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The 3 Biggest Problems With Restaurants' Back-of-House Complaint Systems (& How to Fix Them)

If you’re involved in a restaurant chain’s QA department, you’re probably aware that managing back-of-house (BOH) product complaints is a grind. The hours spent clarifying issues with restaurants, contacting suppliers, writing reports, and summarizing that data often becomes a full-time role. The worst part? You didn’t get into food science to deal with complaints and paperwork, you wanted to actively improve your brand’s food safety and quality! 

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The Problem with Restaurant Quality Management Systems

A reliable quality management system (QMS) is a vital component of any successful organization, and the specifics of that system will differ greatly depending on the goods and services an organization provides. Within the restaurant industry, while many brands are still utilizing in-house developed processes, proactive companies have opted for more advanced systems from third-party providers to improve the effectiveness of their food safety and quality assurance programs. However, many companies who have used these third-party platforms often end up attempting to apply the standards of one industry to the needs of another, at great expense.

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Is your Data just a Needle in a Haystack?

As your products travel through the supply chain, they collect an invisible trail of test results and data points. Some of these data points are prioritized and captured by your QA team, while others are simply ignored or fall through the cracks.

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Managing QA from the C-Suite

The limitation of traditional restaurant quality assurance measures is that you never realize you have a problem until your QA Director shows up to your office at 5:00 PM on a Friday night; and by then it's too late. Problems can arise when you least expect them to, and something seemingly minor can blow up into a big crisis - and crises can harm your company’s bottom line and reputation.

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So, You’re QA Director... Now What?

In a modern restaurant chain, maintaining restaurant and supplier compliance, managing product specifications, completing audits, and coordinating a staff with incredibly high turnover rates makes the role of QA Director extremely challenging. Fortunately, there is technology available to assist and enable you to manage more effectively than ever before. The best part? All you need is an internet connection.

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Big Data – Linking Restaurants & Food Safety

For quality assurance and food safety professionals within the restaurant industry, emerging technology is simplifying processes and adding assurances that all elements in the food supply chain are healthy, clean, and safe for consumption.

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Are Consumers Redefining Food Safety?

For most people who work in the food industry, the definition of “food safety” may not seem difficult. However, maybe it’s time we stopped and considered how food safety is defined by our most important stakeholder, the consumer.

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The Evolution of Restaurant Food Safety & Quality (Infographic)


At any given restaurant, you’ll find technology being used in every aspect throughout the business. This technology is constantly adapting to make your business run more efficiently, increase your bottom line, and provide your customers with a greater experience than ever before.

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Where Can I Get Those Magic Food Safety Gloves?

 

I was at a meeting today that finished just before lunch. It was in a recently developed area I’d not been to before, so I decided to pop in to a restaurant and grab a bite to eat before heading back to the office.

It was a beautiful new place, all white tiles and stainless steel with some funky hipster artwork to offset the slightly clinical look. I approached the counter to place my order, and there they were! In use! Right in front of me!

Magic Gloves!

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The 5 Awesome Things I learned at the QA Executive Study Group Meeting - October 2016.

 

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