¶ … undercover boss with the Menchie's Frozen Yoghurt franchises. There were a few different positions on this show. The first was that of a shift leader at one of the retail outlets. This position has two components -- leadership and customer service. The customer service is element is common to all retail positions, and the shift leader needs to know all of the different elements of the business. They need to understand both the back of house and front of house, and all of the different things that will need to be done over the course of a shift. The leadership component of the role is less technical in nature, but the shift leader sets the tone for the shop, and ensures that the different people in the shop are fully trained and capable of ensuring a high standard of service. The shift leader is responsible for training, and a large part of the onboarding process. In this role, the shift leader needs to ensure that new hires are not only trained on the technical aspects of the job, but that they are also able to instill the corporate culture as well.
Another job that was on the show was that of the dairy farmer, the role was called herdsman This job is fairly comprehensive, as the dairy farmer is entirely responsible for the care of the cows, the milking and then getting the milk ready for shipment. This role requires a high level of knowledge about dairy cows in particular, including their breeding, calving and other medical issues. This occurs for an entire herd of cows. The milking seems like a small part of the job, with the health and care of the cows being a bigger component of this job.
The job analysis collects information about the position including researching the position, talking to employees and understanding the most important aspects of the job (Heathfield, 2014). For a job analysis, the best approach is to take a comprehensive overview. This means one-on-one interviews, and job shadowing as in the show. Seeing the job being done is one of the best ways to get insight about how the position looks on a day-to-day basis. This is especially useful in determining how much time each part of the job takes -- for example how much of a shift leader's time is spent on basic retail work and how much is spent managing. This can affect a lot of things like determining the external equity level of the compensation. The interview also provides an opportunity for the person on the job currently to provide some feedback and perspective on the position, for example if it changes at different points throughout the year.
The job description for the shift leader is as follows:
Shift Leader
Purpose: To create exceptional customer experiences
Job Duties:
Responsible for training new hires, ensuring that they understand all the functions of their jobs and the guidelines on which they will be evaluated
Assist the store manager in evaluating the employees by providing information, insight and in some cases scoring
Ensure smooth operation of the restaurant to company specs, including greeting customers, store cleanliness, customer service, and inventory management
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