IMU Partnership Report Card 16

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January 2016

Delivering on the Experience

Indiana University

Indiana Memorial Union

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We are pleased to present the winter edition of our Delivering on the Experience Partnership Report Card, Sodexo’s quarterly update for the Indiana University campus. In this report, you will find information on:

• A spotlight on Sodexo’s commitment to Diversity & Inclusion on campus

• Northwest Nazarene University’s Tree Campus USA Certification • Mindful Wellness Tips For the Spring Semester • Sodexo’s Recognition as a Global Sustainability Leader by the Dow

Jones Sustainability Index • BITE – A new menu and nutritional information app for Sodexo

operated campus dining services • A look at the innovative Aggie Dome facility at North Carolina

Agricultural & Technical State University (NC A&T)

We are proud to be your partner and appreciate the opportunity to help you achieve your strategic goals. Our goal is to continually drive student engagement, recruitment and retention by improving Quality of Life for the Indiana University campus community. Sincerely,

Welcome 1

Quality of Life 3

Your Expectations 3

Diversity & Inclusion 4

Student Insights 5

Health and Wellness 10

Environmental Focus 16

Customer Service 23

Innovation 33

Chris Gray General Manager

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Improving Quality of Life for the Entire Campus Community

EXPECTATIONS

OUR RESEARCH HAS IDENTIFIED FIVE KEY AREAS THAT CONTRIBUTE TO IMPROVING THE QUALITY OF LIFE ON CAMPUSES: 1. Student Insights - Powerful research at the local and global level to understand your students’ needs

2. Health and Wellness - Nurturing student wellness through healthy food and lifestyle education

3. Environmental Focus - A commitment to local, sustainable and socially responsible practices

4. Customer Service - Our people are your people, and they are focused on providing exceptional service

5. Innovation - Delivering cutting-edge solutions and delectable new menu offerings

Sodexo is your partner in creating exceptional experiences that exceed your customers’ expectations and support a healthy learning environment. Each day, we strive to ensure the Quality of Life services we provide have a positive effect on your entire campus community. From engaging student programming to nutritious, healthy meals to a commitment to sustainability and a Better Tomorrow, our managers are focused on expert delivery of our services. We take great pride in the many ways in which we support your goals and enhance Quality of Life on your campus.

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Student Insights Understanding student trends and expectations is essential to developing solutions and programs that improve Quality of Life for your campus community.

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STUDENT INSIGHTS

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Hooked! Hooked works with a variety of national chains, cafés, delis, pubs and local shops advertising the nearest deals at participating restaurants. Currently all IMU restaurants are active on Hooked offering various limited time offers on different days of the week, usually during off-hours. Baja Fresh, Burger King, Pizza Hut and Dunn Meadow Café are among the most popular spots in the IMU to use the Hooked app.

IU Campus representative Joey Turman said more than 5,000 IU students downloaded Hooked in the first three weeks of launch. Hooked provides regular reports on how many total views each restaurant has on the app and the conversion rate of views to customer redemptions. Using these conversions, we are able to better tailor offers to our students to increase traffic and customer satisfaction across all units. Hooked has proven to be a fantastic way to driving sales during slow hours, attract new customers to the different units in the IMU and help grow our overall sales.

STUDENT INSIGHTS

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S&S Mailing Lists

We have implemented an email marketing service for Sugar & Spice. Using mailing lists gathered from online sales and welcome week table sign-ups, we are now able to better promote Sugar & Spice through email to student’s parents as well as national customers, which include out-of-state parents and alumni. Our mailing list has grown to 1400 active users since the start of the fall 2015 semester.

Utilizing an email marketing service allows us to refine our marketing efforts across all fronts. We are able to A/B Test each email campaign, which compares up to three variations of each campaign in order to determine the optimal content, send times, coupons, recipient personalization, and more to increase the effectiveness of future campaigns. Using this information, we can adjust Sugar & Spice offers accordingly as well as use important pieces this information when developing our marketing for our other units for optimal customer reach.

