News
Manager study shows low leadership, commitment to quality concerns
July 10, 2007
DALLAS —Results from a new study of the characteristics of candidates for manager positions in thequick-serviceand fast-casual restaurant segments were reported byBatrus Hollweg Internationalduring the recent People Report Inaugural QSR Workforce Symposium.
The study, comparingmanager-assessmentprofiles of candidates over the past five years, reveals significant changes in two areas. Today's manager candidates for quick-service and fast-casual restaurants scored lower on leadership and commitment to quality.
"While surprising when you consider the industry focus on development and customer satisfaction, the changes in scores merit exploration because of operational implications," said Linda Pharr, president and chief operating officer of Batrus Hollweg International. "Looking at the overall candidate profile provides insight."
Pharr says one dimension of the study looks at two competing Q's – Quickness and Quality. Along with the lower scores on quality, manager candidates showed high scores on effort and flexibility, emphasizing fast-pace and work-speed. Higher scores in the areas represent behaviors that are usually more impulsive, appearing on the surface like managers are working hard, yet in the big picture the results are not there, Pharr says. The study raises the issue of redefining job responsibilities or re-examining performance management to address quality.
A copy ofChanges in Manager Candidate Characteristics, A Study of QSR & Fast Casual Restaurantsis available for download through the White Papers section of Insights & Research on the Batrus Hollweg Web site.
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