130 | Business World Magazine |
December 2013
care of your guests, they’ll come back
again, and again, and your business will
stay relevant.”
If anything has changed, Pacinda says
it is reflected in the degree that technolo-
gy has been integrated within operations.
“Sixteen years ago, there were lots of
manuals and binders, but now all that ma-
terial is available online. That has helped
us to efficiently provide training for a lot
of young people who can go online or use
their iPhone to conveniently access train-
ing materials for the job they’re going to
fulfill. It’s also enable customers to go on-
line, order whatever they wish from the
menu, and have dinner delivered direct
to their home from any one of our more
than 350 locations,” says Pacinda. “Tech-
nology has empowered us to expand
our services to customers as well as our
franchise partners, but at the same time,
we’ve never walked away from the focus
