Management and leadership across cultures at Nandos

August 24, 2017 Management

Nando ‘s started in 1987 in Rossetthenville, South Africa when two friends, Robert Brozen and his friend, Fernando Duarte went into a eating house and ordered the offer that was on the bill of fare. The friends had the fire grilled poulet with peri peri and they enjoyed the repast so much that they decided to purchase the whole eating house, Chickenland and changed the trade name ‘s name to Nando ‘s.

Nando ‘s has moved to the UK five old ages subsequently and since become a universe re-known trade name name associated with fire grilled poulet. Nando ‘s first eating house in the UK was based at Ealing, from which they created a alone vision encapsulating many facets of the South Africa – Lusitanian experience which played an of import portion of the ethos of how they developed their eating houses. Robby wanted all eating houses to separately reflect the location and retain the character. He recruited prosecuting and animating people to pull off the concern, maintained quality of the merchandise by fire grilling the merchandise to be consumed by clients non far from where they seated, over clip, the trade name was born. Grant, R M ( 2002 )

From this clip onwards, a singular and alone major multi-million dollar concern functioning in many parts of the universe. Today, it employs around 7000 workers in the UK with approximately 228 eating houses and is turning at a rate of 15 to 20 more eating houses on twelvemonth by twelvemonth growing rate. On the international scene, it has developed a scheme by which it expands utilizing Franchising theoretical account that allows it to remain near to the nucleus concern. It maintains its nucleus values, civilization and location properties doing it remain focussed on the nature of the concern in its franchise relationships.

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Culture and leading

Harmonizing to ( Johnson and Scholes 2006 ) : Nando ‘s allows flexibleness for the civilization of the states they operate in to be incorporated. The company ‘s leading has achieved a great trade in the short clip that they have been about. The major accomplishment late was recorded when in March 2010, the company was awarded first topographic point in the Sunday times top 25 best companies to work for in the UK. The categorization is based on being able to use at least 5000 or more workers. White, C ( 2004 ) Grant, R M ( 2002 )

Nandos achieved a upper limit of three stars in the Best Companies Accreditation Award in 2009. Nando ‘s is the lone worldwide company to have three stars in the United Kingdom. The award measures eight important countries that include wellbeing, personal growing and leading. And in 2010 the company entered the Sunday Times Best Companies to work for and came out foremost, crushing other companies such as Goldman Sachs and Price Waterhouse Coopers. The company once more received the full three stars, demoing non merely quality but sustained committedness to the leading and direction development across

the organisation. Grant, R M ( 2002 )

Training and development

The National Training Awards ( NTAs ) have been running for one-fourth of a century, the awards recognise and celebrate Investors in Peoples commissioned administrations that have delivered outstanding organizational benefits by straight associating the preparation demands of their people to the concern demands of their administration. Nando ‘s, over the old ages have achieved awards for five of their in-house preparation strategies. These are: buddy systems ( ‘buddies ‘ are much experient staff who help develop new staff ) ; new eating houses opening preparation ; working in direction

squads ( squad edifice ) ; Nando ‘s initiations ; and training programmes. In add-on,

Nando ‘s was foremost recognized as an Investor in Peoples in 1998. They are now observing ten old ages

of acknowledgment. White, C ( 2004 )

So, what is behind the outstanding set of accomplishments? Harmonizing to Nando ‘s human resources manager Julia Claydon, ‘It ‘s non merely one thing ; it ‘s a whole mix of different things. ‘ At the bosom of the concern is a alone

civilization and a set of cardinal values and ways of making things. Pride, passion, bravery, unity,

and household are the five values that drive behaviors and determination devising in the company. ‘Fun,

friendly, and different, ‘ is the manner one employee described the feeling of working at Nando ‘s and

the sense of belonging that is found within the company or ‘family ‘ as it is described. ‘I wanted to

be portion of a success narrative and be with a household of like-minded people. ‘ They even use different

words, tone of voice, and linguistic communication in mundane life at Nando ‘s. The board of managers are referred

to as ‘the Full Monty ‘ , eating house directors are called ‘Patrao ‘ ( ‘head of the household ‘ in Portuguese ) ,

‘Nandoca ‘ is a server, ‘Grillers ‘ are the chefs, and the caput office in Putney is referred to as ‘Central

