Solution

The c-store chain contracted W. Capra to complete a comprehensive foodservice profitability study aimed at identifying and understanding the different line items and root causes of margin leakage.

The chain’s ultimate goal: inform an action plan to improve margins across the company. The work involved research, data analysis, stakeholder interviews, and store visits to observe operational practices, allowing the assessment team to dive deeply into five key areas:

Business Model Review: Quantify the improvement opportunity and identify appropriate benchmarks
In made-to-order QSRs, foodservice margins are typically 10 to 12 points higher on average than they are in convenience stores that operate a batch and forecasting model. While switching to a made-to-order model may help this c-store retailer achieve its 8-point margin improvement goal simply by eliminating the waste inherent in pre-made food, it also notably comes with potential added labor investment if not designed appropriately. The W. Capra team focused on identifying other improvement opportunities while still maintaining their existing foodservice model.

Gross Margin Discovery: Determine the true cost of foodservice for the business
Many factors impact top-line gross margin, including recipes, supplier costs, packaging, raw ingredient yields, and promotional and employee discounts. By following the path of production from recipe formulation to item sale, the team identified several key sources of margin pressure, including high supply costs. The c-store chain was running a much higher spend than industry benchmarks. The research pointed to packaging, condiments, and produce as key problem areas. Expired food items were also driving elevated packaging expenses. The self-service cold condiment bar was leaking margin as well, due to short shelf-life, produce quality, and unlimited toppings for customers.

Food Audit / Unknown Loss Review: Identify the root cause of shortages
The c-store chain leadership team believed its audit losses were due to counting inaccuracies and potential theft. In fact, the company was ready to invest in additional labor and extra counts to help rectify the problem. But the research revealed some unexpected and much larger sources of loss. The biggest culprit turned out to be that actual store production did not match the recipes quantities despite accurate use of portioning tools. Raw ingredient yield loss during the preparation/cook process to the end-of-life discard was also a contributor to audit shortages.

Known Loss Review: Research ways to better match demand with production
Food waste is a key area of known loss for c-store retailers that operate a grab-and-go model. Such a model relies heavily on accurate forecasting, and forecasting systems are often dependent on human data entry to maintain an accurate perpetual inventory. This manual requirement from team members brings along human error and ultimately an inaccurate forecast. Through a deep review of forecasting methodology and systems, W. Capra helped the c-store chain identify significant opportunities for margin improvement, including implementing cameras at hot holds and leveraging AI to provide an accurate on-hand inventory. Introducing enhanced reporting procedures that differentiate between raw ingredient spoilage and finished food waste would also help the company better understand the root causes of loss going forward. In addition, making some changes to recipe formulations could help extend product shelf life, resulting in less waste overall.

Operational Best Practices Review: Leverage business intelligence
By uploading key performance data from all locations into Power BI, the team identified the differentiating best operational practices of its highest margin stores as well as key insights into the margin erosion happening in its lowest margin stores. For example, the data pointed to a strong correlation between expanded menus and high loss in low volume stores, suggesting opportunities to right size the menu in stores doing less business overall. Though stores doing the greatest volume had higher margins, there was a significant range that signaled operational best practices were playing a key role in driving high food margins in the top performing stores. Hence, building a plan around those capturing and redeploying those best practices globally was pivotal to getting high volume stores to the level of the top margin performers.