CPI
TEAM
TABLE OF CONTENTS
Process Improvement Team ............................................. 1
Project Statement .............................................................. 2
Operational Definitions ...................................................... 3
Description & Analysis of Current State ............................ 4
Current State Issues ......................................................... 6
Grille Results FY2013-FY2015 ......................................... 7
Skylight Café Sales FY Ended 6/30/15 ............................. 8
Skylight Café Sales by Day ............................................... 9
Sales by Hour .................................................................. 10
Café Employee Survey Results Summary ...................... 11
Skylight Café Campus-wide Survey Results Summary .. 15
Visits to U of M-Dearborn and Schoolcraft College ......... 31
Skylight Café Pricing Comparison ................................... 33
Skylight Café Cause & Effect Diagram ........................... 34
Skylight Café Relationship Diagram ................................ 35
Improvement Theory ....................................................... 36
Implementation Timeline ................................................. 37
Steering Committee Feedback ........................................ 38
Implementation Team ..................................................... 39
Recommendations for Future CPI Teams ....................... 40
Acknowledgements ......................................................... 41
Appendix A: Current HR Flowchart for SSA Hiring ......... 42
Appendix B: Business Plan Components ........................ 43
Appendix C: Question 6 Detail of Student/Staff Survey .. 45
PROCESS IMPROVEMENT TEAM
Team Sponsor
John Satkowski, Vice President
Financial Services & Auxiliary Services
Team Leaders
Bryan Bame, Coordinator
Budgeting
Kevin Culler, Executive Director
Financial Operations & Financial Aid
Team Scribe
Patti Flogaus, Administrative Assistant
Financial Services & Auxiliary Services
Team Members
Angelina Adkins, Hospitality Student
Carene Black, Grill Cook
Skylight Café
Joseph E. Cosenza, Chef Instructor
Hospitality
Paul Fisher, Associate Dean
Business & Computer Technology
Stephen Gary, Engineer
Facilities
Adam Hazlett, Instructor
Communications
Valencia Purry
Hospitality
1
PROJECT STATEMENT
To improve the operational and financial
performance of the Skylight Café as
measured by student and staff satisfaction,
revenue generation and financial
performance.
2
OPERATIONAL DEFINITIONS
Culinary Programs
Data
Digital Dining
Early College
Early College Student
Food Truck
Hawkmail
McVety & Associates
Policies
Procedures
Process
Student
Skylight Café
5101 Restaurant
Programs that prepare students for careers in
cooking or in the kitchen.
Facts and statistics collected together for reference
or analysis.
Restaurant point-of-sale system that is completely
integrated restaurant management software.
A program that is a High School initiative that
provides students the opportunity to receive a high
school diploma and an associate degree or up to two
years of college credit by taking a mixture of high
school and college classes.
A person who is studying at Henry Ford College in
the Early College Program.
Culinary Student run lunch operation in the main
lobby of the Henry Ford College Student Center that
promotes Culinary Wellness meal options at
lunchtime (11:00 a.m. – 1:45 p.m.) on Tuesday,
Wednesday, and Thursday each week.
Henry Ford College student e-mail.
Food Service consulting firm that is currently
involved with The Skylight Café.
Proposed and adopted courses or principles of
action.
Established and official ways of doing something.
A series of actions or steps taken in order to achieve
a particular end.
A person who is studying at Henry Ford College.
Henry Ford College’s food service operation.
Henry Ford College’s Culinary Student run
restaurant.
3
DESCRIPTION AND ANALYSIS
OF
CURRENT STATE
Skylight Café – Background & Current State
While food offerings on the HFC campus go back decades, the origin of the Skylight
Café coincides with a major reconfiguration in the Student and Culinary Arts Building in
2003. The current name, layout and structure of the café has not changed since that
time. Over the last ten years, there have been attempts to expand the reach of the Café
with satellites created in the Welcome Center and the School of Nursing. Both of these
ventures were discontinued due to poor financial results.
Hours, Staffing and Offerings
The Skylight Café is currently open Monday-Thursday 7:30 a.m.-6:00 p.m. and Friday
7:30 a.m.-2:00 p.m. In previous years, the Café was open year round and would close
on Fridays during the summer hours. This past year, the Café was closed for six weeks
during the summer for the first time.