Support ‘ . All throughout the eating house inside, on the bill of fare, the walls, internal certification, company

web site, and marketing stuff, you will see the same merriment, funky, and different manner of linguistic communication. Barcelos is the Cockerel, was chosen as the symbol of Nando ‘s because Robert and Fernando like the adventurers of yesteryear believed in religion, justness and good fortune. They refer to CSR ( corporate societal duty ) at Nando ‘s as ‘Do the right thing. ‘ The spirit of Nando ‘s is alive in each of their eating houses through the hand-selected, diverse mix of planetary music normally South African, and alone characteristics to guarantee you enjoy the Nando ‘s experience. They have the largest aggregation of art by South African creative persons in the UK and the support and investing in this industry has changed many lives for the better in disadvantaged countries of South Africa. On the green energy forepart, a new Nando ‘s eating house which is located on the Junction 27 on the M62 in West Yorkshire is an eco-restaurant, where heat energy from the grills are recycled to warm up the H2O and heat up the central-heating system. Besides, the sauteing fat is recycled for fuel. This attack will be bit by bit introduced to all the Nando ‘s group of eating houses. The members of staff are encouraged to take part in community undertakings in their locations of their ain sites, and schools and colleges partnerships and the support of community betterments, every bit good as the contribution of staff clip and attempt is strongly supported and is besides seen as a staff development chance. Grant, R M ( 2002 )

Pride, passion bravery, unity, and household, the five concern values drive the mundane ethical

and honest behavior, and this piquant civilization consequences in an impressive degree of 45 per cent of

assignments that are filled through calling patterned advance within the concerns. The direction

ethos is to let every bit much leading duty and authorization for determination devising to be at the

local eating house degree as possible, one time the eating house has been approved and signed off personally

by Robert Enthoven himself. In kernel, the leading and direction manner is one that can be

associated with a ‘hands-on ‘ action-orientated, situational, and eventuality attack. There is a

reasonably tight model, as you would anticipate, to guarantee consistence around the merchandise and trade name,

that is centrally controlled by the support maps of procurance, selling, and distribution.

Yet about all else is down to the local leading of the Patrao ( manager/family leader ) . That is,

the recruitment/selection, resourcing, motive, preparation of staff, and the client service and

profitableness of the eating house. Training and facilitation in the Nando ‘s manner every bit good as developing

the concern profitableness and the personal growing of the Patraos themselves, and descrying hereafter

endowment, are promoted up to the following degree up of direction, the MDs ( pull offing managers ) . Even

below the conventional direction degree, all Nandocas are encouraged to dispute substandard

quality and service in line with the company values. White, C ( 2004 )

There is a widespread development procedure to back up calling waies at Nando ‘s. There are some specific

and proficient classs that member of staff must undergo, such as nutrient hygiene, licensed house, wellness and safety

ordinances, etc. Then besides many other Sessionss ; training, people direction, finance, and leading

development, etc. Staff can choose as many Sessionss as appropriate that have been identified in the

success direction procedure. In footings of velocity of calling patterned advance, it normally takes about

12 to 18 months to acquire to first adjunct place and a farther similar period to acquire to be

Patrao. As can be seen, Nando ‘s investing in preparation is given high precedence as this is considered a key

enabler for concern success. In fact, the preparation of staff members costs sum to about 75 per cent of the

human resources budget.

Nando ‘s human resource section is faced with bettering the preparation and development rating systems and looking for uninterrupted betterment methods that will truly mensurate worth and added value of this degree of preparation and development. Whilst there is a strong intuitive sense and informal grounds that this investing in preparation is linked to the success of the concern, Nando ‘s would ideally like stronger, more specific appraisals. Evans, N Campbell, D and Stonehouse, G ( 2003

Diverseness is besides a major factor which differentiates Nando ‘s from any other eating house groups. It has ever employed staff from a broad diverse civilization, irrespective of their degree of English. They are trained in ways that work best for that person and provided with development chances. These members of staff are given chances to develop within Nando ‘s and to be the best they can and there are legion narratives and illustrations

of employees from abroad who have fitted in good with the Nando ‘s household civilization and gone on to develop successful callings within Nando ‘s.

