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Donald Burns explains how people and processes must support each other through training, checklists, and production sheets. When staff skip procedures or lack training, the system fails and the product suffers.
Donald Burns explains how people and processes must support each other through training, checklists, and production sheets. When staff skip procedures or lack training, the system fails and the product suffers.
People feed the process. Process feeds the people. You need those two to work in synergy, because when it works in synergy with each other, what it does, it forms a protective barrier around your product. People feed the process and process feed the people. I can't get my team to follow my checklist. Look at the equation. What's the back end of that? It's the people part. They haven't been trained properly, or they haven't been told why it's important to follow the checklist. I took a little break. I come back at the restaurant. Everyone just standing around doing nothing. Is there a process in place? Do they have running side work? Do they have checklists? They have production sheets. They have things they should be working on. So when the people in the process work in harmony, in synergy with each other, this basically protects your brand.
If your restaurant only works because you work 80 hours a week, it doesn't work.
