Strategic Update and Performance Review June 2011 Strategic Plan ARAMARK Higher Education is aligned with the goals of South Dakota State University. This Strategic Update and Performance Review summarizes our actions in support of those goals and the associated measurable outcomes that matter most to you and your customers. GOAL: Enhance academic excellence and strengthen scholarship and artistic activities. This goal includes: • Ensuring accesswith to higher educationthat foster engagement and GOAL: Provide all students experiences • Improving excellence in student learning academic success inside and outside the University classroom. • • • • • Recruiting and retaining high-performing students, faculty, and staff Celebrating accomplishments Strengthening research, discovery, and creative activities Supporting interdisciplinary scholarship Achieving national recognition through spires of distinction How ARAMARK Aligns with this Goal: ARAMARK supports South Dakota State University’s (SDSU) goal to enhance academic excellence and strengthen scholarship and artistic activities by providing learning opportunities that supplement the academic curriculum and prepare students for future roles as leaders and innovators in the workforce. Activities to Support this Goal (1): • Continue to offer and enhance the Student Manager and Internship Programs for current SDSU students to prepare them for future positions in the hospitality industry. We provide opportunities for students to engage in real-life job experiences and help prepare them for the next phase of life, being good citizens and leaders. We often offer full-time employment to students who have worked with us during their undergraduate education. Performance Metrics: • We currently offer six internships throughout the school year: nutrition, marketing, concessions, catering, purchasing, and retail. • ARAMARK employs 294 student workers; 16 were promoted to student manager positions this year. • SDSU alumni Claire Larson and Tim Goldammer, former SDSU Dining Service employees, were promoted from within ARAMARK. Claire now serves at Dakota State University as the catering manager and Tim now works as the assistant food service director at Briar Cliff University. “When I graduated from SDSU with a degree in hospitality management in May 2010, I never thought I would be working in Brookings, let alone SDSU. I began working for ARAMARK in May as the catering supervisor. Throughout my experience at SDSU, I was able to develop my natural abilities and improve my management skill set. Within my 10 months at State working for ARAMARK, I was able to grow professionally as well as personally. In April 2011, I Student Workers at Medary Commons was promoted to catering manager at Dakota State University in Madison, South Dakota.” —Claire Larson “I have worked at ARAMARK since 2008, beginning my sophomore year of school at South Dakota State University. In that time, I 1 have exponentially expanded my professional skills in the fields I am studying—consumer affairs and advertising. Through the opportunities I have had while working with ARAMARK as a student, I know that as I enter the professional world I will have a stronger skill set, a larger network to reach out to, and a portfolio of projects to showcase in order to help reach my career goals.” —Tana Full, Marketing Intern SDSU Marketing Interns “Food Dudes” continued Activities to Support this Goal (2): • Offer scholarships to the College of Education and Human Sciences and participate in the Jackrabbit Guarantee Scholarship Program. Performance Metrics: • Thirteen scholarships totaling $16,335.80 were given to the College of Education and Human Sciences. “We [the Nutrition, Food Science, and Hospitality Department] have very strong food service operation components in our dietetics curriculum due to the partnering with Aramark, and this is reflected in the acceptance rate of our students into highly competitive dietetic internships. Jill Norman and her supervisors take time to mentor our students.” —Kendra K. Kattelmann, PhD, RD, LN Professor and Director, Didactic Program in Dietetics Activities to Support this Goal (3): • Continue to participate (ARAMARK management) as an active member of the Hospitality Management Advisory Committee and Development Committee for the College of Education and Human Sciences to strengthen the degree by providing industry expertise within the curriculum. Performance Metrics: • District Manager Jill Norman serves on this committee. Activities to Support this Goal (4): • 2 Partner with the College of Education and Human Sciences to provide training programs to enhance the curriculum and provide real-life experiences. GOAL: Foster economic growth, vibrant communities, and a