BurgerBusters Achieves Top Ten Status!
Congratulations to the entire Organization for being recognized at this year’s national FRANMAC Convention for being a top ten franchisee for its Operations Supreme Metrics.
Let’s take a closer look into how and why the Supreme program is important to the company and our guests.
Taco Bell Supreme is built on 4 operational pillars: People, Customers, Fundamentals, and Sales. A Supreme brand delivers premier service and fundamentals, from great tasting and safe to eat food, to operational excellence. Taco Bell Supreme creates differentiation for all restaurants with clearly defined criteria based on measures you already know and deliver on today.
The star standings are determined through a calculation comprising of four measures, each assigned a rating on a scale of 5 to 1, based on specific measured thresholds. The four measures are:
1) Customer Feedback: Complaints / 10k transactions
Numerator – Dissatisfied surveys (bottom 2 box) + number of Loop Complaints
Denominator – The individual restaurant’s transactions / 10,000
The Loop complaints that are measured relates to accuracy, food, team members, or speed. A complaint with any of the above themes will only count once for both in-restaurant and digital orders (i.e. one complaint max per transaction). Note: Loop complaints do count toward Supreme, whether the field or agent close the loop.
2) Speed of Service: Full Day Drive thru Order-to-Delivery
For restaurants without a DT VOC Speed Perception (thresholds: 5-star >92%, 4-star >87%, 3-star >83%, 2-star >79%). For digital only restaurants, speed measure weighting will be added to the customer feedback weight.
3) Certified Managers: 6 Certified Managers per restaurant staffed & fully trained in role
6 Certified Managers must include 1 GM, plus 5 AGMs, or Shift Leads.
Low Volume Restaurants (<10k trans / prd) thresholds: 5-star >= 5+, 3-star <5, 1-star <4
Restaurants without a certified GM for 3 consecutive periods will drop down 2 Stars for the Certified Manager category (i.e. A restaurant with 5 SLs and no certified GM for 3 consecutive periods will receive a 3 Star standing, instead of 5 Star, for the Certified Manager category).
Starting in P6 ’23, stores will receive credit for a termed / LOA certified managers if the manager was active at that location for 75% of the period.
In P7, certified RGMs who are on leave will count towards a restaurant’s certified RGM count for up to 90 days after their leave began.
4) Core Operations: Meeting Standards of the Operations portion of the Core visit
Star standing for Ops measure (20% of weight) will hold until next visit.
Core Food Safety Score is only counted if a restaurant is not meeting standard, at which point the restaurant’s overall star standing becomes 1-star for that period. Any new stores that do not have a Core score, the 20% weight will roll into the customer satisfaction weight.
By: Joe Mangano
Chief Operating Officer