It is staffed as follows:
 1 Manager
 1 Kitchen Leader
 1 Full-time Grille Cook
 1 Part-time Grille Cook
 1 Full-time Food Service Associate
 6 Part-time Food Service Associates (2 of 6 positions were open at the beginning
of the Fall 2015 semester into November)
 2 Full-time Cashiers
 1 Co-op in Fall 2015
The Café’s offerings include the following areas:
 Grille – Prepares various grilled and fried items: breakfast items until 10:00 a.m.,
various hamburgers, chicken sandwiches, french fries and grilled sandwiches
make up the majority of the grille sales. The grill is open the entire time the Café
is open.
 Pizza station – This station prepares pizza generally by the slice and small single
serving pizzas. This station is open Monday-Thursday 10:00 a.m.-2:00 p.m.
 Deli station – This station prepares pre-made sandwiches and made to order
sandwiches (mostly Paninis). This station is open Monday-Thursday 10:00 a.m.2:00 p.m.
 Soup/Salad Bar – There are generally two soups per day along with a fully
stocked salad bar that charges by the ounce. This station is open MondayThursday10:00 a.m.-5:00 p.m. and Friday 10:00 a.m.-1:00 p.m.
4


Special/Early College station – Hot daily specials and Early College required K12 lunch are provided.
All other areas – This would include beverages, both bottles and fountain,
snacks, premade sandwiches are available. These areas are open whenever the
café is open.
Vending
The café is also responsible for the vending contract at HFC. Our current vendor, Total
Vending, has been in place since 2013 and is contracted through 2018. For the
vending rights, they pay HFC $11,000/month. This revenue is included in the Skylight
Café’s results.
Early College
The Early College program was moved entirely to the main campus in 2014 and HFC is
now providing the students with a hot lunch in accordance with the K-12 federal lunch
program guidelines. The students are divided into two groups of approximately 50 in
each group. One group goes to lunch at 10:30 a.m. and the other at 11:30 a.m.
Catering
The café also handles catering for meetings and events on campus. They utilize a
catering menu and this represents a little less than 10% of the café’s food revenue.
McVety & Associates
For many years, HFC has engaged McVety & Associates to provide consulting services
to the Skylight Café. The services cover a wide range of matters.
Financial Matters
The Skylight Café has consistently lost money from operations over the years. While
the financial performance has improved over the last few years, the Café continues to
lose money.
5
Current State Issues
There are a number of issues associated with the current state of the Skylight Café.
They include:
Staffing – During the period of our review, the café was significantly understaffed. One
grill cook was out on an extended medical absence and there were two Food Service
Associate positions open for extended periods. This has resulted in various stations
being closed on a regular basis reducing revenue opportunities. Additionally, call-ins by
staff add to the difficulty in having stations staffed appropriately.
Personnel – Most of the staff of the café have been there for quite a while (average
tenure is more than 10 years). The staff morale appears low and there is not a general
sense of teamwork. The communication with staff is also lacking.
Layout & Flow – The layout of the café dates back to 2003. The design and flow of
traffic is poor with only one entrance and exit. Additionally, a number of the areas within
the café are currently not utilized at all causing wasted space and reduced revenue
opportunities.
Early College – The Early College students come to the cafeteria in two groups of
approximately 50 student; one at 10:30 a.m. the other at 11:30 a.m. This results in
chaos in the café for approximately 10-15 minutes while students get their food and get
in line to check out. This problem will grow as the program grows.
Communication/Signage – There is little communication as to what the café offers.
There is nothing online and the menu boards are incomplete and outdated. There are
many options available that are nowhere to be found in terms of signage. This also
contributes to lost revenue.
Dining Experience – Less than optimal due to no dedicated dining facility.
Summary – Old, tired and worn down.
