The Interactive Approach, Essay Example

Introduction

“That’s why we’re selling 2500 cups of coffee a day,” said Joe DePinto. “Not because we have great coffee, but because we have people like Dolores” (Deblauwe, 2010). Although most all employees want to receive some sort of recognition from their managers or supervisors, the absence of this recognition does not always prohibit employees from doing a good job. This is exactly what Joe DePinto, CEO of 7-Eleven, found during his visits to his retail chains.  Joe DePinto was able to see firsthand the integrity and dedication of employees while on the show Undercover Boss.  The CBS series discloses the events that are taking place during the daily operations of businesses and organizations. The CEOs visit their businesses and employees as an incognito employee themselves.  What they find is often quite surprising and at times, very emotional. Below outlines some of what happened when Joe DePinto shows us at his reatil stores.

Biggest Seller of Coffee

“He’s amazed by the amount of coffee we sell,” said Dolores, an employee of 18 years who knows every customer who enters the store, has five children of her own and is on dialysis (Deblauwe, 2010). Delores, his shift manager, has no idea that the 7-11 new hire is actually Joe DePinto, her boss. DePinto, acting as a new hire, sees the inefficiency of the coffee-making process and realizes that simply adding a sink near the coffee machines would create a more effective process. DePinto was so moved by Delores’ performance and dedication that he established an awareness program that raised over $150k towards organ donation in her honor.

The Baltimore Bakery

Although Phil is no Delores, DePinto is amazed at the talent of his line manager at the Baltimore Bakery. Phil is an artist and has placed many of his drawings in the break room of the bakery. After DePinto reveals himself as the CEO, he offers Phil a position in the graphic design department.

The Patriotic Delivery Driver

One of the most inspirational segments of the show is when DePinto travels close to his hometown and risks having his cover discovered as he takes on the role of a delivery driver. Igor, a Kazakstanian truck driver, shares a heartwarming message about being an immigrant in America. Igor is very hard working, energetic and enthusiastic about having the opportunity to live the American dream. DePinto asks Igor about his unyielding motivation. Igor responds, “America is the best country in the world. You guys don’t really know how blessed you are. You take it for granted (Deblauwe, 2010)” Igor inspires DePinto with his positive attitude and dedication to his country. After revealing himself as CEO, Igor is given his own franchise.

Working the Night Shift

A young Pakistani guy named Waqas has been employed with 7-11 for four years. Waqas works the night shift while he attends school during the day to obtain a Bachelor’s Degree in Criminal Justice. While working the night shift, DePinto is amazed at all the food that is being thrown away instead of being donated to a local charity. When asked about his career plans, Waqas reveals that he does not believe he has a future with 7-11 since there are no opportunities for advancement within the store.  At reveal, DePinto offers to mentor Waqas and help him advance his way up through the 7-11 organization.

Sociological Approach

“People construct reality through their interactions within worldviews… [They do it] when they explain things to one another, tell each other stories, create models and theories… and in general when they interact through thought, word, and action” (Lichtenstein, Uhl-Bien and Marion, 2006).  Although the episodes of Undercover Boss are emotional, invigorating and sometimes humorous, there is an underlying message within the context of each show. When interactions occur between individuals or groups, changes in behaviors and thought processes can occur from these social exchanges. Whether accidental, planned, reoccurring or regulated, there are a number of variables that can occur during the transaction that can create a change in behavior or thought.  As a result, the interactive perspective is dynamic.

The show Undercover Boss solidifies the need for a new leadership in the modern world. The traditional, hierarchical method in businesses and organizations is perceived as antiquated and out of touch.  Employees and everyday people are in search of leaders and individuals who can develop new perspectives that will accommodate the ever-changing needs of employees and society as a whole (Levinthal, 2001). In many organizations, primarily those of larger scales, CEOS and executives rarely share any form of communication with their front line employees. Many CEOs determine or gauge the events taking place within their organization based on statistical analysis and stock market prices. By incorporating an interactive perspective, CEOs and executives can transition a complex dynamic process into one of people, processes and ideas.

By developing contextual interactions throughout the entire social system, top level management can serve as interactive agents in sparking a rich and new approach to the neglected dimensions of their organization (Uhl-Bien, 2006). Interactive perspective is not developed through the single actions of one but by the interactions between all individuals within the ‘group’. Based on the findings and underlying messages of Undercover Boss, CEOs and executives much identify those events and social exchanges that will develop an interactive organization. By seizing these events in an interactive way, organizations can have an impact on the organization, the processes and most importantly, the people.

Reference

Deblauwe, Tony. (2010). Undercover Boss (Video): 7-11 Episode. Retrieved May 9, 2010 from web: http://www.workbabble.com/2010/02/undercover-boss-711-episode.html

Levinthal, D.A. (2001). “Organizational adaptation and environmental selection: Interrelated processes of change,” Organization Science

Lichtenstein, B., Uhl-Bien, M. and Marion, R. (2006). Complexity leadership theory: An interactive perspective on leading complex adaptive systems. Retrieved May 9, 2010 from web: http://digitalcommons.unl.edu/cgi/viewcontent.cgi?article=1007&context=managementfacpub

Uhl-Bien, M. (2006). “Relational leadership theory: Exploring the social processes of leadership and organizing,” The 2006 Yearly Review of The Leadership Quarterly