People

The cast the operator builds to lead the product - the Guest Experience.
Stand In One Spot And Look For Waste Until You Can Actually See It
Taiichi Ohno built the Toyota Production System — the operating framework that transformed manufacturing and became the foundation for lean thinking, Six Sigma, and virtually every process improvement methodology that followed. He was also, by all accounts, a brutal teacher....
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Your Restaurant Operates At The Edge Of Chaos — That Is Not A Problem, It Is The Point
In 1996, a biologist named Stuart Kauffman published a theory about how complex systems — cells, ecosystems, economies — organize themselves. His central finding: the most adaptive, highest-performing systems do not operate in perfect order. They do not operate in...
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Ram Charan Said Fieldwork Is A Lost Art — He Was Right
Ram Charan has advised GE, DuPont, Novartis, Home Depot, and Verizon. He spent 35 years as one of the world's foremost leadership consultants, on the road 365 days a year, inside the organizations that define how business gets done at...
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Larry Bossidy Said It In 2002. Most Operators Still Haven’t Heard It
In 2002, Larry Bossidy — the man who turned AlliedSignal into a reliable earnings machine and then came back to rescue Honeywell — published a book called Execution: The Discipline of Getting Things Done. He spent the better part of his...
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Do You Have Crabs?
You've seen crabs in a bucket. Just when one gets close to the edge, the others grab hold and pull it back down. Not out of malice — out of instinct. The result is the same either way. Nobody gets...
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The Case Against Behavioral Interviews
There is a hiring practice so deeply embedded in corporate America that questioning it gets you looked at like you just said something dangerous. It has consultants, certifications, and decades of institutional momentum behind it. It is also largely useless...
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What Is The Employee Experience?
Every Guest Experience is produced by a person. Not a system, not a protocol, not a technology platform. A person. The cast member who greets the table, reads the Guest, makes the judgment call in the moment, and produces either...
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The Only Reason People Leave Jobs
It is not the bad boss. The bad boss is a symptom. Every reason cited for why cast members leave -- bad culture, poor leadership, inadequate pay, difficult Guests, broken processes, no work-life balance -- is a symptom of the...
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QFO: How true is this statement? “Employee Engagement is something all organizations need, but it is tricky to tactically execute.”
Employee Engagement Is Not A Program The statement that employee engagement is "tricky to tactically execute" contains two errors in four words. It is not tricky. And the employer does not execute it. Engagement is intrinsic to the employee. It...
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The Myth Of Retention
"One of the biggest myths is that we have a retention problem."
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