“Shared leadership to achieve operational excellence in Nandos” Words count :12000 words Deadline : 10th November 2012

Table of Contents

Executive Summary: ...................................................................................................................................... 3
Nando’s History: ............................................................................................................................................ 4
Nando’s UK Operations: ................................................................................................................................ 5
Present Working Culture of Nando’s UK:...................................................................................................... 5
Literature Survey: Nando’s Human Resources & Leadership: ...................................................................... 6
Shared Leadership: ....................................................................................................................................... 6
Why Shared Leadership be adopted? ........................................................................................................... 7
Need for Shared Leadership at Nando’s: ...................................................................................................... 8
Research Methodology: ................................................................................................................................ 9
- Sample: ............................................................................................................................................. 9
- Procedure ........................................................................................................................................ 10
- Measurement of Team Leadership ................................................................................................. 10
o Vertical Team Leadership ............................................................................................................ 10
o Shared Team Leadership ............................................................................................................. 11
- Results ............................................................................................................................................. 11
o Measurement of Shared Team Leadership ................................................................................. 12
o What is the Relationship between Shared Team Leadership and Vertical Team Leadership? .. 13
o How is Shared Team Leadership Different than other Potential Overlapping Constructs? ....... 13
o What are the Antecedents of Shared Team Leadership ............................................................. 14
o What are the Consequences of Shared Team Leadership .......................................................... 15
o What Are the Consequences of Shared Team Leadership Over and above Vertical Team
Leadership and the Potential Overlapping Constructs ....................................................................... 17
Can Shared Leadership Be Adopted at Nando’s? ....................................................................................... 18
- Shared Team Leadership Measured: .............................................................................................. 19
- Relationship between shared team leadership and vertical team leadership: .............................. 19
- How shared team leadership is different than the other potential overlapping constructs .......... 20
- What are the consequences of shared team leadership: ............................................................... 20
- What are the consequences of shared team leadership over and above vertical leadership and
the potential overlapping constructs: ..................................................................................................... 20
Final Decision: ............................................................................................................................................. 20
The Ideal & Necessary Adaptation Environment: ....................................................................................... 22
- Internal Team Environment ............................................................................................................ 22
o Shared Purpose ........................................................................................................................... 22
o Social Support ............................................................................................................................. 22
o Voice............................................................................................................................................ 22
- External Team Environment ........................................................................................................... 23
Adaptation and Implementation Approach: ............................................................................................... 24
Expected Effects and its Measurement: ..................................................................................................... 26
- Team Effectiveness & Performance: ............................................................................................... 26
- Number and types of Leadership .................................................................................................... 27
Measuring the Effectiveness: ...................................................................................................................... 28
- Ratings of Team’s Collective Leadership Behavior: ........................................................................ 28
- Social Network Analysis .................................................................................................................. 29
- Behaviorally Anchored rating Scales (BARS): .................................................................................. 29
Conclusion: .................................................................................................................................................. 30
APPENDIX: ................................................................................................................................................... 31
Limitations: ............................................................................................................................................. 31
Reference Tables: .................................................................................................................................... 31
Means, Standard Deviations, and Inter-correlations Among the Final Study Variables .................... 31
Correlations between the Measures of Shared Team Leadership and the Potential Consequences .. 33
Summary of Results ............................................................................................................................ 34
Bibliography ................................................................................................................................................ 35

Executive Summary:

