Chilis has 5 managers, 1 GM (who over looks store operations), a bar manager who takes care of all the alcohol sales, a floor manager, and 2 assistant managers. At the beginning of every shift a server is given goals to reach and are expected to sell this amount of any item. If these goals are not met for that month, Corporate comes in to assess the problem and possibly put a new manager in place. Each individual Chilis has its own set of individual goals to meet per hour, per shift, per day, per month and those goals are tracked. In the back of the store the server and managers will gather to see if their goals were reached, if not the manager will talk it over with their servers, and Corporate will talk to the GM to handle the problem if it persists. Once a month a company called Ecolab come into each Chilis and inspects them. Ecolab is the global leader in cleaning, sanitizing, food safety and infection prevention. They deliver comprehensive programs and services to foodservice, food and beverage processing, health care, and hospitality markets in more than 160 countries. Brinker International (The Company that owns Chilis) also hires shoppers to come in and test the servers knowledge of menu items in order to ensure the best quality service possible. Chilis does engage in continuous improvement as they use a 5 for 5 standard. 1. Appetizers 2. Soups 3. Deserts 4. Drinks 5. Margaritas. Each month these 5 just listed have to sell enough to reach the goals set and to receive "5 for 5." If they fail to reach the 5 for 5 standard, Corporate will come in and manage that individual Chilis for a week. Chilis uses a fishbone diagram because anything needed to be listed as a problem can be in that kind of diagram. Chilis does not engage in Six Sigma practices. As for any new ideas I think Chilis should consider, I would recommend they give employee benefits to help promote motivation in the work place.
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