Lecture Description
Quality is a big word. How it is defined in the retail sector is vastly different to the world of cup-scores, roasting technique and rigorous sensory assessment that the specialty coffee industry is known for. Yet, the retail sector is one of the primary means of experiencing specialty coffee.
Any business’s primary challenge is consistency. And in the world of specialty coffee café’s this means adherence to a fixed standard of beverage sensory quality alongside a stellar customer experience. Defining what this looks like for your business is key to the development of any brand identity. But the bigger question is: how do you bring this standard to life in your business and replicate it consistently?
Having scaled the coffee offering with GAIL’s Bakery from a handful to over 100 Bakeries and winning UK & IE Best Coffee Chain in 2017 and 2022, GAIL’s Bakery understands the importance of a quality control program to supporting business success. In this lecture, Jessica Worden and Lisa-Laura Verhoest will share the key elements to building any quality control program for a retail business – regardless of size.
Date: Thursday, June 22, 2023
Time: 01:00pm - 02:00pm EET
Location: Lecture Room 1
Presenters:
Jessica Worden
Head of Coffee, GAIL's Bakery
Jessica Worden is the Head of Coffee for GAIL’s Bakery. Sharing good coffee with neighborhoods across the UK, she led Gail's Bakery to win Best Coffee Chain UK/IE in 2017 and 2022. She is passionate about contributing to a coffee culture that fosters craft expertise, personal development and authentic customer experiences.
Lisa-Laura Verhoest
Coffee Manager, GAIL’s Bakery
Lisa-Laura Verhoest is Coffee Manager at GAIL’s Bakery. Being passionate about bringing great coffee to bigger audiences, she joined the team at GAIL’s Bakery in 2021 to drive quality at scale. Lisa-Laura is also the 2018 UK Brewers Cup champion and can often be found coaching and supporting first-time competitors.