Gong cha Uses Crunchtime Ops Execution to Improve Task Completion, Guest Return Visits, and Brand Standards

Gong cha increased brand standards compliance and improved above-store oversight across its 400+ stores in North America with Ops Execution. The increased visibility and access to real-time data empowers leadership to make more informed decisions and will help scale its store and field operations teams as it adds 300+ U.S. locations in the next two years.

CHALLENGE

Lack of data integrity, visibility, and accountability

Tacala Companies was using a variety of pen and paper methods to carry out daily operational activities and food safety review checklists across their Taco Bell stores. The leaders at Tacala Companies, including Ken Guardino, Ops Services Director, found that the manual process of recording and sharing data led to inefficient and inaccurate results.

Management didn’t have clear visibility into how each store’s checklists were being filled out and recognized the associated risk and opportunity for improvement. To get ahead of potential guest and food safety issues, the team set out in 2019 to find a technology partner that would help them:

Execute operations with ease
Make data-informed decisions with integrity
Foster accountability throughout the entire team

Once Tacala Companies found Ops Execution, the Taco Bell franchisee was eager to test out the platform in 30 stores to replace its pen and paper processes. To garner buy-in from its pilot stores, Guardino noted, “We really went down the path of explaining to [the stores] why we were doing this, helping them understand that while paper and pencil worked for decades, technology is here in a way that will help you as a manager, as a person that’s in charge of leading your team, to serve your customers and your team members... it will allow you to be more efficient in what you do and hold yourself and others accountable.”

The stores that tested Ops Execution adopted the platform very quickly and positively, and soon, the tool was rolled out in phases by region to all of the remaining stores. As the stores developed trust in using the system, Tacala Companies began to use Ops Execution in many additional areas of the business beyond operations, including, but not limited to:

Visit plans for above-store leaders and area coaches
Executing brand SOPs like food safety checklists
Conducting audits

Tacala Companies also utilizes bluetooth thermometers integrated with Ops Execution on their tablets. Using this kind of technology allows the franchisee’s teams to keep an automated and close tab on their food safety and eliminates the possibility of human error in temperature readouts. Crunchtime Temp Monitoring also enables operators to receive instant alerts and corrective actions when food or equipment levels go out of range, so teams can react quickly and get ahead of any potential food safety incidents. “As time went on, we kept getting better and better at the execution of our food safety review checklist at the store level,” Ken says.

RESULTS

Significant improvements in operational consistency, compliance, and decision-making

Within just the first year of rolling out Ops Execution, Gong cha improved operational performance in several key areas:

• 49% more daily tasks completed, demonstrating consistent execution of operational priorities and enhanced team accountability

• 20% better compliance with brand standards, ensuring a more uniform and high-quality experience across all locations

• 25% increase in guest return rates, reflecting stronger customer loyalty and consistent positive experiences across locations

• 20% increase in guest satisfaction, measured by Net Promoter Score (NPS), highlighting the impact of operational excellence on customer experiences

The data-driven insights provided by Ops Execution also empowered district managers to address operational weaknesses effectively. One franchisee—initially among the lowest performers—transformed into a top-three operator within only 90 days by following a customized action plan based on the insights from Ops Execution reports. This success illustrates the platform’s ability to drive meaningful and lasting improvements.

“Crunchtime Ops Execution was the right choice for us because it’s very easy to use, makes sense, and helps us standardize operations as we scale,” said Kahn. Gong cha’s commitment to operational excellence and brand integrity ensures that it will remain a leader in the competitive premium tea market.

RESULTS

Significant improvements in operational consistency, compliance, and decision-making

Within just the first year of rolling out Ops Execution, Gong cha improved operational performance in several key areas

49%

more daily tasks completed

demonstrating consistent execution of operational priorities and enhanced team accountability

20%

better compliance with brand standards

ensuring a more uniform and high-quality experience across all locations

25%

increase in guest return rates

reflecting stronger customer loyalty and consistent positive experiences across locations

20%

increase in guest satisfaction

measured by Net Promoter Score (NPS), highlighting the impact of operational excellence on customer experiences

RESULTS

Cost savings, reduction in task management time, and improvement in brand audit scores

Tacala Companies saw outstanding improvements in both cost and time savings as well as data integrity with Ops Execution. “The biggest cost reduction was the elimination of the booklets that housed all of our paper checklists. We’re actually saving tens of thousands of dollars within our organization,” Ken says.

The Taco Bell franchisee also achieved a 5% reduction in task management time with the projects and forms functionality in Ops Execution. With their time freed up, Tacala’s managers can focus more on providing an exceptional guest experience and ensure the delivery of “safe food with kind service."

Since Tacala Companies started leveraging Ops Execution, they’ve been able to achieve a lofty 6% improvement in brand audit scores since 2020, making the franchisee’s owners extremely pleased. The franchisee attributes a large part of that success to how its teams leverage Ops Execution during area coach visits. “They arrive in a restaurant, utilize Ops Execution to record their visit from a customer perspective, talk to team members, then they continue on with their teaching,” Ken asserts. “Our area coaches love that. It keeps them focused, engaged with their managers and their team members while having fun at the same time teaching others.”

Taco Bell Corporate was quick to notice Tacala Companies’ success using the operations execution tool — so much so that Ops Execution has been adopted by 6,800+ corporate and franchised Taco Bell stores as of 2023.

Tacala Companies has also received recognition as a finalist in Crunchtime’s inaugural Ops Excellence Awards in 2023, painting a bright future of operational excellence for Tacala Companies and other Taco Bell groups. Ken shares, “Being an Ops Excellence Award finalist demonstrates the commitment and dedication of our Tacala team to utilize Crunchtime Ops Execution to improve ops and allow us to share our success with others.”

"As time went on, we kept getting better and better at the execution of our food safety review checklist at the store level."

Ken Guardino
Ops Services Director, Tacala Companies

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