Staffing shortages and high turnover are persistent challenges, but Panera didn’t just patch holes. They rebuilt with purpose, reinforcing their foundation by leaning into operational standards and team empowerment.
During a recent Crunchtime Ops Innovators webinar, Lucretia Quigley, VP of Operations Standards & Growth Initiatives at Panera, shared how their team is using Crunchtime’s Operations Execution solution, Zenput, to drive operational excellence, support staff, and maintain a consistent guest experience, even during turbulent times.
Quigley stated, “The most important thing in our organization is people first. Being very consistent in the discussion about how the standards tie into your core values. We teach this through the interactions we have with our associates and how we exemplify it throughout all levels of management.”
Panera’s operational excellence is rooted in consistency. With Crunchtime, they’ve implemented tools and processes that ensure every café is customer-ready, every shift.
“We have many processes in place to make sure a shift is customer-ready. We have our Zenput daily agenda, which is a timed readiness checklist to make sure everything is in place to provide the service that our customers expect,” said Quigley.
This approach doesn’t just improve efficiency, it builds confidence among team members. With clear expectations and visual guides integrated into kitchen display systems, everyone knows what’s needed, when, and how.
Quigley added, “It is very important that each step of the food preparation process is clear, simple, and easy to execute to help each team member ensure the build and the quality of the product is the same.”
At Panera, training isn’t just an onboarding tool; it’s a continuous advantage. Setting clear expectations and providing structured training ensures that every associate, regardless of experience, can deliver a great guest experience.
“To protect guest experience, it is important to ensure that you have strong operational standards and that you set clear expectations around how important those standards are. In order to set that foundation, you need to have an excellent training process,” said Quigley.
Ready to Strengthen Your Own Ops?
In a rapidly evolving restaurant industry, brands must evolve quickly in order to maintain or grow their market share. Panera Bread’s success story is a powerful example of how brands can leverage technology and standards to thrive, even in the face of industry-wide disruption. Want to see how your brand can stay ahead?
Download our free guide:
5 Ways Restaurants Are Securing Market Share During Uncertainty
Panera Bread leverages Zenput, Crunchtime’s Operations Excellence solution, to streamline and elevate execution across its extensive network of over 2,200 fast casual bakery-cafes nationwide. By standardizing food safety protocols, automating task management, and enabling real-time visibility into operations, Panera empowers its teams to deliver consistent, high-quality guest experiences every day.