Chick-Fil-A Building Site Surveys
Restaurants
The Project
After years of customer requests, months of product development and field tests, Chick-fil-A (CFA) determined that the ‘Spicy Chicken Sandwich’ was ready to be introduced to the marketplace. CFA began a chain-wide rollout initiative, the largest and most aggressive in its history.
CFA selected QPM to serve as its Restaurant Construction Project Management firm handling over (50) sites in Alabama, Mississippi, Florida, Georgia, Tennessee, Kentucky, Georgia, Colorado, Utah, Wyoming, Virginia, Louisiana and New Mexico. The project scope included development of the site survey, completing the site surveys, removing all existing food preparation tables and equipment and installing new equipment to match the current new store specification at both mall and free standing locations. The program was to officially begin in September with all sites being completed no later than May 31st.
The QPM Solution
Immediately following the contract award, QPM scheduled a meeting between senior QPM team members and the Chick-fil-a staff. The outcome of this meeting was a Master Program Management Plan (MPMP) that detailed durations, schedules, resources, critical milestones, KPI’s, reporting forms, reporting methodologies, reporting frequency, vendor selection and engagement.
After the initial planning phase, QPM started the Survey Phase of the rollout and worked with CFA to develop the survey form template to be used at all restaurant locations. QPM team members then visited the locations and completed surveys of all subject restaurants. Upon completion, all site data was entered into the QPM proprietary web-based software ‘QPMProTrack’ (QPT). All CFA stakeholders had complete access to the QPT system and store survey data and automatic, weekly status reporting was set for all team members.
When all site surveys were completed, QPM was able to evaluate the information and determine the exact scope of work needed, by location. Approximately half of the locations required minimal work for installing the new kitchen equipment such as an additional outlet or minor kitchen adjustments with no construction drawings necessary. Per the CFA project guidelines, these projects were not to exceed a maximum of (2) nights with the work being started at approximately 9PM in the evening. All CFA restaurants had to be open by 5AM the next morning to meet the breakfast demand.
For these particular situations, QPM utilized CFA assigned contractors and were responsible for contractor management, negotiating contractor pricing, per site, as well as scheduling.
The remaining locations required much more extensive site work such as hood replacements or additions, countertops, stainless steel back panels, additional electrical, floor touch-ups and/or new exhaust systems. QPM’s project managers determined if construction drawings were needed for the required upgrades and if so, had the CFA architectural firm complete the necessary drawings using CFA’s prototype solutions. When completed, QPM was responsible for confirming the CFA solution would work at the restaurant location, as well as overseeing the required permitting process.
Throughout the program, each QPM project manager worked closely with the CFA team including facility managers, marketing, operations, architects, landlords, contractors, and equipment coordinators on:
- Planning
- Design Component Review
- Permitting Tracking
- Cost estimating and budgeting
- Scheduling
- Budget Control
- General contractor management
- Confirming accuracy of equipment orders and managing delivery schedule
- Weekly reporting
- On-Site Project Management
- Site Visits
- Change Order Review
- Pay application review/approval
- Punch walks
- Project Close out
The Results
QPM helped CFA complete ‘The Spicy Chicken Sandwich Rollout Program’ at the majority of locations earlier than planned - in less than 5 months - with the remaining locations completed by the original May deadline. All projects were completed at $988,000 below budget.
QPM’s Project Team was invited to attend the CFA Spicy Chicken Celebration. It was a unique opportunity to be part of a special recognition ceremony and receive a ‘thank you’ from the entire Spicy Chicken Team at CFA – facilities, development, marketing, suppliers, vendors, real estate, operations and more. It was real chance to celebrate the success of this rollout and implementation, which far exceeded CFA’s expectations and achieved sales of over 75 million sandwiches.
