FIRST, Break all the Rules

What the Worlds Greatest Managers Do Differently

Case Study

February, 2016
 Abstract

Based on in-depth interviews with more than 80,000 managers at all levels (and in companies of all
sizes), the Gallup Organizations Buckingham and Coffman1explore what great managers do differently
from ordinary managers to coax world class performance out of their workers.

Great managers, write the authors, routinely break all the rules. They take the conventional wisdom
about human nature and managing people and turn it upside down.

In this study we would like to highlight the list of twelve characteristics that are defined by Gallup
Organization to assess whether any workplace is the kind of place that will attract and keep the best
employees, then conduct a survey to assess the strength of three organizations, a local one, the others from
the Fortune 5002.

1
http://www.gallup.com/home.aspx
2
http://fortune.com/fortune500/
 The Gallup Organizations twelve characteristics

The Gallup Organization has isolated the 12 characteristics of a strong workplace as that workplace
is seen through the eyes of the most successful and productive employees. If employees can answer each of
the following 12 questions affirmatively, you have a strong workplace, a workplace where the best want to
work and stay:

1. Do I know what is expected of me at work? [Gallup Q1].

2. Do I have the equipment and material I need to do my work right? [Gallup Q2].
3. At work, do I have the opportunity to do what I do best every day? [Gallup Q3].
4. In the last seven days, have I received recognition or praise for good work? [Gallup Q4].
5. Does my supervisor or someone at work seem to care about me as a person? [Gallup Q5].
6. Is there someone at work who encourages my development? [Gallup Q6].
7. At work, do my opinions seem to count? [Gallup Q7].
8. Does the mission/purpose of my company make me feel my work is important? [Gallup Q8].
9. Are my co-workers committed to doing quality work? [Gallup Q9].
10. Do I have a best friend at work? [Gallup Q10].
11. In the last six months, have I talked to someone about my progress? [Gallup Q11].
12. This last year, have I had opportunities at work to learn and grow? [Gallup Q12].

We have picked three organizations, a local one, and the others from the Fortune 500, conducted a
personal and online investigation into how these organizations adhere to the above twelve
characteristics.

We will cite some quotes referring to their references, followed by [+/ Gallup QNo.] to show how
these quotes support (+) or not support () one of the above characteristics.
 Juhayna3, Egypts Leading Dairy and Juice Producer

Juhayna Food Industries is a leading Egypt-based manufacturer specialized in the production, processing
and packaging of milk, yoghurt, juice and juice concentrate. During the past three decades Juhayna has
succeeded in winning the loyalty of consumers who have come to view our wide variety of quality products
as trusted household names. When Juhayna founder Mr. Safwan Thabet established the company in 1983,
he had a vision to introduce to the market a new business model for food production that relies on
innovation as its core. From day one Juhayna utilized the most up to date global technology to produce the
highest quality dairy and juice products and has continued ever since to reinvent itself in response to both
global trends and local market needs4.

Juhayna is a market leader as it has a diverse group of people operating within a shared value system and
a clear business vision. This shared purpose has been uniting remarkable talents to fulfill professional and
person al growth over history. Over history Juhayna has been successful in sustaining a culture of
development and pride among its employees where shared experiences coupled and dedication have been
the corner stone to the companys success and progress over years.

Juhayna becomes a market leader and a strong work place -a work place where the best want to work
and stay -through the strong commitment of its supervisors and managers to do the following5:

1. Telling each team member his clear job description and informing him about his detailed projects,
tasks and expectations, so he knows what is exactly expected of him at work. As job description
typically outlines the necessary skills, training and education needed by a potential employee. It will
spell out duties and responsibilities of the job. Once a job description is prepared, it can serve as a
basis in the evaluation of job performance. Using job descriptions is part of good management.
[+Gallup Q1].

