ONLINE EXCLUSIVE: Tim Hortons’ Implements Video Technology to Decrease Service Time

Tim Hortons’ store district managers, in collaboration with store owners or managers, created motivational programs for staff to improve performance in one of the key areas identified. The Performance Monitor tool has several key measures in combination with reports each manager pulled weekly to review with staff. Once managers read the reports, benchmark measures could be set. Employees were encouraged to view the Performance Monitor regularly to improve performance on metrics such as service time.