Recruitment and choice are carried out by each eating house ‘s trough itself and the squad members are besides to a great extent involved. Normally, a test displacement is set in order to see if a new recruit has the right accomplishments and capablenesss, if they have the right attitude, and if they get involved in the merriment and bringing of good service within the eating house. Engagement and a high degree of engagement by all staff are important to Nando ‘s. It is a regular happening for conferences and formal get-togethers, where staff are consulted and included in presenting new working patterns and procedures. But it ‘s non

all work ; they besides like to bask themselves, and one thing about the people at Nando ‘s: they have great one-year ‘Nandoscars ‘ , which are parties thrown by the company and awards are given to the best members of staff. White, C ( 2004 )

Leadership in the administration

In 1987 two major studies Handy et al. , and Constable and McCormick, acknowledged that the UK had the lowest figure of ‘qualified ‘ and degree-educated directors when paralleled to main rivals of the clip and that at that place seemed to be an association between productiveness or organisational success and educational accomplishment of directors and leaders ( Constable and McCormick, 1987 ) , the development of leaders and directors has grown in importance. Handy et Al. ( 1987 ) found that most directors had small higher instruction and when a director got a new managerial function they by and large learned about the new occupation through deriving experience at work. These studies led to the professionalisation of directors in the UK and to the realisation that leaders were non merely epic characters who appeared in an organisation ‘s hr of demand, but that there was a diverseness in leading and that persons could be assisted to develop leading and direction accomplishments. Debates about the connexions between leaders ‘ and directors ‘ similarities and differences are one of the cardinal subdivisions. White, C ( 2004 )

Variety plays a critical function in the eating house since the demand for developing and educating leaders and directors was recognized, an increasing scope of methods with different intercessions were developed, largely concentrating on within the company. Leadership and direction development has matured, frequently

in privacy, from the balance of forces and human resources director, and sometimes even as a separate map from employee preparation and development. Whilst there may hold been worthy grounds for such separation, nevertheless, it is of import that clear links are made within the major human resource direction and development areas-and that these, in bend, are able to lend to and be portion of concern strategic planning to procure an organisation ‘s future senior directors and leaders. The importance of horizontal and perpendicular integrating of concern scheme, organisational development,

and the direction and development of human resources has ne’er been more obvious as organisations, from all sectors struggle for endurance in an progressively hard national and international environment. Grant, R M ( 2002 )

The turning importance of continued betterment of those who are future leaders and directors can be acknowledged by reexamining alterations in the external environments in which organisations operate. Within the UK, there are major alterations and arguments about the nature of work and the working population, with increasing diverseness, altering chances, and increased external political, economic, environmental, and societal influences. Globally, alterations and influences are really easy to place through new developing economic systems and civilizations. Recent crises help to show that all states and economic systems are critically linked and that endurance of each is reliant on all. Directors and leaders hence have to larn how to work in such organisational and international environments, taking history of diversenesss within. For organisations, there are more chances due to greater employee mobility, but with technological development there are demands to pull off progressively distant and diverse employee groups through technological webs. Evans, N Campbell, D and Stonehouse, G ( 2003 )

Theories of motive

Many theories have been proposed by many writers on the topic of motive in administrations. Among some of the noteworthy subscribers to this argument was an industrialist named Frederick Winslow Taylor, who put frontward the construct that workers are motivated by wagess in wage. In his Theory of Scientific Management, he argued that workers do non needfully bask to work and hence necessitate to be controlled and closely supervised. In order to accomplish this, directors need to breakdown the production into a figure of little related undertakings and given preparation to better their accomplishments sets which should ensue in efficiency over a period of clip for the undertakings they are assigned to make.

The 2nd major observation was that workers should be paid harmonizing to the production degrees they attain over a given period of clip, this he called piece rate wage, which as a consequence would promote workers to bring forth more accomplishing the maximization of productiveness.

These methods subsequently were adopted by the concern universe as they saw the benefits that they offered through increased production degrees ensuing in lower unit cost of production. Henry Ford was the first to utilize the methods on a big graduated table when he introduced the production line to do ford autos. This was the beginning of the mass production systems as we now know them to be. Within Nando ‘s there is a resemblance of the Taylorism which is applied by the workers holding division of labor. There are those who merely welcome the dinners and those that serve them on the boulder clay. Yet still some guarantee that the fire grills are traveling on smoothly so that the backing is served on clip. There is a good instance for a classical production system within Nando ‘s eating house.


Taylor ‘s methodological analysis has close dealingss with the construct of an bossy direction manner, where directors decide on all the determinations and merely give orders to staff members that are below them, and Macgregor ‘s Theory X methodological analysis to workers in which workers are viewed as lazy and wish to avoid duty. Further down the line, the workers shortly came to dislike Taylor ‘s methodological analysis as they were merely given drilling, on challenging, insistent undertakings to transport out and were being treated little better than human machines. Businesss could besides afford to put off workers as productiveness degrees increased which in bend led to an addition in work stoppages and other signifiers of industrial action by dis-satisfied workers.

