Clients & Case Studies

Operations Overview & Surveys

Project Scope:

Operations Overviews - The Optimum Group was awarded a contract through a competitive bid process to conduct an operations overview of its eight (8) foodservice entities that included cafeterias, bistros, and vending and catering events. The IMF created a Continuous Improvement Plan (CIP) and an incentive plan for the operator, in which it could earn additional funds, based on quantitatively measured performance factors, conducted in a series of objectively evaluated visits to its facilities. The purpose was to evaluate the quality, efficiency and effectiveness of the foodservice contractor.

Customer Satisfaction Surveys - In an effort to improve their foodservices and increase customer satisfaction, the IMF, through Optimum Services, conducts semi-annual, independent surveys to obtain the pulse of the operation, how it may have changed and information on how services can be improved. An extremely detailed report is generated after each survey is run and then compared to results from the last one run.

Mystery Shopping - This service feature was part of the contract, up through August of 2006. It provided an opportunity for the services of the contractor to be seen through the eyes of a typical shopper. Reports were generated for each shop as to quality, speed and customer service.

The Consultant provided these services for five years.