Procedures As Pillars

Michael Gerber is an author and the founder of Michael E. Gerber Companies, a business skills training firm based in Carlsbad, California. In his very popular books and seminars, he tells the story of the McDonald’s breakfast that changed his life.

Michael Gerber was a salesman. One morning, he stopped at a McDonald’s near his house for a breakfast sandwich on his way to his first appointment. Unfortunately, the prospect stood him up. So, to kill time before his next appointment, Michael stopped at another McDonald’s across town. He was still hungry, so he ordered another breakfast sandwich.

It was then that Michael had an amazing realization … the sandwiches were exactly the same. “How could this be,” he asked himself, “since they are in two completely different restaurants, miles from each other, made by two completely different staffs of people?”

Gerber eventually discovered the secret to McDonald’s consistency: Procedures. He found that this fast food chain has detailed procedures for every little thing they do. This, says Mr. Gerber, is why McDonald’s can do extraordinary things with ordinary people. Or, as he tells his audiences, “McDonald’s has built an empire using the same kids that you can’t get to clean their rooms.”

Procedures are the pillars of a well-run company. They provide a framework for people to grow as individuals and as a team.

 


The above is used by permission from the book Three Years Of Tuesday Mornings: 156 e-mails about business and life by Steve Fales.

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