Our email marketing software also offers advanced customer analytics. For the first time, we are now able to monitor views, opens, link clicks, website referrals and more. Users are automatically segmented into different categories depending on a number of these factors, allowing for comprehensive customer profiles for each individual customer and insight into how each customer reacts to our messaging. Every campaign will serve to refine these profiles further and allow us to offer individualized services and champion more effective marketing campaigns.

STUDENT INSIGHTS

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Catering CRM

We’ve begun to explore different ways to refine our catering client relationships with the goal of improving business relationships with customers, offering individualized service to each customer, assisting in customer retention and driving overall sales growth. While we’re currently exploring various software solutions, we have created an electronic client template where we are able to compile customer information including comprehensive contact information, purchase history, personal catering preferences, dietary restrictions, likes, dislikes and much more. We’ve made the template electronic so any catering manager or supervisor will be able to quickly access a client’s profile on-site at any catering event and provide a further level of customer service at every stage of the customer process for both new and returning customers.

While this project is still in its early development stages, we are confident that electronic client profiles will quickly become a valuable asset to our catering services.

STUDENT INSIGHTS

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Health & Wellness Advancing the health and wellness of your entire campus community is core to our partnership.

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2016 Catering Guide

The new version of our Flavors Catering Guide is now online. Working with Healthy IU to distinguish healthy entrée and side options, the most apparent change from the previous version is the inclusion of the Mindful iconography. The Mindful icons highlight vegetarian, vegan, gluten free, and locally sourced options available as well as dishes that meet our Mindful Eating program guidelines. Our guide update also includes clear features easy to read icon legend on each page, allowing for conscious eaters to easily identify the items that meet their restrictions or dietary preferences, and make more informed catering choices. We’ve also replaced some of the older photos in the guide with new high-‐resolution food shots of some of our newer options.

The new electronic version of the guide features fully -‐ interactive page navigation allowing for quick and easy navigation between different menu categories. You can find our new guide live here on the IMU site.

HEALTH & WELLNESS

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Food Summit

The Indiana University Food Summit brings together student, faculty, staff and community stakeholders to discuss major issues relating to sustainable food on the Bloomington campus. Director Chris Gray was active on the Q&A panel discussing real food on the Indiana University campus and both Chris and our Purchasing Manager Zach Knudsen were a part of table discussions with other stakeholders about real food marketing on campus.

Some of the various campus groups active at the Food Summit include the Food Working Group, the Office of Sustainability, VegIU, Oxfam IU, RPS, Healthy IU and more. This event allows for a dialogue between students, interest groups, and the food providers on campus.

HEALTH & WELLNESS

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Simply to Go LTOs

Simply to Go offers a simple and flexible solution which allows your consumers to maintain their busy schedules without needing to stop. Simply to Go is our grab-‐and-‐go solution, whether you need a brief pit stop to keep energy levels up or a small snack in between. Students are on the move all day. Whether they’re rushing between classes or looking for a portable meal, simply to Go gives them fresh food at a moment’s notice. The balanced range lets them enjoy tried and tested standards, or explore new and exciting selections.

Your employees’ busy schedules may not match traditional meal times. They might not want to stop what they’re doing just because it’s lunchtime. They may need to take something back to their desk. Or they just don’t want to stand in line. Simply to Go gives them the flexibility that lets them be most productive. No mater what, they will always be able to have a fresh meal, get what they need and be on their way in a matter of seconds.

Simply to Go’s product range not only includes vegetarian items, but incorporates superfoods in many items. Consumers can even be indulgent with perfectly portioned treats. During the fall and winter we featured a number of limited time, holiday inspired options; the Turkey Harvest Salad, the Seven Layer Wrap, and the Turkey Cranberry Ciabatta were among the most popular selections for students and staff.

HEALTH & WELLNESS

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Environment & Community Sodexo is recognized throughout the world for our commitments and initiatives toward sustainability.

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ENVIRONMENT & COMMUNITY

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Big Red Eats Green 2015

The Indiana University Office of Sustainability hosted the fourth annual Big Red Eats Green Festival on Wednesday, Sept. 10. The festival introduces students and community members to local restaurants and growers committed to organic and sustainable practices. Student and community organizations are present with information and demonstrations for attendees. The festival is a zero-‐waste event, with recycling and composting bins.

