The AMT-P&P1G Policy Development Project Group, as part of the Ami Tea & Sub 2024-2025 Pivot & Propel (P&P) Initiative, is dedicated to creating a Comprehensive Operations Handbook (COH) that encompasses new policy directives across various facets of Ami Tea & Sub's core business. This includes, but is not limited to, human resources, customer engagement, and staff training guidance. A comprehensive training document is of utmost importance for an F&B chain like Ami Tea & Sub for several reasons:

1. Uniformity and Consistency: The COH ensures that all Ami Tea & Sub employees, regardless of their role or location within the organization, have access to standardized policies and procedures. This promotes consistency in task execution, leading to improved operational efficiency and an enhanced customer experience.
2. Compliance and Risk Mitigation: Given the constantly evolving regulatory landscape, strict adherence to compliance standards is essential. The COH serves as a reference point to ensure that our business operations align with legal requirements, thereby reducing the risk of legal issues and potential liabilities.
3. Streamlined Onboarding and Training: A well-documented COH simplifies the onboarding process for new Ami Tea & Sub employees. It provides a structured framework for their training, enabling them to quickly become productive team members. This, in turn, reduces the time and resources required for training, benefiting both our employees and the company.

What is its strategic implications?

The implementation of a Comprehensive Operations Handbook for Ami Tea & Sub is pivotal in achieving standardization and quality control across all franchise locations. This uniformity is crucial in maintaining product and service quality, which directly impacts brand reputation and customer loyalty in the competitive F&B sector. The handbook also streamlines employee training and onboarding processes, ensuring a consistent and efficient operational approach across the franchise network.

From a legal and operational perspective, the handbook plays a key role in ensuring compliance with employment laws and minimizing legal risks associated with labor practices. It serves as a clear reference for handling HR-related matters, disputes, and disciplinary actions. Additionally, it includes customer engagement strategies that guide franchises in delivering a uniform customer experience, fostering brand identity, and enhancing customer satisfaction.

The handbook not only maintains operational consistency but also supports innovation and adaptation to local market needs. It provides a framework for performance measurement and improvement, fostering a culture of continual enhancement. Furthermore, it aids in building a unified organizational culture, crucial for employee engagement, and supports scalability and growth, making it an essential tool for both current operations and future expansions of Ami Tea & Sub.

Goals that this project supports:

Primary Goals

• Goal 1 – Standardization and Quality Control: Ensuring franchise-wide compliance to uniform standards for product and service quality, which is essential to maintain the brand’s reputation and customer satisfaction.
• Goal 2 – Training and Operational Efficiency: Streamlining the process of training and onboarding new employees across the franchising system, leading to uniformity in skills, knowledge, and operational practices.
• Goal 3 – Legal Compliance and Risk Management: Providing clear policies on human resources to comply with local employment laws and regulations, which minimizes legal risks and ensures proper handling of labor-related issues.

Secondary Goals

• Goal 4 – Customer Engagement and Satisfaction: To build customer loyalty and brand identity through standardized training and engagement procedures. 
• Goal 5 – Innovation and Market Adaptation: To create favorable conditions that allow for adaptation to local market preferences/new product introduction.
• Goal 6 – Organizational Culture and Employee Engagement: To build a unified organizational culture across franchises, which helps to reinforce engagement and promote talent retention.

What areas will be covered?

There are four primary areas covered under AMT-P&P1G:

1. Product Knowledge and Preparation: This section covers detailed information about all menu items, including bubble tea and Vietnamese street food. It should include recipes, ingredient lists, preparation methods, and presentation guidelines. Understanding the unique selling points of each product, along with allergen information and potential dietary restrictions, is crucial for staff to effectively inform and serve customers.
2. Customer Service and Engagement: Training in customer service is vital for creating a positive dining experience. This area focuses on teaching staff how to interact with customers, manage orders, handle complaints, and maintain high standards of service. It also includes training on the use of Point of Sale (POS) systems, order taking procedures, and understanding customer preferences.
3. Health, Safety, and Hygiene Protocols: This critical area covers all aspects of food safety, personal hygiene, and workplace safety. It includes training on proper food handling, storage, and preparation practices, as well as adherence to local health and safety regulations. Staff should be familiar with sanitation procedures, emergency protocols, and the importance of maintaining a clean and safe dining and kitchen environment.
4. Operational Procedures and Workplace Ethics: This section deals with the day-to-day operations of the restaurant, including opening and closing procedures, inventory management, and basic administrative tasks. Training in workplace ethics is also essential, covering topics like teamwork, professional conduct, handling of financial transactions, and respect for diversity in the workplace.

Tasking: The DTTP UX/UI Design team is responsible for finalizing the AMT-P&P1G project for Ami Tea & Sub, which entails but is not limited to the following tasks: 

• Draft Conversion: Convert the existing draft of the Employee Handbook into comprehensive and user-friendly formats, specifically PDF and PowerPoint.
• Brand Alignment: Ensure that the design and content of the Handbook align with Ami Tea & Sub’s established art style and branding guidelines.
• Infographics and Visuals: Create and incorporate relevant infographics, charts, and graphs to make the Handbook visually engaging and informative.
• Final Review and Edits: Conduct thorough reviews and edits to ensure accuracy, consistency, and quality of the final product.

Tools recommended are: Figma (for Wireframe proposal); Adobe AI/Adobe InDesign (for PDF); and PowerPoint (for PPT component). 

Deliverables:

• Deliverable 1 (20%): Wireframe Proposal of each COH section (20%), Including development of accompanying user persona and journey map analysis as needed. 
• Deliverable 2 (60%): Final Comprehensive Operations Handbook (PDF), Including development of accompanying infographics, charts, diagrams, etc. as needed.
• Deliverable 3 (20%): Simplified PowerPoint Training Slides based on the COH (PPT)

The Riipen DTTP UX/UI Design Team is tasked with providing project updates to the Project Manager. The list of deliverables has not yet considered semi-drafts and work-in-progress. It is encouraged for the Riipen DTTP UX/UI Design Team to collaborate with the Project Manager in order to identify key milestones based on the provided critical path.

Please review the included document for further details.

Evaluation Criteria: The final handbook will be evaluated on design coherence, brand adherence, clarity, and usability, based on a provided rubric. The goal is to create a handbook that is both visually aligned with the brand and easily navigable for employees. For more detailed information on key documentation and deliverables required, please review the section below. 

Project Completion: To complete this project, the deliverables must meet all qualifications as indicated by the rubric and evaluation criteria. Ami Tea & Sub's Management reserves the right to modify, provide unlimited input and edit the draft and final deliverables without restrictions from the participants. In doing so, management also reserves the right to reject a deliverable should it fail to meet the qualifications indicated by the rubric/evaluation criteria. All deliverables must be uploaded to OneDrive at the conclusion of the project: AMT-P&P1G-Policy Development Group - OneDrive (live.com)

All documents will be released upon authorization.

Students will connect directly with us for mentorship throughout the project. We will be able to provide answers to questions such as:

• Current product understanding
• Industry standard design tools and applications
• Any sort of branding or styling advice
• Input on choices, problems or anything else the students might encounter

The project manager will supply necessary graphics, images, and branding assets, in addition to other information to guide the design process, ensuring consistency with Ami Tea & Sub’s visual identity.