Skip to main content

Smart Scheduling

Not to long ago, I was talking to a client who is the responsible for customer experience for a large fast food chain. The issues that impact QSR workers impact her company on grander scale. Their problem is not that there is lack of recognition of their problems or shortage of ideas on how to fix them. Everything comes to a grinding halt because decisions are consensus based - not top down or bottom up.

All impacted by the change get to have a say in the matter and often the cost of getting things wrong is too high for one or more teams for them to back the idea. This account of how one individual responsible for one Chik-fil-a location brought about change, makes for inspiring reading. The idea of a 3-day work-week with very long hours sounds controversial at first blush but if the team gets along, it may the very reason they stick around and have better job satisfaction which translates to better customer experience. 

It probably would have been a whole lot easier on myself, especially as a restaurant owner, to just keep doing things the old way. It definitely would have been a lot easier, a lot less conversations, a lot less planning, and things like that. But I'm so incredibly happy and grateful that Chick-fil-A has given me the opportunity to do this. Because the impact that

Comments

Popular posts from this blog

Part Liberated Woman

An expat desi friend and I were discussing what it means to return to India when you have cobbled together a life in a foreign country no matter how flawed and imperfect. We have both spent over a decade outside India and have kids who were born abroad and have spent very little time back home. Returning "home" is something a lot of new immigrants like L and myself think about. We want very much for that to be an option because a full assimilation into our country of domicile is likely never going to happen. L has visited India more often than I have and has a much better pulse on what's going on there. For me the strongest drag force working against my desire to return home is my experience of life as a woman in India. I neither want to live that suffocatingly sheltered existence myself nor subject J to it. The freedom, independence and safety I have had in here in suburban America was not even something I knew I could expect to have in India. I never knew what it felt t...

Under Advisement

Recently a desi dude who is more acquaintance less friend called to check in on me. Those who have read this blog before might know that such calls tend to make me anxious. Depending on how far back we go, there are sets of FAQs that I brace myself to answer. The trick is to be sufficiently evasive without being downright offensive - a fine balancing act given the provocative nature of questions involved. I look at these calls as opportunities for building patience and tolerance both of which I seriously lack. Basically, they are very desirous of finding out how I am doing in my personal and professional life to be sure that they have me correctly categorized and filed for future reference. The major buckets appear to be loser, struggling, average, arrived, superstar and uncategorizable. My goal needless to say, is to be in the last bucket - the unknown, unquantifiable and therefore uninteresting entity. Their aim is to pull me into something more tangible. So anyways, the dude in ques...

Changing Pace

This blog has been a big part of my life for the last five years. Besides giving me the opportunity to connect with a number of interesting people and share my thoughts and ideas with them, it has been a form of daily meditation for me. No matter what the day threw my way, I made a very deliberate effort to find a little quiet time to write.The process of thinking about what to write and then the act of writing itself worked as an antidote to aggravations big and small. Five and half years ago, when I started Heartcrossings both my personal and professional lives left a lot to be desired for. The only real happiness I had was in being J's mother. While that was often enough to make me forget what I did not have, I sorely needed a third place to call my own and shape in the likeness of my dreams. This blog has been where there were no limits or constraints and that was absolutely exhilarating - it is the reason I have been able to nurture it for as long and as much as I have. A lot ...