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Big Mac Attack — Transcript

by Andrew Johnson · 4,050 words · 575 segments · language en · Watch on YouTube

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0:05hello we're back so
0:09today I'm we're gonna talk about the Big
0:13Mac
0:15attack this really happened to me when I
0:20was working in McDonald's so my first
0:22job outside working on the farm was
0:24working at
0:26McDonald's and I'll never forget that
0:28job it was my very
0:30first job outside the farm so here I was
0:3516 years old I'm working a big
0:38McDonald's and they put me on the Big
0:40Mac Grill now the way the Big Mac Grill
0:42worked at that time is they had a grill
0:47right here so it was hot hot metal Grill
0:50they had a counter but the counter was
0:52much higher it was up up about here was
0:54basically a counter and then they have a
0:57dressing table back back behind here so
1:00the way it worked is they took a flimsy
1:04a real flexible aluminum tray they bent
1:08real easily right they took it and they
1:11put the they put six
1:15bottoms of the Big Mac on one side and
1:18six middles of the Big Mac on the
1:21other so so I'm supposed to take that
1:23from The Dressing Table I hook it into
1:26the grill then I take the meat off the
1:29grill and I put the meat on the Buns
1:32right then unhook the dressing that the
1:36um uh tray and then I put it on the
1:39dressing table where somebody else puts
1:41a special sauce lettuce cheese pickles
1:43onions on sesame seed bun right then
1:46they say then they stack them so they
1:49take the middles and they put the
1:51middles it's hard to see I know they
1:55take the midds and they stack those on
1:58the bottom parts and then they put the
2:01the tops on the Buns here so now you
2:03have six Big Macs on one side of the
2:06grill right then my job was to take take
2:11the this tray of big
2:12Ms lay over the grill and put it on the
2:16counter up there right so I just that
2:19was my job right now my boss was on the
2:23other side of the
2:25counter and her job was to take the Big
2:27Max and then she would take them out off
2:30the tray and put them in some some Big
2:32Mac containers they were styrofoam back
2:34then pretty terrible in the environment
2:36but that's the way it worked right and
2:38she put those in there and then give me
2:39the tray
2:42back
2:44so I'll never forget this thing so I'm
2:4816 years old got me working on the Big
2:50Mac gril I'm
2:52going okay put it back here lean over
2:56put it on the on the counter right I'm
2:58just going along everything everybody's
2:59happy it's a nice day birds are the
3:02birds are singing the sun is shining and
3:05then they said the manager said some
3:07words that you don't really like to hear
3:09in if You' ever been in fast food and
3:11they said bus on the lot now if you've
3:15ever worked on in fast food you know
3:17that bus on the lot means go fast it
3:19means speed up because we got a a bunch
3:21of people coming in right so then they
3:23said two buses on the lot three buses on
3:26the lot turned out six bus
3:30showed up full of people unannounced all
3:34wanting to eat it was the University of
3:36Missouri marching band showed up and
3:38they said go go go go go go as fast as
3:42you can so I did that right I flipping
3:45burgers I'm putting them back here I'm
3:47putting them up on the train I'm just
3:49going crazy you You' seen those those
3:50cartoons right where the person's going
3:52and food's flying and they're just I'm
3:53going flat out as fast as I can right
3:56I'll never forget this day so I grabbed
4:01the tray of burgers remember there are
4:02all six of them are all on one side on
4:05this flimsy
4:06tray you see this coming don't you I
4:10grab it off the dressing table and
4:13spinning around and I'm going as fast as
4:16I can and I spin around and instead of
4:19hitting for for the counter I hit the
4:22corner of the counter like that right
4:24then remember it's up here right so now
4:26you spin around speci can it hits the
4:28counter
4:30and it stops the tray of Big
4:34Max right the counter because it hit it
4:36kind like that it stopped the
4:39tray but guess what it did not
4:43stop the Big
4:45Max so
4:52now the Big Max the tray stopped but the
4:56Big Max now are flying through the air
4:58with the greatest
5:00right oh no and who is standing directly
5:05in front of Big Macs that are flying
5:08through the
5:09air my
5:11boss and she's like this and all of a
5:16sudden she's got to all beef patty
5:19Special Sauce Lett cheese pickles onions