Elton Mayo understood that workers are non merely concerned with money but could be better encouraged by holding their societal demands met whilst at work ( a factor that Taylor ignored ) . He presented the Human Relation School of Thought, which concentrated on directors taking more of an involvement in the workers, handling them as people who have worthwhile sentiments and gaining that workers enjoy interacting together. Mayo carried out a series of experiments at the Hawthorne mill of the Western Electric Company in Chicago where He secluded two groups of adult females workers and studied the consequence on their productiveness degrees of changing factors such as lighting and working conditions. He anticipated to see production degrees decline as lighting or other conditions became increasingly worse but what he really discovered astonished him: whatever the alteration in illuming or working conditions, the productiveness degrees of the workers improved or remained the same. From this series of experiments Mayo came to the decision that workers are best motivated by three major factors: Improved communicating between directors and workers ( Hawthorne workers were consulted over the experiments and besides had the chance to give feedback ) White, C ( 2004 ) .Greater director engagement in employees working lives ( Hawthorne workers responded to the increased degree of attending they were having ) Working in groups or squads. ( Hawthorne workers did non antecedently regularly work in squads )

In pattern therefore concerns should re-organise production line in order to promote greater usage of squad work and present forces sections to promote greater director engagement in looking after employees ‘ involvements. His theory most closely fits in with a paternalistic manner of direction.

Abraham Maslow along with Frederick Herzberg introduced the Neo-Human Relations School in the 1950 ‘s ; the chief focal point of the school was the psychological demands of employees. Maslow ‘s theory states that there are five degrees of human demands in which are indispensable for employees to hold in order to be fulfilled at work. All of the demands are structured into a hierarchy ( see below ) and merely one time a lower degree of demand has been to the full met, would a worker be motivated by the chance of holding the following demand up in the hierarchy satisfied. For illustration a individual who is deceasing of hungriness will be motivated to accomplish a basic lower limit pay in order to purchase nutrient before worrying about holding the regard of others. Grant, R M ( 2002 )

A company should therefore offer different temptations to workers in order to assist them carry through each of the demands in bend and progress up the hierarchy ( see below ) . Directors should besides be cognizant that non all workers are motivated in the same manner and make non all move up the hierarchy at the same gait. They may hence hold to offer a somewhat different set of inducements from worker to worker.

Frederick Herzberg had a close relationship with Maslow and believed in a two-factor theory of motive. He argued that there were certain factors that a concern could present that would straight actuate employees to work harder, the incentives. He besides believed that there were besides factors that would de-motivate an employee if non present but would non in themselves really motivate employees to work harder, the Hygiene factors. Evans, N Campbell, D and Stonehouse, G ( 2003 )

Incentives are more concerned with the existent occupation itself, for illustration how challenging the work is and how much chance it gives for excess answerability, recognition and promotion. Hygiene factors are factors which ‘surround the occupation ‘ instead than the occupation itself. For illustration a worker will merely turn up to work if the company has provided a sensible sum of wage and safe working environment but these factors will non do him work harder at his occupation one time he is at that place. Importantly Herzberg viewed wage as a hygiene factor which is in direct contrast to Taylor who viewed wage and piece-rate in peculiar.

Herzberg understood that concerns should actuate employees by accepting a democratic attack to direction and by bettering the nature and content of the existent occupation through positive methods. Some of the methods directors could utilize to actuate employees are: Job expansion, in which workers are given a greater mixture of undertakings to execute ( these undertakings are non needfully more challenging ) which should do the work more stimulating. Job enrichment which involves workers being given a wider scope of more hard, exciting and ambitious undertakings environing a complete unit of work. This should give a greater sense of accomplishment. Authorization means assigning more determination doing power to employees to do their ain picks over countries of their on the job life.

Pull offing diverseness

Multiculturalism is a system of beliefs and behaviors that recognizes and respects the

presence of all diverse groups in an organisation or society, acknowledges and values

their socio-cultural differences, and encourages and enables their continued part

within an inclusive cultural context which empowers all within the organisation or

society. White, C ( 2004 )

There are the four braces of action phrases that give substance to the

Definition of multiculturism: “ beliefs and behaviors, ” “ recognizes and respects, ” “ acknowledges and values, ” “ encourages and enables, ” and a 5th one, “ empowers. ” Multiculturalism is a

“ system, ” a set of interconnected parts-in this instance, beliefs and behaviours-which make up

the whole of how worlds experience and view today ‘s universe. It includes what people believe about others, their basic paradigms, and how this impact, and are impacted by, behaviour. The results of this model of beliefs/behaviors are seven of import actions.

