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Adding Value- The New Glover Cafe
The Problem
The Glover Café at BIDN has been a tradition in the Needham communityserving the hospital’s many employees, patients, and even local residents. Until 2013,
the Café stood in its small corner of the old hospital wing with a handful of tables and
limited food production capabilities. Though the old Café was a favorite of many, wait
times were long, food production was limited, and there was little room for growth. As
a result, the potential for increased sales and transactions was minimal. With the
hospital continuing to expand, there was a need for a larger facility in order to provide
the best service possible to our many loyal customers.
In July 2013, the new Glover Café opened. More than triple the size of the
previous space, it now offers a variety of cold and hot food and beverage options. The
Café includes a hot entrée line, a salad bar, a deli station, a soup station, smoothies,
coffee, cold foods and beverages, and more.
The Results/Progress to Date
53.8% increase
frpm FY2012
Aim/Goal
Our goal was to increase the value in the new Glover Café, as measured through
both qualitative measures (customer comments, feedback forms) and quantitative
measures (revenue, average sales, transaction average, rate of capture).
Katie Laycock- Sodexo, General Manager
Michele Morgan RD LDN Sodexo Clinical Nutrition Manager
Erin Boudreau- Sodexo, Executive Chef
Monica Vasquez, Francesca Serpa, Don Regan- BIDN Staff
Lois Marks, Helaine Yanofsky- BIDN Volunteers
The Interventions
“The space is
really inviting
and uplifting”
‐ customer
In January 2013, the old Glover Café closed.
An interim Café was established from January-June 2013
The new Glover Café opened its doors in July 2013.
Quantitative measures of value were gathered, including revenue, average
weekly sales, average rate of capture, and transaction average
Qualitative measures of value were gathered, including customer comments
and feedback forms
Customer-oriented initiatives in the Glover Café:
o
o
o
o
o
Lessons Learned
The Team
Meatless Mondays and Wellness Wednesdays
BIDMC Chef Series
New Product Tastings
Pedometer Challenge and Employee Wellness
Seasonal Farmer’s Market
The new Glover Café has resulted in increased annual revenue, average
weekly sales, and rate of capture. The trends for these quantitative
measures of value have not plateaued and continue to increase.
o Annual revenue in 2012 was $143,412.00 and annual revenue in
2013 was $203,018.00.
o Average Weekly Sales skyrocketed from $13,000/week in 2012 to
$20,000/week in 2013- these continue to increase in 2014.
o Average Rate of Capture for 2012 was 21% and for 2013 it
increased by 14% to 35%.
Though many are nostalgic for the old café, customer comments about the
new Glover Café have been overwhelmingly positive. We continue to see
more and more customers in the new space.
Customer-oriented initiatives, such as the Farmer’s Market and Product
Tastings, have helped bring awareness to the new Glover Café and its many
offerings. These initiatives have also helped to add value to the space.
Next Steps
Continue to track quantitative and qualitative measures of value
Continue to promote the new Glover Café and increase rate of capture
Continue with customer-oriented initiatives and other community activities
For more information, contact:
Jeanine LeDoux, MS RD LDN
Sodexo Food and Nutrition at BIDN
jledoux@bidneedham.org
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Dublin Core
The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/.
Title
A name given to the resource
Silverman Symposium
Description
An account of the resource
Each year the Silverman Symposium poster session offers BIDMC staff and affiliates the opportunity to share experiences and learn about efforts to improve Quality and Safety.
Date
A point or period of time associated with an event in the lifecycle of the resource
2021
Silverman Poster
Primary Contact
If you would like more information about this project, contact this person. Make email address clickable.
Jeanine LeDoux (<a href="mailto:jledoux@bidneedham.org">jledoux@bidneedham.org</a>)
Department
Any departments listed on the poster or identified in the spreadsheet.
Food Services
BIDMC Location
The BIDMC location where the poster team resides if identified in spreadsheet. If not identified, choose BIDMC.
BID-Needham
Project Team
Katie Laycock
Michele Morgan
Erin Boudreau
Monica Vasquez
Francesca Serpa
Don Regan
Lois Marks
Helaine Yanofsky
Dublin Core
The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/.
Title
A name given to the resource
Adding Value - the New Glover Cafe
Date
A point or period of time associated with an event in the lifecycle of the resource
2014
Format
The file format, physical medium, or dimensions of the resource
pdf
Efficiency
Patient and Family-Centeredness