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Department Management Capstone
Department Management Capstone
© 2010 McDonald’s Proprietary Information. Unauthorized use is prohibited.
Department Management Capstone Department Management Capstone
Confidentiality Statement
The Department Management Capstone contains confidential and proprietary information. For exclusive use of employees and franchisees of McDonald’s Corporation.
Slide 2 Department Management Capstone
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Department Management Capstone Department Management Capstone
Get to Know Your Team!
• Introductions– Name, role, where are you from?
Slide 3
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Department Management Capstone Department Management Capstone
Effective Leaders
• Think about effective leaders
• What makes them effective
• Record the attributes on sticky notes
• Choose your team’s top 4
• Match your top four to Leadership Behaviors
Slide 4
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Department Management Capstone Department Management Capstone
Course Goal
• The goal of this course is to build, demonstrate, and enhance leadership behaviors for Department Managers to lead strong teams and improve business results.
Slide 5
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Department Management Capstone Department Management Capstone
Course Objectives
• Apply specific leadership behaviors to hold your Department teams accountable for achieving business results
• Take the best leadership practices from collaborating with your peers and apply them back on your job
Slide 6
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Department Management Capstone Department Management Capstone
Course Expectations
• What are your expectations?
• What do you hope to learn?
• What do you hope to walk away with?
Slide 7
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Department Management Capstone Department Management Capstone
Your Role at Second Street
• You are now Department Managers at Second Street!
• Choose a role
• Put on name badge
Slide 8
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Department Management Capstone Department Management Capstone
How the Course Works
• Teams compete
• Complete four Challenges
• Greatest total score = winner of Business Leadership Award
Slide 9
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Department Management Capstone Department Management Capstone
2nd Street
• Restaurant has challenges:
– High 90-day turnover
– Understaffed
– Incomplete SOCs
• Demonstrate leadership behaviors to impact business results meters
Slide 10
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Department Management Capstone Department Management Capstone
The Challenges
• Complete four different Challenges
• Performance determines score
• Explore leadership behaviors
• Discover impacts on other Department Managers
• Choose timekeeper
Slide 11
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Department Management Capstone Department Management Capstone
Meters and Scoring
Slide 12
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Department Management Capstone Department Management Capstone
Evaluation and Action
• View teams’ meters after each Challenge
• Discuss Challenges and Outcomes
• Answer questions
• Take action!
Slide 13
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Department Management Capstone Department Management Capstone
Course Agenda
Slide 14
Day 1
• Welcome, Icebreaker, and Course Intro
• Challenge Warm-up
• Challenge 1
• Challenge 2
Day 2
• Challenge 3
• Challenge 4
• Game, Awards, Evaluations
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Department Management Capstone Department Management Capstone
How to Get Online
Slide 15
http://mcdonalds-dm.regislearning.com
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Department Management Capstone Department Management Capstone
Scavenger Hunt
Slide 16
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Department Management Capstone Department Management Capstone
Challenge Warm-up
• Please begin!
• We’ll come back together as a group after Accountable Leadership and a break
Slide 17
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Department Management Capstone Department Management Capstone
Challenge Warm-up
• Scavenger Hunt
– What questions do you have?
Slide 18
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Department Management Capstone Department Management Capstone
Challenge Warm-up
• Vision Activity
– What is your team’s vision?
Slide 19
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Department Management Capstone Department Management Capstone
Challenge Warm-up
Slide 20
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Department Management Capstone Department Management Capstone
Leadership Behaviors Challenge 1
• Organizes the Work
• Communicates Effectively and Honestly
Slide 21
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Department Management Capstone Department Management Capstone
Meters and Scoring
Slide 22
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Department Management Capstone Department Management Capstone
Action Plan
Slide 23
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Department Management Capstone Department Management Capstone
Leadership Behaviors Challenge 2
• Builds Teamwork
• Develops Crew and Managers
Slide 24
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Department Management Capstone Department Management Capstone
Meters and Scoring
Slide 25
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Department Management Capstone Department Management Capstone Slide 26
Action Plan
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Department Management Capstone Department Management Capstone
Department Management Capstone Day Two
Slide 27
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Department Management Capstone Department Management Capstone
Course Agenda
Slide 28
Day 1
• Welcome, Icebreaker, and Course Intro
• Challenge Warm-up
• Challenge 1
• Challenge 2
Day 2
• Challenge 3
• Challenge 4
• Game, Awards, Evaluations
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Department Management Capstone Department Management Capstone
Leadership Behaviors Challenge 3
• Plans Beyond the Shift
• Supports Change
Slide 29
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Department Management Capstone Department Management Capstone
Action Plan
Slide 30
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Department Management Capstone Department Management Capstone
Leadership Behaviors Challenge 4
• Influences by Example
• Puts the Customer First
Slide 31
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Department Management Capstone Department Management Capstone
Action Plan
Slide 32
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts
• Wait until the question is asked
• Shout out team color and wait to be called on
• 16 total questions + bonus
• Bonus reveals a secret phrase
Slide 33
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Department Management Capstone Department Management Capstone
A
Slide 34
200
400
600
400
600
200
400
600
200 200
400
600
800 800800 800
Challenge 1 Challenge 3Challenge 2 Challenge 4
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts
• Challenge 1 = 200
Multiple Choice:
A Vision Statement states a goal for:
a) Profit
b) The future
c) Growth
d) Customer support
Slide 35
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Department Management Capstone Department Management Capstone
b) The future
Slide 36
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
SRED
AELE
LB
ATNA
OCCC
Slide 37
200
400
600
400
600
200
400
600
200
400
600
800 800800 800
Challenge 3Challenge 2 Challenge 4
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts• Challenge 1 = 400
Short answer:
Which leadership behavior are you demonstrating when you
use body language appropriately?