Big Red Eats Green was created with the goal of raising awareness of environmentally friendly food production, as well as introducing students to the variety of sustainable restaurants Bloomington has to offer.

We had a booth at the event featuring a selection of Mindful menu items from Dunn Meadow Café and a scaled down version of our weekly Farmers Market produce available. All produce available was sourced from local Indiana farmers and retailed at cost in order to provide students with the opportunity to buy fresh, local produce on campus.

ENVIRONMENTAL FOCUS ENVIRONMENT & COMMUNITY

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HHFB

Hoosier Hills Food Bank – Food Recovery

IMU Restaurants & Catering has been proudly recovering all unused food and contributing to the Hoosier Hills Food Bank Meal Share program. Everyday Hoosier Hills arrives and collects any surplus edible food that would otherwise be wasted for distribution to food insecure individuals and families in our community. In 2014, we were exceptionally proud to be the top donor to the meal share program; giving over 18,570 lbs. of recovered food back to the community. To put this figure in perspective, we provided more food than the entirety of MCCSC school district, The YMCA, and all the RPS dorms combined. We were also Food Recovery Certified in 2014 by the Foodworking Group, becoming the first food service in Indiana to achieve this certification.

This year we’ve outdone ourselves! Hoosier Hills reports that during 2015, the Tudor Room donated over 19,500 lbs of recovered food throught the year to Hoosier Hills. This amounts to a 5% increase over last year’s donation total. While we are immensely pleased at our successes in food recovery for 2015, we will always be working towards bringing that number up in 2016.

Hoosier Hills Food Bank -‐ Sodexo Grant

In October, Hoosier Hills Food Bank was presented with a $2,000 grant from the Sodexo Foundation as part of the Employee Volunteer Board Service Grant Program. The grant was award to Hoosier Hills Food Bank in recognition of director Chris Gray’s service to the board of directors, where he has served since 2011. This grant supports programs focused on ending childhood hunger and engaging young people in the movement in the United States and is awarded annual. Congratulations Chris!

Hoosier Hills Food Bank -‐ Helping Hands Across America

What began just four years ago as Sodexo Campus Services’ “Cans Across America” food drive has taken the next great leap forward to become “Helping Hands Across America,” spanning all of Sodexo’s business units in a determined effort to collect and distribute 200 tons of non-‐perishable food.

This year we had donation drives at each register in every unit. Proceeds were given to Hoosier Hills Food Bank; with whom we have a longstanding relationship. Cashiers would collect $1 donations and customers would receive a Hand posted in the unit with their name, or designated name of choice. We ran the drive for two weeks.

We raised $2038 from the drive, which is enough money for Hoosier Hills Food Bank provide an estimated 10,190 lbs of food to families in need in our county.


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Bloomington Farmers Market – Annual Soup Tasting

The city of Bloomington hosted its annual Soup Tasting at the local farmers’ market in early November, where farmers market patrons could take the opportunity to sample offerings from a number of Bloomington restaurants. Chefs were encouraged to use all local ingredients in their soup, even purchase directly from the farmers at the farmer’s market.

The Tudor Room presented a delicious Beer Cheese Soup prepared by the talented Chef Tom Berinati. The soup featured local Indiana cheeses as well as Bloomington’s own Upland Brewery beer. Recipe cards were available so visitors could take the opportunity to shop for the ingredients to their favorite soups in the nearby farmer’s market.

Chris Gray and our marketing specialist Pat Brown had an unplanned cameo appearance in the Herald Times.


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Veterans Day – Complimentary Breakfast

This Veteran’s Day we hosted a complementary breakfast for all active military and veterans as our way to honor all those who have proudly served our nation. Coffee, juice, fresh fruit and pastries were provided.

International Education Week – Taste of the World

International Education Week (IEW) is an opportunity to celebrate the benefits of international education and exchange worldwide from Monday, November 9th through Friday, November 13th. IEW is a joint initiative of the U.S. Department of State and the U.S. Department of Education and is a commitment to promote programs that prepare Americans for a global environment and attract future leaders from abroad to study, learn, and exchange experiences in the United States.

