of debris. Point of sale material to      immediately on notification. Regular inspections every “y” minutes within
                     be current and concise. No hand-written            opening hours.
                     notices visible.
 Dining Area         Area to be kept clean and tidy with no             Customer feedback surveys. All debris to be removed within “X” minutes
                     evidence of debris                                 of notification. Regular inspections every “y” minutes within opening
                                                                        hours.
 Trays                  The availability of clean dry trays.            Customer feedback surveys. Tray storage area to be checked every “X”
                                                                        minutes. Number of trays available not go below “y”. “Z” Random checks
                                                                        throughout the periods of meal serving.
 Cutlery                All cutlery to be clean and free from smears.   All cutlery trays to be inspected randomly through service period and
                                                                        restocked prior to cutlery running out. Disposable cutlery to be available
                                                                        at all times for take away meals and snacks.
 Crockery               All crockery to be clean and free from          Crockery to be visually inspected at all stages from washing to just prior
                        smears. No chips or cracks.                     to use. Daily random checks on quality of crockery at service side.
 Disposable items       Napkins, take away plates, drink cups and       The contractor shall be able to show proof that such equipment is 100%
                        flatware.                                       re-cycled products.
 Tables                 Cleanliness of tables                           Tables to be cleaned within “X” minutes of vacation or within “y” minutes
                                                                        of request. Daily random checks.
 Condiments             Availability of condiments                      Minimum of “X” cruets to be available/table. Sufficient portions of
                                                                        condiments to be available throughout the service period. Random
                                                                        checks on portion availability throughout the serving period.
 Self Clear             Tray returns area to clear of debris. Tray      Any spillages to be cleared within “X” minutes of identification and or
                        racks to be cleared regularly.                  notification. Daily random checks
 Cleaning               Environmentally friendly products               In line with the principles of the PSFPI the caterer shall keep under
                                                                        review products and processes which are bio degradable and are
                                                                        economical with water and power.


                                                                         1
    KPI Element                      Requirement                                   Performance Required for Process Result

Staffing & Management
 Contract Manager  A proactive “person” manager                      Measured on the performance/success of the facilities for which they are
                                                                     responsible.
Catering Manager    Hands on self motivator                          Measured on the performance/success of the site for which they are
                                                                     responsible.
Training            Catering staff training.                         All staff to be trained in their specific duties as well as how to deal with
                                                                     customers. Staff training records and plans to be available to site
                                                                     manager
Hygiene             Hygiene awareness                                All staff to be formally trained in basic food hygiene prior to commencing
                                                                     employment. Plans for all staff to hold or pas the Institute of
                                                                     Environmental Health Officers Basic Food Hygiene Certificate or
                                                                     equivalent qualification, within 6 weeks of commencing employment.
                                                                     Staff training records to be available to site manager
Appearance          All staff to wear appropriate                    All staff will wear company uniforms which will be clean and smart and
                    uniforms/coveralls.                              include visible identification badges.
Manning Levels      Man all service points.                          Manning to be in line with that as shown within the ITT or as
                                                                     subsequently agreed at subsequent contract review meetings.
Service             Time to serve customers.                         No customer shall wait longer than “X” minutes
Helpfulness         All staff to be polite, courteous and helpful.   Customer feedback surveys. Number of complaints.
Knowledge           Ability to describe products and processes       Customer feedback surveys. Daily random checks of counter staff.
                    on offer.
Management          Catering management.                             A member of the catering management shall be available at all times
                                                                     when there a meals being served.
Pricing             Ability to charge correctly and give correct     Customer feedback surveys.
                    change.
I.T. Equipment      Conforming to the Authorities Software           The Caterer shall supply on request such licences as requested by the
                    polices.                                         authority.
Back up staff       Contingency planning.                            The caterer shall make available a contingency plan showing how
                                                                     resources shall be allocated during holidays and unexpected absences
Operational         Levels of business throughput and                Actual figures on numbers and values. Monthly contract reviews.
Performance         performance.
Customer            Judging non quantifiable performance and         Customer surveys requesting opinion, feedback and recommendations.
satisfaction        expectations.                                    Regularity to be determined.


                                                                      2
   KPI Element                        Requirement                                  Performance Required for Process Result

