How Aurelio`s Pizza Improved Accountability with FranConnect`s

How Aurelio`s Pizza Improved Accountability with FranConnect`s

How Aurelio’s Pizza Improved Accountability
with FranConnect’s PerformanceWise
Case Study
Within a short time period, 40-unit Aurelio’s Pizza has accomplished what most franchisors
dream of:
Case Study
35% increase in system wide sales
9% increase in same-store sales
10% across-the-board improvement in quality assessment scores for store
cleanliness, service and product preparation
50% reduction in customer complaints
...and franchisee moral is at an all-time high!
What’s fueling Aurelio’s successful revitalization?
Aurelio’s partnered with FranConnect ® to implement a continuous improvement program
powered by the PerformanceWise™ franchisee performance management software.
What happened next an "implementation of" is franchise best practices that any franchising
organization can use to achieve outstanding results.
“What gets measured gets improved” – Kirk Mauriello, COO, Aurelio’s Pizza
Founded in 1959, Aurelio’s Pizza is known for its family friendly atmosphere and legendary
thin crust Chicago-style pizza. A family-owned business throughout its 55 years, Aurelio’s Pizza
had plateaued at about 40 units, most of which were in close proximity to the original location.
Second generation owner Joe Aurelio knew that the chain had untapped growth potential, but
operational and quality control challenges had limited Aurelio’s growth.
The Aurelio family hired Kirk Mauriello no
relation as COO to transform growth-stunted
Aurelio’s into a cutting-edge chain poised for
strong franchise expansion. Mauriello’s vision
was to provide franchisees with the ability to
see, at any given time, how their stores were
performing operationally, and what specific
action steps were needed to raise sales,
profitability and customer satisfaction.
“Success in franchising hinges on getting
franchisees to take responsibility for the
performance of their stores, and holding them
accountable for the results,” says Mauriello.
“
I often say that if you don’t measure it,
don’t expect it to change. PerformanceWiseTM
provided Aurelio’s with the ability to identify
areas of concern, define action steps for
improvement, and measure our progress on an
ongoing basis. I can’t overstate the critical role
the PerformanceWiseTM program has played in
transforming Aurelio’s Pizza into a world-class
franchise organization.
Kirk Mauriello, COO
Aurelio’s Pizza
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Case Study
“But we can’t expect accountability if we don’t provide franchisees and managers with clear
expectations and direction, and the tools to measure their ongoing improvement efforts.”
Mauriello found the resource he was looking for in FranConnect’s PerformanceWise Solution.
PerformanceWiseTM : 5 Keys to Operations Transformation
PerformanceWise was developed to give franchisors the best possible tool for measuring and
managing franchise operational performance.
The PerformanceWise program is based on a 5-step process for continuous operational
improvement.
Step 1: Define the operational ideal
Using PerformanceWise software, the Aurelio’s operations team was able to create iPad enabled
compliance forms for recording operational and compliance data during field visits, and
comparing that data to the requirements defined in the Aurelio’s Operations Manual. Easy-to-use
digital forms, many using drop-down menus, were created for every aspect of store
operations, from the condition of the facility and equipment, to customer service, to food
preparation.
Step 2: Measure each outlet against the ideal
Aurelio’s field consultants used the electronic forms on their iPads to conduct thorough
objective assessments of each franchise and company location. Detailed assessments of each
functional area were recorded with both preset and custom generated comments. Photos
documented food preparation, presentation, cleanliness, and store appearance issues which
were integrated with the corresponding survey section.
Step 3: Assign action steps and due dates for correcting deficiencies
When an issue was recorded, PerformanceWise immediately generated required tasks to solve
the issue. It assigned tasks to the person responsible and set a deadline to have the condition
resolved. The operational issues and the action steps were then uploaded to the store’s central
dashboard, and notifications were sent to all parties, including the franchisee, store
management and corporate support team.
Step 4: Follow up regularly to ensure accountability & results
After the first round of assessments was completed, Aurelio’s franchisees and corporate
management could see, in real time, where each store was succeeding and failing, where the
most critical issues were, what action steps were needed to rectify the situation, and who was
responsible for each task. Field assessments were no longer perceived as vague or subjective by
the franchisees, especially when photos of the issue could be reviewed and discussed.
