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Wendy’s Operations
Steve Farrar
Chief Operating Officer
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Wendy’s is an
operations driven
company.
operations driven
company.
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Operations Update
Continuous Improvement
— Sales and traffic growth
— Hiring, training and people
development programs
development programs
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PUW Speed of Service | ||
1 | Wendy’s | 134.09 |
2 | Del Taco | 150.30 |
3 | Taco Bell | 163.17 |
4 | Burger King | 166.65 |
5 | Chick-fil-A | 167.59 |
6 | Checkers | 169.03 |
7 | Carl’s Jr. | 170.00 |
8 | Arby’s | 172.84 |
9 | McDonald’s | 174.22 |
10 | Krystal | 190.02 |
11 | Long John Silver’s | 191.00 |
12 | KFC | |
13 | Rally’s | |
14 | Jack in the Box | |
15 | Hardee’s | |
16 | Dairy Queen | |
17 | Popeyes | |
18 | White Castle | |
19 | Captain D’s | |
20 | Whataburger |
MAGAZINE
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Speed of Service
% of Sales
“In June, a focus
group for QSR
Magazine reminded
all that speed and
accuracy remain the
top drive-through
consumer demands.”
group for QSR
Magazine reminded
all that speed and
accuracy remain the
top drive-through
consumer demands.”
QSR Magazine
Jan 23, 2011
Jan 23, 2011
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Internal
Evaluation
Process
Evaluation
Process
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30.6
62.6
1.9
20.3
24.8
0.4
Internal Score Improvement
% of North American Restaurants
2010
2008
F
C
B
A
2010
2008
2010
2008
2010
2008
42.7
16.7
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$1,332,002
Higher Internal Scores Result in Higher Sales Averages
2009 Restaurant AUVs
$1,464,301
$1,322,183
F
C
B
A
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The Voice of the Customer
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Individual
Restaurant
Reports
Restaurant
Reports
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Speed
Friendliness
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Engaged employees are good for business!
EMPLOYEE
ENGAGEMENT
ENGAGEMENT
QUALITY OF WORK
ENVIRONMENT
ENVIRONMENT
QUALITY OF
EMPLOYEES
EMPLOYEES
=
Improved
Customer
Satisfaction
Customer
Satisfaction
Higher Sales & Profits
$$$
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OPERATIONS
FOCUS
FOCUS
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CONTINUOUS IMPROVEMENT