5:22onus Sesame SE bun running down the back
5:24of her neck all in her hair all over the
5:28place
5:34yeah yeah uh I'll never forget that
5:40day I'll never forget that day right why
5:43won you forget that day well what kind
5:46of words of wisdom do you think my
5:49supervisor had to share with me on that
5:52beautiful
5:53day let's just say that there are words
5:57that you cannot use in appropriately in
6:01a college classroom and she used a lot
6:03of those words remember we've said
6:06damn so just escalated up right she just
6:10went absolutely oo's nuts after me okay
6:14now what do you think my brain was like
6:16when that happened right so this
6:18happened I was absolutely humiliated
6:22right my brain was a tiny dot right I
6:25remember driving home that day thinking
6:28I hate McDonald's I hate hate McDonald's
6:30I hate McDonald's I hate McDonald's
6:32that's all I could think of it's how
6:34much I hated McDonald's
6:37now who cares about me right I don't
6:39care about Andy what about you so now
6:44you are next to me and you're on the
6:46quarter pounder
6:48Grill and you see this
6:51happen what are you going to do you go
6:55look at that fool look at
6:57Andy okay yuck it up laugh it up get
7:00that out of your system okay now we got
7:02that out of our system you got to get a
7:03good chuckle out of it now what are you
7:06going to
7:08do what do you mean what am I going to
7:10do how are you going to work now when
7:13you just saw me be humiliated in front
7:15the whole Workforce the whole store for
7:19going as fast and hard as I can how are
7:21you going to
7:23respond I'm G say not this kid look at
7:27Andy he's a fool man look at that fool
7:29boy he's over there not this kid so how
7:33are you going to respond you're going to
7:35take one Grill at a time aren't you
7:38you're gonna use one burger at a time
7:40you're gonna go slow you're gonna slow
7:42down aren't you you're gonna say no
7:45right wow W let's say you're over here
7:48on
7:49shakes milkshakes are you gonna grab six
7:52milkshakes and carry them all at the
7:54same
7:55time no you're not cuz you're going to
7:58say look at there get
8:00F not me not me now let's think about
8:04this think about this
8:06carefully what just
8:09happened so the store we needed to be to
8:12be as productive as possible that was
8:16our number one goal they said go fast we
8:19were trying to be as productive we had
8:21way too many people show up unannounced
8:24so we try to be as most productive as we
8:25can what happened to the productivity of
8:27that store
8:29it sank almost down to
8:32zero can you see a problem with this
8:35right so the very time when you need to
8:37produce as much and fast as you can all
8:40of a sudden the store pretty much stops
8:43they get to laugh at Andy they get a
8:45tiny brain hate McDonald's hate
8:46McDonald's hate McDonald's and then
8:48everybody else goes slow say I'm not
8:51gonna have this happen can you see a
8:54problem with this right there there's a
8:56big problem with this so uh
9:00what caused this to happen what caused
9:03the Big Mac attack that's important
9:05right so you said well and you're a
9:07loser I'm not McDonald's material no
9:10you're not McDonald's material you're
9:12just
9:14really can't McDonald's take almost
9:17anybody you can be developmentally
9:20disabled you can have physical problems
9:21you can be don't speak language you can
9:24have all sorts of and they can still fit
9:26you in and yet they can't fit me in no
9:28Andy you're a loser
9:29no wait what
9:31happened did this happen because I
9:34didn't
9:36care well no it didn't in fact I did
9:39care they said go as fast as you can
9:42what did I do I went as fast as I could
9:46and how was I rewarded for going as fast
9:48as I could I'm
9:54humiliated so we got this guy named
9:57demon he's interesting you're gonna love
9:58demon
10:00you're going to hear him take some
10:01business classes you're going to hear
10:02daming all the time really neat guy but
10:05he had a really strange idea for
10:07management he didn't believe in the
10:08autocratic bureaucratic Democratic
10:10participant free reign or Theory X and
10:11Theory Y he had a really unique idea was
10:14revolutionary at the time and it still
10:18is he said employees don't make
10:23mistakes period they
10:25don't all mistakes are caused by one of
10:28two
10:30things poor management or poor job
10:33design period that's it I had people say
10:37Landy I've got employees and they make
10:39mistakes all the time Deming says no
10:42Deming says employees don't make