6
Henry Ford College
Grille Results FY2013 - FY2015
FY2015
Total
FY2014
Total
%
FY2013
Total
%
%
Revenue:
Vending Commission Sales
Food Revenue:
Food Service Sales
Catering Sales
Cash Short/Over
Total Food Revenue
$
110,000
$
114,533
$
103,215
569,789
56,158
48
625,995
542,467
25,366
41
567,874
626,396
82,554
251
709,201
Total Revenue
735,995
682,407
812,416
Food Costs:
Cost of Sales - Food Service
352,298
304,354
371,335
Rebates
Net Food Costs
(7,952)
(3,967)
344,346
55%
300,387
53%
(5,541)
365,794
52%
47%
41,083
127,146
129,726
16,623
11,593
11,850
3,609
341,630
48%
53%
180,002
53%
Personnel Costs:
Instruct Area Admin Non-exempt
SS - Instructional Areas
SS - Admin Areas
Food Service Manager
Coop - Student Aide
OT - Instructional Area
OT - Non Instructional Area
Subs - Non Instructional
Employee Meals
Total Personnel Direct Costs
61,851
204,013
5,136
6,430
277,430
44%
61,378
40,830
154,740
1,328
11,440
269,716
Department Allocation
136,436
49%
143,621
Other Costs:
Maint & Repair
Other Purchased Services
Merchant Discount Fees
Office Supplies
Non-Food Supplies
Mileage
Advertising
Other Operating Expenses
Computers and Peripheral
Equipment
Total Other Costs
20,823
29,700
14,879
903
48,389
1,000
1,604
1,345
8,450
127,093
3,464
122,074
160,240
Total Expenses
885,305
835,798
1,047,666
Net Income (Loss)
15,901
46,290
12,891
43
43,485
-
25,712
57,386
16,526
168
59,828
620
-
20% (153,391)
(149,310)
7
-
22% (235,250)
29%
Henry Ford College
Skylight Café Sales
Fiscal Year Ended 6/30/15
Area Total
Grill:
French Fries
Breakfast
Skylight Combo
All Other Grill
$
44,490
26,153
18,147
69,499
$
158,289
A
35,599
A
39,890
A
19,976
A
67,011
A
6,662
6,662
A
Three Cookies
26,588
26,588
A
Retail Items
32,822
32,822
B
Pizza Station:
35,599
Deli:
Panini’s
All Other Deli
23,670
16,220
Chef's Items:
19,976
Soup & Salad Bar:
Soup
Salad Bar
Other Salads
13,576
51,474
1,961
Bagels, Croissants, Donuts
Drinks:
Fountain
Starbucks
All Other
25,430
11,543
106,657
A
A
B
143,630
Miscellaneous
39,322
39,322
Total Sales
$
569,789
Total Sales With Staff Input (A)
Total Retail Sales (B)
$
430,310
139,479
8
A
75.5%
24.5%
Henry Ford College
Skylight Café
Sales by Day
Daily Info
Monday - High
3/16/15-4/24/15
$
3,829
9/8/15-10-19/15
$
4,026
Monday - Low
3,118
3,301
Monday - Average
3,621
3,696
Tuesday - High
4,187
3,950
Tuesday - Low
3,499
3,639
Tuesday - Average
3,734
3,792
Wednesday - High
3,734
3,989
Wednesday - Low
3,144
3,418
Wednesday - Average
3,471
3,659
Thursday - High
3,719
4,242
Thursday - Low
3,046
3,501
Thursday - Average
3,479
3,873
Friday - High
1,371
1,391
Friday - Low
973
916
1,185
1,185
Friday - Average
9
10
Café Employee Survey Results Summary
Fall 2015 Skylight Café CPI Team
What is your role at the Café?
(n = 11)
How many hours per week do you generally work?
(n = 9)
11
What additional items do you think would improve sales for the Café, and why?
Fresh
36 percent
Specials
27 percent
Pre-packaged
27 percent
Bakery goods
27 percent
Healthy
18 percent
Halal
18 percent
What items should we consider discontinue selling, and why?
Pizza
18 percent
Hotdogs
18 percent
What bottlenecks, if any, exist that make your job more difficult?
Other staff issues*
45 percent
Staffing level
45 percent
Early College
18 percent
12
If you could implement three changes within the Café, what would they be?
Other staff issues*
91 percent
Staffing level
27 percent
Early College
27 percent
Mentions of the following issues in any response
Other staff issues*
91 percent
Staffing level
64 percent
Fresh/Healthy/Halal
Early College
36 percent
Pre-packaged
36 percent
Equipment repair
*
55 percent
27 percent
Other staff issues include any mention of staff hiring, training, scheduling, motivation, job duties or assignments, expectations,
and/or job perks and benefits.
13
Comments from Staff Survey – Management and Operations

















Broken equipment is never fixed in timely manner.
Lack of management.
A training program for new employees. Cross training for all employees.
