Horst Schulze
👤 SpeakerAppearances Over Time
Podcast Appearances
Process management with employees involved in building the process.
That means, in the book, complain and room service, slow room service.
He goes to room service and says, order taker, busboy, waiter, cook, work, find out the root cause, find the root cause.
of find the root cause why we have slow room service compliance.
And the people connected to the process with the employees worked on it.
I tell you his result, I tell you a result he had.
That is unbelievable.
When you start, you learn the second data, non-negotiables, which everybody gets in their pocket.
If I catch somebody not carrying that in their pocket, I have a problem.
General manager or dishwasher, I want you to carry it because that's who we are.
And these are the non-negotiables.
Yeah, I give it to you as a gift.
It's in my book, by the way.
Oh, sure.
Yeah, a little bit different.
A little bit, a little bit.
And Ritz changed after I left.
Every single employee.
At Capella.
At Capella.