The School Caf Business Systems Gap analysis (Previous FY) Strategic Objective Target Actual Variance Favourable / Unfavourable / Ok What are the areas for improvement / gaps? What needs to be done to close these gaps? Customer service system Customer satisfaction ratings 80% 43% Waiting time for food 10 mins 13 mins Supplier chain and inventory / ordering system Supplier on-time delivery reliability 95% 77% Locally sourced produce and ingredients 75% 81% Marketing operational system Customer satisfaction rating 80% 73% Customer retention rate 60% 48% Favourable