2. Providing all the needed tools and resources and also the material and equipment needed to support
the employees to do the work right; for an example they give all the marketing team laptops as they
really need them in the budgeting process and in presenting new marketing and advertising ideas to
the top management. [+Gallup Q2]

3. Hiring people in the right jobs, where they can use and build on their strength and have the
opportunity to do what they do the best everyday .when there is job fit, satisfaction increases,
turnover is reduced and people are more productive, And the results of putting the wrong person in
a new position firsthand, The employee becomes frustrated or unhappy, or both. The work suffers,

3
http://www.juhayna.com/
4
http://juhayna.com/about
5
By Ahmed Salem, Brand Manager at Juhayna Food Industries: https://www.linkedin.com/in/ahmed-salem-7074ba45
 and if this person manages employees, they suffer too. [+Gallup Q3]

4. Caring about the employees as a person and by knowing the team on the personal level .some
organizations where managers dont even know the names of their subordinates. Organizations of
such kind always face problems like employee dissatisfaction, high attrition rate and frequent
conflicts among team members and eventually fail to do well in the long run. [+Gallup Q5]

5. Encouraging employees development providing opportunities for them to develop the knowledge,
skills, abilities, tools, resources, and opportunities to be successful in their job and career. Examples
include providing on-the-job training and coaching, giving them performance goals and feedback,
asking about and supporting their development goals. [+Gallup Q6]

6. Providing the opportunities for team members to provide their feedback; for an Example the old
Zabado packaging was old and bad but after the team members gave their feedback about the
packaging and that they see plastic packaging will be better than the carton ones we saw last year
rebranding for Zabado with its new plastic package. [+Gallup Q7]

7. Telling the team members how their role fits into the bigger picture as Juhaynas mission is to
produce healthy and high quality dairy products and juices that fit the whole family and provide
them with the required nutrition with delicious taste to live a healthy life style, this mission give a
sense of responsibility and make the team members feel that their jobs are important as it affects the
health and nutrition of families, kids and mothers. [+Gallup Q8]

8. Providing opportunities for the employees to make strong relationships at work so they make an
annual Iftar in Ramadan outside the company and sometimes meetings between each others outside
in a coffee shop or something to enhance friendship as work is a big part of the employees life.
[+Gallup Q10].

9. Understanding that employees need to be appreciated for them to perform consistently. Letting
them feel special. Problems arise when managers do not acknowledge the hard work of employees.
Sitting with the team members on a regular basis to know them, evaluate their work and provide
correct feedbacks. Guiding the team members and help them achieve their targets within the
stipulated time frame. Appreciating employees who perform extraordinarily. Reward them suitably.
Employees feel happy and proud to be a part of the organization when their performances are
noticed. [+Gallup Q11]

10. Providing opportunities for advancement as they give a proper orientation and training on all the
company aspects and by keeping the employees always updated with the company goals and
direction as well as proper room to get creative and give more responsibilities to gain more
experience with proper guiding. [+Gallup Q12]

However Juhayna dont give commitments to co-workers to do quality work and they dont give
recognition or praise for doing good work on weekly basis. [Gallup Q4], [Gallup Q9]
N.B this applies mainly to the loved ones in Juhayna from the top management and its not applied to every
single employee in the organization and thats maybe a major different between a local company and a
multinational one.
 PepsiCo6, a Fortune 500 Organization 7

PepsiCo is one of the world's leading food and beverage companies with over $66 billion in net
revenue in 2014 and a global portfolio of diverse and beloved brands8.

PepsiCo's products are sold in more than 200 countries and territories around the world. Meet the
global business units that make it all possible.

We have conducted a personal and online investigation to explore how it is one of the top ranked
Fortune 500, and how it adheres to the Gallup twelve Characteristics:

1. PepsiCo advances its mission and vision with honesty, fairness and integrity, through committing to
six guiding principles9 [+Gallup Q1] :
a. Care for our customers, our consumers and the world we live in.
b. Sell only products we can be proud of.
c. Speak with truth and candor.
d. Respect others and succeed together.
e. Balance short-term and long-term.
f. Win with diversity and inclusion.

2. Excellent company to work for when you have a chance to be successful with all the tools you
need. A company that has a strong foundation of values and has a purpose for doing business. An
ethical institution that is customer driven, Safety and Quality focus for the wellbeing of employees,
customers and employees10, a PepsiCo employee.
PepsiCo provide employees with tools and resources that help them achieve their health and
financial wellness goals through comprehensive benefits programs and flexible benefits 11
[+Gallup Q2]:
a. Cycle To Work
b. Childcare vouchers
c. Gym membership discounts
d. Buy & sell holidays
e. Income protection
f. Life assurance
g. Smart Car scheme.

