It's a grand slam for Shakey's Cebu

CEBU, Philippines - Store of The Year. Best in Product Quality Award. Best in Service and Hospitality Award. Best in Cleanliness and Condition Award.

Shakey's Cebu IT Park outlet's recent sweep in the excellence awards, handed out by Shakey's International Family Food Services Inc., is not so surprising anymore. It was bound to happen.

Last year, the team missed to give the cup a kiss by a thin, hair-like margin of 0.06 points, settling as first runner-up to closest contender Dau (Pampanga), a company-owned branch. So there's no other way to go but up for Shakey's Cebu this year.

The pizza brand has been here in Cebu since 1978, but for the first time in the history of its Cebu operations, it finally grabbed that most coveted Shakey's Cup of Excellence 2011.

 Cebu made it through a meticulous process of sifting. General manager Tita Pepito Castillo disclosed that the team made this milestone happen because they got a firm hold of the store's QSCH (quality, service, cleanliness and hospitality)- criteria to win the cup ."The QSCH is the lifeblood of the operations, or in running this business to win the CUP," she pointed out. "It's a team effort. Because even if the Manager is firm but the team has no will, we could not have enjoyed the fame and glory of being the best among 134 branches nationwide."

Shakey's outlets in Cebu have been consistent qualifiers in the Top 3 spots. In 1994, Shakey's Mango was a runner-up; in 1996 Shakey's SM City Cebu was also a contender,losing by a hair-like margin of 0.03 points; in 2005 to 2007 Shakey's Ayala Cebu made it to first and second runner up, in 2008, Shakey's Banilad was also a contender. Last year, Shakey's I.T. Park settled for second best spot with Shakey's Davao Duterte (now also owned by the Cebu group) as second runner-up.

"It was overwhelming! Bisan kahibalo na ka nga finally you will make it, pero lahi gihapon ang feeling once you hear the name of your outlet being announced. You want to scream. We were overjoyed," shared Shakey's IT Park restaurant manager Dorothy Capangpangan.

Capangpangan shared that with a year, they had to deal with MGs (mystery guests) who would help evaluators shed points relative to cleanliness and critical condition. "Dapat everything is perfect. Paspas ang turnover even if we only have 19 people all in all, in two shifts, in here (referring to the 96-square-meter area of the outlet in The Walk, IT Park) to serve tables able to seat 66 people."

Castillo confirmed that 60 percent of the evaluation was fed by MGs (external auditors), who used to dine individually, but have recently come in groups posing as family on a bonding moment or as friends just hanging out. These MGs wear surveillance cameras to monitor every movement inside and outside of every outlet. The forty percent comes from the QSCH TEAM (internal auditors) who conduct quarterly inspection.

To cite a few examples as to how meticulous the standard is, Capangpangan pointed out that they have to check the right amount of cheese on the pizza to avoid cheese bleeding; they have to spread evenly the ingredients during the construction of the pizza to avoid center loading; and they have to make sure the meat must be on top of the vegetables to promote fullness of the pizza.

As for the mojo, tears are a no-no. There is also a standard cut to it and on serving sizes, so if cuts miss the standards, these are rejected. Even chicken skin should not flip, else it would be taken by the fryer as basket case.

"Like soldiers, we have to be ready always for the battle. Our tough training has equipped us with the capacity to overcome challenges. It was worth the 13-16 hours daily grind, sometimes not having to take a day off or to file a leave just to be able to grapple for the cup. The victory taught us to love all the more our job," Capangpangan enthused.

Further, Castillo said they are able to put the Cebu outlet as the best nationwide today by means of motivation and have made sure to stand by the core values of this food institution: guest focused (we will do whatever it takes not just to satisfy but to delight them), sense of urgency (getting things done quickly), unquestionable integrity (possessing honesty and high moral values), passion and fun (working because we love what we are doing), results oriented (we will make things happen, we will get things done and we will deliver as promised), sense of ownership (being accountable and responsible in using company resources), respect for others (treating others the way we would want to be treated), analytical ( proactive in identifying and solving problems), commitment to excellence (enough is never enough ) and of course, unity of the team /teamwork (united in all of our efforts).

Moreover, this milestone has earned for Mr. Danny Tan his 4th Franchisee of the Year Award. (FREEMAN)