I am often asked by my clients to provide training services.
As if somehow the process of “training” will magically make all of their
operational problems disappear. My response is always the same, “what is your
objective?” By focusing on the output
(results) rather than the input (tasks) you can eliminate steps (work) that has
no bearing on the success of your restaurant. Going through the motions of a
training program does not guarantee results. It only guarantees you going
through a “training process” that may not be needed. I have always believed
that one should never do more work than is absolutely necessary to get the
desired result. Besides, isn’t it all
about results?
The problem with providing an employee with a “job
description” is that the job description focuses on tasks, not outcomes. It is
conceivable that an employee can complete each task listed on the “job
description” and still not provide you (the owner) with the desired result.
Think about it….your restaurants profitability and reputation is predicated on
the results your employees achieve. Activities (tasks) mean nothing if they do
not deliver the desired result.
By defining results rather than tasks you allow your
employees to interpret their jobs in the way it works for them. The result will
be increased productivity, enhanced guest service, improved moral, and more
sales and profits for you.
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