Burger KingCustomer Success
Burger King Corporation
Founded in 1954, BURGER KING® is the second largest fast food hamburger chain in the world, operating in more than 14,000 restaurants in 100 countries worldwide. Every day, more than 11 million guests visit BURGER KING® restaurants around the world. Burger King is known for serving high-quality, great-tasting, and affordable food. Their commitment to premium ingredients, signature recipes, and family-friendly dining experiences is what has defined their brand for more than 50 successful years.
To maintain this quality, yet allow for continued growth of the business both domestically and internationally, the Global Quality team in 2013 sought to replace their existing supply chain management solution. The team at Burger King identified the need for a higher performing, more robust and reliable solution for managing global compliance, quality and risk than their legacy solution provided.
Burger King began working with CMX in early 2014 to develop their Supplier Performance Enterprise Quality System (SPEQ). The solution went into production in late 2014, with additional releases in 2015, and includes the following capabilities:
Master Data and Document Management
SMX provides a single source to manage and store all of Burger King’s Suppliers, Distributors, 3rd Party Labs and Auditing partner’s information. This includes their corporate offices, facility/locations, contacts, data, and documents. Change Management controls allow for partners to initiate information updates, and regional approvers at Burger King to review and accept those changes. These controls ensure integrity and completeness of partner data.
Supplier Onboarding | Approved Products
SMX is utilized to coordinate the onboarding and approval process for adding new suppliers, adding new facilities, and approving facilities to produce specific menu item ingredients for export to a particular country. The workflow ensures that regional and country specific requirements for legal documents, supplier qualifications, nutrition and allergens, and product packaging and labeling are accounted for. Regional and departmental Subject Matter Experts (SMEs) are responsible for reviewing and approving information and documents submitted during each step of the process.
The Global Quality team also uses SMX to manage their product specifications for their extensive and varied menu worldwide. Utilizing an authoring, review and approval workflow, the team is able to collaborate across regions, departments, and with suppliers to create data-driven specifications. Specifications are created utilizing intelligent forms that can include product formulations, processing control points, packaging, labeling, storage and shelf life, and nutrition and allergen statement requirements depending on product categories and sub-categories. Revision and Variation capabilities, allow Burger King to manage and track specification changes over time and keep impacted parties informed of updates.
SPEQ also leverages several of SMX’s additional modules for managing quality assurance and compliance including:
SMX automates the calculation of nutritional values and declarations for allergens for ingredients produced by one or more approved facilities. These values are further aggregated when combined into menu items for different countries. The module utilizes business rules for country specific rounding rules and allergen statements where cross-contamination may be present based on differences in supplier facilities and cooking equipment used in restaurants.
SPEQ includes a comprehensive case management module for addressing product-related incidents reported by restaurants. The workflow provides collaboration and resolution tools for restaurant managers, Distributors, Suppliers, 3rd Party Labs, and Burger King’s Quality Assurance Team to address and resolve incidents. The solution provides for coordinating credits and replacements, guest communications and automated record keeping for compliance purposes.
Through the use of SMX’s Application Programming Interface’s (API’s), Burger King’s 3rd Party Auditing partners are able to report Approval and Ongoing Facility Audits on a daily basis through XML Data Feeds. The feeds and corresponding .pdf documents are automatically processed each night and mapped to the appropriate facility and specification. The feeds include detailed audit results, questions, observations and findings for reporting purposes.
Lab and Sensory Tests
Burger King’s 3rd Party Lab partners also have access to the SPEQ system. This enables them to access the product specifications which include the finished product standards, processing control points and testing methods they are responsible for testing on a regular basis. Labs are able to upload test results, giving Burger King continuous insight and status on product quality.
Supplier, Distributor & Regional Scorecards
The CMX team worked closely with Burger King to implement tailored Supplier, Distributor and Regional Scorecards utilizing a combination of the native reporting tools available in the CMX platform and also from Pentaho’s Business Analytics platform. The scorecards are weighted based on region and supplier type and factor in facility volume and performance in the areas of Audits, Incidents, Lab and Sensory Tests. The scorecards are automatically run each month providing direct feedback to vendors on their performance, and trending and comparative analysis for Burger King by supplier type and region.
The implementation of SMX has had a significant impact on Burger King’s ability to manage and monitor supply chain quality, risk and compliance as their business continues to grow rapidly.
The primary benefits include:
- The integration of all the different Supplier, Product and Quality Assurance processes and information into a single system has provided faster and easier access for all stakeholders to critical information and oversight of supply chain risk and compliance.
- SPEQ provides advanced process control and task management in the areas of Supplier Onboarding, Specification Management, Nutritional calculations and allergen declarations, Incident Management, and the reporting of Facility Audits and Lab and Sensory Tests by 3rd Party partners.
- The new system is adaptable to the growing complexities of today’s worldwide supply chain accounting for regional and country specific requirements.
CMX has been a tremendous partner to work with. Our operating environment is incredibly complex; we’re a global brand with locations around the world, our menu is diverse and we source from thousands of suppliers. It’s a tough problem to tackle and CMX was the right choice for us. With their platform, Burger King has continued to aggressively scale our business, while maintaining control and oversight over supplier and product quality.
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