Strategic Plan

Mission

WMU Dining Service is a team dedicated to providing quality food, excellent service, and exceptional value while advancing the University mission and goals

Dining Service Goal 1:

Provide outstanding products and service

Objective 1: Increase satisfaction with food choices in dining services for customers.

Strategy A: Opening of Valley Dining Center in Fall 2016 with nine micro-restaurants and enhanced menu offerings planned by the Manager of Culinary Operations. 

  • Operational Outcome: Students will be overall more satisfied with dining services as reflected by the annual customer satisfaction survey. 
  • Success Measure: WMU Dining Services will meet satisfaction rating for overall satisfaction in NACUFS national bench mark in the 2016 Customer Satisfaction Survey.

Strategy B: Addition of stir fry station and late-night food options at Hoekje/Bigelow dining center. 

  • Operational Outcome: Management will identify appropriate stir fry ingredients and processes to operate functional stir fry station during dinner. 
  • Operational Outcome: Management will determine appropriate items to including during late-night operations from 8 to 10 p.m., Sunday through Thursday. 
  • Success Measure: Hoekje/Bigelow dining center will achieve a rating of 3.8 for overall food average in the 2016 Customer Satisfaction Survey.

Objective 2: Increase satisfaction with weekend hours of operation in dining services for customers.

Strategy A: Expand weekend Hours for Hoekje/Bigelow and Valley Dining Center.

  • Operational Outcome: Customers will be more satisfied with the weekend Dining Services hours as reflected by the 2016 Customer Satisfaction Survey. 
  • Success Measure: Dining Services will achieve a rating of 3.5 for overall satisfaction with hour of operation in the 2016 Customer Satisfaction Survey.

Objective 3: Valley Dining Center will open for Fall 2016.

Strategy A: Valley Dining Center Project Phase 2

  • Operational Outcome: Full-time staff will be trained on job duties, appropriate equipment, and policies and procedures.
  • Success Measure: Valley Dining Center full-time staff will be trained upon opening Fall 2016.

Strategy B: Valley Dining Center Project Phase 3 

  • Operational Outcome: Dining Services marketing team will determine the marketing and advertising needs for the Valley Dining Center. 
  • Operational Outcome: The Valley Dining Center will have correct menu signage for each menu as appropriate.
  • Success measure: The Valley Dining Center will achieve a rating of 4.0 for availability of posted menu items in the 2016 Customer Satisfaction Survey.

Strategy C: Phase 4

  • Operational Outcome: Dining Services retail operation team will prepare Café 1903 for grand opening. 
  • Success Measure: Café 1903 is in operation upon opening the Valley Dining Center on Friday September 2nd.

Strategy D: Phase 5

  • Operational Outcome: Dining Services team will evaluate the operation daily to make necessary modifications to the menu and to ensure acceptability of all products through verbal customer and employee feedback. 
  • Operational Outcome: The Dining Services team will monitor operating expenses and food cost in Valley Dining Center, as well as Café 1903.

Objective 4: Dining Services will complete Learner Support Unit Internal Program Review per the University Guidelines.

Strategy A: Management will work within the Campus Labs template provided by the University to complete the Internal Program Review.

  • Operational Outcome: The Internal Program Review will be completed by November 2016.

Objective 5: Increase faculty and staff access to the dining centers. 

Strategy A: Introduce a faculty and staff discount rate to access the dining centers when utilizing Dining Dollars.

  • Operational Outcome: Faculty and staff Dining Dollars meal plan is introduced on October 3, 2016. 
  • Success Measure: Increase Dining Dollar Revenue by 10% for faculty/staff meal purchases between October 3, 2016 and April 28, 2017.

Dining Service Goal 2:

Assure a culture of service.

Objective 1: Hire part-time customer service cashier positions for the Valley Dining Center and Hoekje/Bigelow Dining Center to enhance/to provide/to improve service and security at the entrance and exit point of service.

Strategy A: Valley Dining Center and Hoekje/Bigelow will hire part-time customer service cashier positions that meet the minimum position requirements for the Fall 2016 semester.

Strategy B: Hired part-time customer service cashiers will be trained on Dining Services policies and procedures that relate to their position.

  • Operational Outcome: Hired part-time customer service cashiers will communicate correct information to customers at the door.
  • Operational Outcome: Hired part-time customer service cashiers will perform complete at-the-door transactions and handling of cash drawers.

Objective 2: Hire part-time student managers for the Valley Dining Center and Hoekje/Bigelow Dining Center to provide additional support to the Dining Services Management team.

Strategy A: Hire part-time student managers for the Valley Dining Center and Hoekje/Bigelow.

Strategy B: Provide training to student managers prior to the beginning of the Fall 2016 semester that includes an orientation to dining services policies, emergency procedures, conflict resolution and management techniques.

Strategy C: Develop a system for measuring development of student manager personal and interpersonal competence skills.

  • SLO: SWBAT develop or further develop personal and interpersonal competence skills.

Dining Service Goal 3:

Operate with environmentally and fiscally responsible methods.

Objective 1: Incorporate sustainable practices as economically and operationally feasible.

Strategy A: Use of pulper and extractor systems at Bistro 3 and Valley Dining Center.

Strategy B: Will record all sustainability focused projects and results on the dining website including total amount of food waste diverted, fryer oil to mower program, and coffee grounds collection.