Catering Service Redesign
Creating a catering service fit for the future, introducing cafes that became the heart of the retirement village and delivering consistency across all 9 retirement village cafes and care home restaurants.
Overview & Impact
Project Aim
The catering service was in need of a refresh. The customer wanted to implement a service fit for the future that supported their vision of community, connection and choice. They wanted to delivered a more consistent service and introduce cafes that would be the vibrant heart of their Retirement Villages.
There were inconsistent staffing structures across the sites making cross site working and career progression complex - this needed to change.
The operating costs were increasing significantly due to high production cost, increases in food prices and rising staff cost.
Our Approach
Working in close collaboration with the existing Senior Catering Management team, HR team and an external Catering Consultant, we initially pulled together the design for the new service and staffing structure, which included a change in production methods.
We collated all the information into a comprehensive business case and negotiated the approval process with the executive leadership team.
Once approved, we worked with the project team to define, plan and deliver a proof of concept, assessing the change impact across people, customer, facilities, process and systems.
From the proof of concept, we then fully supported the planning and implementation of the new service, including people, facilities and service changes across all 9 locations to an aggressive 7 month timeline.
Working closely with the HR team to plan and manage the employee consultation process in line with legislation to meet the opening schedule for each site.
This project encompassed elements of both project and change management.
Benefits
All sites opened on time and to budget and are delivering the vibrant cafe service and consistency that was part of the initial vision.
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Opening times in the Village cafes increased by 60%.
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Operating costs reduced by 25%.
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One consistent employee structure across all nine sites.
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Improved customer satisfaction and consistency of service and product across all sites and services.
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Simplified career progression routes and increased cross site working.
"Quite simply we couldn't have done it without you, your ability to interpret our service review from a strategic perspective, ensure buy in from various stakeholders and create a realistic plan was excellent.
A constant and calm support in the face of challenges. With a great ability to listen, question and challenge. Delivering on time, lower than budget and achieving the cost saving and increased revenue objectives. "
Roger - Director Retirement Villages