Measuring Performance

Tonight’s episode of Chef Ramsay’s Hell’s Kitchen provided an example of assessment and evaluation based on multiple sources of performance data. While two teams competed to complete a dinner service, the Red Team celebrated the win prematurely believing that serving their last ticket first guaranteed victory. All through service the language coming from both kitchens focused on speed and completion while omitting anything related to quality. Well, Ramsay was the only Chef who addressed high expectations. The Blue Team deflated when they heard that the Red Team sent up their last table, yet frowns turned into possibilities as soon as Ramsay mentioned two words…Comment Cards.

The Blue Team while finishing second in the delivery of service had an 83% positive review rate compared to the Red Team’s 81%. Chef Ramsay declared the Blue Team the victor leaving many Chefs realizing that finishing first is not always the best. The competition blinded why these Chefs were even in the kitchen; their purpose is to provide the customer with an excellent dining experience not to beat the other team. They never realized that by focusing on the customer’s needs the victory will always be in reach. I can imagine that during the next competition aspirations will now include quality and thinking about the clients experience then just on beating the other team.

This reminds me of the difference between teaching and learning, one focuses on the teacher while the other on the student. I wonder how many wait to realize that both are important for winning.