sustainable environment. This goal includes: • Contributing to local, state, and regional economic growth by providing graduates with bachelor’s, master’s, and doctor’s degrees • Encouraging innovation, creativity, and inventiveness • Driving science and technology-based economic development through stronger research • Encouraging the arts and humanities • Creating dynamic, sustainable communities How ARAMARK Aligns with this Goal: ARAMARK is committed to strengthening the campus community and college atmosphere by providing quality services and programs that create a heartfelt, memorable experience for students, faculty, and staff. Activities to Support this Goal (1): • Continue to participate in THRIVE, ARAMARK’s employee recognition program, to enhance customer experience and engage our employees. Performance Metrics: • Awarded approximately 50 THRIVE recognitions per month —— Example: Tim Goldammer received a “heartfelt” thrive from Arian Bunde when he was spotted going out of his way to help walk an elderly woman down the stairs at an Art Museum event. Thoughtful:Doing things that really show you care Heartfelt: Being zealously committed to your work Results Driven:Driving for solutions Innovative:Doing things that showcase exemplary employee contributions Valued Trusted:Operating with integrity and delivering on your promises Engaged:Embracing a spirit of partnership and teamwork Engaged employee: Helen Donley, a Larson Commons employee, dressed up as Santa during the holiday meal and went table 3 to table delivering goodies to students. Helen is a fan favorite among students and was even recognized in The Collegian’s summer orientation issue. “Get an omelette from Helen at Larson Commons” was listed as one of the 20 best things to do before you graduate. continued • 4 The management team decorated trees for the Student Union. We themed the trees to showcase Larson Commons, The Market, and Medary Market. Trees were then distributed to community churches and Project Joy. continued Activities to Support this Goal (2): • Provide catering events that complement the culture of the University and enhance the environment for academic events. Performance Metrics: • International Conference: —— African Station —— Asian Station —— South American —— Indian —— Turkish • Dear Arian, Just wanted to thank you again for your efforts and those of your staff on helping us make the conference a great success! I sent out an electronic survey and 85.3 percent responded that they were ‘very satisfied’ (the highest rating) with the food provided. —— Brazilian Another 14.7 percent said they were ‘satisfied.’ No one responded Harriet Swedlund’s events— South Dakota Council on World Affairs: question, ‘Overall, how satisfied were you with the quality of the negatively. I gave people an opportunity to freely comment on the food provided as part of the conference?’ Their responses were —— Chinese New Year as follows: —— Middle Eastern Buffet — Very pleasantly surprised by the thoughtful food arrangements and meals. This aspect made a great conference even better, as food is often overlooked or just ‘ok.’ I feel the meals/food/ drinks were an integral part of connecting and interacting with other conference participants. — Best ever! — The Saturday lunch was amazing. — Best food EVER at a conference! — Superb! — Fantastic — This is the best food I have had in Brookings!! — The best I have ever had at a conference. The international recipes were delicious! — Best food I’ve ever had at a conference! Amazing. — Best conference food ever! — Food was EXCELLENT — Wonderful! — Amazing food!!! — Incredible — Amazing! The best food I’ve ever had at a conference! — Karl J. Schmidt, Ph.D., Director of International Affairs 5 continued Activities to Support this Goal (3): • Continue to support the Multicultural Center by providing culturally diverse meals throughout each semester. Performance Metrics: • Soul Food Meal • Mexican Cuisine Luncheon • Brazilian Earth Day Meal Meal Menu Offerings Soul Food Meal Fried chicken, fried catfish, mashed potatoes and gravy, red beans and rice, fried okra, collard greens, hush puppies, corn bread muffins, and peach crisp Mexican Cuisine Luncheon Spanish rice, refried beans, and hard or soft shell (beef) tacos with toppings, chicken or cheese enchiladas, and flan with coffee caramel sauce Brazilian Earth Day Meal Feijoda (National Dish of Brazil) —— Black beans and pork stew, accompanied by white rice, sautéed kale, and orange slices Brazilian Burger —— Burger patty with mozzarella, fried egg, corn, potato sticks, lettuce, tomato, and mayo Brazilian Pizza Coconut Fried Bananas Activities to Support this Goal (4): • Offer student and community organizations fundraising opportunities through concessions and