10:44mistakes all mistakes are caused by poor
10:46management poor job design so let's look
10:48at the job
10:50design by the way it's totally changed
10:52now for a reason because it was a
10:53terrible terrible job design first off
10:56does it make sense to put six Big Macs
10:58on a flexible tray where they could just
11:01fall off and they this happen all the
11:03time You' be carrying them like this all
11:04a sudden they
11:06go that's just three kinds of stupid
11:09isn't it but they did right so then I
11:12had a grill here and I had to unhook the
11:15gr the the Buns unhook it spin around
11:18and put it on the dressing table so I'm
11:20spinning a lot right if you ever take
11:22any any physical classes they will tell
11:25you you don't want to spin a lot it's
11:28called repetitive motion
11:29problems and you get back problems you
11:31get all sorts of stuff you do not want
11:33to be spinning right but don't worry it
11:36was actually really easy to spin on the
11:38floor because the floor had a special
11:40covering to help you spin back and forth
11:42It's
11:43called Burger fat right because when
11:46you're cooking the grill little bit
11:48falls on the ground so now it's slippery
11:50so now you're on a slippery surface
11:52spinning backwards and
11:54forwards okay then you grab the tray
12:00spinning right and you had to lean over
12:03and put it up on the
12:05counter so you had to lean over to set
12:07it down on the counter but the thing is
12:10you had to lean over the
12:11grill so now you're leaning over a grill
12:15in fact sometimes you'd see people put
12:16their foot out like that to help as
12:19they're they're going like
12:21this people burn themselves and hurt
12:24themselves at that thing all the time
12:25people put their hands down ah and get
12:28burnt and it just B and of course when
12:29you do that then you go ah I mean it was
12:32it was dangerous it was really really
12:36dangerous yeah now I'm 16 years old did
12:40I have any say in the job design of that
12:43McDonald's no no and how and I'm doing
12:48so I'm 16 years old I'm doing the very
12:50best job I can I'm humiliated because
12:53they have a poor job
12:56design wow we got a problem here right
12:59Demi says because a lot of people say no
13:02no no it's Andy you're a loser you're
13:04just not McDonald's
13:08material
13:11okay I really have a problem with that
13:14but let's say it is let's let's say that
13:16that's true okay I am not McDonald's
13:19material I'm just I'm not I'm not smart
13:23enough to work at McDonald's I'm not
13:25coordinated enough to work at McDonald's
13:27I'm not I'm just I'm a loser okay first
13:30off who hired
13:32me management well we thought you'd be
13:35good but you didn't turn out so good
13:37well you thought that was your mistake
13:39number two what's another one well who
13:41trained
13:42me
13:46management so you got the problem here
13:48it it's Management's fault right so
13:52Deming says it wasn't my fault says I it
13:55was completely not my fault if it's not
13:58my fault should I be yelled at and
14:00cussed out and humiliated in front of my
14:03co-workers see it changes the whole way
14:05you think again right it's just no no
14:07you shouldn't be humiliated in front of
14:09your you that not at all what caused
14:13this the big Mack Attack to happen for
14:16job design and I'm doing the best job
14:18that I can
14:20do so instead of screaming at me and
14:24yelling at me and humiliating me what
14:28should my boss have
14:29done now think about it what should she
14:31have
14:33done well maybe she should tell you to
14:36slow down a little bit
14:39okay they didn't want us to slow down
14:41they told us to speed up didn't they and
14:43she'd looked pretty silly if she says oh
14:46now we need to slow down because then
14:47everybody's gonna slow down even more
14:49and then you got a big mess right what
14:52should she have
14:57said think about this what should she
15:00have said she said okay well uh you know
15:04let's try let's clean this up and let's
15:06find out what happened later on let's
15:08just get going because we got a lot of
15:09people think okay that's
15:11a that's still a Bad Thing whose fault
15:15was
15:16it Deming says who fault was it big deal
15:22big deal whose fault was it was it my
15:26fault I'll give you a hint she had to
15:29all beef P special sauc cheese pickles
15:31on a seed but running down the back of
15:33her neck it was her
15:36fault it was her fault that's what
15:39Deming says and people say no Andy I had
