Case Study

Corporate Client

Washington

Business Plan Development

Client Overview

Industry: Technology
Company Size: 228,000 globally
Location: HQ in state of Washington

Project Background

Project Title: Food & Beverage Playbook Update
Duration: December 2023 to June 2024
Objective: Update the Food & Beverage Playbook to support the hybrid work environment and provide a framework for food and beverages to be delivered at a consistently high level of quality and efficiency across its diverse, multinational portfolio. The approach included:

Collaboration with regional & global FTE stakeholders as well as Tier 1 Suppliers to understand changes in the workplace, especially food & beverage operations and refine the global standards for operations.

Update the resources within the Playbook to represent the changes in work streams to provide guidance.

Accurately identify the interconnectivity of various groups/departments that interact with dining from a global oversight perspective providing guidance and templates for site operations. Guidance for a variety of needs/situations including process explanation, reporting templates and meeting type/frequency recommendations, etc.

Recommendations for portfolio alignment with key program, employee retention and financial objectives.

Challenges

Initial Situation: Guidance and resources in current playbook did not reflect the current needs and practices.

Key Issues:

Obtain agreement from the region FTE’s and Tier 1 representatives on a standard practice for each area of the playbook.

Determine the language for use globally that reflects the function or type of service, i.e. ‘Catering’ does not have the same meaning globally.

Work stream resources that do not accurately depict the current work stream.

Out of date templates.

Solution

Approach: Utilized large stakeholder group standing meetings.
Strategies Implemented: Approached by the creation of sub-committees to develop initial drafts on sections/areas, then review by the larger stakeholder group. Based on feedback, developed new workstream models and revised reporting templates.
Tools and Technologies: Utilized the Microsoft suite of technologies available.

Outcomes:

Developed a framework for service delivery that provides strong guidance while allowing for variances in culture, employee benefits norms, local competitive environment, site location (urban, suburban) and local area food service industry maturity, including:

Global operating standards

Right-sized site-level program mix guidelines

Cost optimization

Global governance model

Standards and tools for supplier sourcing

Rhythm of business and strategy for performance management

Key Metrics:

Clear program planning principles

Greater consistency in the quality-of-service delivery across suppliers and regions

Measurable improvements in meeting key company objectives for Sustainability, DEI, and health and wellbeing

More consistent and efficient program and supplier management

A stable platform for decision-making – this has been particularly important throughout the pandemic as well as for post-pandemic rightsizing and cost optimization in response to the “new normal”

Client Feedback: Met client’s deadline for completion, allowing for socialization and implementation at the beginning of the fiscal year.

Lessons Learned:

Insights: Due to the number of people involved and the different time zones, the most effective progress was realized when the standing meeting was divided into two convenient time zone.