catering involvement to support their advocacy platforms. Performance Metrics: 6 • Donated $15,050 to SDSU groups and community organizations through concession events • Athletic Trainer Student Association, First Lutheran Church, Microbiology Club, College of Education and Human Sciences, SDSU Bowling Club, SDSU Women’s Hockey, Brookings Swim Club, Wesleyan Oasis College Club, InterVarsity Christian Fellowship, SDSU Interior Design Students, Xi Beta, Children’s Miracle Network, SDSU Paintball Club, and Phi Upsilon • Community partnerships—Nick’s Hamburger Shop and Papa John’s • Campus partnerships—SDSU Meat Science Club and SDSU Dairy Bar continued Activities to Support this Goal (5): • Support Children’s Miracle Network and participate in Empty Bowls benefiting Heifer International, the Hunger Banquet, Brookings Backpack Project, Brookings Food Pantry and other communitybased projects. Performance Metrics: • CMN Dance Marathon—On Saturday, March 19, SDSU Catering donated all of the labor and food services for their hot dog lunch and pasta bar dinner, as well as beverages and a popcorn machine rental throughout the day. The total donation was valued at approximately $1,500. “Dear Arian and the ARAMARK Staff, Thank you very much for all that you did for State-A-Thon, from donating two meals to making sure everything was set up and ready to go. The whole day was exponentially easier. You were extremely generous and helpful throughout the entire process.” —Emily Sumner, Food and Beverage Chair • Empty Bowls —— SDSU Catering donated soup, bread, apple crisp, and coffee. —— Catering Director Arian Bunde assisted with the planning process of the event and provided them with the items needed for setting up the event and leadership of the process. —— The event raised in excess of $9,000, which will purchase from Heifer International a “Gift Ark” of farm animals that will help end the hunger of, and provide a livelihood for, dozens of families worldwide. —— Attendees: Amy Warren, Sara Royce, Sarah Bunde, Arian Bunde (lead). “Dear Arian, On behalf of the Planning Team of Empty Bowls 2010, we wish to express our profound gratitude for your commitment, generosity, time, skill, and enthusiasm in supporting our recent benefit for hunger relief through Heifer International. This event simply would not be the success it has been without you and SDSU Dining Services. The meal was delicious, as it always is, the presentation beautiful and efficient, and the service excellent.” —Susan Rosen, Committee Member, Empty Bowls 2010 7 continued • SDSU Catering donated labor, food, and linens to help make the Hunger Banquet possible. • We donated 72 cases of whole fruit last year for the Brookings Backpack Project. • We partnered with Student Affairs and Student Association’s Kate Wegehaupt for the Brookings Food Pantry and donated $4,441 worth of product, thus far (since program implementation in Fall 2009). • The Harvest Table and Feed Brookings each received $366.68 in support thanks to ARAMARK employees donating $1 for Back-the-Jacks Friday. (Each Friday, they could choose to wear jeans and SDSU apparel if they donated $1.) “Much thanks to all on behalf of the guests of Feeding Brookings. In turn, ARAMARK is supporting their staff through this donation as we have many from campus that come each week for groceries.” —Lisa Marotz, Director of Cross-Generational Ministries • A total of 106 gallons of milk were purchased by students at Jack’s C-Store and donated to the Harvest Table. Students were given the opportunity to use the remainder of their Flex Dollars to support this organization. Activities to Support this Goal (6): • Adhere to Green Stakes, ARAMARK’s environmental stewardship program, that includes water and energy conversion, purchasing paper products with recycled content, implementing daily green cleaning products, and providing sustainable food offerings through our partnership with the SDSU Dairy Bar. Performance Metrics: 8 • Our operations are 100 percent Styrofoam free. • We partnered with the SDSU Wellness Center and sponsored the Run/Walk to Reduce Your Carbon Footprint 5K for the second year. Nearly 200 people have participated in this event. ARAMARK purchased $300 worth of prizes (from local businesses) for this free event put on to promote sustainability and raise green awareness. continued • Both Java City locations are 100 percent EcoGrounds. EcoGrounds focuses on social responsibility, economic equity, and ecological integrity. • We offer SDSU-produced ice cream and milk in our locations and partnered with the Dairy Bar to sell SDSU products at the concession stands during football and basketball games. • We purchased 60,000 gallons of milk from the dairy bar, which equates to 320,000 glasses of