15:43employees and it's they're just loser
15:45employees well you hired them didn't
15:48you well I don't know you can't always I
15:52I think that's wrong so what should my
15:55boss have said to me instead my my boss
15:58going
15:59you ever notice when you point at
16:02somebody it's your fault your fault you
16:04have three fingers pointing back at
16:07you Deming
16:09noticed so what should my boss have said
16:14instead of screaming at me humiliating
16:17me what should my boss have said my boss
16:21if you want to take it to take it really
16:22up high my boss should have
16:25said way to hustle Andy I'm glad GL to
16:29see that you're working as hard as you
16:30can you know maybe we need to fix some
16:33job design or do some training so this
16:36doesn't happen again but at the same
16:39time I can tell that you were doing the
16:40best job that you can do and we need to
16:44make sure that this doesn't happen to
16:45you again but thank you so much for for
16:47giving it your all now think about this
16:49just step back for a
16:52second you just made a mistake you're
16:55you are Andy right now right you just
16:57made the mistake of the Big Mac attack
16:59you just slimed your boss right you know
17:03it is your fault and yet your boss says
17:06hey I appreciate you working hard let's
17:08do some redesign some training so this
17:10doesn't happen to you again not to me
17:14again to you again and hey I appreciate
17:17that you're working so hard did you just
17:19hear what happened she took blame for
17:23the mistake didn't you now how would you
17:26feel if you're working for a company
17:29me and your boss when you make a mistake
17:34your boss says it's my
17:36fault no it's my fault we did something
17:39wrong that it is not the employees fault
17:41how would you
17:44feel big brain wouldn't you right so we
17:47watch that video that video that the
17:50teacher had that one woman who rips off
17:53her scarf right away and says oh I know
17:55this is a bunch
17:57of the
17:59we all know what it's like to be
18:01discriminated against you don't have to
18:02be black or anything to mexic I think
18:04she says Black or Mexican to face
18:08discrimination she missed the point she
18:11the the teacher trained her the other
18:13way Future Shop they trained their
18:15employees to steal didn't they right
18:17that's not what they were trying to
18:19do right so Deming says it's the
18:23employees don't make mistakes they can't
18:26make mistakes it's impossible so I I
18:29hired this uh I used to be program chair
18:31for the business uh program and I hired
18:34this guy to teach Business Law
18:36class and was a lawyer he seemed like a
18:40really nice guy so I said here's the
18:43textbook here's some sample tests from
18:45before here's some course materials go
18:48teach the test go teach this class right
18:51using free reign
18:53management right then I said okay uh
18:58he's teaching the class and he comes to
18:59me about halfway through the corner he
19:00says Andy got something I need to talk
19:03to you about so I said what's up he says
19:06well I'm teaching this class I'm using
19:08the same tests I'm using the same book
19:11same course materials the same
19:14everything
19:16and everybody in my class is getting an
19:21a is that kind of weird what do you
19:23think about that is everybody's getting
19:25an a no a lot of people say well no some
19:29people have to get an F do they really
19:32let's turn it around
19:33again well if he comes up to me he says
19:37Andy got a problem all my students are
19:41failing I have 36 Belleview college
19:45students they are all failing business
19:48they're
19:49lazy they're stupid they're not curious
19:52I don't know if they can write they the
19:55papers I'm getting are all plagiarism it
19:58just the I'm good they are terrible
20:03right are are all the are all the
20:05students at belby College this low
20:07caliber now wait a second
20:10stop what's the possibility you could
20:12have a teacher who's a good teacher and
20:16teach a class and everybody
20:20fails well they could fail but everybody
20:23deserves to fail nobody's
20:26successful like zero
20:29it can't happen yeah now let's turn it
20:33around the other way back again comes up
20:35to me says Andy they're all getting
20:38A's is it possible he could be such a
20:41good teacher that everybody Lov going to
20:43his classes and they got so rocked out
20:46and he he was able to put on so much
20:48stuff that just made him go crazy and
20:51they go this is fun I like it is it is
20:54it possible yes it's possible the other