Slide 38
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Department Management Capstone Department Management Capstone
Communicates Effectively & Honestly
Slide 39
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
SRED
AELE
LB
ATNA
OCCC
Slide 40
200
400
600
400
600
200
400
600
200
600
800 800800 800
Challenge 3Challenge 2 Challenge 4
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts• Challenge 1 = 600
True or False: I'm a McDonald's leader trying to
organize my work.
I can show a high level of personal accountability through making time for
my own work.
Slide 41
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Department Management Capstone Department Management Capstone
True: Show a high level of personal
accountability for your own work by making time for it, meeting high
standards, and looking for ways to continuously improve.
Slide 42
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
SRED
AELT
LB
ATNA
OCCC
Slide 43
200
400
600
400
600
200
400
600
200
800 800800 800
Challenge 3Challenge 2 Challenge 4
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts• Challenge 1 = 800
Short answer:
What are three resources you should use to prepare for every Weekly Managers’
Meeting?
Slide 44
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Department Management Capstone Department Management Capstone
1. RDM Walk-Thru Day Agenda
2. Completed Scorecard
3. Completed Walk-Thru Checklist
Slide 45
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
SREC
AELT
LB
ATNA
OCCC
Slide 46
200
400
600
400
600
200
400
600
200
800800 800
Challenge 3Challenge 2 Challenge 4
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts
• Challenge 2 = 200
Multiple Choice:
Which is an example of “team language”?
a) Me
b) He
c) She
d) We
Slide 47
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Department Management Capstone Department Management Capstone
d) “We”
Slide 48
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
SREC
AELT
LB
ATUA
OCOC
Slide 49
200
400
600
400
600
200
400
600
800800 800
Challenge 3 Challenge 4
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts
• Challenge 2 = 400
Multiple Choice:
Working within the right chain of command
means that everyone knows:
a) Where to go for what
b) What to do with whom
c) Who to go to for what
d) How to get things done
Slide 50
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Department Management Capstone Department Management Capstone
c) Who to go to for what
Slide 51
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
SREC
AELT
LB
ATUA
OCOC
Slide 52
200
400
600600
200
400
600
800800 800
Challenge 3 Challenge 4
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts
• Challenge 2 = 600
Short Answer:
I'm a McDonald's leader who understands that different members of my team are
motivated in different ways. I adjust my development approach to fit their needs.
Which leadership behavior do I understand well?
Slide 53
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Department Management Capstone Department Management Capstone
Develops Crew & Managers
Slide 54
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
SREC
AELT
LB
ATUA
OCOC
Slide 55
200
400
600
200
400
600
800800 800
Challenge 3 Challenge 4
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts
• Challenge 2 = 800
Short Answer:
When people on my team have differing viewpoints, it's my job to
confront the conflict by asking which type of questions?
Slide 56
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Department Management Capstone Department Management Capstone
Why? questions
Slide 57
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
SREC
AELT
LB
ATUA
OCOC
Slide 58
200
400
600
200
400
600
800 800
Challenge 3 Challenge 4
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts• Challenge 3 = 200
True or False:
It’s a sign of great leadership when you encourage your team to help you solve problems by asking for
their input.
Slide 59
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Department Management Capstone Department Management Capstone
True:Part of leadership behavior
Supports Change
Slide 60
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
SREC
AELT
LB
AAUA
ODOC
Slide 61
400
600
200
400
600
800 800
Challenge 4
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts• Challenge 3 = 400
Multiple Choice:
As a great restaurant leader, I should be able to
talk about how my department‘s ____________
contributes to the overall restaurant's results:
a) Performance
b)Profits
c) Production
d)Process
Slide 62
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Department Management Capstone Department Management Capstone
a) Performance
Slide 63
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
SREC
AELT
NB
AAUA
ODOC
Slide 64
600
200
400
600
800 800
Challenge 4
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts
• Challenge 3 = 600
Short Answer:
What is an example of a
past performance item
that can help you identify improvement opportunities in your
department?