milk. • We sold 641 reusable containers since implementation in 2009. • We continue to review checklists pertaining to energy and water conversion, daily green cleaning product usage, sustainable food offerings, and recycled paper purchasing to determine what we have already implemented and where we can improve our efforts. • We offer reusable mugs and eco-friendly drink cups at our locations. • We use blue cleaning products: Ionator and T3 floor scrubber. • We developed a Sustainability Committee to help support existing initiatives and create new goals. • Environmental Stewardship and Sustainability Committee (E.S.S.C.) members who have served include Sarah Bunde, Kaleb Kroger, and Eric Elenkiwich. • The new sustainability champ for the Midwest Region on our campus is Suzanne Watts. • We recycled cardboard, plastic, and aluminum at all three main dining locations—Larson Commons, Medary Market, and the Union Market. • We placed signage above trash and recycling bins to inform students of what can be recycled at our locations. • We continue to celebrate Earth Week each year. 9 GOAL: Expand the reach of the university through engagement, technology and globalization. • Increasing collaborative activities • Building a welcoming, inclusive and engaged campus • Increasing student participation in service learning, study abroad and civic engagement • Showcasing Division I intercollegiate athletic programs. How ARAMARK Aligns with this Goal: ARAMARK is committed to embracing collaboration through integrated partnerships with university, state, and national organizations by use of its global network. Activities to Support this Goal (1): • Collaborate with Residential Life and the Student Union to enhance University programming. Performance Metrics: • List of University programming: —— Welcome Back Picnic —— Convocation —— Midnight Breakfast —— Soul Food Meal —— Weekend Stuff Events —— Hansen Hall Hog Roast —— Larson Backyard Bash “ARAMARK’s willingness to partner with the Office of Residential Life and Student Union/Activities to present our Midnight Breakfast Program allows us to give students a nice study break just before finals begin, while also raising money for worthy charities each and every semester.” —JJ Manley, Assistant Director of Residential Life —— Finals Treats at Residence Halls • Utilize ARAMARK’s programming events: —— Carnival Night —— Wing Night —— Pancake Pan-O-Rama —— Apple Fest —— Turkey Bowling and Thanksgiving Meal —— Chocolate Extravaganza and Valentine’s Day Meal —— Welcome Back Bash —— Mocktails —— Caution Dip Ahead —— Oktoberfest (all locations) —— Penny Candy Carnival —— Homecoming Meal 10 —— Monthly Birthday Celebrations —— Holiday Meal in December (every location) —— Superbowl party at Weary Wil’s —— St. Patrick’s Day Meal —— Earth Day Meal —— Cinco de Mayo Meal continued Activities to Support this Goal (2): • Utilize the University Food Service Advisory Committee to engage students in decisionmaking processes. Performance Metrics “Serving on the UFSAC Committee was a • List of accomplishments: lot of fun and a great learning experience. —— Food Pantry Fridays Giving the students input is a great way to —— Einstein Bros. Bagels hours extended enhance student relations.” —— Breadstick Back —Riley De Vries, Hansen Hall Rep —— Ice Cream signage at Weary Wil’s —— Bringing Papa John’s to campus —— Changing CampusDish to www.sdsudining.com —— Weary Wil’s menu changes and extended menu service, line stanchions —— Larson Commons nacho bar every Thursday —— Market extended weekend hours of service 11 continued Activities to Support this Goal (3): • Use CampusDish, visual menus, CaterTrax, HookUp Feed Texting, Food Dudes, and the Jam Loyalty Program to build technology-based communications and enhance engagement with dining services. Performance Metrics • CaterTrax, our online ordering system, has provided more than 650 users with the ability to place and confirm orders, make changes and additions to food and beverage needs, and view upcoming catering events quickly and easily form any computer at any time. —— Example of CaterTrax Survey (Monday, March 14, 2011, at 5:11 PM) A new survey has been submitted for order #6161 1. What type of event did you have? Reception 2. How would you rate the overall quality of your food selections? Exceeded expectations 3. How was the quality of service? Exceeded expectations 4. How would you rate your overall ordering process? Exceeded expectations 5. How was the timing of the event? Exceeded expectations 6. How would you rate the friendliness of the staff? Exceeded expectations 7. How was the presentation of the entire event? Exceeded expectations 8. Your Comments and Suggestions “I recently worked with Christine Kreutner and Arian Brandt during the State AA Basketball Tournament and both were wonderful to work with. They were very accommodating to every request. I greatly enjoyed working with both individuals and look forward to the next state tournament where we will be utilizing ARAMARK catering. Thanks!” 