Products
 Food types           A range of nutritious products in line   The number of hot meals/day shall be “X”. The range of organic products
                      with the PSFPI process.                  available daily shall be “y”.
Product description   Products to be described                 Visual inspection. All products shall bare descriptions which clearly states what
                      unambiguously.                           they are. If they are or include organic ingredients, if they are or include farm
                                                               assured ingredients and if they are or include “Fairtrade” products. Visual
                                                               Inspection. Check list
Health options        In line with PSFPI requirements.         A range of foodstuffs as to their nutritional value (under 5perday scheme) H2O
                                                               promotions. Products low in fat, sugar and salt., will be available daily and
                                                               overtly marketed.
Organic produce       Daily supply of organic produce          The caterer shall provide daily a range of seasonal organic products. Check list
Assured produce       Daily supply of assured produce          The caterer shall provide daily a range of seasonal assured products. Check list
Fairtrade products    Potential to supply Fairtrade products   The caterer will include a range of Fairtrade products including beverages which
                                                               shall be readily available and displayed. Check list
Allergies             Potential food re-actions                Foods containing nuts and other materials which may cause adverse reactions
                                                               to customers shall be clearly marked. Visual Inspection.
Food display          Food to be displayed and garnished in    Counter presentation. Customer feedback surveys.
                      the appropriate manner.
Choice                Range needs to cater for all tastes.     The range of menus needs to take account of vegetarian and ethnic
                                                               requirements. Need to take account of cost to suit all pockets. Check list
Promotions            Special events, menus and products.      See events calendar Report to Contract reviews on success or otherwise of
                                                               events etc.
Portions              Portion sizes to suit customer needs.    Portions to be checked in line with metrics information presented at ITT
Food & Equipment      Food to be stored and served at the      Daily food temperature records taken at regular intervals throughout the serving
Temperature           correct temperature                      period.
Food storage          Appropriate food storage                 All foods to be stored at the correct temperature and to adequately packaged
                                                               and dated as necessary. Visual Inspection
Availability          Range of foods to be available           “X%” of the menu to be available throughout the meal period and to include the
                      throughout meal period.                  requirements for catering staff. Check list
Replenishment         Topping up of food.                      Food to be replenished within “X” minutes of last portion being served. Random
                                                               daily checks.
Taste and Look        Food appearance and flavour.             Food should not only look good but taste good. Independent tasters to taste the
                                                               menu offerings on a daily basis and to comment on its appearance.


                                                                       3
    KPI Element                   Requirement                                       Performance Required for Process Result

Service
 Menu Display     All menus to be displayed prominently in all         Random check of expected display areas. Weekly for notice boards,
                  allocated areas. Item description to be clear        daily for restaurant areas.
                  and spelling to be correct.
Tariff Display    Tariff to be in line with policy and agreed levels   Review pricing in Contract review meetings.
                  within contract.
Warning signs     Health and safety.                                   Warning signs as to possible hazards in the catering facility which may
                                                                       affect both customers and staff must be clearly displayed. Regular H&S
                                                                       reviews and reports to Contract review meetings.
Complaints        Formal process for complaints.                       Complaints to be dealt with professionally and promptly. All complaints
                                                                       made shall be reported at the Contract review meetings detailing cause,
                                                                       effect and resolution. Customer feedback surveys.
Comment           Formal process for comments.                         Comments cards and/or book. Customer feedback surveys.
Service           How do we appear?                                    Customer feedback surveys. Operation must be well run and under
                                                                       control
Food service      All food will be placed with care onto the           Customer feedback surveys.
                  customer’s plate.
Payment service   Speed to transact customer purchases                 Customer feedback surveys. The customer should not have to wait
                                                                       longer than “X” minutes to pay for their purchases. Random daily checks

Hospitality
 Food             Supply of a range of menus to reflect the            Menus shall be based on healthy eating principles using the full range
                  needs of meetings and conferences. Must              of nutritious, organic, farm assured (Red Tractor) and Fairtrade
                  include vegetarian options.                          principles as required within the catering facility. Pre-agree menus
                                                                       before publication HOD’s.
Beverages         Supply of a range of a range of beverages.           Both hot and cold drinks including Fairtrade products.
Crockery          Supply of crockery in preference to disposable       All crockery to be clean and free from smears. No chips or
                  plates and drinking cups for meetings and            cracks.Crockery to be visually inspected at all stages from washing to
                  conferences                                          just prior to use. Daily random checks on quality of crockery at service
                                                                       side.
Cutlery           Supply of metal cutlery in preference to             All cutlery to be clean and free from smears
                  disposable flatware for meetings and
                  conferences


                                                                       4
    KPI Element                    Requirement                     Performance Required for Process Result

Vending
 Food and Fruit    A range fresh foods.               Contents of vending machines shall be based on healthy eating
                                                      principles using the full range of nutritious, organic, farm assured (Red
                                                      Tractor) and Fairtrade principles as required within the catering facility.
                                                      Pre-agree product range prior to placing in the requisite vending
                                                      equipment.
Confectionary      A range of proprietary products.   The contents to reflect a balanced approach to “health foods”, organic
                                                      and Fairtrade products.
Drinks             Hot and cold drinks machines       A range of beverages including those of Fairtrade origin, fresh juices
                                                      and sugar free. Agreement on range of drinks to be agreed prior to
                                                      placing in requisite vending equipment.
Cups bottles and   Collection                         All used drinks receptacles from vending operations shall have
cans                                                  provision made for the collection and re-cycling of the same.
Hygiene            Cleaning of vending equipment      Equipment shall be cleaned on a daily basis prior to re-stocking using
                                                      environmentally friendly cleaning agents.




                                                      5
   KPI Element                  Requirement                                 Performance Required for Process Result

Food Procurement
 Quality           Supply of fresh foods Assurance           Food shall be to the quality standard as laid down by the respective quality
                   schemes.                                  requirements for the products purchased shown in Annex ?
Delivery           Delivery of goods.                        All goods shall be delivered to a pre-arranged schedule including where
                                                             possible consolidation of goods so as to minimise the effect on the
                                                             environment. Monitor using planned delivery schedule.
Packaging          Returnable/Re-Usable packaging.           All products are to be supplied where practical in returnable/re-usable
                                                             packaging. Containers and wrappers shall be from re-cycled materials and
                                                             shall be bio-degradable.
Locally Sourced    Where possible produce shall be sourced   There shall be an analysis, by the caterer/buyer, of how much produce is
Produce            from local sources.                       locally sourced




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