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EnglishIn recent days, Laoxiangji awarded DingTalk’s Food & Beverage and Hospitality team the “2024 Service Award Trophy,” which not only fully acknowledges the value DingTalk has created in Laoxiangji’s digital transformation but also recognizes DingTalk’s “Super Service” approach.
Since the beginning of this year, DingTalk has taken a proactive step to strengthen its “Super Service” by making multiple on-site visits to Laoxiangji’s Digital Growth Center and the leaders of various business units. On one hand, DingTalk collects issues and needs encountered by Laoxiangji during use and responds quickly to help customers solve real-world problems. For example, DingTalk introduced Teambition to address IT R&D project management challenges at Laoxiangji; used group plugins to simplify access to store systems; and leveraged store groups to improve communication and collaboration between stores and headquarters. On the other hand, DingTalk continues to co-create new business scenarios with the Laoxiangji team—for instance, engaging in in-depth discussions on AI-driven consumer insights, AI-powered inspections, AI-based training evaluations, and franchisee lifecycle management—to accelerate the implementation of Laoxiangji’s digital transformation.
Founded in 2003, Laoxiangji is the No. 1 Chinese fast-food chain in China. After nearly two decades of development, Laoxiangji has grown from a small local restaurant into a large-scale chain restaurant group with thousands of stores nationwide. In Laoxiangji’s digital transformation journey—focused on “a dynamic front end, a robust mid-end, and a stable back end”—DingTalk has helped Laoxiangji build a business mid-end and eight capability centers that integrate store, product, delivery, order, and reconciliation functions, migrating more than 40 of Laoxiangji’s business systems onto DingTalk. This has enabled Laoxiangji to free up store managers and achieve unified operations across thousands of stores.
Store inspections become transparent, leaving no blind spots for oversight
Laoxiangji has teamed up with DingTalk to upgrade store oversight digitally. Based on DingTalk Logs, Laoxiangji combines its self-built restaurant work logs and inspection logs to optimize traditional store self-inspection/inspection methods, providing a more intuitive and efficient way to manage store operations.
Shifting from paper-based inspection records to an online system, employees can complete inspections simply by selecting “yes” or “no” in pre-set templates, greatly simplifying the inspection recording process. Additionally, by leveraging DingTalk’s real-time communication features, managers can immediately provide feedback on the platform when issues arise across multiple stores and promptly assign relevant personnel to address them, effectively eliminating delays in information transmission.
With DingTalk’s powerful collaboration capabilities, headquarters can view inspection records and remediation progress from each store in real time, achieving full transparency of information. While standardizing store oversight, the system ensures that every inspection covers all critical points, reducing the likelihood of oversights caused by human error.
Digital operations management gives store managers clear insights
For store managers, the data center on DingTalk is like a store health checkup report, allowing them to quickly identify key areas for improvement. Laoxiangji stores business profit reports, expense reports, and operational metrics in its data mid-end for standardized processing, generating reports on dish sales data, material cost analysis, and customer satisfaction analysis. Store managers can independently view these reports through the data center on DingTalk, giving them a clear understanding of store performance.
Real-time performance transparency drives employee self-motivation
Laoxiangji has implemented a management model that links offline employees’ real-time performance directly to their compensation. This not only boosts employee engagement and productivity but also optimizes the company’s management processes in several key ways:
✦ Real-time salary feedback
Employees can view their real-time salary status directly on DingTalk. This instant feedback mechanism significantly enhances employees’ direct perception of their work outcomes. When employees see that their efforts translate directly into higher pay, they are naturally motivated to work harder and more efficiently.
✦ Performance tied to multi-dimensional metrics
The compensation of offline employees is linked to metrics such as sales completion rate, working hours, customer ratings, and customer complaints. Each employee can open DingTalk to view their daily pay in real time, gaining further insight into customer feedback and complaints, which effectively improves overall service quality.
✦ Data transparency
This management model increases transparency in the workplace. Every employee can clearly understand how their performance is calculated, reducing misunderstandings and dissatisfaction caused by information asymmetry and fostering a trusting and harmonious team environment.
✦ Encourages self-management and goal setting
Employees can adjust their work strategies based on the data displayed on DingTalk—for example, enhancing customer service during off-peak hours to boost ratings or optimizing work during peak periods to reduce customer complaints. This self-driven approach helps cultivate employees’ sense of responsibility and goal-oriented mindset.
Integrated online learning covers the entire training process
As Laoxiangji places greater emphasis on human resource development, the company has partnered with DingTalk to create a unified digital employee training system and a systematic talent development strategy.
✦ Targeted skill objectives
Based on the specific needs of each position, Laoxiangji has defined the key skills employees need to master—the “targeted skills”—which makes training content more precise and ensures that employees learn the knowledge and skills most relevant to their roles.
✦ Phased learning pathways
Depending on the complexity of different positions and skills, DingTalk has designed phased learning pathways that allow employees to gradually master knowledge—from basic to advanced—facilitating better absorption and application of skills.
✦ Customized learning maps
The “enhanced” learning map feature provided by DingTalk’s Shouke Academy has been customized according to Laoxiangji’s specific needs. This personalized learning plan better aligns with the company’s actual situation, making training more targeted and effective.
✦ Full-process coverage
The entire training process—from theoretical learning to hands-on assessments, evaluations, certifications, surveys, and data feedback—is fully covered. This means that Laoxiangji not only focuses on knowledge transfer but also emphasizes practical application, performance evaluation, and continuous feedback and improvement, creating a closed-loop training management system.
Only by truly understanding customers’ needs and pain points can we effectively solve their problems. The DingTalk team will continue to prioritize and advance the implementation of “Super Service,” consistently visiting customers’ offices, experiencing their use cases, and listening to their genuine feedback to drive problem-solving. We will keep delivering valuable “Super Service” to Laoxiangji and more enterprises, helping customers achieve continuous improvements in their operations and management.
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