I don’t typically go inside fast-food restaurants, opting instead for the drive-through window, but I made an exception while on vacation recently so that I could get out of my car and stretch.
So there I was, standing at the counter in a McDonald’s, waiting for my children’s order to arrive, when the journalist in me suddenly took over. I started watching the organized chaos that is fast food unfold and etched the goings-on into my mental notebook.
The drink station was completely computerized. As orders were punched in drinks were automatically filled. There were miniature digital timers on every piece of machinery, each ticking down toward the completion of some sandwich or order of french fries. And there were posters with precise instructions hung at every workstation.
I knew McDonald’s — like Starbuck’s — employed a sophisticated system that ensured consistent products and services no matter which restaurant you were in worldwide, but it was still impressive to see it in action.
Thinking about it, there is clearly a competitive advantage to doing what these two juggernauts do, and perhaps that’s why this month’s cover story subject, Kevin McMullen, set out to do the same at Fairlawn-based OMNOVA Solutions Inc.
McMullen recognized that much of what made OMNOVA great was stuck in silos that prevented a true open culture of innovation and information from taking root and making it possible to create consistency companywide.
He launched the One OMNOVA concept, which was designed to crack open those silos and transform the organization. This month’s behind-the-scenes look at how new company mission was developed and implemented is truly eye-opening.
One of the results of One OMNOVA is having a customer in Bangkok, Thailand, receive the same experience as one in London, England. Speaking of experiences, by now you’ve probably noticed our new columnist, Kevin Daum, and his column, “The Awesome Experience.”
Daum is a New York City-based entrepreneur, author and business coach, who has owned a former Inc. 500 company and worked with Gazelle’s founder and CEO, Verne Harnish.
His new book, “Roar: Get Heard in the Sales and Marketing Jungle,” hits the shelves of bookstores nationwide this month. Daum’s answer to consistency is for CEOs to embrace the idea of offering every customer, employee and vendor an awesome experience every time there is a touch point. You can read a preview of “Roar” at http://kevindaum.com/awesomeroar.
