CrossCheck Case Study: Healthcare Patient & Retail Dining
The Mayo Clinic
- 98 CrossCheck Evaluations Across 12 Months
- Implemented Gold Level “Cure” Action Plans
- Uncovered Overlooked Performance Lapses
- Increased Program Participation and Revenue
Challenge – Consistency and Continuous Improvement
Based in Rochester, MN, the Mayo Clinic provides world-class healthcare at many facilities across the country and is committed to meeting and exceeding expectations in everything they do. Regarding their food and nutrition program, their highest priorities with periodic evaluations of the hospitality services were: 1) fostering consistent, high-quality operations, and 2) driving continuous improvement by correcting any low-performing criteria completely the first time. The Mayo Clinic also desired a quality assurance partner that would work directly with service providers and administrators to ensure all identified opportunities were addressed.
Solution – Gold Level Action Plans Ensure Success
The Mayo Clinic adopted the CrossCheck Gold Level service so that CrossCheck could work directly with hospital site administrators and service providers to transform operations. In the Gold Level program, the action plan process and prescriptive follow-ups allow for a collaborative path towards continuous improvement. CrossCheck was customized to ensure the highest levels of food safety and hospitality were being delivered to both patients and staff. CrossCheck would provide focused remedies for all areas falling below expectations and work directly with the operator to ensure follow-through. In addition, CrossCheck would develop process changes and introduce new polices to mitigate future issues.
Results – Better Experiences Promote Participation
CrossCheck improved the entire user experience for patients, hospital visitors, and staff—and program retail revenue increased. The Mayo Clinic was impressed with how CrossCheck uncovered previously overlooked minor lapses in meeting safety standards and adhering to protocols. CrossCheck also pointed out areas for improvement that were not in the initial evaluation criteria, such as a vending subcontractor not maintaining clean and operational machines 100% of the time. An additional successful outcome was introducing foodservice marketing initiatives that included weekly menu distribution and ongoing promotions of enhanced offerings, combo meals, and nutritional awareness.
CrossCheck Case Study: Campus Dining
Stevens Institute of Technology
- Satisfaction Now in 85th Percentile
- Higher Service Standards Established
- Ongoing Training and Engagement
- Voted No. 11 “Best Dining Hall”
Challenge – Overtasked, Understaffed, & Handcuffed
The administrative responsibility distribution at Stevens Institute of Technology was unusual because the Dean of Resident Life also managed the entire dining service program. With this breadth of responsibility, the Dean was unable to oversee the contract requirement details of the operator, who was in the 7th year of a 13-year contract. The dining service contractor’s performance had become inconsistent and student satisfaction with the program was declining. Multiple quality and customer service issues were demanding attention and not being addressed, and there were few processes in place to mitigate issues.
Solution – Semiannual Quality Assurance Checkups
After a comprehensive RFP process to find the “right” operator, Stevens implemented a CrossCheck evaluation program to monitor performance and set new service standards for continuous improvement across all campus venues. Then Stevens, CrossCheck, and the operator worked together to establish criteria for CrossCheck to focus on the most crucial areas that would drive student satisfaction. The client committed to full, semiannual CrossCheck Quality Assurance assessments across all locations, including resident dining, retail cafés, catering, and coffee bars. The evaluation criteria focused on back-of-house safety practices and quality protocols as well as front-of-house standards and customer service expectations.
Results – A New Culture of Quality and Excellence
The students at Stevens noticed a quick and dramatic improvement in the dining service programs, and student satisfaction gains were quantifiable through survey results that improved from the 50th percentile to above the 85th percentile. CrossCheck continuous improvement action plans include ongoing marketing campaigns, customer service training, and staff engagement. The variety of dining service offerings continues to expand with rotating specialty meals, fresh foods, smoothie options, grain bowls, and even an “allergen-free” room.
CrossCheck Case Study: Corporate Cafés & Catering
- 100 Assessments at 18 Locations
- Customer Participation – Up 10%
- Customer Satisfaction – Up 12%
- Per-Employee Subsidy – Down 40%
Challenge – Incentives without Accountability
Nationwide signed a five-year enterprise contract with a new outsourced hospitality venue operator. The contract included SLA requirements for safety, sanitation, service, marketing, and other services, as well as incentives to meet enhanced quality standards. However, Nationwide wanted another level of protection for its investment. For accountability and measurable continuous improvement, Nationwide called IHS.
Solution – CrossCheck with Real-Time Reporting
IHS implemented their CrossCheck program, redefined certain evaluation criteria to match contract requirements, and began completing unannounced assessments at 18 Nationwide hospitality venues managed by the operator. Nationwide and the outsourced operator received all the real-time results from the field, and the results were entered into a resource database. In addition, IHS held interactive work sessions with both Nationwide and the operator to discuss trends, risks, and opportunities, developed action plans for continuous improvement, and monitored progress.
Results – Improved Performance and Reduced Costs
The CrossCheck program has completed over 100 assessments since the start of the program in 2012, and Nationwide has seen a steady increase of performance in the 18 hospitality venues. The company experienced a 10% increase in customer participation and a 12% rise in customer satisfaction across the portfolio. Nationwide reduced overall hospitality venue expenses and reduced “operating subsidy per employee” by 40%.