“Looking back, getting to where we are today was not easy. Every change in the process and system was met with resistance and it took us time and effort to educate people and gather the buy-in. However, in the process, we got to see the resilience and adaptability of our people. This helped us identify team members who understood the need to raise standards, were willing to put in the hard work and had the capability to develop and cascade the service culture. Yes, there was sweat, blood and some tears, but the pride and bonding we gained through the building the organization together was immeasurable. Thank you Capelle, for coming alongside us, so glad to have found a partner in you!”

“As a kitchen manager, I stress the importance of consistency in portion, preparation and presentation. If our outlets produce different levels of food quality because chefs are trained differently, expansion would not be possible. When customers walk into any Sushi Tei outlet, who would expect is consistency and reliability, and an OJT system makes that possible. Now, training is no longer subject to a trainer’s style, memory power, availability, etc., even a junior member of the team can help to train a new staff!”

“In the past, we experienced some level of inconsistency with food preparation and service standards. This resulted in confusion and frustration for both our customers and staff who were sent to help out in other outlets. However, things are not the same now. With OJT blueprints, we are structured and consistent in our training. We set up every outlet with the same rigor; the leading team sets the standard and pace (according to the blueprint) for the rest to follow. Now, not only are we proud that we have established a service culture, the increase in compliments and reduction in complaints are also a treatment to the success of the project.”