Operations Excellence in the Food Service Industry by Danny Pumarega

1. “Journey
towards Operations
Excellence”
DANNY PUMAREGA, COO – MAX’S CORNER BAKERY

2. Values, Mission and Values
Continuous Innovation
Customer-Driven, Magnetic!
Empowered Employees
Financially Sound
Pillars of Excellence

3. “Vision &
Mission
and Values”

4. Amplifies your Vision. “Your
dream”
Communicates your Mission.
“Your reason for existence”
Clarifies your Core Values. “Who
you are”
Aligns your practices. “Your habits”

5. Max’s Corner Bakery
Source: Max’s Corner

6. “Max’s Corner Bakery will be a
loved, world-class Filipino bakery
for Everyone.”
Max’s Corner Bakery’s
Vision

7. “We are your friendly neighborhood
bakery that satisfies cravings for
classic, home-made, affordable
breads and pastries.”
Max’s Corner Bakery’s
Mission

8. Do it Right the first time.
Do it with Love.
Do it Better.
Max’s Corner Bakery’s Core
Values

9. “Continuous
Innovation”

11. Automate your Process and
Equipment

12. +
=
Available in all Max’s
on August 1, 2014

14. Supermarkets
on August 8, 2014
and soon!
Convenient Stores
Other Retail Stores

15. “Customer-
Driven,
Magnetic
Service”Source: Magnetic Service by Bill and
Chip Bell

16. Promises made, promises kept.
Competence, capacity to
perform.
My Max’s Experience!
1. Make “Trust” a verb.

17. With my balikbayan cousins at Max’s Tiendesitas

18. Perform well to succeed.
Anticipate future needs to
achieve customer loyalty.
My Disneyland Experience!
2. Focus on your customers’
“Hopes”, not just their needs.

19. Truly, the happiest place on earth!

20. Exciting, bold and daring.
Personal and moving.
Emotional link is created.
My Starbucks Experience!
3. Add “Charisma” to your
service mix.

21. This caffe latte warms me in
an otherwise cold evening!
Impressive service! The
barista showed me this before
putting the lid cover. Simple
but sweet! Thanks Macky! I'll
be back for sure! Magnetic,
isn't it? — at Starbucks
Coffee, SM Aura Premier.

22. Creating a path for participation.
Engage the customer’s energy
in delivering the experience.
My CBTL Experience!
4. “Engage” your customers
curiosity.

23. Dynamite! I met Chef Josh, proudly Pinoy behind these healthy and delicious
food at CBTL Bistro in BGC. Thanks to Gladys, their manager on duty. Will be
back for that "heavenly" food and that "magnetic" service. Truly, I was
magnetized hahaha! Happy weekend everyone! — at 30th St. Fort Bonifacio
Global City.

24. Out-of-the-box experiences.
Not only a desire to serve, but
also a yearning to enchant.
My Jamba Juice Experience!
5. Give your customers an
“Occasional Miracle.”

25. After driving 3 hours from Quezon yesterday, I grabbed a classic smoothie
at Jamba Juice ATC to quench my thirst. Refreshing! And looked what I got
from my yahoo email, a nice shot of me! — at FTI Complex.

26. Surprisingly seamless.
Hassle-free experiences,
noticeably comfortable,
strikingly reliable.
My Ford Global City Experience!
6. “Empower” your customers
through comfort.

27. Thanks to technology, I can drive, take picture, listen to music, call, text and do
more without much effort! Talking about productivity, joy, being connected not
just to people I love, work with but also to the world. I cannot imagine life
without Wi-fi, Bluetooth, my Note3 and iphone, my Ford n-Sync and all! Wow
what a Friday! Thanks Usher and Pitbull, "DJ Got Us Fallin' In Love". You really
made my day hahaha! — at North Luzon Expressway.

28. Service with character.
Considerate, kind and
thoughtful.
My Nordstrom and Nike
Experience!
7. Reveal your “Character” by
unveiling your “Courage.”

30. MOUSE and

31. “Empowered
Employees”

32. Conviction-Driven
Overlearning
Audible-Ready
Consistency
Honesty-Based
What you should look for
People?
Source: Everyone’s a Coach by Kenneth Blanchard and
Don Shula

33. Fee P7.50
Source: Google,
PTA

34. Source: Google,
Adidas

35. Source:
Google

36. Source: Google,
Jollibee

37. Source: Personal
Photos

38. Share performance: sales, cost,
profit, loss and other info.
Set the rules and declare
boundaries.
Allow the employee or the team
to self-manage.
3 Keys to Empowerment

39. Enhances trust and loyalty
Propels action
No guessing or akala ko
Promotes sharing or
responsibility
1st Key: Share Info

40. Creating autonomy through
boundaries: goals, roles,
structure and measure
2nd Key: Set Rules

41. Decision making
Conflict resolution
Leadership sharing
Managing responsibly
Achieve more with less
3rd Key: Self-Directed Teams

42. On Performance and
Leadership
Emerging
Contributor
Disillusioned
Learner
Peak
Performer
Enthusiastic
Beginner
Directing
CoachingSupporting
Delegating
Source: Situational Self-Leadership by: Susan Fowler Woodring

43. “Financially
Sound”

44. “Being Financially Sound
is simply the by-product
of the first 4 pillars.”

46. “Do not do unto others,
what you don’t want others,
do unto you.”
Jollibee’s Guiding Principle for
Employees

47. “If you are not proud of it.
Don’t serve it!”
Round Table Pizza’s Guiding Principle on
Quality

48. “If it is an eyesore,
do something about it!”
Kenny Rogers Roasters’ Guidelines on
Cleanliness

49. “If it is broken, fix it.”
Kenny Rogers Roasters’ Guidelines on
Cleanliness

50. “They will respect,
what you check.”
Kenny Rogers Roasters’ Guidelines on
Cleanliness

52. End of
Presentation