Key guest support mechanisms (KGSMs) at K&N Management, a US Owner of Restaurant Chains, were reviewed and refined during strategic planning. KGSM requirements were determined as quick and accurate order placement, personal interaction, friendly service, and to be able to seek information, ask questions, make comments, and quickly get answers. KGSM requirements were built into the training process and deployed to team members through the job requirements, training, coaching, and communication. K...

BPIR Categories

1.1.3 Design customer surveys
14.1.1 Design & deploy performance measurement system
13.1 Develop and manage supplier/customer partnerships

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