El Pollo Loco’s Work Culture Takes Flight
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- EthicsPoint® INCIDENT MANAGEMENT
- Whistleblower Hotline Intake
- Incident Management: EthicsPoint®
- Awareness Solutions
Tech Stack
- Centralized case management system
- Data Analysis Tools
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Employee Satisfaction
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Food & Beverage
Applicable Functions
- Human Resources
Services
- System Integration
- Data Science Services
About The Customer
El Pollo Loco is the nation’s leading quick-service restaurant chain specializing in flame-grilled chicken. Founded in Mexico in 1975, El Pollo Loco’s success stems from the unique preparation of its award-winning “pollo,” fresh chicken marinated in a signature recipe of herbs, spices, citrus and garlic passed down from the founding family. The chain ended 2010 with a total of 412 restaurants located in nine U.S. states. The company has over 5,000 employees and is committed to maintaining a good relationship with its employees and customers. The company believes that in the restaurant industry, reputation is everything, and that includes reputation with employees as well as with customers.
The Challenge
El Pollo Loco, a leading quick-service restaurant chain specializing in flame-grilled chicken, was facing a challenge in maintaining a good relationship with its employees. The company was using a basic employee hotline service and a relatively disorganized case management system. With only spreadsheets and scattered notes, it was impossible to see any trends emerging in the data. The process was clearly inadequate for El Pollo Loco’s needs. The company wanted to generate employee communication and reduce legal risk by listening to feedback and acknowledging concerns. However, the existing system was not efficient in providing a systematic approach to documenting case assignments and streamlining workflow.
The Solution
El Pollo Loco chose EthicsPoint to provide a single case management product that could improve communication, identify trends and analyze data. The company worked with NAVEX’s Implementation Services team to configure the system to meet its specific needs. The case management system was set up within each division of the organization. Reports automatically go to the right manager. The system enables El Pollo Loco to keep track of each issue and resolution. The company then uses tools within the case management system to analyze the data, providing a greater ability to identify trends in the workplace.
Operational Impact
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