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What is EMPULSE?
Why should I participate?
What is the cost?
What is the key decision-making time for me to
incorporate EMPULSE into my plans?
How can I get more information on EMPULSE?
How is the survey
administered?
How does an employee take the survey?
Can the responses be tracked back to the employee?
How do you prevent duplication or repeat callers?
What materials are available for restaurants
to explain the survey?
What types of questions
are included in the survey?
How many questions are included in the survey?
How long does the survey take?
Is the survey available in Spanish?
Who developed the survey instrument?
When is the survey considered complete?
How are the results
shared?
What types of reports are available?
What are Coaching Tips?
Who is managing the database?
What is the national benchmarking study?
What is EMPULSE?
EMPULSE is a national survey program
that gathers feedback from quick service and relaxed dining
restaurant employees, then translates that feedback into insightful
and actionable data. Data can improve store manager performance
by fostering a work environment conducive to employee excellence
and retention.
Why should I participate?
Employees are your most valuable resource.
EMPULSE is a dynamic workforce solution designed to help you
create and maintain a productive, supportive work environment
that will not only motivate and challenge their employees, but
ultimately keep them on board and increase guest satisfaction.
What is the cost?
For an investment of $110 per restaurant,
customers receive the following:
- Minimum 2 week access to the toll-free, automated survey
which is administered in both English & Spanish (cost includes
all phone charges)
- An EMPULSE starter kit for each participating restaurant
including: one manager's guide, one bilingual back-of-house
poster, bilingual feedback invitations for all employees
and standard shipping
- Customized results reporting website: www.cokeempulse.com
- Multiple levels of program reports available online, including
individual restaurant level, various management levels and
system-wide
- Periodic email alerts/reminders to keep managers apprised
of progress
- "Coaching Tips" based on results to help managers develop
action plans to address specific areas of improvement available
online
- Post-Survey Executive Summary for corporate headquarters
What is the key
decision-making time for me to incorporate EMPULSE into my plans?
EMPULSE lead time is approximately
6-8 weeks prior to kick-off.
How can I get more
information on EMPULSE?
Contact your Coca-Cola representative
or Coca-Cola Crew and Labor representative at 1-866 GET CREW.
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How is the survey
administered?
The survey is administered using Interactive
Voice Response (IVR) technology. This gives employees the ability
to provide invaluable feedback by simply calling a toll-free
number anytime, day or night. Employees record their answers
to a series of closed-end questions regarding their satisfaction
and opinions, using the keypad on a touch tone phone.
How does an employee
take the survey?
The survey is accessed via a toll-free
number, using a touch-tone telephone. The employee can choose
to take the survey in English or Spanish. Using the telephone
keypad the employee will be instructed to enter their store
number and their randomly generated personal identification
number (PIN) number to access the survey. The survey will then
ask a series of questions which the employee will be instructed
to answer using the keypad on their touch-tone telephone. The
survey is considered complete once the employee completes parts
1-3 of the survey. The survey can be accessed 24 hours a day/7
days a week during the designated survey period.
Can the responses
be tracked back to the employee?
No, PIN numbers are randomly generated
by a computer and distributed at random to employees. The sole
purpose of the PIN is to ensure that each employee participates
in the survey just one time. There is no master list stating
which employee received which PIN, therefore, in no way can
any results be linked back to a specific employee. Employees
are guaranteed complete confidentiality, which provides a better
opportunity for valuable, unbiased input and a higher rate of
participation.
How do you prevent
duplication or repeat callers?
PIN numbers are checked for validity
and duplication. If a caller enters an incorrect or duplicate
PIN number they will not be able to access the survey.
What materials
are available for restaurants to explain the survey?
Each participating restaurant will receive
an EMPULSE starter kit approximately 2 weeks prior to the survey
start date. The kit includes the following materials: one manager's
guide, one bilingual back-of-house poster, bilingual feedback
invitations for all employees and standard shipping. Program
cost includes standard shipping of all kits.
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What types of questions
are included in the survey?
The survey is divided in to four parts.
Parts 1 & 2 gather employee opinions on the employment deal
breakers summarized in the Industry of Choice I & II studies
developed by the National Restaurant Association Educational
Foundation (NRAEF) and The Coca-Cola Company. EMPULSE questions
measure employee satisfaction in important areas such as organizational
culture (i.e. quality of work life) and human resources practices
(i.e. training, communication, pay and benefits). Part 3 gathers
information regarding employee general satisfaction and overall
opinion about the restaurant itself. Part 4 gathers demographic
information to help restaurant managers better diagnose and
understand the challenges within their company.
How many questions
are included in the survey?
The survey consists of 36 questions covering
four areas:
- Part 1: Organizational Culture
- Part 2: Human Resource Practices
- Part 3: Overall Satisfaction
- Part 4: Demographics & Work History
How long does the
survey take?
The survey takes 10 minutes or less to
complete.
Is the survey
available in Spanish?
Yes. At the beginning of the survey the
Employee is given the option to take the survey in English or
Spanish.
Who developed
the survey instrument?
The questions were developed for Coca-Cola
by Kathleen Williams, a management consultant specializing in
leadership development and building passion in the workplace.
Ms. Williams is the former head of leadership development for
Coca-Cola USA and Vice President of Organization and Operations
Development for Bankers Trust Company. Kathleen is a published
author and frequent speaker at conferences and business meetings.
Among her other publications are "Getting Restaurant Managers
to Lead." Kathleen also writes a monthly column called "Dare
to Lead: Stories of Courage, Passion and Commitment."
When is the survey
considered complete?
The employee must answer all of the questions
in Parts 1, 2 & 3 in order for the survey to be considered complete.
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How are the results
shared?
Results are available online via www.cokeempluse.com.
Each level of management within a company will have their own
unique access to the results. Hierarchical access will be based
on the participating restaurant information. All management
personnel will be assigned USER ID and Password that will allow access to only
his/her results.
What types of reports
are available?
There are three types of reports available
to chains participating in the EMPULSE program. All of the reports
are customized with the chain logo:
- Call Status Reports - Call Status Reports can be accessed
in "real time" throughout the survey period and can be generated
to show completed survey activity at the individual restaurant
level (Call Report Count) or system-wide (Call Status Report).
- Snapshot Report - Snapshot reports provide a "snapshot"
of the overall results (specifically the Strongly Agree
and Agree responses) and identify areas where managers may
be under- or over-performing. The Snapshot Report is accompanied
by "coaching tips" for results for questions that fall below
a set industry goal. The "coaching tips" are designed to
help the manager improve the work environment in their restaurant
and increase employee satisfaction.
- Executive Summary - The Executive Summary Report includes
overall results and survey activity and analysis and interpretation
of the key findings. It is available only to corporate management
three weeks after the survey is complete.
What are Coaching
Tips?
Coaching Tips are action plans designed
to help managers improve the work environment at their restaurant.
Coaching Tips are provided for questions that fall below a set
industry standard for the top two responses (Strongly Agree
and Agree). The industry standard (sanctioned by the NRAEF)
for all questions is 80%. If the combined Strongly Agree and
Agree responses fall below 80% for any question a link to specific
coaching tips will be next to each question.
Is there a third-party
research firm involved?
The empulse program is managed by good answer services, a business unit of The Coca-Cola Company. Good answer specializes in programs that are designed to improve consumer and employee brand loyalty.
What is the national
benchmarking study?
Annually your customer's data will be
blindly complied with other survey participants to further identify
areas where your customer may be under-performing within the
same channel and within the foodservice industry as a whole.
Results from the national benchmarking study will be released
at or around the 2003 NRA Show.
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