Unmotivated staff members.
I would like to see team members motivated for a common goal; make money!
Less bickering and complaining and more work!
Bread stick maker has been broken for over one year now, no repair has been
made or new machine to replace the broken one.
No hands on work environment from manager employee – no involvement on his
part. Never leaves his office to see what areas need help. No “nice job” today.
No “I know you all work extra hours and I appreciate it”. Low morale of
employees.
Lack of communication between staff and management. Lack of “complete”
cross training in the occasion of employee absences. Lack of team building and
positive work environment.
Why can’t Kitchen Leader help out on front line during peak times of operation?
There are times when stations are closed at 2:00 and staff works until 5:00 doing
very little during that three hour period.
The manager needs to show an interest in the success of our business.
We all know the café is short staffed, but when we need to fill different stations,
the Manager needs to reassign people for that day to cover the station. The
money making positions should always be open (example grill or Deli). Some
staff have applied for certain jobs and when asked to fill in they do not want to,
because that is not what they signed up for.
The extra hours some employees are getting are not because they are filling
vacant jobs, just milking their own jobs.
We need direction! Team meetings, posted duties, break and lunch times, who
is at each station when we have a call off. We need to be better organized,
everything can’t be random.
I think we should all be cross trained to work any position. Those who only want
to do “their job” should be gone. We need someone who will work with us, direct
us, communicate with us and help us pull together as a team.
Our customers also want consistency – Soup out at a certain time, salad bar out
at a certain time, deli open every day, pizza out every day, coffee fresh and
ready, short wait times at the grill and register.
Accountability for employees.
14
Skylight Café Campus-wide Survey Results Summary
Fall 2015 Skylight Café CPI Team
Respondents: 232 students and 225 Henry Ford College employees
Question 1: (Employees only) What is your status?
Question 2: How often do you visit the Skylight Café?
15
Question 2a: If never (in response to Question 2), why?
Open-ended question. Percentage of responses that mentioned issues below. Some responses
mentioned multiple issues; some responses mentioned other unique issues.
16
Question 3: Which meals do you eat at the Skylight Café?
(Select all that apply.)
Question 4: Are you a coffee drinker?
17
Question 5: Please rate the following based on your own experience.
5a: Quality of food
Students:
Employees:
18
Question 5: Please rate the following based on your own experience.
5b: Variety of food
Students:
Employees:
19
Question 5: Please rate the following based on your own experience.
5c: Availability of healthy choices
Students:
Employees:
20
Question 5: Please rate the following based on your own experience.
5d: Cleanliness of Café
Students:
Employees:
21
Question 5: Please rate the following based on your own experience.
5e: Friendliness of chefs, servers, cashiers
Students:
Employees:
22
Question 5: Please rate the following based on your own experience.
5f: Speed of service
Students:
Employees:
23
Question 5: Please rate the following based on your own experience.
5g: Convenience of hours
Students:
Employees:
24
Question 5: Please rate the following based on your own experience.
5h: Value for your money
Students:
Employees:
25
Question 6: Please rate the following areas
Summary of data from Students and Employees
26
Question 7: When you do not use the Skylight Cafe, which of these
alternatives might you use? (Choose all that apply)
27
Question 8: What other food items that aren’t currently offered would
you like to see available?
Open-ended question. Percentage of responses that mentioned issues below. Some responses
mentioned multiple issues; some responses mentioned other unique issues.
28
29
Question 9: What dietary restrictions or preferences might cause you
not to eat at the Skylight Café?
Open-ended question. Percentage of responses that mentioned issues below. Some responses
mentioned multiple issues; some responses mentioned other unique issues.
30
Visits to U of M –Dearborn and Schoolcraft College
One of the tools in designing a solid food service operation is to look at what others
have done in the area and discover best practices without having to reinvent the wheel.
In our case we decided to visit both Schoolcraft College as well as the University of
Michigan Dearborn, both of whom have very different operating models.
Schoolcraft Colleges’ Food Service known as Henry’s Food Court is operated fully inhouse with minimal cooperation from the culinary department. I spoke with one of the
sous chefs in charge of the dining facility and was informed that they reside in two
separate kitchens one dedicated to food service with a full-time staff and one dedicated
to catering events on campus run by a separate full-time staff. Schoolcraft employs one
Executive Chef to oversee all operations with two Chef de Cuisines operating day to
day business.
