Operational Discipline: You Know the Term, But Do You Know the Real Impact on Your Business?

If you were to ask any restaurant operator if there was a correlation between food quality and sales, 99% of them would agree. But for such a well known correlation, why do operators continue to struggle when it comes to improving food quality? 

It comes down to Operational Discipline. It’s a term you’ve undoubtedly heard countless times in the food service industry. But let’s pause for a moment—do you truly understand what it means for your bottom line? Beyond the buzzword lies a foundation that can transform your business. At Steritech, we recently uncovered how operational discipline, when applied to food quality, drove a 3.1% increase in same-store sales for our client—directly linking quality to sales growth. Here’s the story you think you know—and the deeper insights that may surprise you.

The Challenge: Familiar Problems, Hidden Costs

You know the routine: franchisees express fatigue with your Operational Excellence (Ops Ex) program. This fatigue can be a drain on motivation, focus, and ultimately, results. To combat that, we helped our client, a major restaurant brand, shift their focus temporarily to food quality from the guest’s perspective. The goal? To uncover insights that would re-engage franchisees, improve the guest experience, and demonstrate tangible value.

But here’s the twist: while many brands recognize the importance of food quality, they often underestimate its true impact on sales. This brand’s story highlights how prioritizing food quality can directly drive sales growth.

The Approach: Zeroing in on Food Quality

We conducted a pilot study across approximately 6,000 locations to answer a crucial question: does food quality directly correlate with sales performance? The results were clear: food quality has a measurable and direct impact on sales. You might be familiar with food quality assessments, but this one went deeper. By focusing exclusively on the metrics that guests care about most, the assessment provided sharper insights by asking:

• Appearance: Does the food look appetizing and align with brand expectations?
• Accuracy: Is the order correct and consistent with guest requests?
• Specification Compliance: Are products prepared according to established standards?
• Temperature: Is the food served at the appropriate temperature?
• Portioning: Are portions consistent and aligned with expectations?

This targeted approach uncovered actionable insights that not only improved food quality but also demonstrated its undeniable connection to sales performance.

Related: Assessments - To Announce or Not Announce?

The Results: A Wake-Up Call on Food Quality

Here’s what the data revealed: restaurants that scored higher on food quality metrics consistently outperformed their peers in sales. This wasn’t just an abstract improvement—it was a tangible, measurable boost in sales. In fact, locations that scored well on their evaluations experienced a 3.1% increase in same-store sales growth, while poorly performing locations saw declines. The findings validated the importance of food quality as a cornerstone of operational discipline and led to the rollout of a full-scale food quality assessment program across all locations.

What’s the takeaway? You already know food quality matters. But do you realize the scale of its impact on your bottom line? This study proves that prioritizing food quality isn’t just good practice—it’s essential for sustained growth. The numbers don’t lie: focusing on food quality directly drives higher sales and better performance.

Why Operational Discipline Isn’t Optional

Operational discipline isn’t just about following processes; it’s about ensuring that the processes focus on what truly drives results. Without operational discipline:

• Food won’t meet guest expectations, eroding trust and loyalty.
• Inconsistencies in preparation and service will lead to customer dissatisfaction.
• Sales will suffer, as guests choose competitors who consistently deliver.

This brand’s success demonstrates how honing in on foundational elements of food quality can re-engage franchisees, reinvigorate operations, and ultimately drive measurable results.

Related: 6 Principles to a Better Audit Program

Key Insights for Food Service Leaders: Strengthening Your Approach

These principles may be familiar, but applying them with precision and consistency can be transformative. Here’s what this case highlights:

• Start with the End in Mind: Focus on what matters most to guests. Food quality assessments aren’t just an exercise; they’re a strategy for enhancing the guest experience and driving sales.
• Use Data to Drive Decisions: Pilot programs provide actionable evidence to justify broader initiatives. Without data, you’re guessing.
• Combat Franchisee Fatigue: Refreshing and narrowing program focus can re-energize your team and align efforts with what truly matters.
• Anchor in Operational Discipline: The best programs start with a strong foundation. Without operational discipline, even the most ambitious strategies will falter.

Conclusion: Food Quality as a Sales Driver

You’ve heard it before: “Operational discipline is critical.” This case demonstrates just how impactful it can be when applied to food quality. For this brand, it was about more than just processes—it was about fostering a culture that prioritizes what guests value most. The result? Tangible improvements in customer satisfaction and sales growth.

When you think about “operational discipline,” consider how it can transform your business. If you’re ready to explore its potential, Steritech can help. Our tailored assessment programs are designed to align your operations with guest expectations, delivering measurable results. Contact us to learn more.

Learn more about maximizing your operational discipline with OnBrand360