View Case StudyGuest Experience Programme
Concept study — not client work
F&B Consulting & Management
Operational Audit
A focused review of how the operation actually runs during service — flow, timing, staffing, stations and the controls that hold quality steady at peak.
The business problem
Service quality does not fall evenly; it falls at a specific station, at a specific volume, at a specific hour. Until that point is located, extra staff and extra training are guesses.
What we analyze
- Actual service flow at peak
- Staff schedules and station capacity
- Receiving, stock counts and waste records
- Quality standards and handover points
01What We Do
We observe service rather than interview about it. Station layout and mise en place, ticket times by course and by station, expediting and pass discipline, front-of-house sequence, hand-offs between kitchen and floor, staffing against actual demand curves, and the points at which quality begins to slip as volume rises.
Findings are tied to the specific moment and station where they occur, so a correction has an address rather than a department.
02Our Approach
Operational problems are observed, not reported. We watch the shifts that actually hurt — the busiest and the most understaffed — because that is where the system reveals what it really is.
Services
What You Get
- 01Service observation report
- 02Ticket time analysis
- 03Station and flow assessment
- 04Staffing against demand curve
- 05Standard operating procedure gaps
- 06Correction plan by station
- 07The breaking point located, not estimated
- 08Ticket times measured by station and course
- 09Staffing read against the real demand curve
- 10Procedures written for the shift that needs them
Our Approach
Our Approach
- 01
Baseline
Demand curve, rota and menu complexity mapped.
- 02
Observe
Multiple services watched, including the hardest.
- 03
Measure
Times, hand-offs and failure points recorded.
- 04
Correct
A station-level plan with training and checks.
Work
Selected Work
View Case Study2024
Frequently Asked Questions
How many services do you observe?
Enough to cover the peak, a normal service and a difficult one. A single visit shows a snapshot, not a system.
Do you write the procedures as well?
Yes, where gaps are found. They are written short and in the language the team works in, or they will not be used.
Services
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Operational Audit
Operational Audit request
Tell us about the business and what you need, and we will come back to you.
Start a Project
A review of how the operation actually runs, including field visits where appropriate.