Slide 65
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Department Management Capstone Department Management Capstone
1. Suggestions from managers and crew
2. Observations3. Scorecard4. GM input on Weekly Walk-Thrus
for the month5. Sales and profits
Slide 66
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
SREC
AELT
NB
AAUA
ODOC
Slide 67
200
400
600
800 800
Challenge 4
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts
• Challenge 3 = 800
Short Answer:
I am a new Department Manager who needs to implement a big change in my Department,
but my team is resistant.
I tell them, “We have to make this change—that’s just the way it is, and you’ll do it
because I’m your boss.”
What are two things I’m doing wrong?
Slide 68
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Department Management Capstone Department Management Capstone
1. Not asking for anyone's input
2. Not telling others what their role is in the change
3. Not planning for the change in advance
4. Relying on my title
Slide 69
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
SREC
AELT
NB
AAUA
ODOC
Slide 70
200
400
600
800
Challenge 4
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts
• Challenge 4 = 200
True or False:
If I say, "You need to do this because I'm your boss," that's a good way to
gain acceptance from my team.
Slide 71
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts
False:
Great leaders offer well-reasoned, logical explanations for their
viewpoint to help bring others on board.
Slide 72
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Department Management Capstone Department Management Capstone
SREC
AELT
NB
SAUA
LDOC
Slide 73
400
600
800
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts
• Challenge 4 = 400
Short Answer:
When I build my team’s confidence and enthusiasm for getting results,
I am demonstrating which leadership behavior?
Slide 74
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts
Influences by Example
Slide 75
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Department Management Capstone Department Management Capstone
SREC
AELT
NB
SAUA
LDOC
Slide 76
600
800
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts
• Challenge 4 = 600
Multiple Choice:
Before trying to persuade someone on my team to accept a decision I’m making as a restaurant
leader, I should say something like:
a) “I’ve heard that you don’t like my choices.”
b) “I’m sorry, but as your boss it’s important for me to do this.”
c) “I understand that you are concerned about this. Let’s talk.”
d) “This is really necessary for our restaurant’s success.”
Slide 77
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts
c) “I understand that you are concerned about this.
Let’s talk.”
Slide 78
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Department Management Capstone Department Management Capstone
SREC
EELT
NB
SAUA
LDOC
Slide 79
800
Leadership Nuts and Bolts
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts• Challenge 4 = 800
Short Answer:I'm a Department Manager who always makes sure
my people are trained well.
I look for consistency in my team's training, and verify that they're using the right service
procedures at all times.
Which leadership behavior am I demonstrating?
Slide 80
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Department Management Capstone Department Management Capstone
Leadership Nuts and Bolts
Puts the Customer First
Slide 81
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Department Management Capstone Department Management Capstone
AREC
EELT
NB
SAUA
LDOC
Slide 82
Bonus Phrase: 2 Points
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Department Management Capstone Department Management Capstone
Bonus Phrase: 2 Points
A C C O U N T A B L E
L E A D E R S
Slide 83
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Department Management Capstone Department Management Capstone
Next Steps
• Action Plan
– Discuss during Coaching Sessions
– Agree on leadership opportunities
– Plan for next steps
Slide 84
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Department Management Capstone Department Management Capstone
Awards Ceremony
Welcome to the official
Department Management
Capstone
Awards Ceremony
Slide 85
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Department Management Capstone Department Management Capstone
Congrats on Course Completion
• Goal: To build, demonstrate, and enhance leadership behaviors so Department Managers can lead strong teams and improve business results.
• Recognizes your effort to improve leadership skills
Slide 86
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Department Management Capstone Department Management Capstone
Most Improved Award
• Most improved throughout the course
• Demonstrated consistent upward trend in all three meters
• Took opportunities to learn and improve
Slide 87
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Department Management Capstone Department Management Capstone
Team Excellence Award
• Represents making important decisions around your crew, reporting managers, and peers at Second Street
• Represents strong team dynamics
• Impacts Leading Teams meter
Slide 88
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Department Management Capstone Department Management Capstone
Guest Service Excellence Award
• Represents choices that positively impact McDonald's guests
• Without satisfied guests, our business just can’t succeed!
• Impacts Guest Satisfaction meter
Slide 89
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Department Management Capstone Department Management Capstone
Profitability Excellence Award
• Represents smart decisions positively impacting Second Street’s overall profitability
• Impacts Restaurant Results meter
Slide 90
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Department Management Capstone Department Management Capstone
Business Leadership Award
• Team that performed the best overall
• Kept team and guests satisfied
• Focused on restaurant profitability
• Demonstrated how to apply leadership to decision making
• Impacted all 3 meters
Slide 91
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Department Management Capstone Department Management Capstone
Good Luck!
Slide 92