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ONE AFG VIETNAM

A guide for all AFG people to become ONE

WHY IS ONE AFG VIETNAM?

For almost 30 years, AFG Vietnam has been delighting food enthusiasts. Since our first restaurant opened its doors in June 1996, we've been dedicated to crafting memorable dining experiences. Our diverse menu, ranging from elegant European fare to rich Asian flavors, ensures there's something for everyone.

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With nearly 50 restaurants across the country, including popular brands like AL Fresco's, Pepperonis, Jaspas, Jacksons Steakhouse, and Papa's Joe, and a team of over 1,000 passionate staff, AFG Vietnam is always striving to exceed our customers' expectations.

 

We see dining as an opportunity to create lasting memories with friends and family. To gain the unique competitive advantage in today's fast-changing world, we need to create ONE AFG - which makes ONE brand promise by ONE voice represented by our unified team

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ONE OKR

ONE SOP

ONE MOA

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ONE AFG = ONE promise + ONE VOICE 
WHAT IS ONE AFG VIETNAM?
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ONE promise by ONE voice

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ONE promise for our customers made by ONE voice from the united team

Explain ONE AFG in your own business canvas

1. Click in the canvas below to learn how to read a company's business model 

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2. Click here to create your own canvas

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how to make ONE AFG?
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1. Understand EPIC for customer satisfaction & EPIC for employee engagement

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CUSTOMER SATISFACTION

EMPLOYEE ENGAGEMENT

2. Watch the video to understand the alignment between

EPIC for customer satisfaction & EPIC for employee engagement

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3. Look closer into the real case of Hilton New York in 2000s to understand

why ONE AFG need to focus on Quality Failure Index

2. Focus on FQI

3. Use Quality Failure Index in OKR - Objectives 

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 - Focus on Quality Failure Index

4. Understand the Objectives & Key Results (OKR) to measure ONE AFG
(with a focus on Quality Failure Index) 
Click in each OKR to learn how to use

3.use QFI
shoppers
Indoor
Outdoor
average rating is 3 out of 5
average rating is 4.5 out of 5

GUEST SATISFACTION - EPIC 1

The quantity and quality of positive feedbacks (from 4.0) in RateGain

The quantity and quality of positive feedbacks (from 4.0) in the internal channel

average rating is 3 out of 5
average rating is 4.5 out of 5

GUEST DISSATISFACTION - EPIC 2

The quantity and quality of negative feedbacks (below 4.0) in RateGain

The quantity and quality of negative feedbacks (below 4.0) in the internal channel

average rating is 3 out of 5
average rating is 4.5 out of 5

MYSTERY SHOPPERS - EPIC 1

The quantity and quality of mystery shoppers comments on negative feedbacks (below 4.0) in RateGain

The quantity and quality of mystery shoppers comments on negative feedbacks (below 4.0) in the internal channel

average rating is 3 out of 5
average rating is 4.5 out of 5

EMPLOYEE ENGAGEMENT IN EPIC 1 - EPIC 2 

Employee engagement in positive guest feedbacks (from 4.0) in RateGain

Employee engagement in positive guest feedbacks (from 4.0) in the internal channel

average rating is 3 out of 5
average rating is 4.5 out of 5

EFFORTS TO IMPROVE EPIC 1 - EPIC 2

Efforts to end negative guest feedbacks (below 4.0) in RateGain

Efforts to end negative guest feedbacks (below 4.0) in the internal channel

average rating is 3 out of 5
average rating is 4.5 out of 5

innovations IN EPIC 1 & EPIC 2

OFFICIALLY PROPOSED innovations in EPIC 1 & EPIC 2

OFFICIALLY APPROVED innovations in EPIC 1 & EPIC 2

average rating is 3 out of 5
average rating is 4.5 out of 5

REVENUE MANAGEMENT (EPIC 1 + EPIC 2) 

Efforts to improve EPIC 1 & EPIC 2 to reach/exceed OFFICIALLY APPROVED revenue 

Efforts to improve EPIC 1 & EPIC 2 to reach/exceed OFFICIALLY ADJUSTED revenue

average rating is 3 out of 5
average rating is 4.5 out of 5

COST MANAGEMENT (EPIC 1 + EPIC 2)

Efforts to improve EPIC 1 & EPIC 2 to reduce OFFICIALLY APPROVED cost

Efforts to improve EPIC 1 & EPIC 2 to reduce OFFICIALLY ADJUSTED cost 

indoor employee
external employee
innovation
Cost
revenue

One Promise

We keep all promises we make with our guests. If we fail, we are blessed with the 2nd chance

Learn More

One Voice

We all speak only ONE voice. We don't blame on others but we act on mistakes 

Learn More

5. Learn how to use Objectives & Key Results (OKR)

OKR

When we take conflicts as workplace data, they are no longer conflicts but reliable sources to resolve problems and improve quality

 a. Find out how to take a guest complaint

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 b. Find out how to respond to have a guest's positive feedback

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 c. Make your own official OKR proposal

This is the best way to contribute to ONE Silk Path

(Click into 07 numbers below for instructions in details)

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