WELCOME TO CHANGE MANAGEMENT LEADERSHIP CERTIFICATION COURSE ONE, I’m Tim.
Your podcast voice.
This segment is about Welcoming New Managers. And Addresses Making Important Strategic and Operational Decisions Quickly. This is A PACE TULSA NETWORK Podcast.
An excellent franchise concept, a state of the art menu product, or a
breakthrough in technology can put your organization on the cusp of competitive
applicability, but only concrete execution of task oriented skills can keep you
What am I referring to? Possibly, one of the greatest management opportunities
I’ve had in the food service restaurant industry in almost over a decade. The
company I am referring to is Cotti Foods Wendy’s in Tulsa, Oklahoma. Great
managers must be able to deliver intent to consider successful execution by
remaining open to Changes in Management Leadership. So, when my boss called me
to the table to discuss furthering my career with Cotti Foods Wendy’s, I could
not say, NO.
A great majority of restaurant managers that I’ve met throughout my career are
not very good at task oriented management skills, by their own admission. In
fact, franchise and organizational concepts like Cotti Foods Wendy’s. face
constant pressure to build a strong, actual and well maintained leadership
pipeline. However, like most strategic planning projects within management
groups, it’s easier said than done.
Where is an example Strategic and Operational Decision-Making in your
There are four fundamental building blocks restaurant managers can use to
influence strategic operational decisions which translate into immediate
The first is Clarifying decision rights. It is necessary to decide amongst
management teams: Who is accountable for what actions?
Clarifying decision rights means
deciding which managers are responsible for specific decisions. If managers can
start to make proper connections between performance; rewards; and
decision-rights during every shift, monitoring restaurant operations will only
serve to uniquely position them to succeed. Holding each shift decision-maker
responsible for his or her leadership decisions is imperative.
We’ve all heard of the term micro-managing. Micro-managing as a project
management style in 40% of all managers surveyed in the Tulsa, OK, including
Cotti Foods Wendy’s revealed the following initial management short-falls:
Coming up short in accountability.
Justifying variable shortages.
Reporting upward and blaming.
Questioning tactical decisions of direct reports.
The second fundamental building block restaurant managers can use to influence
strategic operational decisions which translate into immediate action is
Designed information flows.
Where does the customer need to make and purchase an order? And Why are sales
receipts so important in the Designed Information Flow?
The customer posts at the point of sale, Online shopping cart, Food Delivery
Service like Uber Eats, or in the Drive-thru and pays by cash or credit for the
The order comes to the worker or sales department or point of sale. The
customer’s order details are then entered into a database which can only be
accessed by the restaurant, customer, or the delivery service.
The customer’s order(s) are prepared and packaged and stored while waiting for
the delivery dispatch to pick up at the front counter or through the pickup
window. A receipt is then attached to the order for delivery. Or given to the
customer upon payment at the counter. On delivery, the customer receives the
goods and receipt. For order accuracy and to ensure the food has been prepared
according to customer specifications.
The third fundamental building block restaurant managers can use to influence
strategic operational decisions which translate into immediate action is called
How do you keep your team moving in the right direction?
Consider crafting a purpose or why statement with your team. A crafted purpose
helps restaurant managers align goals. For example, refund policies and menu
order remakes must always be handled the same way. This prevents mistakes.
Sincerely act in your team’s best interest. Tell team members what the reward
will be for certain positive development along with positive training
activities. Explain why growing with your guidance is helpful and is the right
thing to do. Tell stories that connect all of your team members to one another
sharing relatable experiences. Also, try bringing baked goods or gift cards to
reward their hard work.
The fourth fundamental building block restaurant managers can use to influence
strategic operational decisions which translate into immediate action is
Utilizing Organization Structure.
Make Understanding The Employee Handbook An Essential Part of the On boarding
Use the company employee handbook as a tool to help protect your staff. The
organizational structure of a company forms the basis on which policies guide
all employee actions.
Why is Organization Structure Important?
Organization Structure is very important, but remember, moving lines around the
shift organization chart is the most obvious solution because the changes are
visible and concrete. However, the organization chart is not the only tool
Let’s ALL quickly review some leadership skills and tools restaurant managers
Organizational structures help in making communication systems in Wendy’s
reasonably convenient. Common understood communication in every instance
decreases division and mistrust. Shift-huddles and explaining our lead ops game
plan to other team members reduces stress and spreads our work tasks amongst
all of the team. For example, Great note-taking during planning meetings and
throughout the shift. Evaluating employee performance:
Specialization in one of the many areas or all of them is a very important part
of measuring individual and unit success. Tools such as product and service
surveys and/ or sales per shift or day often helps isolate whatever types of divisions
are there in the restaurant. Dining experience interest becomes extremely
satisfying for the guests and helps the manager gauge his or her control of
shift production. Immediate performance observations For example, prep work,
sandwich making, maintenance or other shift managers. Positive feedback and
suggestions all help improve performance.
For example, providing attendance incentives and paid time-off.Efficiency
If every employee is doing their job the Wendy’s Way” according to one’s
expertise and company policy expert. the level of efficiency also increases on
the whole. Set the standard for success by establishing overall satisfaction
goals and core area measures to improve product and service delivery. For
example, employ marketing tests on products and other services.
Every structure has advantages and disadvantages. Setting aside the
disadvantages, one can look forward to the advantages and those are counted in
the importance of the organizational structure. For example,. reviewing shift
reports and staff development charts daily.
Faster decision making:
The decision making process also becomes fast. Employee independence and
everyone doing their part. By this, the whole process goes fast and in a proper
manner without any stumbling blocks. As all the tasks are delegated and
distributed no one staff member feels overburdened by the organization. As
everyone performs each task, the work is also done on time and also the energy
is being saved. Problems are discussed in a professional manner; Solutions
should be made after seeking advice from all employees who are knowledgeable in
All relations within an organization are clarified by establishing the process
of authority, accountability and responsibility. Every task is delegated and
the work goes in quick succession. The atmosphere within the organization also
remains peaceful which helps in further processes during shifts. For example,.
meeting with coaches and trainers to establish goals.
No stumbling blocks:
Stumbling blocks are avoided in big organizations because if any of them arise,
the steps are taken from the lower level helping to avoid the biggest stumbling
blocks. Moreover, every shift will themselves solve issues without spreading
the word across every shift. Solutions to a lot of the minor problems found
should not contribute to gossip, back biting or violence. The entire
environment of the company should not be disturbed by one shift problems. For
example, giving away food, eating in the back storage areas and establishing
unauthorized perks is a form of theft.
Establish a calm atmosphere:
The environment here at Cotti Foods Wendys should remain comfortable and
peaceful as every employee works on his or her own. No fighting, no small
attitude. issues and no generational barriers should become obstacles in any
one staff member’s work. Your shift should remain calm and the work environment
becomes increasingly more and more healthy as efficiency improves. For example,
listen to conversations. Ask questions about the atmosphere. Watch employee
body movements and own your shift.