6
http://www.pepsico.com/
7
http://fortune.com/fortune500/pepsi-44/
8
http://www.pepsico.com/company
9
http://www.pepsico.com/Purpose/Our-Mission-and-Values
10
http://www.careerbliss.com/pepsi/reviews/?page=1
11
http://www.pepsicojobs.com/en-gb/benefits-of-working-at-pepsico
 3. Every day, in more than 200 countries and territories, PepsiCo associates are fueled by their
extraordinary passion to serve our consumers, retail partners, communities and shareholders. And in
everything they do, our associates demonstrate a profound sense of care and concern for one
another, uniting as teams to deliver Performance with Purpose12Indra K. Nooyi PepsiCo Chairman and
CEO.
Every day I come to work I feel valued and like I am empowered to make a difference Meagan
White, Presell Customer Representative. [+Gallup Q3]

4. There are many internal programs for recognition; PepsiCo has an existing sales incentive program,
Ring of Honor. Of PepsiCos 198,000 employees, only 350 receive the Ring of Honor award,
which includes a trip to New York City, a destination nearby PepsiCos Purchase, N.Y.
headquarters. AS well, the beverage and snack giant announced, last week, that it has created the
Chairmans Circle of Champions to reward the companys top operations associates around the
world. The new award program focuses on backend employees for their strong performance in areas
such as safety, job performance, service and even people skills.13 [+Gallup Q4]

5. PepsiCo is an ethical institution that is customer driven, Safety and Quality focus for the wellbeing
of employees, customers and employees. 14

I've been employed with PepsiCo since 2003. It's a very competitive business. They do believe in
supporting their employees and they also do have decent medical, vision, and dental benefits. 15

PepsiCo believes in work life balance.16 [+Gallup Q5]

6. It's just a matter of deciding which business area is right for you. Then, once you're up and running,
we'll help you to grow your career with us and enjoy all the rewards that come with our success.
We'll then explore your longer-term career goals so we can identify any areas you need to develop in
order to fulfil your potential. It's about creating a career plan that works hard for you and helps you
to progress at pace. As an example, your plan may well include developing specific functional
expertise, an international assignment, or a cross-functional move.17 [+Gallup Q6]

7. You won't be limited by a job title or set responsibilities. Every role is hands-on and you'll enjoy the
freedom to come up with great ideas and then put them into practice.
New markets mean new ways of doing business, and new ways of addressing health concerns,
cultural differences and environmental challenges. Every day is an adventure, and an opportunity for
personal and professional growth. You'll find that nothing's sacred and you're encouraged to back
your intuition. We didn't get where we are today by being afraid of taking the occasional risk. We'll
trust your judgement.18 [+Gallup Q7]

12
https://www.pepsico.com/docs/album/celebrating-achievement/pep_bkl14_employee_recognition.pdf
13
http://www.adweek.com/news/advertising-branding/pepsico-recognizes-its-champions-106585
14
http://www.careerbliss.com/pepsi/reviews/anonymous-employee/?page=1
15
http://www.careerbliss.com/pepsi/reviews/
16
https://www.glassdoor.com/Reviews/PepsiCo-Reviews-E522.htm
17
http://www.pepsico.co.uk/careers/why-work-at-pepsico-uk/training-and-development
18
http://www.pepsico.co.uk/careers/why-work-at-pepsico-uk/culture
 8. A number of characteristics stand out when it comes to describing PepsiCo's culture, Butler says,
including the enthusiasm that many coworkers bring to the job. They are so passionate about
their brands and their consumers, she says. That is really infectious and something that is very
motivating for me. 19 [+Gallup Q8]

9. In PepsiCo, Winners are selected on the basis of exceptional performance in the areas of employee
welfare, product quality, customer service, sustainability, cost effectiveness and safety. Like the
Chairmans Ring of Honor recipients, winners and their guests travel to New York for a three-day
celebration that concludes with a gala in their honor.20 [+Gallup Q9]

10. Conviviality between people matters more than anything, most of all in times of crisis the
enterprise is a social link space states Delphine Dupuis. Conviviality starts in real life with people
who talk to each other, discover each other.21 [+Gallup Q10]

11. While sometimes there are no further promotions of employees even at small levels , but what is
good about the company is that it gives our associates the chance to grow professionally through
regular training and career development tools to help them achieve their performance objectives and
help make our company a success. 22 [+Gallup Q11]

12. Hamilton, a West Point graduate and Army pilot who saw two tours in Iraq, says he enjoys his job
because it allows him to use analytical and other skills honed during his military career.But at
PepsiCo there's more variety, says Hamilton, who's married and has an infant daughter. Every day,
it's a new role. Further, Hamilton says that he's learning a lot about the business world, equating
the knowledge he's gained as equivalent to a miniature MBA .Especially for me, leaving the
military, not knowing a tremendous amount about business. I think PepsiCo has done a great job
with training he says. [+Gallup Q12]