The first is recognition of the rich assortment in a given society or organisation. For the

longest clip racial/ethnic minorities, the physically handicapped, and adult females have non been

given the same recognition as others. The nonreversible attack to history and instruction has

been a testimony to that fact. Grant, R M ( 2002 )

With recognition should besides emanate regard. Respect and recognition are non the same, since be acquainted with the being of a group does non needfully bring forth regard for the group. In a slave economic system, for illustration, the presence of slaves was recognized but their humanity was non respected. For illustration, in the United States of America, the presence of

American Indians in the Western enlargement of the continent was invariably recognized by

Whites, but their environmentally witting civilizations were ne’er respected. The

part of adult females has normally been relegated to a footer position.

Multiculturalism besides entails acknowledging the cogency of the cultural looks and

parts of the assorted groups. This is non to connote that all cultural parts are

of equal value and societal worth, or that all should be tolerated. Some cultural patterns are

better than others for the overall improvement of society. Evans, N Campbell, D and Stonehouse, G ( 2003 ) These cultural looks and parts that differ from those of the dominant group in society are normally merely acknowledged when there is an economic market for them, such as music for African Americans, native Indian dances for touristry or culinary art from India. When the concern sector wants money, the advertisement industry pictures people of coloring material in a positive

visible radiation. But in most other instances the amusement media merely misrepresentate minority

stereotypes, such as adult females normally in supportive background functions. Multiculturalism means valuing what people have to offer, and non rejecting or minimizing it merely because it

differs from what the bulk, or those in power, respect as of import and of value.

Multiculturalism will besides promote and enable the part of the assorted groups to society or an organisation. Grant, R M ( 2002 ) Women and individuals of coloring material, for illustration, frequently experience dissuasion because what they bring to the “ table ” for treatment is frequently regarded as of small value or worth. Not everything can be utilized, nevertheless, nor is of the same worth

Many different administrations in society, such as colleges, churches, concerns, corporations, every bit good as communities have besides achieved diverseness good, but once more, for intents of segregation. Audre Lorde 2010 explains, “ we have no forms for associating across our

human differences as peers. ” Without such forms or theoretical accounts, the prevailing attitude

and behavior toward individuals of coloring material and others with biological, physical and sociocultural

differences, or those with runing out of different believing systems, has been

one of exclusion and control. Today, to make possible as organisations and society, that attitude has to switch to one of inclusion.

White, C ( 2004 ) states that pull offing diverseness is an non-stop procedure that unleashes the assorted accomplishments and abilities which a varied population bring to an organisation, community or society, so as to make a wholesome, inclusive environment, that is “ safe for differences, ” allows people to “ reject rejection, ” delectations in diverseness, and maximizes the full potency of all, in a cultural context where everyone net incomes. Multiculturalism, as the art of pull offing diverseness, is an inclusive procedure where no 1 is left out. Diversity, in its nucleus, so is a “ precaution against devotion ” the devising of one group as the norm for all groups. Therefore, one of the dangers that must be avoided in hold oning a proper apprehension of multiculturalism is bashism. Bashism is the inclination to verbally and/or physically attack another individual or group based entirely on the negative significance given to group membership-due to natural, cultural, political or socioeconomic differences ( such as sex, age, race/culture, political party, category, instruction, values, spiritual association environmental devastation ) , one of the principal jobs facing universe society today is the job of racial/ethnic ill will and cultural insensitivity-the new vino of racial/ethnic agitation in struggle with the old wineskins of intolerance.

Cultural diverseness

What is Cultural Diversity?

Cultural Diversity’A means a assortment of different civilizations or peoples with different lineages, faiths and traditions all life and blending together. Britain has profited from its huge cultural diverseness throughout its history and is presently one, if non the most culturally diverse states in the universe.


The diet we eat, the music we listen to, and the apparels we wear have all been influenced by different civilizations coming into Britain. Foreign nutrient, for illustration, is portion of an mean British diet, the most common illustration would be the Indian curry that has been served in Britain from 1773. Nando ‘s eating house recognises its beginnings as South Africa, with Lusitanian influence and therefore has a policy that encourages inclusion in the work force. Hence assignments at all degrees tend to reflect the nature of diverseness within the administration.


Nando ‘s is comparatively immature company has the right type of leading to drive it into the hereafter. Their policies are good inclined to be inclusive taking into history the nature of diverse societies where it operates in.

Harmonizing to Adalfer, workers are motivated to bring forth expeditiously and efficaciously if they are managed adequately through a good paysheet system. Adalfer called these as the Hygiene factors. This place is supported by Maslow who suggested that the basic demands tend to be fulfilled foremost after which higher demands are sought after until such a clip when the person attains self realization.


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