LP Magazine

JUL-AUG 2019

LP magazine publishes articles for loss prevention, asset protection, and retail professionals covering shrinkage, investigations, shoplifting, internal theft, fraud, technology, best practices, and career development.

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31 LP MAGAZINE | JULY–AUGUST 2019 LEARNINGS IN THE QUICK-SERVICE RESTAURANT SEGMENT "Dunkin' Brands is the worldwide franchisor of two of the world's most-recognized and beloved brands—Dunkin' Donuts, which started in 1950 in Quincy, Massachusetts, and Baskin Robbins, which started in 1945 in Glendale, California. What I like best about our brands is that although they began on opposite coasts, everyone is passionate about our brands and they evoke powerful memories. Everyone has a story about the first time they enjoyed Dunkin' donuts or Baskin Robbins ice cream. It makes working for our brands fun. "Today there are more than 20,000 Dunkin' Donuts and Baskin Robbins locations across more than sixty countries. We're 100 percent franchised in the United States; we have no company-owned locations. We are also unlike many other franchised companies in that we don't own our supply chain…." "As a franchisor, we do not direct, develop specific programs, or require certain measures of our franchisees. We recommend practices and common elements of an LP program, but specifically developing a program is up to each independent franchisee. That doesn't mean the LP team doesn't engage with our franchisees, because we certainly do. We just engage more from a consultative and business approach. "Our core initiatives are focused on educating the independent franchise business owners on the importance of incorporating the concepts of loss prevention into their business. We educate them on understanding how losses affect sales, unit economics, and overall profitability. We show them systems, reports, and metrics that we think can help them better understand their business, and they then are positioned to take their own actions to reduce loss…." "Our team is fully engaged in various aspects of our business, which is a testament to the people on the team and our ability to build relationships with other departments. "The LP team focuses their time on our franchisee initiatives, understanding that the more profitable our franchisees are, the better it is for us as the franchisor. We also are responsible for investigating certain violations of our franchise agreements, including intentional underreporting of sales. We look for loss prevention managers who are business savvy, can understand financial documents, and can lead a sophisticated investigation. The team also has a role in investigating potential fraud regarding our e-commerce. "On the corporate security side, our biggest responsibility is Dunkin' Brands' roughly 1,100 employees; especially the safety and security of all employees while traveling to any of our locations across sixty plus countries around the globe. Whether it is a member of leadership traveling to an area or an international business manager in-country, our employees are our brand, and we want to keep them safe." CKE Restaurants Holdings Paul Jones, LPC, Director of Asset Protection and Risk Management Excerpts from "Reflecting on the Evolution of Retail Security" July–August 2018 "CKE Restaurants Holdings, Inc. owns two brands in the quick-service restaurant (QSR) industry, Carl's Jr. and Hardee's. We are headquartered in Franklin, Tennessee, just outside Nashville with more than 3,900 restaurant locations in forty-two states and in twenty-eight countries…." "I can say ten to fifteen years ago, we were all about driving numbers, hoping shrink would come along with it. Sometimes we had data, but most often we were going on instinct. As technology evolved and we had exception reporting, we learned how to use data to start driving decisions. In fact, what I saw in my career is that we in loss prevention did it better than the operators. We took the time to make sure that data drove decisions, and then we developed the solutions around what the data told us. We developed programs, built training, and awareness behind that, and then we saw our shrink get fixed. "When you take that approach to allow data to drive the decisions, and you make the investment in getting the right people who are very smart, you'll have a great solution. I hope to O ur core initiatives are focused on educating the independent franchise business owners on the importance of incorporating the concepts of loss prevention into their business. We educate them on understanding how losses affect sales, unit economics, and overall profitability. We show them systems, reports, and metrics that we think can help them better understand their business.

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