Intro
During my 12 years as a franchise consultant at Starbucks, I partnered with operators in high‑cost labor markets to solve persistent labor and productivity challenges. This engagement focused on one partner whose labor costs and productivity were undermining profitability and team morale.
Challenge
- Labor: 34% of sales — unsustainable in a high‑cost market.
- Productivity: 15 UPH (units per hour).
- People: Declining employee satisfaction and inconsistent customer experience.
Approach
- System implementation: Deployed a modern scheduling system tailored to demand patterns.
- Training: Delivered hands‑on manager and team training to ensure adoption.
- Optimization: Rebalanced shifts using real‑time sales and traffic data.
- Change management: Built feedback loops and coached leaders to reinforce fair scheduling and accountability.
Results
- Labor reduced: 34% → 29% of sales (all‑time low).
- Productivity increased: 15 UPH → 24 UPH (60% improvement).
- People impact: Employee satisfaction improved; teams reported fairer schedules and better work‑life balance.
- Customer impact: Faster service and higher customer experience scores.
Takeaway
This project shows how the right scheduling technology, combined with practical training and leadership coaching, delivers measurable financial savings while improving team engagement and guest experience.