The Tudor Room featured various comfort foods from a number of different countries in its grand lunch buffet during IEW. Featured international entrees included specialty dishes from China, Singapore, Korea, Thailand, Columbia, Mexico, Morocco, and Turkey.


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The Ivy Tech Chef’s Showcase 2015

Our very talented chefs, Chef Tom Berinati and our Pastry Chef Ashley Baughman took part in Ivy Tech’s annual Chef’s Showcase, A Pairing of Chefs and Wine, hosted as a thank you to Ivy Tech’s donors. Invited hospitality providers and caterers donate select food items which are then paired with appropriate wines donated by Big Red Liquors. Our prepared foods were presented alongside culinary student displays. This was the ninth year we’ve been involved and like always, we had a great time sharing our dishes with students and attendees alike. We’ll definitely be returning next year!


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Customer Service

As your partner, we understand the impact of customer service on the overall campus experience.

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IMU Fresh Produce Market

In 2014 we held a single produce market to highlight some of the local Indiana suppliers we buy produce from through our produce vendor. The majority of items featured are grown locally by Indiana farmers. Attendees were able to purchase fresh produce at cost. Conversations with event attendees showed that they really enjoyed having a fresh produce market available on campus, and many hoped this event could be done more than once a year.

This year we decided to implement a weekly produce market, every Wednesday in the IMU from August 9th through October 14th. The market’s offerings were based on the seasonal selection of fresh produce from local farmers overall had a much larger selection than the previous year’s market.

These produce markets are well received by students because for some it’s the only opportunity they have to purchase fresh, locally grown produce on campus. The fruits and vegetables you buy at a traditional farmer’s market are the freshest and tastiest available. Fruits are allowed to ripen fully in the field and are brought directly to you—no long-‐distance shipping, no gassing to simulate the ripening process, no sitting for weeks in storage. This food is as real as it gets—fresh from the farm. Much of the produce found in grocery stores is highly processed and grown using pesticides, hormones, antibiotics, and genetic modification. Some of it has been irradiated, waxed, or gassed in transit. These practices may have negative effects on human health. In contrast, most food found at the farmer’s market is minimally processed, and many of our farmers go to great lengths to grow the most nutritious produce possible by using sustainable techniques, picking produce right before the market, and growing heirloom varieties.

For next year, we plan to explore the logistics of brining farmers in to speak on behalf of their produce, farms and interact with patrons more like the style of a traditional farmer’s market. While we do provide a background of the farms on display near their corresponding produce and also have our purchasing manager Zach Knudsen on-‐site to speak on the farmer’s behalf, we believe that the opportunity for students to interact with the farmer is an important dimension to a local farmer’s market. There are also social transactions that take place at farmer’s markets between customers and producers. In some ways, he says, those transactions are even more important than the financial ones as customers are able to learn exactly what shaped the produce they are about to enjoy.

CUSTOMER SERVICE

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Global Chef

The IMU welcomed Sodexo Singapore chef Norman Leow on October 12th and 13th to the Indiana Memorial Union as part of the Fall 2015 Sodexo Global Chef Program. The Global Chef Program is a month-‐long international chef residency that provides an opportunity for Sodexo’s top chefs worldwide to travel to different countries and share authentic international cuisine with students, customers, staff and the local dining teams. This program, which allows guests to sample a slice of another culture while also exposing the local culinary staff to new techniques and flavors, is a great example of how Sodexo leverages its presence in 80 countries across the globe to great memorable and unexpected dining experiences and offers a unique opportunity for students.

Chef Leow prepared classic dishes from Singapore and other Southeast Asian countries and provided active demonstrations of meal preparation for guests over two days. There was ample opportunity to interact with him and experience firsthand the cultural and educational benefits of his visit as well as taste delicious and authentic Southern Asian cuisine.

On Monday, October 12th, Chef Leow was the featured chef in the Tudor Room for a Southeast Asian-‐inspired lunch buffet menu and a live cooking demonstration of these dishes. Leow’s menu selections for Tudor included Ahi Tuna Salad, Beef Rendang (Spiced Beef Short Rib), Vegetarian Bee Hoon (Fried Vermicelli with Tao-‐pok and beansprouts). Leow was positioned at a desert action station where he prepared Bubar Pulut Hitam, a traditional desert consisting of black glutinous rice covered in coconut cream and finished with a mint leaf.