The food service at Schoolcraft College operates within the vicinity, the same building,
as the Culinary Department. Food service enjoys the “perception” that they are run by
the Culinary Department. However, at times Food service will receive food at a cost
produced by the Culinary Department that was deemed surplus to requirements and
can be sold in Henry’s.
Henry’s offers Fresh products from local businesses and Michigan-based companies
are used here all day long including a variety of hot and cold options as well as
convenience items. These options include: breakfast, entrees, salads, deli, grill, fried
foods, southwest station, burgers and hot sandwiches, and pizza. Henry’s is open for
business Monday-Thursday 7.30 a.m.-7 p.m. and Friday 7.30 a.m.-1.30 p.m. Breakfast
is served until 10.30 a.m.
University of Michigan-Dearborn differs from Schoolcraft College in that the food service
is contracted out to a local Michigan company called Picasso Restaurant Group (PRG)
based out of Ann Arbor, Michigan. The dining options at U of M-Dearborn are more
varied and dispersed throughout the campus and Fairlane center
Options include: McKinley Cafe in the University Center, Picasso Cafe in Fairlane
Center North and the Mardigian Library coffee shop which offers a wide variety of
meals, snacks and beverages.
31
Students may purchase declining-balance food cards at McKinley Cafe to use for all
menu items at all retail food locations on campus. A PRG Meal Plan has been
introduced as well. The plan is designed around combo meals that fit almost any
budget.
McKinley Cafe, Monday-Thursday 8:00 a.m.-7:00 p.m., Friday 8:00 a.m.-3:00 p.m.:
At the University Center’s McKinley Café has a deli, grille (serving breakfast, lunch and
dinner), the Expo (daily full-meal specials), pizza, mac and cheese, soups, salad bar,
assorted grab & go items, assorted beverages, smoothies and Starbucks coffee.
Picasso Deli, Monday-Thursday 9:00 a.m.-8:00 p.m., Friday 9:00 a.m.-2:00 p.m.:
Located in Fairlane Center South, featuring deli sandwich selections, personal pizzas,
quesadillas, soups, salads, fruit cups, vegetable cups and other grab & go items,
assorted beverages and Starbucks coffee
Mardigian Library, Monday-Thursday 10:00 a.m.-9:00 p.m., Friday 10:00 a.m.-3:00
p.m.: A newly renovated coffee shop by Picasso Restaurant Group opened in the
Mardigian Library fall 2015. Options include: sandwiches, soups, snacks, specialty
coffees and other drinks.
Vending: Beverage and snack machines are located in convenient locations throughout
campus. These vending machines are credit card equipped and offer a wide product
variety including healthy options.
We visited the McKinley Café during lunch hour. The building, much like Schoolcraft,
had a designated dining area that was separated from the “Student Center.” PRG had
14 people on staff during the time we were there including, cooks and cashiers. The setup of the café area was similar to HFC in that there was not a clearly defined entrance
or exit. Each station had at minimum 3 people working while there were a few people in
the back doing prep.
Due to the level of business we were unable to speak with any of the team members to
understand operations but PRG has been running the operation since fall of 2014. PRG
currently operate 12 locations in Ann Arbor and Farmington all focused on healthy, local
food.
32
Henry Ford College
Skylight Café Pricing Comparison
HFC
Skylight
Café
Item
Cheeseburger
$
UM Dearborn
McKinley
Café
2.75
$
Schoolcraft
Henry's Food
Court
4.29
$
4.00
French Fries
1.75
1.69
1.45
Pizza - Slice
2.50
2.11
2.00
Grilled Chicken Sandwich
3.50
4.99
5.00
Grilled Cheese
2.00
2.39
3.50
Double Cheeseburger
4.00
5.79
5.00
Salad Bar
0.42
Oz.
33
0.40
Oz.
5.25
Lb.
34
35
IMPROVEMENT THEORY
In order to achieve our Team’s goal of improving the Skylight Café’s operational and
financial performance, the following improvement elements are recommended:
1. Currently, a portion of the café’s oversight is being outsourced through our
management contract with McVety & Associates. We recommend that the
oversight process be brought in-house by the creation of a four member advisory
committee that would include the café manager, someone from the Culinary
department with restaurant/food service experience and two other members
appointed by the Vice President, Financial & Auxiliary Services. We recommend
providing the required notice to discontinue the McVety contract.
