Many people, including CEOs, credit their summer jobs -- many of them in the restaurant business -- with teaching them important lessons about customer service.
"The interesting thing about McDonald’s which is very relevant to what we do here is process control," he said during our Leadership Agenda interview published in Monday's Inquirer. "I didn’t appreciate it at the time, but everything was done a certain way. There is a definite process to make a Big Mac. You put the meat on the grill. Five seconds later the searing timer goes off. Everything, it’s one shot of the secret sauce or whatever, or it was just the process."
Why is process control, doing it the same way every time, so important, I asked.