FOR THE WEEK ENDED __________ Operation (by Shadi Kurdi) ISSUE / TOPIC
Outlets underperforming Call Center Issues
STATUS / PROGRESS
RECOMMENDATIONS / ACTION PLAN
Daily sales target being communicated to the team and
tracked twice a day since the beginning of Ramadan. This action has shown good result during the past weeks. Effective July 17th , 2016 CC agents should be reduced to 59. Effective July 17th , 2016 a number of 7 CC agents will be transferred to HR in order to distribute them to units. Zohair & Shadi have to finalize the new IVR script ASAP, (This will help to have customers moving fast in the queue). Daily briefing notes should be communicated with agents in order to make them more focusing on work and target. Weekly side orders target has to be shared with agents in order to increase the sales and revenue. Effective July 17th , 2016 Outbound team & activities has to be fully operated , however and immediately, 2 or 3 agents should start calling back English lapsed customers in order to convince them to order again during Ramadan in their free time Effective July 1st 2016 an existing incentive program has to be modified ( Copy of the new incentive submitted for Mr. Sunny Approval) New incentive program has to be launched for Outbound team (Incentive program proposal submitted for Mr. Sunny Approval) Re - Establishing the SR 300 for the CC Employee of the month (Male / Female) effective July 1st , 2016. Hiring 4 English agent speakers as replacement from the
MAWARID
FOOD
COMPANY
WEEKLY PROGRESS REPORT
FOR THE WEEK ENDED __________
existing staff.
Speed Check and ESC
(Every Second Count) Training
New Unit Opened
Training was conducted in Central (June 7-8,2016) and
Eastern (June 14-15, 2016) province participated by all unit managers and/or manager-in-charge Clearly the rollout is the first step, creating the culture in restaurant by living and breathing the fundamentals in the 'Every second counts' program and measuring the improvement through KDS is the ultimate goal so we can grow our sales by beating the competition
Opening of PH#193 Abou Bakr, Dammam last June 13, 2016
Opening of PH#191 Dirab, Riyadh last June 26, 2016
Due to lot of restriction implemented from last year for Hajj
pilgrimage, renting a specific place in Mina is an advantage to increase sales We will possibly achieve a high percentage of sales as a result of the availability of the product at all times Food Safety risk will be reduced by having our product freshly served from the rented outlet rather than delivering it from our units outside Mina due to heavy traffic. Guaranteed product quality is more likely our key to beat our competitors The site will be very beneficial especially during the day of Arafat from which out team can make excellent preparation of products