First and Second Level Supervisor Success

Written by: David McClaskey, President, McClaskey Excellence Institute

Most owners and general managers of business I know believe that the quality of the store/unit manager can impact sales and profitability of that store or unit by 25% of more.  Most are equally sure that their company has a long way to go before all their first or second level supervisors/managers are fully up to the task.  Why is this the case?  In many cases, it is because companies have not spent the time to develop their supervisors and managers to their leadership potential.  Continue reading

Accelerating Improvement – Why you should be interested?

Written by: David McClaskey, President, McClaskey Excellence Institute

“Pinpoint; Feedback; Reinforcement; 10 Step Process.”  These are very strange words to most people.  What if I were to tell you that these were the keys to your organization’s ability to obtain and sustain significant improvement.  Motivating colleagues to come on-board, get engaged, and make meaningful contributions to a critical improvement process is just one outcome of using the tools of the 10 step process. Interested in learning what these terms are and more?  

The BEI course “Accelerating Improvement” teaches how to use the world class 10 Step process that has saved organizations hundreds of thousands, and even millions of dollars. Goals, that organizations have tried to achieve for years, have been achieved as a result of taking this class and using the 10 Step process.   This approach was developed and refined by the world’s expert on the subject and your instructor for this class:  Russell E. Justice.   

The three big topics of Accelerating Improvement course are:  Pinpointing; Feedback; and Reinforcement.  Pinpointing is becoming likeminded about the right improvement opportunity and articulating it in a way that it both resonates with associates and can be reliably measured.  Feedback, is using the pinpoint measure and other highly visible displays of progress vs. the goal, to let everyone know how the organization is doing on accomplishing its pinpointed goal.  Feedback is needed for any organization or person to learn.  Reinforcement is the third part of the magic triangle. Providing positive reinforcement for the right behaviors; progress toward the goal; and for achieving both interim and the final goal.  In this course you will learn how to use the 10 Step process to develop and align the pinpoint, design the feedback system, and plan for positive reinforcement.  Integrated with good project management, process analysis, and action planning, you will tap into the incredible discretionary effort of your workforce.  In the end, this workshop will take your organization beyond projects to enterprise-wide improvement by unifying and mobilizing your associates around THE critical business need.   

Would you like to learn how to do this?  Sign up for the Accelerating Improvement course on Oct. 14-15.  The principles and process taught have a rather universal applicability and can be used when you need a change in behavior or to improve a result.    A proven methodology, very versatile, taught by the expert who developed it and has taught it to hundreds of organizations all over the world.   As in all BEI classes, come with a problem within your own organization in mind, and use the material as it is being taught on your organization’s own opportunity.  If you chose to bring Pal’s BEI instructor to your workplace as your consultant, he can continue to help you use the approach to accelerate your improvement.  

I hope that you will sign up for “Accelerating Improvement”. Oct. 14-15, 2009, at Pal’s Training Center in Kingsport, TN.  Just go to Pal’s BEI website: and click on “Sign Up.”  We look forward to helping you improve.

What leaders do to achieve World-Class Results

Written by: David McClaskey, President, McClaskey Excellence Institute

This is the first of series of articles on practical and proven keys to getting world class results. The practices described are proven practices of Pal’s Sudden Service, applicable to all organizations.  To learn more, attend Pal’s BEI “Achieving World Class Results” class.

Leadership is the key to excellence. No company has achieved it and sustained it without the right leadership.  Let’s examine what Pal’s manager’s do to sustain world class execution and results.  Pal’s managers have three roles:

  1. Assess Processes: Determine if processes are being run exactly to the standard. Is there any problem with any process? Execution Hints:
    1. Pal’s manager’s are able to do every job exactly to standard; thus they can see even small variations from standard.
    2. Pal’s managers spend most of their time in the front of the store where all the processes are taking place, thus they have a lot of opportunity to observe.
  2. Teach and coach: If there is any variance from standard, provide this feedback to the employee.    Execution Hints for World-Class:
    1. Find out why the variation and what can be done to prevent it in the future.
    2. Look for what managerial system that failed? (Training; staffing; culture that does not stress doing the job right every time and may even reward employees for taking short cuts, etc.) 
    3. Provide immediate coaching in a helpful and caring way that maintains self-esteem.
    4. Look for things done right that can be praised.  Try to have 3 praises for each corrective feedback.  Spent most of your time praising your best employees not with your poor performers or “squeaky wheels”
    5. Remember: ALL errors are management’s responsibility.  What do you have to do different to keep the error from reoccurring?
  3. Interact One-on-One with customers:  Nothing replaces first hand contact.  Execution Hints for World-Class:
    1. Managers should position themselves to come into first hand contact with their customers.

 Further Execution Keys for Leaders:

  1. Leaders get the behaviors they exhibit and reward
  2. Link all the reward and compensation to strategy and goals
  3. Leader’s behaviors must support the strategy and goals

Pal’s Elevator Talk

Written by: David McClaskey, President, McClaskey Excellence Institute

 Everyone ought to have an elevator talk about their organization. This is a 30-45 second description of your company, what makes it special, and drives people to come by. Here’s Pal’s elevator talk, if talking to a business person:

Pal’s Sudden Service is a regional quick service restaurant with 22 locations in East Tennessee and Southwest Virginia. It sells the best hamburgers, hot dogs, Frenchie Fries, milk shakes, Big Chicken and Chipped Ham sandwiches, and is legendary for its big ice tea. Founded in 1956, it has 24 years of consecutive sales and market share growth; serves its customers 3 times faster than its competitors while also being 10 times more accurate; has half the employee turnover of its best competitors; and its customers are so loyal because of the value they receive, that they come back to Pal’s 3-4 times more often than the customer’s of our best competitors. That would be customers come back 3-4 times per week, rather than 3-4 time per month for its competitors. Pal’s is very profitable because it consistently provides a great value and has been in business over 50 years. To help others improve, For the past 10 years, Pal’s has been sharing the secrets of its success to all types of businesses through its Pal’s Business Excellence Institute.

 Want to learn more: Learn about Pal’s World-Class management practices by talking the Sept 14-15 “Achieving World-Class Results” (palsbei then click on “courses” at the bottom of the page). It gives a great overview of all of Pal’s systems and how they fit together to produce world-class results.