Details

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Operational Mastery

Duration: 2 Days

Introduction

This 2-day intensive program equips outlet teams with practical frameworks, hands-on activities, and step-by-step operational guidelines to restore brand strength, leading a team, improve service quality, and uplift sales performance.

Learning Outcomes

After attending this program, learners will be able to do the following:

• Apply structured suggestive selling and upselling techniques
• Enhance customer experience through kiosk interaction and QR ordering upsell touchpoints.
• Maximise manpower productivity using cross-training, micro-tasking, and SMART deployment.
• Improve admin accuracy for inventory, wastage, temperature logs, and daily reporting.
• Lead small teams effectively using simple leadership and performance management frameworks.
• Solve operational issues using structured tools and develop actionable outlet improvement plans.

Key Content

Module 1: Brand Revival & Sales Repositioning

• Brand Identity & USP
• Product Storytelling & Freshness Positioning
• 3S Selling Framework
• Upselling Scripts & Customer Engagement Lines
• Product Pairing Strategy

Module 2: Customer Experience Journey (CEJ) Enhancement

• Customer Journey Mapping
• Golden Triangle Display Rule
• QR Ordering Upsell Touchpoints
• Onsite Interaction Techniques
• Reducing QR Drop-Off

Module 3: Daily Operations Excellence (Production + Display)

• 3R Ops Framework
• Opening Production SOP
• Display Rotation SOP
• Freshness Indicators
• Peak-Hour Production Flow

Module 4: Manpower Planning & Productivity for Operations

• SMART Deployment Model
• Cross-Training Matrix
• Micro-Tasking
• Zoning Strategy
• Productivity Boosters

Module 5: Admin & Ops Management

• A.C.E Admin Framework
• Daily Count & Wastage Log
• Temperature & Timing Records
• Micro-Counting Technique
• Reporting Discipline

Module 6: Leadership for Operation Teams

• L.E.A.D Leadership Framework
• Motivating Small Teams
• Handling SOP Resistance
• Daily Briefing Techniques
• Micro-Recognition Moments

Module 7: Performance Management & Problem-Solving

• 5-Why Problem Solving
• Identifying Defects
• Early Warning Signs
• Corrective Action Steps
• Preventing Repeat Mistakes

Module 8: Advanced Operations & Consistency Control

• 3C Consistency Model
• Peak-Hour Command Plan
• Daily Ops Walkthrough
• Quality Assurance Checkpoints
• Multi-Outlet Consistency

Module 9: Upselling Integration with Operations & QR System

• Framework
• QR Menu Optimisation
• Onsite Upsell Timing
• Add-On Strategy
• Habit Formation Techniques

Module 10: Outlet Action Plan & Commitment

• Outlet Improvement Priorities
• Daily/Weekly/Monthly Action Planning
• Accountability Tools
• Transformation Roadmap
• Commitment Declaration

Target Audience

This program is for outlet supervisors, team leaders, senior crew, and frontline staff responsible for outlet operations, customer service, sales, team leadership, and operational consistency.

Methodology

• Interactive lecturing
• Interactive Question & Answers
• Slides Presentation
• Roleplay simulation
• Guided reflection
• Demo and practices