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PROBLEM AWARENESS:
The Sodexo Dining Campus Student Surveys, done once each semester, had plummeted to an abysmal 17% level at the OU student dining hall - known affectionately as “the Café” - in spring 2011 - against a national 45% norm - before Mike Beutel came to Oakwood as general manager for Sodexo, OU’s outsourced dining services company.
PROCESSES’ EXECUTION:
First, Beutel’s conducted needs-analysis revealed that the cause of the low satisfaction rate was lack of leadership out on the dining hall floor during peak meal times; overseeing floor operations was key to improving customer satisfaction.
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