Podcast: Change Leadership Management


This segment is about Welcoming New Managers and Addresses Making Important Strategic and Operational Decisions Quickly.


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 there.

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 restaurant?

There are four fundamental building blocks restaurant managers can use to influence strategic operational decisions which translate into immediate action.

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 order.

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 pick up 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 Aligning motivators.

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 hardwork.

The fourth undamental 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 process.

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 available.

Let’s ALL quickly review some leadership skills and tools restaurant managers can employ.

Effective communication:

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 benchmarks:

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.

Achieving Goals:

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 their areas.

Clarifying relationships:

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.


Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

This site uses Akismet to reduce spam. Learn how your comment data is processed.