On Tuesday, October 13th his dishes were featured as lunch menu items in the Charleston Market and he was available for questions and guest interaction. His menu retained the beef rending but also available was a delicious traditional chicken & rice dish which Leow called a staple of Singapore.

CUSTOMER SERVICE

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Global Chef

On Monday, October 12th, Chef Leow was the featured chef in the Tudor Room for a Southeast Asian-‐inspired lunch buffet menu and a live cooking demonstration of these dishes.

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Global Chef

On Tuesday, October 13th his dishes were featured as lunch menu items in the Charleston Market and he was available for questions and guest interaction.

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Indian Student Association – Diwali Celebration We had the opportunity to serve authentic Indian cuisine at the annual Dil Se Diwali celebration, held in Alumni Hall. Diwali is the largest holiday for over one billion people in the world, celebrating the Indian New Year and the celebration of good over evil.

Each year the event brings in around 400 participants, many of whom are international students looking to celebrate this special holiday away from home. In addition, many guests of non-‐Indian ethnicity attend to celebrate the diversity this campus holds, as well as learn about Indian culture.

We worked Drake University Sodexo chef Shailendar Rae on creating an authentic meal and complementary hors d’oeuvres for the event.

CUSTOMER SERVICE

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New Holiday Pies from Sugar & Spice

Our new Pastry Chef, Ashley Baughman came to the table with a number of fantastic ideas, including holiday pie orders from the campus favorite Sugar & Spice. This holiday season she whipped up three delicious types of pie: apple, pumpkin and pecan. All of Ashley’s pies were made entirely from scratch, crust and all!

Pies were available throughout the month of November. Customers were able to order for in-‐store pickup or delivery. Pie ordering was also available via the Sugar & Spice website.

In an effort to cross-‐promote, we featured the pies as rotating deserts during the weekday lunch buffet and the Sunday brunch buffet in the Tudor Room. Ordering information was also on-‐site.

CUSTOMER SERVICE

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John Kerry

The School of Global and International Studies celebrated the opening of the new Global and International Studies Building with a speech by United States Secretary of State, John Kerry.

Kerry’s presentation underscored the importance of U.S. leadership abroad and outline the priorities for U.S. foreign policy. Former Sen. Richard Lugar, who chaired the Senate Foreign Relations Committee, and former Rep. Lee Hamilton, who chaired the House Committee on Foreign Relations and the 9/11 Commission, also accompanied Kerry on stage.

IMU Catering was selected as the exclusive caterer for the event due to our reputation as the premier caterer on the Indiana University campus, our team’s culinary mastery and our world class technical delivery.

CUSTOMER SERVICE

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Worlds Faire The Office of International Services and Union Board co-‐hosted the 9th annual IU World's Fare in November.

The World’s Fare is the largest event celebrating International Education Week at IU Bloomington. This year 17 international student groups will join in the festivities. Student groups prepare interactive exhibits and diverse performances to celebrate their home-‐country’s unique culture.

IMU Catering and our talented Chef Tom Berinati worked with each student group to prepare almost twenty different cultural entrees.

CUSTOMER SERVICE

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Innovation Innovation is the part of our solutions strategy that ensures we are always thinking ahead of where we are today.

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New Executive Pastry Chef – Ashley Baughman

Ashley Baughman, CPC, a rising star in the pastry world, has already achieved great success in her young career.

At Johnson & Wales University, Baughman graduated magna cum laude in 2010 with an associate’s degree in applied science, baking and pastry and summa cum laude in 2011 with a bachelor’s degree in baking and pastry. While studying at Johnson & Wales, Baughman achieved the distinction of Certified Pasty Cook from the American Culinary Federation and in June 2011, she earned a certificate of completion from DCT Switzerland. In addition, she studied various chocolate techniques including sculptures, garnishes and truffles as well as sugar work in Vitznau, Switzerland. While in Europe, Baughman enhanced her culinary education with wine classes where she learned to create plated desserts based on the flavor profile from a sip of wine.