12 continued • Nearly 200 members enrolled in the HookUp Feed Texting Platform (rolled out the last few weeks of the spring semester). This program is a great tool to stay in contact with students. We can let them know about special events, hours of service changes, promotions, and more. —— Example: • SDSU Food Dudes: Jordan Bettmann, Tana Full, and Marc Boelman served as the “face of Jacks Dining.” This trio’s mission is to involve and engage students in all Jacks’ Dining’s events. EBB Grand Opening Sampling Table Bagel Toss for Prizes Free Pizza Party for the Winners of the Food Dudes Marshmallow Madness Contest Turkey Bowling Peace, Love, and Recycling Event for Homecoming Week Signing Up to Win with JAM 13 continued • Jam Loyalty Program • 2,026 members enrolled • Over $4,000.00 worth of prizes were awarded to SDSU students Teresa Swedzinski, $500 Visa Gift Card Winner Nathan Odegard Who Won a 32-inch HDTV/DVD Combo Valued at $685 by Participating in the Jam Rewards Program Activities to Support this Goal (4): • Continue to build relationships with the University to enhance service learning. Performance Metrics: • 14 Food Service Director Amy Warren was chosen to lead an etiquette dinner sponsored by the General Studies Program. She conducted a presentation for each of the four courses. continued Activities to Support this Goal (5): • Continue representation at the Olympic Games from interns and ARAMARK management staff to correlate University exposure. Performance Metrics: • Arian Bunde, SDSU alumni and ARAMARK management; and Erin Nelson, ARAMARK management, represented SDSU and ARAMARK at the 2008 Summer Olympics. • Erin Nelson and Marla Appelhof, SDSU alumni, represented SDSU and ARAMARK at the 2010 Asian Games. • Marla Appelhof is attending the 2011 London Games this summer. “Last year, I had the opportunity to work and live in Guangzhou, China, for six months while working at the Asian Games. Working at the Games was a great learning experience as there were managers from several different countries as well as from all over China. It was interesting to work with people who were from different cultures and backgrounds. Arian Bunde (Center) at the 2008 Summer Olympics I also enjoyed the length of my stay as it enabled me to travel around the country and immerse myself into the day-to-day life of a different culture and encounter events that you do not “I am truly grateful that ARAMARK allowed me the normally have the chance to see on opportunity to join the team for the 2008 Beijing shorter visits.” Summer Olympic Games. The professional and personal —Marla Applehof development I gained from this experience has continued to prove beneficial to myself as I’ve grown with the company. Being submersed into a culture that is so different from my own, and then to manage employees and an operation within that culture, taught me to go outside of my comfort zone and get creative with my skills and knowledge of the hospitality industry. I will never forget this once in a lifetime experience!” —Arian Bunde, Catering Director 15 continued Activities to Support this Goal (6): • Continue to look for ways to enhance the concessions experience for current students, faculty, staff, and alumni through our membership in the National Association of Collegiate Concessionaires (NACC). Performance Metrics: • Kandi Janiszeski, ARAMARK management, is a member of the NACC and brings her expertise to the stands. • On January 6 and 10, Jacks’ Dining Concessions conducted a hot dog sampling. Three different kinds of hot dogs were sampled. This was a blind tasting. The hot dogs were labeled A, B, and C. After trying all three kinds, fans submitted their favorite choice via secret ballot. Fans of all ages tested their taste buds and submitted their input. The hot dog contest results were as follows: —— Hebrew National won with 141 votes. —— Armour received 51 votes. —— Farmland came in last with 48 votes. We now serve Hebrew National hot dogs in the concession stands. • “NACC is a great organization that is really dedicated to helping all its members grow their operations and very supportive about implementing new ideas within those operations. We have learned and used a lot of resources from the conferences and online discussions to grow SDSU’s Concessions Department and hope to continue to do so in the future.” —Kandi Janiszeski, Purchasing and Concessions Manager We added basic grab-and-go healthy options, such as ham and turkey sandwiches, yogurt parfaits, fruit and