IBERSOL | Annual Report 2021

ANNUAL REPORT 2021 operation of its restaurants. This financial year was also marked by continuous investment in training processes and retention. In terms of training and certification of our staff, we kept up our commitment to our teams, in a constant effort to create a culture of excellence. This commitment is the result of con- stant skill-building of the teams (as is apparent from the investment in thousands of hours of train- ing) and the encouragement of e- learning (aimed at operators, shift managers and unit managers), the implementation of several internal procedures aimed at responding to the Covid-19 pandemic and the strengthening of the ACE Pro- gramme (Assured Customer Ex- perience – which promotes higher standards). Also noteworthy was the partnership with IEFP to de- velop the complaints manage- ment training programme, as well as the skill-building course for unit management. In a constant search to improve operational efficiency through digitalisation processes, we continued to implement “MY HACCP”, a digital tool to control le- gal requirements in terms of food safety, and certified units with the Covid Safety Seal, aimed at fulfill- ing all required safety procedures, to better meet our clients’ needs. This year was also important in terms of mobilising teams to boost customer service and prod- uct quality through the applica- tion of operational programmes focused on these two issues. A performance evaluation process and team development plan were also achieved. The brand also invested in the safety of home delivery distribu- tors, through the implementation of a new uniform that promotes safer driving. 85