BWLD » Topics » Operations

These excerpts taken from the BWLD 10-K filed Feb 27, 2009.

Operations

Our management team strives for operational excellence by recruiting, developing and supporting our highly qualified management teams and employees and implementing operational standards and best practices within our restaurants.

Restaurant Management. Our management structure consists of a General Manager, one Assistant General Manager and up to four other managers depending on sales volume of the restaurant. We utilize Regional Managers to oversee our General Managers in our company-owned locations, ensuring that they receive the training and support necessary to effectively operate their restaurants. Currently, we have 31 Regional Managers who oversee three to ten restaurants each. As we expand geographically, we expect to add additional Regional Managers. Similarly, our franchised restaurants receive operational guidance from our twelve Franchise Consultants, who oversee 15 to 50 restaurants each. We have seven Directors of Operations who provide leadership to the Regional Managers and Franchise Consultants.

Kitchen Operations. An important aspect of our concept is the efficient design, layout and execution of our kitchen operations. Due to the relatively simple preparation of our menu items, the kitchen consists of fryers, grill and food prep

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stations that are arranged assembly-line style for maximum productivity. Given our menu and kitchen design, we are able to staff our kitchen with hourly Team Members who require only basic training before reaching full productivity. Additionally, we do not require the added expense of an on-site chef. The ease and simplicity of our kitchen operations allows us to achieve our goal of preparing casual dining quality food with minimal wait times. We also believe the ease of our kitchen operations creates a competitive advantage for our concept.

Training. We provide thorough training for management and hourly Team Members, with the goal of providing an excellent guest experience based on our service, food quality and engaging environment.

Our managers are trained using a hands-on education process during a seven-week period at one of our Certified Training Restaurants. During this training period, our manager trainees work in every aspect of the business, including both hourly and management functions. In addition, our General Managers and high-potential Assistant General Managers attend an off-site management skills class.

Our hourly Team Members complete a comprehensive position certification process. Station certification requires 16 to 20 hours of hands-on training. Team Members must also successfully pass position validations, menu certifications, responsible alcohol service training, and training on the safe handling of food.

Team Members who have demonstrated outstanding performance are provided opportunities for career advancement. Those with a high level of knowledge in one or more positions within the restaurant are encouraged to apply to enter the Wing Certified Trainer (WCT) program. The WCT candidate completes a training plan, which includes developing and evaluating his/her ability to train and influence the performance of Team Members. Our objective is to have at least four WCTs in each restaurant. Team Members who have performed successfully as Wing Certified Trainers in three or more station areas can apply to become All-Star Trainers. Our All-Star Trainers have the opportunity to travel around the country to assist with training at new restaurant openings.

Further, Team Members with management potential can participate in the Shift Leader program, which is a developmental program that provides hourly Team Members with the opportunity to build and demonstrate leadership capabilities while providing the restaurants with leaders who are trained to support management. The Shift Leader program helps us to identify talent and build bench strength throughout the organization – through the selection and training of those who have demonstrated the initiative, desire, behaviors and competencies necessary for success in restaurant management, or other positions of leadership.

Career Opportunities. Through our dynamic and progressive training programs, we are able to motivate and retain our field operations team by providing them with opportunities for increased responsibilities and advancement. In addition, we offer performance-based cash incentives tied to sales, profitability and qualitative measures such as guest and team-related metrics. We strive for a balance of internal promotion and external hiring. This provides us with the ability to retain and grow our Team Members and to infuse our organization with talented individuals from outside of Buffalo Wild Wings.

Recruiting. We actively recruit and select individuals who demonstrate enthusiasm and dedication and who share our passion for high quality guest service delivered through teamwork and commitment. To attract high caliber managers, we have developed a competitive compensation plan that includes a base salary and an attractive benefits package, including participation in a management incentive plan that rewards managers for achieving store performance objectives.

Operations



Our
management team strives for operational excellence by recruiting, developing
and supporting our highly qualified management teams and employees and
implementing operational standards and best practices within our restaurants.



Restaurant
Management.
Our
management structure consists of a General Manager, one Assistant General
Manager and up to four other managers depending on sales volume of the restaurant.
We utilize Regional Managers to oversee our General Managers in our
company-owned locations, ensuring that they receive the training and support
necessary to effectively operate their restaurants. Currently, we have 31
Regional Managers who oversee three to ten restaurants each. As we expand
geographically, we expect to add additional Regional Managers. Similarly, our
franchised restaurants receive operational guidance from our twelve Franchise
Consultants, who oversee 15 to 50 restaurants each. We have seven Directors of
Operations who provide leadership to the Regional Managers and Franchise
Consultants.



Kitchen
Operations.
An
important aspect of our concept is the efficient design, layout and execution
of our kitchen operations. Due to the relatively simple preparation of our menu
items, the kitchen consists of fryers, grill and food prep



5






stations that are arranged
assembly-line style for maximum productivity. Given our menu and kitchen
design, we are able to staff our kitchen with hourly Team Members who require
only basic training before reaching full productivity. Additionally, we do not
require the added expense of an on-site chef. The ease and simplicity of our
kitchen operations allows us to achieve our goal of preparing casual dining
quality food with minimal wait times. We also believe the ease of our kitchen
operations creates a competitive advantage for our concept.



Training. We provide thorough training for
management
and hourly Team Members, with the goal of providing an excellent guest
experience based on our service, food quality and engaging environment.