We in this report have looked very deeply into possibility of shard leadership adaption and
implementation in Nando’s operating scenario in UK. In line with same we take a structured
approach right from looking at offering and operating scenario of Nando’s, then moving on
identifying its needs and possibilities that could be addressed by the proposed adaptation. This
was followed by extensive research to reflect upon possibility of synchronization and success
rate between current scenario and possible offered scenario and then finally making the
recommendation in light of analysis of results of the research and survey that was carried out.
As we were looking for success and dependencies to make a judgment on this adaptation we
adopted the methodology of looking at these parameters as reflected form similar initiative in
similar domain. For this an extensive survey was conducted among employees and restaurant
that was near competitor for Nando’s and have more or less similar operating scenario. A
number of analysis by help of hypothesis was conducted and we are confronted with very
interesting results. We found out that there is little or no dependency among shared leadership
initiative and vertical leadership initiative.
We also found out given that vertical leadership initiative level remains the same then there is
visible and significant improvement with the adaptation of shared leadership initiative. Both of
these were major finding apart from a number of other smaller one. With this we are assure of
the safety cushion of adaptation for adaptation as well for positive impact that it can result in.
Hence in line with this information and as per Nando’s UK operations scenario that we are
informed of, it was recommended that Nando’s should embrace this initiative and adopt the
same.
Since there might be some concerns related to monetary and man hours commitment that this
initiative might require, it was recommended that a limited and selected units be made to adopt it
initial phase. It would be basis the success of this phase that further decision of adaptation or
scrapping the same would be made. However we did accept that there were certain limitation to
the analysis and recommendation made. The majority share was taken up by the non-direct
relation of data basis which the decision has been made, the remaining being discussed in details
in the limitations section.
Nando’s History:

Nando’s is a South African originated multinational casual dining restaurant chain and is
worldwide popular for its some unique chicken dishes that it serves. It originated from
Mozambiquan-Portuguese community and hence has a theme of Portuguese/Mozambiquan. It
was founded in 1987 in South Africa and at present have presence in thirty countries across 5
continents with the second largest presence in UK after the largest South African presence. It’s
widely popular for its chicken dishes with lemon and herb apart from hot Peri-Peri marinades
served alongside (Writer, 2012) .
It also have offerings of flavors in some countries like offering mango or lime or Mediterranean.
The restaurant has its origin in a small mining town of South Africa. It was here that many
Mozambicans of Portuguese origins relocated to Johannesburg in search for gold. The city
started booming and a number of alternative businesses started mushrooming and Chickenland
was one of such restaurants. In 1987 its present chain of owners Robert Brozin and Fernando
Duarte bought this restaurant and started operating from Rosettenville post naming the restaurant
as Nando’s (Writer, 2006). It incorporates influences from former Portuguese colonists from
Mozambique, many of whom settled on the eastern side of town post gaining independence in
1975.
In terms of their offerings, apart from the widely popular and trademark peri-peri chicken
Nando’s draws a good attention because of numerous sauces that is manufactures and makes
available not just in restaurants buts also in supermarkets. It is famous for one more thing in
South Africa i.e. for its humorous yet controversial adverts. Through it is being said as
phenomena in South Africa but we have ample examples with us which shall prove that this is
something that Nando’s have even carried to other countries as well. Nando’s have been popular
or Chicken, controversial adverts and now for a wonderful working environment as well.
We have numerous examples and references to make, that we shall make going ahead in this
report which shall highlight the achievement of Nando’s on this front. Numeorus high rnakings,
numerous award on this front have gone a long way in proving that Nando’s not only serves
mouthwatering and tempting Chicken but their workforce and working environment are
something that is tempting to know about as well. However having talked about all positive and
good things, we would need to reevaluate the present status of Nando’s and see of there is scope
and need for any improvement or not.
We in this report would be doing the same from shared leadership initiative perspective. We
would additionally be keeping this study, evaluations, analysis and recommendation from this
perspective for just its UK operations only (Writer, 2012). It is in light of the same that in the
coming section we would be looking at some details related to its UK operations and position.
This shall be followed by operating and leadership perspective analysis fo UK operation so that
possibility of shared leadership could be looked into and necessary approach be taken.
Nando’s UK Operations:

