Laurel Pub – Process Review (051)


Need

Business process review and design in advance of the roll out of an Electronic Point Of Sale (EPOS) system into 620 pubs.

Context

The Laurel Pub Company was formed by the purchase of the Pub Division of Whitbread by Deutsche Bank in 2000. The business comprised 650 managed pubs and 1500 pub premises leased to independent managers. Deutsche Bank sold the group on in late 2004 but in between times, the central team had to disconnect from Whitbread suppliers, processes and systems, manage the sale of the leased estate and purchase of other small pub groups.

Issues / Challenges

There were a range of processes in operation across the estate that evolved from various previous owners.

Aims of the project

We were engaged to assist the company review its retail business processes prior to the roll out of an EPOS system into its pubs. The review was required to ensure that the new system could be used with the current operation and that no major changes would be needed.

Measures implemented

Working with a small team of operational managers, Stuart facilitated the review, design and documentation of the processes.

Outcomes

We confirmed that no major changes were required and procedures were amended / aligned in order that they would work with the new till system. The resulting material was used by the training teams during the roll out and in the procedure manuals.

Learning points

The knowledge and experience from the retail motor industry was relevant to the project because the pub group and a retail group shared many common features.