Article contributed by Mike Berman, COO, Day & Nite/All Service
The Day & Nite/All Service team began composing these informative weekly columns on April 6, 2020, making this the 20th consecutive month. From the very beginning the purpose and intent has been to provide timely, relevant, practical and proven ideas, strategies and tactics for running the most efficient foodservice operation in any environment.
But given the unrelenting volatile conditions with a decided emphasis on successfully managing against Covid-19, crisis management currents to the more recent era of supply chain bottlenecks and unprecedented rates of inflation. Since I’m not a professional journalist, I have developed an even greater level of respect for those able to produce marvelous content on a daily basis. Coming up with interesting material is never easy. I was brainstorming this week’s column when I overheard Gary Montana, Day & Nite HVAC and Popular Plumbing General Manager, brilliantly lead one of his managers:
“If you have 100% accountability for something, then you have 100% authority to use your judgement and get it done!”
This simple yet most powerful phrase sets a high performance organization tone, a critical success factor for any company in any era but even more crucial for any services provider and more essential in these most challenging times. Although many companies and senior managers give lip service to an empowered workforce, accountability is more often used as a sword actually inhibiting desired results where authority is held back as a protective managerial shield against employees not fully trusted with requisite responsibilities. Recognizing anything short of highly efficient businesses will prove no match for the 2-headed monster of scarcity and inflation, that anything less than insistent Balanced Scorecard principles will limit individual and organizational potential, Gary does the wisest, most scalable, yet for some strange reason unnatural-for-many thing: he trusts staff by delegating both accountability and authority with confident ease.
Of course this can only work if it’s reflective of an entire organization’s values, philosophies, strategies and accepted course of business practice. Without unified principles and unity of command, a company populated by some managers delegating accountability and authority while others are less reliable is certain to break out into tribal warfare. Managerial consistency means more than delegating accountability and authority, to be most effective it includes not second-guessing employees while also allowing for (employee) learning curves always baked into this enlightened model’s cake. Accordingly, mistakes by commission are cause for celebration while errors by omission are intolerable as these can only occur when a manager fails to properly assign accountability and authority, or an employee fails to accept it. Simply and by all measures, the process requires all-in commitment throughout an organization.
With consistency and commitment as our watchwords, in keeping with this weekly column’s pledge to cover only timely, relevant, practical and proven ideas, strategies and tactics, Gary Montana and his leadership virtues are a reflection of the greater Day & Nite family of companies values and operating characteristics. The Company’s fully integrated service-delivery chain excellence initiative depends on highly engaged employees dissecting and perfecting every link within the complex commercial Refrigeration, Cooking, Plumbing, HVAC and Indoor Environmental installation – maintenance – repair chain with intent to simplify while simultaneously delivering greater certainty of execution. Already at greater risk due to extended periods of idleness, commercial equipment uptime is even more uncertain against the backdrop of ever-shrinking parts, materials and product availability, and heightened demand for these essential services. The only reasonable way to outperform marketplace expectations is if every employee is a fully empowered contributor, constructively working cross-functionally to seamlessly deliver as only fully accountable and authoritative professionals can.
When it comes to parts, materials and product availability across all commodities and sectors, hospitality is enduring a horrible age of scarcity. Consequently, efficient operations stemming from thought leadership unleashing empowered, accountable, authoritative professionals is the furthest thing from a foodservice business luxury. To get more direct and immediate access to Gary Montana, his peers and team members poised to deliver consistent excellence email firstname.lastname@example.org