Nando’s tops the eating-out popularity stakes with people surveyed choosing to eat at one of its
sires than any other major restaurant or pubs in UK. This was basis the survey which was based
on mentioning choice given that all possible restaurants were at same location and in this
Nando’s scored 10.8% to capture the first position. It goes on to showcase the virtuous circle of
scale and preference that Nando’s has been experience and thank to survey its evident that its
first choice among under 35s age (Nicollos, 2012).
It goes on to showcase the brand strength and preference and also the mass market appeal it has
been able to generate for itself. It can really be called as strongest competitor in today’s scenario
in casual dining’s market. This is reflected in its score of 17.7% score among under 35s, 18.8%
among 18-24 age group and 15.6% among 24-35% proving its attractiveness among youth’s. It
has also been tagged as the most used brand as per research conducted.
Present Working Culture of Nando’s UK:

In 2010 Nando’s was rated by Sunday Times (UK) as the Top 25 companies to work for list,
thereby stamping the good working environment that company has been trying hard to make
available. This is a very positive side to working for Nando’s since this rating is devised basis the
feedbacks and rating provided by the very employees of it in a confidential manner (Writer,
2009). A strong reason for this achievement is their believe in the fact that making money and
being profitable should be a fun affair making it a positive organization to work for and at the
same time paying necessary attention to its serious ambition.
The fun is reflected from employee’s attitude which indicates that working at Nando’s is not just
about making chicken. It is their unique approach to life, their contagious passion for work and it
supplemented by brilliant Patrao’s Managers that ensure creation of this magic and experience.
Organization believe in constantly thinking up and coming up with new ways of collaborative
and productive work so as to keep everyone excited as well as inspired for work.
Literature Survey: Nando’s Human Resources & Leadership:

As we have mention above in 2010 it was rated as top 25 companies to work for in UK list. This
was followed by its evaluation and mention in best companies’ award in 2009 as well in terms of
career progression for employees showcasing positive vibes for potential employees. The Best
Companies Accreditation Awards measure the same by making use of data and information on
employee engagement in business. This was conducted with more than 3000 organizations
participating in same post rigorous selections.
It is the ability to inspire staff, encourage development, making available excellent customer
service and building a strong team which is looked at for rating and then decision making. There
is eight major factors that are looked at by Best companies as effective mechanism for employee
engagement and survey pays good attention to them. The eight factors being Leadership, My
Company, Personal growth, manager, team, Giving something back, Fair deal, Wellbeing. All
these eight points made it to evaluation process and rating part (Writer, 2012). Company adopted
this approach for what it calls Best Companies Index (BCI) and basis set cut off point companies
evaluated were rated one, two and three stars with each additional star indicating a better rating.
The performance and internal set up of Nando’s would be obvious from realization that in this
BCI metric it was the only company in large companies category which was rated with 3 stars. It
is Nando’s testament to its commitment and dedication to make available its customers excellent
food and great experience and all this is impossible unless the work force is motivated for same
and this motivation would not be possible if things are not on right track for them (Sawyer,
2010). In category specific evaluation even its three start rating was based on results which was
far higher than competitors.
The special achievement was on the fronts of leadership, managers and wellbeing. It was found
out that company scored 6% more than nearest competitor in “I feel a strong sense of family in
my team” category and 7% more than nearest competitor in “my manager motivates me to give
my best every day” category.
Shared Leadership:

It is the latest structure of leadership which has been gaining traction over the period of time and
is strongly based on the concept of leadership style and structure that is broadly distributed
which ensures that people within any team and organization will lead each other and not in any
particular stringent hierarchal structure (Crainer, 2000). It is in contract to other widely used and
popular forms of leaderships like horizontal leadership, distributed leadership, collective
leadership and the most traditional hierarchal leadership form.
All of these leadership forms believe in individual leadership rather than group based leadership.
This form of leadership is loosely connected with what is referred to as serial emergence. This is
so because it believes in multiple leaders for a team over its time period and the effective leader
being result of any team member’s efforts to influence the other member. It is the process of
influence that is built on more than the traditional downward influence on subordinates or
followers by appointed leaders.
This is reflected in their belief and practice of broadly sharing power and influence among a set
of individual rather than a single individual (Goldsmith, 2010). According to Yukl, shared
leadership if “Individual members of a team engaging in activities that influence the team and
other team members”. On the other hand according to Pearce and Sims shared leadership is
“leadership that emanates from members of teams, and not simple from the appointed leader”.
Why Shared Leadership be adopted?

