What is the Performance Matrix?
Where does Performance Matrix Data Come From?
The Performance Matrix is a web application that delivers Global Restaurant Operations Improvement Process (GROIP) data in a format that combines the Quality, Service, Cleanliness, People, and Food Safety results from restaurant Operations Reviews with the results from Mystery Shops, Sales, and Transactions. Employee Commitment Survey Results are also included.
The Performance Matrix presents data at all consolidation levels, including the following:
Country
Region
Field Service Manager/Operations Manager
Operations Consultant/Area Supervisor
Owner/Operator
Restaurant
Consolidation levels differ, depending on your country. Your national flag displays on each page of the Performance Matrix application, and appropriate consolidation group names display on view headings.
Your access to specific consolidated data is determined by your user profile. For example, Region Users can view data for their region only, and all lower levels (for example, all Operations Managers within the Region). Owner/Operators can only view data for their organization and individual restaurants. Performance data is generally available either separately or combined for McOpCo and franchisee restaurants.
Components of the Performance Matrix include the Scorecard Summary, QSCP Results, Top Opportunities Reports, and Mystery Shop/Customer Satisfaction Opportunity Trending Reports, Employee Commitment Survey Results, and the Visit Preparation Report. For more information on these components, see Performance Matrix Views below.
Data sources for Performance Matrix are as follows:
|
Operations Review |
Scores and exception data are uploaded using the Global Data Collection Tool (GDCT) application. Operations Review results are available after two business days, following receipt of the transmitted information from the Operations Consultant. |
|
Mystery Shop |
Mystery Shop results are available after two business days, following transmission from the Mystery Shop vendor. Vendor data includes day part, week part, question level detail, and service times in seconds. |
|
Sales and Transaction Counts |
The global corporate repository, Schedule 15, is the source for Total Sales and Transaction Counts. |
|
Restaurant List |
The Performance Matrix provides restaurant lists by region, consultant, manager, or operator, with summarized Q, S, C and P performance results, depending on your user profile. For example, regional users can access a list of all open restaurants in their particular region. For Operations Consultants, Area Supervisors, Field Service Managers, and Operations Managers, the list contains all open restaurants for which you are currently listed as responsible in the Global Business Location (GBL) system. Note: A restaurant can only be included in the Restaurant List of one Operations Consultant/Area Supervisor, and one Field Service Manager/Operations Manager. For example, McOpCo restaurants are NOT included in the Operations Consultant's QSCP Restaurant List; these restaurants appear in the Area Supervisor's list. |
|
Employee Commitment Survey Data
|
Employee Commitment Survey data is transmitted daily from the vendor and tends to include surveys consolidated the prior week, but adjusted data may be sent for prior periods. Scores displayed in the Performance Matrix are calculated from each restaurant's most recent survey results. |
|
Top Opportunities |
Top Opportunities reporting uses the same data sources used in other Performance Matrix components, including results from FOR visits. |
Each country's information contained within the Performance Matrix databases are refreshed on a daily basis. The application is available for usage during the refresh periods. Countries are classified in one of two areas of the world: Eastern or Western Hemisphere. Refresh times are as follows:
Western Hemisphere: 00:00 AM Central Standard Time
Eastern Hemisphere: 12:00 PM Central Standard Time
For more information on restaurant data selected for GROIP processing, see the Business Rule Summary.
The figure below illustrates the rolling 18-month cycle of the GROIP, as well as its inputs and outputs.
The Performance Matrix houses the gathered "input" information, allowing you to easily access any of the data. In between Operations Reviews, you will be able to use the information provided in the Matrix to help you to determine if you are moving Quality, Service, Cleanliness, Food Safety, and People in the right direction. Performance Matrix information will also help you determine where strengths and opportunities exist.
The Performance Matrix also plays a key role in GROIP "outputs." Through Operations Reviews and related Action Plans, it can identify the real root cause of any problem, which will in turn lead to Quality, Service, Cleanliness, People, and Food Safety superiority.
In the current cycle, Operations Reviews occur between April 1 of 2007 and September 30, 2008 System Training Days are conducted as determined by the country. Restaurants that are rebuilt, relocated, or have an ownership change during the cycle must have a Systems Training Day completed. Each restaurant receives one FOR and at least two SORs, as long as the restaurant was open before October 1, 2007. Additional visits are required if a restaurant fails a FOR, SOR or Food Safety visit.
Non-standard review schedules include:
Restaurants opened during last 12 months of cycle - review schedule based on proximity of the open date to the end of the cycle.
Rebuilt, relocated, and ownership change restaurants - review schedule based on proximity of the rebuild/relocated/ownership change date to the end of the cycle.
Seasonal sites open less than 12 months per year.
For specific review procedures, please refer to the QSC Workbook. For specific information on business rules for handling rebuilt, relocated, and closed restaurants, and ownership changes, see the Business Rule Summary.
The list below identifies
all views available in the Performance Matrix application.
Note: Not all views are available to all users. The views you see
depend on your country and user role.
Scorecard Summary
QSCP Views
QSCP Details (Restaurant Details for all QSCP performance categories)
Operations Review Exceptions (Quality, Service, Cleanliness, People, Food Safety Exceptions for a Restaurant, link to Comprehensive Visit Report)
Mystery Shop Questions Missed (Quality, Service, Cleanliness Questions Missed for a Restaurant, link to Mystery Shop Visit Report)
Top Opportunity Views
Mystery Shop Trend Views
Employee Commitment Survey Results
Visit Preparation Report
The current version of Performance Matrix is G2.2.