20:57one isn't possible
20:59yeah so uh I know somebody who took uh
21:02they were working on their master's
21:03program and they took a statistics class
21:06they had to take it as part of the
21:07master's program that's what you do when
21:08you get your NBA you have to take a
21:10class in stats and she did not like
21:14stats she was not a stats fan whatsoever
21:18and she's like on man I do not want to
21:21take this class right she ended up
21:24taking another statistics class just for
21:29with that same teacher why because that
21:32teacher instead of going Six Sigma
21:36limits you have to have
21:3999.9999 66% within the stuff he went was
21:43telling them about he got them all
21:44excited about Six Sigma limits so it's a
21:46possibility so uh when I was working at
21:48State Farm there were two supervisors I
21:50worked with we're going to hire somebody
21:53and after we went through all the
21:54interviews one of the bosses one of the
21:57supervisors said
21:59man I don't think we want any of these
22:01guys they're all losers right we we
22:04interviewed 12 people there's no nobody
22:06there I think we should interview some
22:08more people the other boss said really I
22:13want to hire them all I wish we could
22:14hire them all I thought they were all
22:16great who would you rather work
22:20for yeah there's there's just no doubt
22:24there's just no doubt on that is there
22:25is there so Dem Demi says it's my
22:29fault Deming forces management to say
22:32it's my fault no management doesn't like
22:34to do that do you like to admit your
22:37mistakes I didn't say will you admit
22:39your mistakes do you like to do do you
22:41like going man that was a good time when
22:44you caught me being wrong no no nobody
22:48enjoys it well not nobody maybe there
22:52might be a weird situation where it
22:53might be fun to admit your Mystic I
22:55don't know but at the same time no but
22:58it's it's not a thing this force is
23:00managed so if there's a mistake
23:01management has to say it is my fault
23:03when bellw College had that math test
23:07question that went National whose fault
23:10was
23:12it what was management maybe they didn't
23:15train the guy maybe he didn't know maybe
23:17they could have had him teamwork with
23:19somebody else who's a little bit more
23:20sensitive on those issues there's a
23:22thousand different things but instead
23:23they go this guy's evil he's a racist
23:26bigot terrible person
23:29and you know I don't know I don't know
23:31anything very much about him but I have
23:33problems with that I don't think that
23:35that woman in the video that the teacher
23:37changed her into a
23:40bigot she's the one actually started off
23:42saying that that was bad I don't think
23:44future people work at Future Shop say I
23:46want to go here and rip this company
23:49off I just don't right so this makes
23:53management say it's my fault how can I
23:56fix it what do I need to do it changes
23:58the whole whole way you think about so
24:01how would I drive home if my boss had
24:04said wait hust I'm glad to see that you
24:06worked out that you you're doing the
24:08best job you can let's do something so
24:11this doesn't happen to you again but you
24:13know what I appreciate you doing the
24:14best job that you
24:16can it would change your whole world
24:18when I drive home home going I hate
24:20McDonald's I hate McDonald's I hate
24:22McDonald's no so the next next day I
24:24show up to work everybody goes oh
24:27there's Andy Andy want to work on the
24:30Big B Grill again huh like shut up yeah
24:34yeah that's followed me but if they did
24:37if they if the boss has said hey it's my
24:39fault hey do you want work with and the
24:41boss says Hey wasn't his fault he was
24:43doing the hardest work he could I like
24:48that wow it just changes it just changes
24:52this whole whole idea so a lot of people
24:54really don't like this they say I can't
24:56stand this because I get
24:59employees well whose fault is it if you
25:01get a bad employee if you can't train if
25:04you can't pick the right person and you
25:06can't train the right person at
25:11McDonald's is that the person's
25:14fault no no no no pretty crazy stuff so
25:19Deming we're gonna study a lot about
25:20Deming because he's got some really
25:22revolutionary ideas that uh people still
25:27say that that they still say no it
25:30doesn't work that way and yet I'm going
25:32to show you it does and he's been super
25:36successful thanks a lot

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