veggie cups, and bottled juice to encourage healthier snack choices. Concessions Special Events: Jason Derulo Concert, Pow Wow, and State High School Basketball Tournament 16 GOAL: Establish a sustainable financial resource base. This goal includes: • Engaging stakeholders to recruit necessary sustainable resources (people, facilities, and funds) to achieve national distinction; refreshing and expanding campus facilities; managing resources efficiently; increasing funds for research, scholarship, and creative activities; and mobilizing the power of alumni, friends, and sponsors. How ARAMARK aligns with this goal: ARAMARK fosters an environment that inspires philanthropic giving by its alumni and community friends to develop new revenue sources. Through our partnership, we are able to provide funds to enhance the campus facilities. Adhering to effective internal asset management procedures sustains current resources and promotes sales growth. Activities to Support this Goal (1): • Catered presidential, alumni, and foundation events that engage alumni, friends, and sponsors Performance Metrics: • We catered over 140 presidential, alumni, and foundation events during the 2010–11 academic year. • Through our partnership with athletics, the Stan Marshall Scholarship Banquet was brought back on campus. ARAMARK helped to financially support the event. • SDSU Catering Team received the Go-Getter Award. “Thanks so much for the sponsorship of The Foundation’s Donor Event and the first-rate job that your organization always does for Foundation functions. It makes a great impression on the alumni and friends that we host on campus.” —Steve Erpenbach, President of The Foundation The SDSU Catering Team was selected as this year’s recipient of the Go-Getter Award from The SDSU Foundation. A reception was held on June 7, 2011, in recognition of the team’s efforts and superior service over the year. They were given a short word of thanks from Steve Erpenbach, president of The Foundation, who spoke about a book entitled The Go-Getter and its relevance to the team. Activities to Support this Goal (2): • Board of Regents special events Performance Metrics: • Catered approximately 20 meals and breaks for the Board of Regents, while on campus between March 30–April 1 17 continued Activities to Support this Goal (3): • Addition of Weary Wil’s and Einstein Bros. Bagels to support the Student Union as the hub of the University Performance Metrics: • The addition of Weary Wil’s Sports Grill (fast/casual) to the Student Union resulted in an average of 547 guests per day, peaking at a high of 775. Verbatim from the Spring 2011 DiningStyles Survey regarding the top two positive changes from Jacks’ Dining “Weary Wills..love it!!! Einsteins—awesome food and place to study!” • The addition of Weary Wil’s and Einstein Bros. Bagels was mentioned nearly 140 times in the DiningStyles Survey verbatim. • The addition of Einstein Bros. Bagels to the Student Union resulted in an average weekday customer count of 733 and weekend of 310. “1. The staff has a positive, willing attitude. 2. The variety of dining options has increased.” “They have included a better variety of places to eat, which has helped make lines go down and receive quicker service. Also, I have seen them expand the variety of food options available for students.” 18 NOTES: _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ 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_______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ ARAMARK Accomplishments 2011 World’s Most Admired Companies, First in Its Industry FORTUNE magazine Number one in all nine evaluation criteria categories 2011 The Global Outsourcing 100 Sixth consecutive year 2010 World’s Most Ethical Companies The Ethisphere Institute Leading international think tank dedicated to best practices in business ethics, corporate social responsibility, anticorruption, and sustainability 2010 InformationWeek 500 Ninth consecutive year Most innovative information technology organizations in the United States 2010 One of the Top 40 Companies for Diversity Black Enterprise magazine 2010 Best Employers for Healthy Lifestyles National Business Group on Health Recognized for innovative programs promoting a healthy workplace and for helping employees and their families make better choices about their own health and well-being Contact Information South Dakota State University Amy Warren Senior Food Service Director [email protected] 605-697-2552 Sarah Bunde Unit Marketing Manager [email protected] 605-929-8112 Melissa Letourneau District Marketing Manager [email protected] 218-310-8985 Jill Norman, RD, LN District Manager [email protected] 605-695-8632 ©2011 ARAMARK. 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