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Articles
QSR Symposium Recap
July 1, 2007
Originally published in the QSR Side Order Newsletter
People Report and QSR Magazine hosted a symposium focused on the people side of the quick-service and fast-casual industry. Over 125 thought leaders, executives and sponsors attended. Here is a brief recap of some of the highlights:
- Dr Jerry Newman, author of My Secret Life on the McJob described great management as well as ‘opportunities' from his various jobs he took working in the industry. The key? Hire and develop great managers.
- An enlightening panel of hourly employees told attendees what they look for in a job, why they stay and what they like and dislike. The key? Find good workers, lose the bad ones and pay/incentivize those who produce and they will be more loyal than ever.
- Thom Crosby from Pal's and TJ Schier from p.o.d.Training described how Pal's hires and trains the best to achieve a 2% assistant manager turnover and hourly turnover below 70%. The key? Have a system to assist managers in hiring the best, have a system and process to remove the ‘gray' from training the employees and ensure the training never ends. In Pal's case, it is a mix of hands-on, iPods, PowerPoint, flash cards and testing.
- Teresa Siriani from People Report, Patti Wilmot from Domino's and Jim Vinz from Corner Bakery walked through numerous people issues facing the industry today and the Executive Panel featured Kathleen Wood, President of Raising Canes, Phil Friedman, CEO of McAlister's Deli, Roz Mallet, President of Caribou Coffee and Larry Behm, SVP of Panda discussing some of the macro challenges we face as an industry.
- Jim Sullivan walked through the 7 stages of building high performance teams. Their research showed a multi-unit supervisor receives less training than an hourly employee, yet runs millions of dollars of business. The key? Spend time developing the managers who manage managers as he said.
- ‘Chef Jeff' Henderson talked about his trek from prison to being the first African-American Chef at Café Bellagio (which has led to a book deal and a forthcoming Food Network show and movie deal). What a story! The key? Don't overlook the non-violent offenders coming out of prison. They want a second chance, work hard and can cook!
What a great opportunity to learn from some outstanding people. See you next year at the conference!