Our
managers are trained using a hands-on education process during a seven-week
period at one of our Certified Training Restaurants. During this training
period, our manager trainees work in every aspect of the business, including
both hourly and management functions. In addition, our General Managers and
high-potential Assistant General Managers attend an off-site management skills
class.



Our
hourly Team Members complete a comprehensive position certification process.
Station certification requires 16 to 20 hours of hands-on training. Team
Members must also successfully pass position validations, menu certifications,
responsible alcohol service training, and training on the safe handling of
food.



Team
Members who have demonstrated outstanding performance are provided
opportunities for career advancement. Those with a high level of knowledge in
one or more positions within the restaurant are encouraged to apply to enter
the Wing Certified Trainer (WCT) program. The WCT candidate completes a
training plan, which includes developing and evaluating his/her ability to
train and influence the performance of Team Members. Our objective is to have
at least four WCTs in each restaurant. Team Members who have performed
successfully as Wing Certified Trainers in three or more station areas can
apply to become All-Star Trainers. Our All-Star Trainers have the opportunity
to travel around the country to assist with training at new restaurant
openings.



Further,
Team Members with management potential can participate in the Shift Leader
program, which is a developmental program that provides hourly Team Members
with the opportunity to build and demonstrate leadership capabilities while
providing the restaurants with leaders who are trained to support management. The Shift Leader program helps us to identify
talent and build bench strength throughout the organization – through the
selection and training of those who have demonstrated the initiative, desire,
behaviors and competencies necessary for success in restaurant management, or
other positions of leadership.



Career
Opportunities.

Through our dynamic and progressive training programs, we are able to motivate
and retain our field operations team by providing them with opportunities for
increased responsibilities and advancement. In addition, we offer
performance-based cash incentives tied to sales, profitability and qualitative
measures such as guest and team-related metrics. We strive for a balance of
internal promotion and external hiring. This provides us with the ability to
retain and grow our Team Members and to infuse our organization with talented
individuals from outside of Buffalo Wild Wings.



Recruiting. We actively recruit and select
individuals
who demonstrate enthusiasm and dedication and who share our passion for high
quality guest service delivered through teamwork and commitment. To attract
high caliber managers, we have developed a competitive compensation plan that
includes a base salary and an attractive benefits package, including
participation in a management incentive plan that rewards managers for
achieving store performance objectives.



This excerpt taken from the BWLD 10-K filed Mar 28, 2005.

Operations

Our management team strives for operational excellence by recruiting, training and supporting the highest quality management teams and employees and through the implementation of operational best practices within our restaurants.

Restaurant Management. Our management structure consists of a general manager, one assistant general manager and up to three managers depending on restaurant sales volume. We utilize regional managers to oversee our general managers, ensuring that they receive the training and support necessary to effectively operate their restaurants. Currently, we have 16 regional managers who oversee 4 to 9 restaurants each. As we expand geographically, we expect to add additional regional managers.

Kitchen Operations. An important aspect to our concept is the efficient design, layout and execution of our kitchen operations. Owing to the relatively simple preparation of our menu items, the kitchen consists of fryers, grill and food prep stations that are arranged assembly-line style for maximum productivity. Given our menu and kitchen design, we are able to staff our kitchen with hourly employees who require only basic training before reaching full productivity. Additionally, we do not require the added expense of an on-site chef. The ease and simplicity of our kitchen operations allows us to achieve our goal of preparing casual dining quality food with minimal wait times. We also believe the ease of our kitchen operations is a significant factor in attracting franchisees.

Training. We provide extensive training for management and hourly employees at company-owned restaurants, with the goal of providing an excellent guest experience based on our service, food preparation and facilities maintenance. Further, we require each franchisee to send its general manager, assistant manager and “control person,” to attend our management training program.

Managers of our company-owned restaurants are trained using a two-step process that includes both in-class and hands-on sessions during an intensive five-week course at one of our certified training restaurants. During this training period, our manager trainees will work in every aspect of the business, including line cook, server and manager.

Our hourly employees in company-owned restaurants complete a comprehensive position certification process. A station certification process requires 16 to 20 hours of classroom and hands-on training. In addition,

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our hourly employees are encouraged to participate in an on-the-job training program called the Wing Certified Trainer, or WCT, program that utilizes both detailed training guides and hands-on instruction by restaurant management. The certification process requires that the employee have a high level of knowledge of all 10 components of the restaurant’s operations manual. These 10 components represent the six different job positions in our restaurant: cashier and greeter, bartender, server, expedite station, grill and southwest station, and chip and shake station. Monetary incentives and additional benefits are used to encourage employees to participate in this certification process. Our objective is to have at least four WCTs at each company-owned and franchised restaurant.

Career Opportunities. We attempt to motivate and retain our field operations team by providing them with opportunities for increased responsibilities and advancement. In addition, we offer performance-based cash incentives tied to sales, profitability and qualitative measures such as mystery shop scores. It is our preference to promote from within whenever possible.

Recruiting. We actively recruit and select individuals who demonstrate enthusiasm and dedication and who share our passion for high quality guest service delivered through teamwork and commitment. To attract high caliber managers, we have developed a competitive compensation plan that includes a base salary and an attractive benefits package, including participation in a management incentive plan that rewards managers for achieving performance objectives.