Dunkin’ Donuts

Dunkin' Donuts is the world's leading baked goods and coffee chain, serving more than 3 million customers per day. With nearly 120 years of franchising experience, the company sells more than 50 varieties of donuts and more than a dozen coffee beverages as well as an array of bagels, breakfast sandwiches and other baked goods. There are more than 8,000 Dunkin’ Donuts restaurants in
41 states in the U.S. plus the District of Columbia.

Challenges

Dunkin’ Donuts in Connecticut came to Acumen back in the days of fax machines and spreadsheets. It was around the time that franchisers had just found a way to attract even more customers into its their outlets—more room!

They ditched their in-store bakeries, which often times took up half the store’s square-footage, and switched to a centralized kitchen. There they could produce their award- winning donuts and baked goods and whisk them out to each store fresh every morning. And without a bakery in every outlet, there was more seating, better counter space and the now Dunkin’ staple: the drive-thru.

Acumen got involved when each of the 200-some franchise sites in Connecticut needed to communicate with the newly opened central bakery. Most were using telephones, fax machines and spreadsheets to place their orders for the first of their hungry morning customers. Real-time was lag-time.

And their existing ERP system (Enterprise Resource Planning) was expensive and far too cumbersome to take care of the Dunkin’s complex and particular baking, delivery and sales environment.

“ACUMEN CAME ALONG AND CHANGED THE PLAYING FIELD,” SAID DUNKIN’ DONUTS CONSULTANT. “THEY BROUGHT AUTOMATION TO THE TABLE AND THE WHOLE MODEL CHANGED.”

What was needed from Acumen was an integrated time and attendance and production management system for the quick serve restaurant sector. One that secured employee access to the high volume kitchen, efficiently kept track of the time and attendance of the employees, stored and processed baked good orders. Then produced, batched and tracked each order’s life cycle—whether the donut or muffin was sold or thrown away/donated to a local food bank.

“Dunkin’ Donuts was remodeling the way they did business,” said a consultant for Dunkin Donuts in charge of the Hartford district. “Acumen came along and changed the playing field. They brought automation to the table and the whole model changed.”

Solutions

The lifecycle of the donut begins early—about four o’clock in the afternoon before it’s sold. This is when employees arrive to the CPL (short for “central production location” or in Dunkin’ Donuts case, the bakery). The CPL also functions as a complex commissary where everything from cups to coffee stirrers are stored and distributed to the more than 200 local franchises.
Most important here is EntryVIEW—Acumen’s security software and hardware that allows entrance to the bakery. This system provides authorized employees with secure access to the facility and synchs with the time and attendance software. EntryVIEW is the premium choice in select business environments in the post 9-11 world.

It keeps facilities safe with real time monitoring of all access points. With features like card management, door control, live video, maps, alarm management, Dunkin’ Donuts got a simple-to-understand system that’s easy to navigate. Plus, it’s fully scalable and integrated only where needed.

ACUMEN DESIGNED THE PRODUCT TO WORK SPECIFICALLY FOR DUNKIN’ DONUTS PARTICULAR APPLICATION. ONE OF ITS CENTRAL FEATURES IS TO RETAIN ANALYTIC DATA KEY TO DUNKIN’ DONUTS PRODUCTIVITY MATRIX. SALES INFORMATION CAN BE FILTERED TO CAPTURE HISTORICAL SALES BEHAVIOR . . . .

Then Dunkin’ Donuts needed a time and attendance system that could synchronize with its security system and its production system. LaborVIEW is Acumen’s integrated solution for capturing employee clock in/clock out. It provides dashboards for Dunkin’ Donuts’ administrators, supervisors, and employees that give real-time insight into their workforce.

Red, yellow, and green icons help users see who is out-of- office, on-break, and clocked-in, respectively. There’s a centralized management console customized by group, department, position, employee, and more. That way, each Dunkin’ employee views only the appropriate information.

Fast, Accurate, Dependable

Next, Dunkin’ required a system that could tell its central bakery employees which products to produce and in what quantity. Whether glazed or with sprinkles, whether chocolate or plain cake. It needed fast, accurate orders from each of its outlets to come in through a system that was dependable, accurate and real-time. They needed batch orders for yeast products and for cake products. So Acumen selected its cloud-based order production management system, JobVIEW.

Acumen designed the product to work specifically for Dunkin’ Donuts particular application. One of its central features is to retain analytic data key to Dunkin’ Donuts productivity matrix. Sales information can be filtered to capture historical sales behavior such as time of day of purchase/time of year/special event cycles like Valentine’s Day or local bulk sales to customers such as a Boy Scout group.

DUNKIN’ DONUTS GOT PRODUCTION AND LABOR COSTS ALL IN ONE SYSTEM WITH A CLICK OF THE MOUSE. REPORT CAPABILITIES WERE THEN TAILORED TO EACH MANAGER’S NEEDS.

Data can be filtered through a product’s life cycle: from mixing to baking to cutting to picking batching to delivery to shelf life all the way through to individual sale/disposal or donation. This eliminates waste and improves productivity—time and time again. Dunkin’ Donuts got production and labor costs all in one system with a click of the mouse. Report capabilities were then tailored to each manager’s needs.

And as Dunkin’ Donuts grew, Acumen grew, eliminating the need for another more up-to-date solution. From the initial client server application to the client web application to today’s cloud-based solutions, Acumen software is entirely scalable.

This simply means no more end-of-life for your software or hardware. Software-as-a-Service (SaaS) model or licensed for use, the software allows users to manage the most complex union time and attendance requirements and incorporate shift bidding and briefing pay.

Even better, Dunkin’ Donuts was able to rename all fields and labels to ensure the terminology matched corporate conventions. “Acumen evolved their solution for us to adapt to the technology available,” said the Hartford consultant. “Dunkin’ wanted to improve the performance connectivity and the support profitability and total efficiency at the store-level. Both macro and micro. We built trust with Acumen through a process that worked and was delivered on time.”

FROM FLORIDA TO NEW HAMPSHIRE, FROM NEW YORK TO OHIO . . . HELPING DUNKIN’ DONUTS CONTINUE SERVE THE HIGH QUALITY DONUTS AND BAKED GOODS FOR WHICH IT IS KNOWN.

Dunkin’s production and labor requirements were complex and Acumen’s goal was to get everything to start together, work together, and finish on time. JobVIEW ensured that Dunkin’s employee team and baking processes were on-schedule and in perfect pitch.

With easy-to-use production scheduling, inventory tracking, and machine tracking. This makes for a better streamlined, productive labor force with reduced labor costs and less waste.
There’s a common user interface, database, and job flow— with dashboards that make sense for particular Dunkin’ employees. So that each store could achieve total harmony—complete baking and delivery automation and lower operational costs, on-time, all the time.

Today, the Acumen family of integrated time and attendance, access control, and production management hardware and software is up and running in Dunkin’ stores across nine states . . . from Florida to New Hampshire, from New York to Ohio . . . helping Dunkin’ Donuts continue serve the high quality donuts and baked goods for which it is known.