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Step 5: Repeat process while monitoring and rewarding improvements
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Aurelio’s corporate office had set a goal for all stores to reach a compliance rate of at least 90%
of the ideal. The initial round of assessments indicated that Aurelio’s stores were, on average,
operating at 75% of full compliance. The detailed analysis and task lists enabled franchisees,
managers and support personnel to hone in on the problem areas and focus on the areas of
greatest deficiency. Each new round of assessments showed significant progress, and
across-the-board compliance quickly rose a whopping 10%! Within months, the Aurelio’s
chain was posting higher same-store sales, higher systemwide sales, and increased
customer satisfaction ratings. For the first time in Aurelio’s 55 year history, franchisees,
managers and support staff had clearly defined, mutual goals and the specific action steps
needed to achieve them.
The implementation of PerformanceWise energized the entire Aurelio’s system, and put the
respected brand back in the fast lane.
More ways PerformanceWiseTM enables ongoing operational improvements
Systemwide data enables systemwide
improvements
PerformanceWise enables franchisors to
compile operational data systemwide and
analyze it by functional area, region or
franchisee… either at a given point or over
time. According to Kirk Mauriello,
PerformanceWise reports helped Aurelio’s
identify and address critical product
consistency and performance problems, which
were then addressed and solved with
additional communication and training.
“
Aurelio’s Pizza is a quality-driven franchise
organization with a passion for product
excellence and franchisee success. I am
pleased that PerformanceWise provided the
tools to enable them to reach the next level
and do what they do best: provide franchisees
with what they need to build profitable
restaurants that deliver an amazing dining
experience.
Rick Arevalo, President
PerformanceWise
Franchisee rankings foster positive
improvements
Franchise owners and managers are competitive and no one wants to have a low-performing
store. PerformanceWise enabled Aurelio’s to harness that competitive spirit by communicating
ongoing, up-to-date rankings of high-to-low performing stores. According to Kirk Mauriello,
sharing store operations rankings was a powerful motivator, and franchisees and store crews
had an extra incentive to keep their store in the upper rankings. As Kirk Mauriello states, “When
everybody gets to 90% nobody is in last anymore. “
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Many of Aurelio’s franchisees are absentee
owners, and some live at a distance from their
franchises. The PerformanceWise online
dashboard gives franchisees the opportunity to
review their operational assessments, action
steps and due dates remotely and at any time.
Additionally, Aurelio’s provides the
PerformanceWise assessment forms to
franchisees so that they can use it in training and
for performing their own inspections.
Finally, the PerformanceWise system provides a
great tool for setting goals, benchmarks and
incentives for their managers and staff.
To learn how PerformanceWise can transform your
franchise program or to arrange a
demonstration, call 1-800-280-8305.
Ranking stores with PerformanceWiseTM
“
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PerformanceWise gives franchisees a
powerful management tool
If we had ranked stores with our old,
paper-based system it would have seemed
more subjective and franchisees would resent
the rankings because they think we were
playing favorites, favoring the company stores
or favoring the “pet franchisees.” But with
PerformanceWise, the data is detailed, objective
and accessible. Everybody can take a look and
see that it's fair and objective - then they can get
competitive and hold themselves to improving
their rankings... Plus, when everybody gets to
90% nobody is in last anymore.
Kirk Mauriello, COO
Aurelio’s Pizza
About Aurelio’s
With a history as rich and entrenched in the community as the pizza that it's famous for, the very
first Aurelio's restaurant opened on Ridge Road in Homewood, IL. It was the pride and joy of
Joseph A. Aurelio, Jr. who decided to give it a go as a restaurateur at the age of 26. With its
legendary “old oven” dating back to 1959, Aurelio’s was a pioneer in the concept of the Family
Pizzeria in the United States, and helped launch pizza into the American lexicon. Since that time,
Aurelio’s has become one of Chicagoland’s claims to fame. Transplanted Chicagoans all over the
map have helped to bring their favorite pizzeria franchise to 41 cities across six states, growing a
strong fan base for the taste of Aurelio’s.
For more information visit www.AureliosPizza.com.
About FranConnect, Inc.
FranConnect is the leading provider of Franchise Management Systems as more than 500 brands
use the company’s comprehensive systems to establish, grow and manage their franchise
operations. FranConnect’s integrated suite of applications allows franchisors to manage all
aspects of their operations including Franchise Sales, Marketing, Financial Data Collection and
Analysis, Royalty Invoicing and Automated Funds Transfer, Contract and Legal Document
Management, Customer Relationship Management, Help Desk, Franchisee Support, Online
Training, Supply Management, Automated Ad-Builder, E-mail Marketing, Franchisee Websites,
ZIP Code Locator Service, QuickBooks, Peachtree and POS Integration.
For more information, visit www.FranConnect.com.
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