Professor Jerry Newman on Management

A while back ago, I had written on a book I recommended as a must read for those interested in management techniques and the ways in which people interact in a fast-paced workplace The book, My Life on the McJob, explores this, as Jerry Newman, a management professor at Professor at SUNY Buffalo, decided to conduct an experiment as he worked at seven stores over 14 months – two McDonalds, two Burger Kings, one Wendy’s, one Arby’s and one Krystal (a fast food chain in the South), with the stores being located all over America, in Michigan, Florida and New York. Newman worked all jobs, grill, register, custodian, and observed and documented experiences first-hand.

Newman's case study was so fascinating that I wanted to interview him and ask him more about his book and whether it applied to libraries, which often resembles a retail fast-food chain in terms of frenetic pace with customers and rigid tension between management and staff. Here is our interview:

Question: Libraries are every bit as dysfunctional as any organization. What can libraries learn from McJob? Is your book written for fastfood and retail only? Does it apply for all?

Newman: The book is relevant to any organization that has multiple shifts in the course of a day, or that has multiple units within the organization. I think libraries qualify on both accounts. The biggest problem in multi-unit operations, and this isn't just me speaking - mcd agrees with this - is the inconsistency across time and units. To be great, first you must be consistent. This isn't always "sexy", hence the reason for low interest.

Question: What can managers learn from your book? If there is one thing they can take away from your book, what would it be?
Newman:

• Fast food jobs are HARD – both physically and mentally
• These jobs provide opportunity to learn important life skills
• Dealing with pressure situations
• Communicating with peers
• Managing conflict (with customers, peers)
• Fast food is more representative of our country’s diversity and makeup than other industries
• MOST INTERESTING: The store’s manager (and not corporate operations procedures and values) determines the climate and ultimately the success of the workplace

Question: What works? You had mentioned the four four R’s. What are they?

Newman:

• Realism…People like predictability, set boundaries and expectations
• Recognition…Be an ego-architect – reinforce self worth
• Relationships…Build a social web, identify those employees that connect with others and use them to cultivate camaraderie among the troops
• Rewards…Gold stars still work

Question: What were some challenges you found?

Newman: How to reward your employees when money is not an option.

• Provide constructive feedback: Gold stars worked in elementary school, still work now
• Recognize job proficiency by make an example of a strong employee
• Offer flexible hours and job security
• Facilitate social interaction – build a social web, make the work-place a fun-place to be
• Advertise opportunities to advance
• Build positive manager/employee relationships

Question: What are some key takeaways from your research in this book?

Newman:

• Hiring decisions are key to store success and employee retention
• Culture has the strongest impact on workers’ behavior – and managers are in control
• Camaraderie and strong work ethic are a winning combination

Question: Were there any surprises during the extent of your experiences?

Newman:

• Fast food is not an easy job
• No forum for employee feedback and unsolicited feedback on operations/best practices is not welcome
• Wide disparities exist across stores – even those with the same name
• Women are better managers
• Recognition is a powerful motivator