Business Transformation Study
(YUM! Brands & Long John Silver’s)
I was introduced to DTiQ through another Franchisee and have been a customer for over 3.5 years. When we initially bought the system we wanted it specifically for mitigating theft and reviewing video footage. It has proven to be useful for far more.
I am an avid reader of my SmartAudit™ reports and also access the 360iQ dashboard regularly. It’s great to be able to review video from the comfort of my home.
DTiQ System Utilization
By focusing on times of day when we perform more poorly, I can look for ways to improve and then re-train my staff.
I had to fire a lot of people at the beginning! There was 1 store in particular that constantly came up short on both money and product. We had suspicions but couldn’t pinpoint what was going on until we reviewed recorded video. We immediately caught 2 employees stealing, which was a huge help.
Employees steal an incredible amount of food. Since installing the system product theft has decreased dramatically. I know it will still happen but it certainly happens less now.
Customers often submit complaints to corporate; with DTiQ, we can review what really happened. It’s great for us to look at the steps we took to resolve issues with customers and find out where we have opportunities to do a better job.
The professionalism of my staff has improved. They tuck in their shirts and act on their best behavior when we are at the stores but what happens when we leave? We have caught so many employees looking unkempt, texting while on duty, etc. when we are off-site…that behavior has been mitigated as well.
I’ve had a really good experience with all the DTiQ teams. I remember working with the Loss Prevention team in particular to customize the questions on my SmartAudit™ reports. It was really great that we could work with someone on creating questions that make sense for us.
One of the areas we focus on in particular is Speed of Service at the main registers. We have timers in the drive-thrus but not at the front counters so the audits help us to keep track of SOS there. When we first set this up, we were clocking about 6 minutes from time of customer arrival to receipt of food. Today we are at 3.5 minutes. It’s a huge improvement.
Overall, when you are not at the store, habits are not what you hope them to be. DTiQ puts things into focus and allows you to identify habits and change them to better your operation.