We’re excited to welcome Ashley to our team and look forward to see what she’ll bring to the table!

New Marketing Specialist – Pat Brown

Pat Brown was promoted from part-‐time marketing coordinator to our full-‐time marketing specialist. Brown is a graduate of Indiana University’s class of 2014 where he studied arts administration & marketing. While attending Indiana University, Brown worked as both a server and bartender in a boutique whiskey bar where he developed an appreciation for food and drink. In addition to fine dining experience, Brown comes to us from holding positions with the Bloomington Chamber of Commerce and Rewind Records, a local recording studio.

INNOVATION

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Volunteer Program

This fall we started an interdepartmental volunteer program for assisting with Hoosier Hills Food Bank activities. Our unit managers and employees alongside other IMU volunteers assist with meal repackaging every first Wednesday of the month. The concept of Meal Share is to safely capture prepared food from restaurants, catering businesses and other food preparation entities and distribute it to families in need through approved HHFB partner agencies. The end result is a program that has helped provide over 5,000 pounds of healthy nutritious food each month to those in need. Under the supervision of our food safety certified program coordinator, volunteers help repack Meal Share food that has been rescued into family size portions.

Sodexo managers Holly Hudson, Amanda Abrams, Jeff Sroufe have all been actively recruiting volunteers from the staff at each of our retail units, and even other areas of the IMU! We hope to expand our volunteer base and continue to grow our relationship with a great local nonprofit that does so much to enhance our community!

New Ovens in our Bakery

Ashley received an excellent addition to the Sugar & Spice bakery: new highw capacity ovens! We’ve just finished upgrading our ovens in the bakery to the new Rational Programmable Ovens. These ovens look to come directly from the Starship Enterprise and are fullyw programmable; meaning that we can further ensure product consistency on even the largest of orders. Each oven rack level is fully monitored for the option to bake different items on each shelf according to the input and produce perfect products. It even has an automated control system that evaluates the amount of soiling inside of the oven and suggests a suitable automatic cleaning process based off what it detects, making our cleaning process more sustainable by only using what the system calculated it needed to clean; no more, no less.

INNOVATION

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Sodexo Experience Winners

The Sodexo Experience allows for employees who have gone above and beyond their call of duty (our superstars) to be nominated for a Sodexo Experience Award. Frontline teams or individuals are eligible to be nominated. Winners are recognized monthly at the district, region and division levels.

A key component to creating success and beyond for our customers and employees is to elevate our culture. The goal of our Sodexo Experience Awards is to recognize individuals and/or teams who have outstanding accomplishments. Sodexo Experience Awards provide a great opportunity to show special appreciation for the hard work and commitment demonstrated by our managers and frontline employees who do a terrific job every day.

In September, Marta Gonzalez, Susie Wicker and Bea Gonzales were all nominated for the division level Sodexo Experience award. Marta Gonzalez of Freshens continued on to win the District Sodexo experience. If you see Marta, be sure to wish her a heartfelt congratulations!

For October, we nominated Sonja Walker, Maddie Clark, Betty Laughlin and Kaelynn Langen for division level awards. Sonja Walker of Delights continued on to win both the District and Region level Sodexo Experience Awards! Congratulations Sonja on your accomplishments!

In November, we nominated Billy Setser from Burger King who was also our November District Sodexo Experience winner!

INNOVATION

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Eight simple things customers expect

Greet with a SmileMeet your customers with a smile, greeting them in a friendly manner.

FocusGive your customer your full focus and attention during your interaction.

AppreciationThank your customers.

UniformAlways have a neat, clean and complete uniform while you are working including a name tag to help people identify you.

Appearance MattersKeep your work spaces and service environments clean, organized and safe; keep items in stock and well-presented.

Get it RightDeliver what your customers want, the way they want it, each and every time.

Speed of ServiceCustomer service is our priority. Make sure that you consistently serve your customers in a timely manner.

Assistance is AvailableYou will be trained and empowered to make service decisions and take service action as close to your customer as possible. Management should be visible and accessible to your customers.

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Documents

IMU Partnership Report Card 16