It might seem to us that shared leadership is something that is relatively very new to domain but
truth is far distant from it. This is so because shared leadership as a concept has been there for
centuries and even we have positive examples to back its application but somehow its popularity
could not rise, majorly because of narrow minded approach to leadership and selfish intentions.
This is so because we have ample evidence to suggest that Republican Rome has this form of
leadership applied and it successfully ran for over 4 centuries. What is interesting is that it was
applied right from lower most strata to topmost layer of Roman majesty.
However this approach was not much practiced after that since conservative believed leadership
as something that is conceived around a single individual i.e. leader and hence in the hierarchical
form and not on group based leadership (Bass, 2008). However all of the followed looked
forward to almost the same thing from either of the form as applicable those being inspiration,
entices, commands, cajoles and controls followers. The present global operating scenario and
multiple potential people in workforce makes is evident that is should not be looking forward to
and operate under a designated leader but it would logic that shall dictate to whom one should
look forward to for guidance.
This is aptly captured in state by Gibb where he writes “leadership is probably best conceived as
a group quality, as a set of functions which must be carried out by the group”. Now again in the
present times this concept has gained importance, attentions and momentum because of
increased reliance on teamwork and associated efficiencies. It is teamwork on which Nando’s
also have pay more and more importance form a workplace perspective as it is the ever
increasing output of teamwork that is the most effective and productive way to improvement.
Hence it is beyond doubt that team effectiveness need to be investigated regularly and elements
that can improve it or are degrading it need to be identified out. This is beyond doubt that this
action is the most important thing that need to be done for team effectiveness and the evidence
lies in multiple verified instances where team leader’s problem have been the primary reasons of
failures for given team (Rentsch, 2012). This is more applicable for Nando’s because the
ambiguity and complexity of tasks that are involved in making a customer satisfied and come
back is immense.
These critical sets of actions are something that is nearly impossible for a single leader to deliver
successfully. This is so because it calls for skills and traits needed are widely different and hence
expertise in all of them is needed in an ideal situation (Bergman, 2011). Hence shared leadership
is ideal way to go ahead not only in situation where team effectiveness are needed but also in
situation of Nando’s as well.
Need for Shared Leadership at Nando’s:

In the present times of global expansion coupled with intra as well as inter industry restructuring,
there is an increasing need for Nando’s to have dynamic flexibility and broader knowledge base
and expertise. Since shared leadership have a significantly large component of best of leader’s
abilities, it can be looked at the most ideal situation for its adaptation and implementation by
Nando’s. It should not be surprise to realize that the leadership role in all Nando’s of UK is
something that has gone beyond an individual capability if the optimum level of needed expertise
is looked at.
The ideal situation in which company would like to be placed in future is that by giving
individual powers and opportunity to learn and lead in areas of their expertise, they would have a
scenario were successful, well rounded team would be in place ensuring a flattened
organizational structure than present hierarchal one’s. This is must needed but as we have
identified there is need for power, authority and decision-making in organization be more widely
and deeply dispersed allowing all associated individuals to show their prowess in their of their
expertise and hence be a part of organization’s growth story.
In line with this realization we would be doing a extensive survey to analyze the benefits being
offered by share leadership and the kind of co-relation it exhibits. It shall enable us to not only
look at the possibility it offers, it shall additionally allow us to reflect upon the sync that its
offerings might have with Nando;s scenario.
Research Methodology:

We would be adopting a survey-based methodology wherein we would be examining the
effectiveness and achievements of shared team leadership in a sample of casual food restaurant.
In this survey, we will have sample of response from those restaurants who are close competitors
of Nando’s and have embraced shared leadership and have benchmarking data to provide in
order to measure the success achieved through it.
We chose this sample and this methodology because we in the above section have already
identified potential for shared leadership initiative application and possible areas where the
related benefits can be applied. We will have specific measure in place that would be used for
assessment of shared team leadership and proposed correlates, antecedents and...