2. We recommend that the Implementation Team develop a detailed Business Plan
for the café in a time frame to be put in place for the Fiscal 2017 school year.
See Appendix B for an outline of some of the components of the Business Plan
with some potential ideas from our CPI Team. The Business Plan would be
designed to achieve the following:
 Improved Guest Satisfaction
 Improved Food Quality
 Improved Service- wait times
 Improved Food Production System
 Improved Financial Performance
 Improved Atmosphere
3. To improve the dining experience for the café and 5101 patrons, move the timing
of student activities (e.g. open microphone, music) to start no earlier than 1:30
p.m. when scheduled for Monday through Thursday. Additionally, move other
College events, when possible, to other venues in the 10:00 a.m.-1:00 p.m.
corridor.
4. To improve teamwork, engage an organization to provide team building training
to the entire Skylight Café staff.
5. We recommend forming a new CPI Team that would look at the Early College
program. The growth of the Early College is creating issues not only at the café,
but in finding suitable space on campus. Without further planning and review of
Early College student needs, future growth may not be sustainable. The café is
not well suited to provide K-12 required meals (often not taken), while trying to
meet the needs of the rest of our students, faculty and staff.
36
Implementation Timeline
Activity #1
Parties
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Parties
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Parties
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Provide notice to McVety
& Associates to
discontinue consulting
agreement and appoint
new advisory group.
Provide notice to McVety &
Associates to discontinue
consulting agreement.
VP, Fin. Serv.
Appoint new advisory group. VP, Fin. Serv.
Activity #2
Develop a detailed
Business Plan for the café.
Assemble Team
Write Business Plan
Implement plan
Launch Café with new model
Activity #3
Reduce use of dining area
for other activities prior to
1:30 M-TH.
Reduce use of dining area for
other activities prior to 1:30 M- Student Activities,
TH.
Facilities
Activity #4
Parties
Provide Team building
training to the entire
Skylight Cage staff.
Identify Company to do Team
building training.
Team
Implement Team building
training.
Activity #5
Café Management
Parties
Form new CPI Team to
review the Early College
program at HFC.
Form new CPI Team to
review the Early College
program at HFC.
Cabinet
37
Steering Committee Feedback
Team: Skylight Café
Date: 1/29/16
Winter 2016
Sponsor: John Satkowski
Recommendations for Improvement
1. Bring the oversight process in-house by the creation of a four
member advisory committee that would include the café
manager, someone from the Hospitality department with
restaurant/food service experience and two other members
appointed by the Vice President, Financial & Auxiliary
Services. We recommend providing the required notice to
discontinue the McVety contract. Annual savings: $30,000.
2. Develop a detailed Business Plan for the café in a time
frame to be put in place for the fiscal 2017 school year. See
Appendix B for an outline of some of the components of the
Business Plan with some potential ideas from our CPI Team.
It is estimated that 3 hours of release time would be required
for the preparation of the Business Plan and would be
backfilled by an adjunct instructor. Estimated cost: $3,000.
3. Improve the dining experience for the café and 5101 patrons,
move the timing of student activities (e.g. open microphone,
music) to start no earlier than 1:30 for Monday through
Thursday. Additionally, move other events, where possible,
to other venues in the 10:00 a.m. – 1:00 p.m. corridor.
4. Improve teamwork, engage an organization to provide Team
building training to the entire Skylight Café staff. Estimated
cost: $800
5. Form a new CPI Team that would look at the Early College
program. The growth of the Early College is creating issues
not only at the café, but in finding suitable space on campus.
Without further planning and review of Early College student
needs, future growth may not be sustainable. The café is
not well suited to provide K-12 required meals (often not
taken), while trying to meet the needs of the rest of our
students, faculty and staff.
38
Support
Implementation Team
 Bryan Bame
 Joe Cosenza
 Bruce Wall
 Valencia Purry
 Stephen Gary
39
RECOMMENDATIONS
FOR
FUTURE CPI TEAMS
 Explore areas on Campus to be used as soft space for students.
 Review Early College space needs to allow for future growth.
