“Before Falcony, there tended to be a focus on the big things that could go wrong, so attention was disproportionately given to potentially life-threatening situations, which are quite rare. Big things that have gone massively wrong. In focusing on this, we were missing out on the details surrounding small things, …
“We now see real-time the reported observations and submitted audits by restaurant, region, chain and organisation as a whole. With this information, we are able to prioritise our improvement areas more effectively.”
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