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Church's Chicken Reinvents Brand Standards Measurement

When Church's Chicken re-imagined its restaurant-level brand standards measurement program to comply with COVID-19 travel restrictions, the goal was simple – make sure restaurants keep a high level of quality and service, without in-person visits from regional management and field teams. In just 60 days, the Global OPS Services team transformed the 5+ hour in-person Operation Excellence Review (OER) into a streamlined, Remote OER visitation that can now be implemented remotely. This enhanced evaluation of a restaurant's operation provides operators a detailed action plan with specific recommendations on improving brand standards. Since these Virtual OERs are much shorter than the standard visit, the brand can now conduct more visits more frequently, allowing the Operations team in the domestic and international business to provide added support for their franchisees.

"COVID-19 has caused us to innovate in so many ways. We realized that we can't send our field teams to the restaurants like we've done for years – we had to figure out how to conduct our visits remotely. These virtual visitations allow the field team to measure the operations using our proprietary mobile app called...

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