40
ACKNOWLEDGEMENTS
Dr. Stanley Jensen, President
John Satkowski, Vice President, Financial Services
Becky Chadwick, Vice President, Information, Marketing, & Effectiveness
Dr. Lisa Copprue, Vice President, Student Affairs
Gary Erwin, Director, Marketing and Communication
Dreama Pinkowski, Information, Marketing & Effectiveness
Bruce Wall, Food Service
Lori Fracassa, Library
Terrilyn Hagen, Information, Marketing & Effectiveness
Kevin McLaughlin, McVetty & Associates
Rueben Brukley, Facilities
Lynn Borczon, Human Resources
Majed Fadlallah, Early College
Tori Carter, Instructional Technology
All survey respondents
Graphics Department
41
APPENDIX A:
Current HR Flowchart for SSA Hiring
42
APPENDIX B:
Business Plan Components:
1. Monthly Financial Performance Analysis completed by oversight committee
 Forecast P & L built by month and annual roll-up. Match HANK g/l
accounts used for tracking actuals.
 Actuals available in HANK monthly and compared to forecast to review
monthly and YTD performance.
2. Menu Engineering Exercise with revised menu
 Look at each menu item; convenience or prepared, and determine sales
volume and contribution margin to determine if worth keeping.
3. Revised hours of operation by retail real estate
 Review time and effort and costs associated with salad bar. Consider
discontinuing and preparing a number of standard salads in a grab and go
format. For those still wanting a salad bar, 5101 has one TuesdayThursday.
 Reduce Friday offerings to the grille and consider grab and go only.
Minimize staffing and look to replace some hours Mon.-Thurs. Also,
review hours of operation by area for other days for potential reductions
(possibly one hour Mon-Thurs). This would provide more staffing during
busier time frames.
4. Schedule Template built by the week, 52 weeks in a year (hourly staff, cost
forecast)
 To bolster staffing and improve output during peak times, utilize two co-op
students for the fall and winter semesters and one in the spring. They
would be involved with food preparation and servicing particular stations
during the 10:30 a.m.-1:00 p.m. corridor.
 Work with HR to get open positions filled. Review HR hiring CPI Team
recommendations and determine if modifications specific to the café
related to hours and wage rates should be considered.
 Cross-train all food service associates such that each of them could be
responsible for any station or position in the event of an absence of
another staff member (vacations, sickness). Have all responsibilities
documented to provide continuity and compliance.
 Commit to identifying areas slower than acceptable standards and moving
staff as necessary to reduce wait time during peak times. Utilize co-ops
and institutional students to bolster peak time offerings.
43
5. Food Production Process defined and including:
 Menu and hours of availability
o Develop a selection of new daily specials for Monday – Thursday
that would rotate such that each day there would be two separate
specials that would be served to order (meat, potato or rice, and
choice of one of two vegetables) priced in the $5.50-$6.00 range.
o Develop some low priced offerings (e.g. macaroni and cheese,
loaded baked potato) for regular rotation in the offerings. These
would be priced in the $2.00-$2.50 range.
o Utilize culinary program for some items on a regular basis (soups,
pastries, bagels, pies).
 Prep Lists/Production Sheets by Station/Employee
 Standard Recipes with Pictures
 Shelf-to-sheet order template in GFS experience for orders and inventory
valuation
 Gantt Chart to manage and monitor progress (what, who, when)
 Management Roles and Responsibilities
6. Marketing/communications:
 Establish a web presence for the café that provides the menu and hours of
operation and when various stations are open. Additionally, it should be
updated weekly to provide information on daily specials and soups for the
week.
 Include Skylight Café link in weekly “This Week at HFC” email.
 Need improved menu signage within café. Work with Graphic Design
faculty to have student design of new signage.
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APPENDIX C:
Question 6: Please rate the following areas.
6a: Grill/Hot Food Station
Students:
Employees:
45
Question 6: Please rate the following areas.
6b: Deli/Panini Station
Students:
Employees:
46
Question 6: Please rate the following areas.
6c: Pizza Station
Students:
Employees:
47
Question 6: Please rate the following areas.
6d: Soup/Salad Bar
Students:
Employees:
48
Question 6: Please rate the following areas.
6e: Bagels & Donuts
Students:
Employees:
49
Question 6: Please rate the following areas.
6f: Convenience Food (Chips, Cookies, Pastries, Naked Juice, PrePackaged Foods)
Students:
Employees:
50
Question 6: Please rate the following areas.
6g: Coffee/Beverages
Students:
Employees:
51