FREQUENT and thorough spot checks with on-the-spot feedback via mobile broadband smarts is Subway's proud formula to fresh and hygienic food.
These principles have kept its tills ringing and Subway has expanded to 66 outlets from 42 two years ago. Started here 12 years ago, the American chain now serves 18,800 sandwiches a day.
Stringent hygiene controls cannot be over-emphasised in the light of Singapore's worst food poisoning case, which has left two dead and 152 others ill after eating Indian rojak at a Geylang Serai stall.
A handful have also been taken ill after eating at steamboat restaurant BaShuRenJia in Geylang.
'We have enforced a long list of stringent guidelines on every outlet since Day One,' said Raphael Chan, the country director of Subway Singapore Development. 'Everyone has been kept on their toes.'
As an agent who looks after Subway's franchise here, Raphael's team ensures that all the outlets observe guidelines on ingredient dating, store and personal hygiene and sandwich preparation.
Guidelines cover small but important details: Each outlet has both a freezer and a chiller - which has separate functions. Meats, for instance, have to be thawed in the chiller instead of at room temperature, a must to prevent bacteria growth.
Also, eggs have to be stored on the lower shelves of the chiller to avoid contaminating other ready-to-serve foods like cut vegetables and pre-cooked meats.
'If a franchisee consistently flouts the rules, the licence will be taken away,' he said, adding that four have exited the franchise so far for failing to keep up with its high standards.
Webbing on the move
In Singapore, four field consultants conduct surprise checks on every outlet at least once a month, making sure that everything from knives to wash basins are squeaky clean.
For zippier workflow-on-the-go, each field consultant is equipped with a Fujitsu laptop and a portable Canon printer. A wireless broadband dongle from M1 goes with the laptop to allow him to hook up to the Web.
After outlet inspections, these tech tools allow the consultant to immediately file audit reports on a secure page on Subway's website.
A copy of the audit report goes immediately to its headquarters in Connecticut, United States. Another copy is sent via e-mail to the franchisee.
Using the portable printer, the field consultant can print out a hard copy of the audit report and go through it with a Subway outlet staff.
Such sessions take two to four hours, depending on the state of hygiene.
'If they have flouted many guidelines, they would get either an earful, a warning or a termination letter,' said Raphael.
Prior to using M1's mobile broadband service in 2006, the consultants could file audit reports only when they return to the office. So, the on-site debriefing could not be done on the same day.
Chris Nair, a field consultant at Subway, swears by mobile broadband, which costs $38.72 a month for a 2Mbps line.
Mobile technology allows him more mobility and Chris now heads back to the office just twice a week.
'I can do a more thorough check at the restaurants instead of having to rush back to the office to file the audit reports.'
Productivity has improved too. Chris can now review Subway promotional and marketing materials while waiting at the restaurants.
'I used to sniff out the nearest Starbucks for its free Wi-Fi to do some work. No longer now.'
