"When the backstage is optimized, not only does it improve the organization's front stage performance, but it also becomes a part of the show itself."
"In a healthy organization, the front stage and the backstage are not separated by a physical wall or partition, but rather by the boundaries of the organization's cultural conventions."
"In most cases, for most QSRs, the backstage of the organization- its culture-is not optimized. They have policies and processes, but their cultural conventions stop there."
Rosa Mexicana in New York City exemplifies how an engaging dining experience, like table-side guacamole preparation, enhances customer satisfaction. This reflects a broader principle in organizations: optimizing backstage operations improves front stage performance. In contrast, quick service restaurants often have opaque backstages, limiting customer engagement. Effective organizational culture integrates both backstage and front stage, creating a cohesive experience. The podcast FROM THE CULTURE emphasizes the importance of organizational culture in driving success, suggesting that culture is a critical element often overlooked in business strategy discussions.
Read at Fast Company
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