I was only 12 years old when the first McDonalds opened in the UK. It was 1974, Powis Street, Woolwich. When I walked in for the first time and ordered my very first Big Mac, little did I know what actually made McDonalds the global success it is. The moulded plastic tables and chairs seemed from a different planet and the large clown and golden arches obviously were not conceived in Woolwich.
Now the clever thing about the invasion of this chain of restaurants was their ability to serve your food at new breakneck speeds. They proudly announced that you would get your meal within two minutes (or your money back). But how could they realistically do that?
McDonalds were different. Not just their menu but in the way the made and served food. They are pioneers in applying Lean Manufacturing principles to making and servicing your orders. Lean manufacturing was developed by Mr Taiichi Ohno of the car manufacturing giant, Toyota. He examined in every detail the manufacturing of a Toyota car and worked tirelessly against waste whilst driving efficiency. Ultimately achieving more production from every current asset.
Before you start thinking “What has this got to do with Chambers?” A mantra that has been developed from these ‘Lean’ principles has everything to do with the management of your teams.
“If you can’t measure it, you can’t manage it.”
Working with many Chambers, the appraisal system is well in place or being developed. I am often asked what is a good tip or what is essential for a good system. The answer is always objectivity. If you need to manage staff it should be done on performance criteria and not on a subjective opinion. The correct levels of S.M.A.R.T objectives to achieve the individuals personal K.P.I’s is the best way to develop your Clerks effectiveness, growth and motivation. Why? Again, if you can’t measure it, you can’t manage it.
Our 6-part Practice Management Excellence course runs, in London, throughout the year and this subject is addressed further in Module 6 – Managing People for Success.
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