19
http://jobs.aol.com/articles/2011/06/30/what-its-like-to-work-at-pepsi/
20
https://www.pepsico.com/docs/album/celebrating-achievement/pep_bkl14_employee_recognition.pdf
21
http://www.duperrin.com/english/2012/04/05/performance-and-well-being-go-together-well-at-pepsico-and-without
technology/
22
http://www.pepsico.com/Purpose/Talent-Sustainability/Professional-Development
 Amazon23, a Fortune 500 Organization 24

Amazon is an American electronic commerce and cloud computing company with headquarters in
Seattle, Washington. It is the largest Internet-based retailer in the United States, Amazon.com started as an
online bookstore, later diversifying to sell DVDs, Blue-rays, CDs, video downloads/streaming, MP3
downloads/streaming, audiobook downloads/streaming, software, video games, electronics, apparel,
furniture, food, toys and jewelry.25

The company also produces consumer electronicsnotably, Amazon Kindle e-book readers, Fire
tablets, Fire TV and Fire Phoneand is the world's largest provider of cloud infrastructure services.
Amazon also sells certain low-end products like USB cables under its in-house brand AmazonBasics.

Amazon has separate retail websites for United States, United Kingdom and Ireland, France,
Canada, Germany, Italy, Spain, Netherlands, Australia, Brazil, Japan, China, India and Mexico. Amazon also
offers international shipping to certain other countries for some of its products.

In 2015, Amazon surpassed Walmart as the most valuable retailer in the United States by market
capitalization.

We have conducted an online investigation to explore how it is one of the top ranked Fortune 500,
and how it adheres to the Gallup twelve Characteristics:

1. Amazon main mission is to sell almost everything online. This can be done on four basic tasks:
unpacking and inspecting incoming goods; placing goods in storage and recording their location;
picking goods from their computer recorded locations to make up an individual shipment; and
shipping.26[+Gallup Q1]

2. Employees are able to sell and deliver all over the world through the Amazon fulfilment centers are
located often near airports.27[+Gallup Q2]

3. Every day employees are picturing and advertising for goods or following on the four basic tasks
and this can be done from home which is a good opportunity for them. [+Gallup Q3]

4. Employees receive recognition in their customer comments when they deliver goods on time and
the items are working and in perfect condition. [+Gallup Q4]

23
http://www.amazon.com/
24
http://fortune.com/fortune500/amazon-com-29/
25
http://allcustomercarenumbers.net/PhoneNumbers/Amazon-Warehouse-Carlisle-Pa-Phone-Number-Customer-Service-
Contact-026955
26
http://allcustomercarenumbers.net/PhoneNumbers/Amazon-Warehouse-Carlisle-Pa-Phone-Number-Customer-Service-
Contact-026955
27
http://www.amazonfulfillmentcareers.com/amazon-fulfillment/locations/
 5. Supervisors are helping employees on how to provide the best scenes with direct and simple
quotations about the product. [+Gallup Q5]

6. Every week employees receive encourages when their customers use their sold items and provide
them with feedback. [+Gallup Q6]

7. Each time employees sell any item and deliver it on time they receive a positive feedback that is
accumulated to build a trust zone between them and clients. [+Gallup Q7]

8. Amazon is providing so many items with the least prices and this is due to almost no overhead
prices added to the items thats why we are one of the best-selling online stores all over the world.
[+Gallup Q8]

9. Each employee has his own job and he is responsible about it and all of us combined together to
achieve this huge success.

For me in each life phase, I received support and understanding from co-workers and managers
who gave me the flexibility I needed to balance the professional and the personal 28Maria Renz, VP
& Technical Advisor to the CEO, Amazon [+Gallup Q9]

10. Supervisors used to gather with direct reporters once per month to discuss about their progress and
troubleshoot any obstacles they faced during this particular month. [+Gallup Q11]

11. Employees start by learning what they supposed to do , how to work , how to represent their work
and how to enhance the trust zone then they lately start to grow by providing more goods and
applying discount on the products. After they get promoted from product manager to group
manager to director, they took new positions in the retail organization, where the launch new
categories like Health & Personal Care, Beauty and Grocery, etc.. [+Gallup Q11]

28
http://recode.net/2015/09/25/why-i-work-for-amazon-a-response/