Subway Undercover: A Journey of Discovery
The CEO of Subway embarked on an undercover mission to understand the inner workings of the company and reconnect with its workforce. By posing as an unemployed counselor and working on the front line, the CEO discovered the unsung heroes of the organization and gained valuable insights into the business.
Meet the Team
Don Ferman, Subway’s chief development officer, has been with the company for 29 years, overseeing the development of new stores for the $14 billion sandwich empire. His journey with Subway began after a career change from being in a band, and despite never making a sandwich, he has played a crucial role in the company’s growth since its founding in 1965.
Going Undercover
The CEO, posing as “John Wilson,” worked at a Subway store in Orlando, Florida, to learn what it takes to make a great Subway sandwich. The goal was to reach 45,000 stores by 2015, and the CEO wanted to ensure everything was being done to achieve this goal. During the undercover experience, the CEO met with various employees, including Jessie, who explained the importance of working quickly to get sandwiches made during the rush.
Challenges and Triumphs
One of the challenges faced by the CEO was dealing with difficult customers, who pushed the employees to work efficiently and make sandwiches quickly. The CEO also observed the pressure of being timed while making a sandwich and the importance of multitasking in the kitchen. Despite these challenges, the CEO was impressed by the dedication and passion of the employees, including Cherry, who is 19 years old.
Innovative Initiatives
The CEO also discovered innovative initiatives, such as a Subway store located in a church, which was starting a delivery program to serve the community. The store was being run by a young man who was adopted by his foster mom and was now giving back to other foster kids. The CEO was impressed by his story and recognized the potential for Subway to make a positive impact in the community.
Recognition and Rewards
As a result of the undercover experience, the CEO recognized the hard work and dedication of several employees, including Sherry, who was offered $5,000 and a trip to California to give a workshop and participate in a customer service video. The CEO also offered to pay for the rest of an employee’s college education and sent them and their dad on a vacation as a gesture of recognition and reward.
Lessons Learned
The CEO’s undercover experience taught them the importance of appreciating the hard work of employees and the challenges they face. The experience made them want to help make the lives of employees better and to recognize the value of the people behind the counters. The CEO reflected on the gifts they had given, comparing them to a second chance they had received from a company after failing, and hoped that this experience would make them a better boss and employee.
Key Takeaways
- The importance of understanding the inner workings of the company and reconnecting with its workforce
- The value of recognizing and rewarding the hard work and dedication of employees
- The potential for innovative initiatives to make a positive impact in the community
- The importance of appreciating the challenges faced by employees and wanting to help make their lives better
Key Vocabulary
| Term | Definition | Example Usage |
|---|---|---|
| Undercover Mission | A secret investigation or observation, often by someone in a position of authority, to gather information or understand a situation. | The CEO went on an undercover mission to understand the inner workings of Subway. |
| Front Line | The most visible or customer-facing part of an organization, often where employees interact directly with customers. | The CEO worked on the front line at a Subway store to understand the customer experience. |
| Unsung Heroes | Individuals who make significant contributions or achievements, often without recognition or reward. | The CEO discovered the unsung heroes of Subway during the undercover mission. |
| Chief Development Officer | A senior executive responsible for overseeing the growth and development of an organization. | Don Ferman is Subway’s chief development officer, responsible for developing new stores. |
| Multitasking | The ability to perform multiple tasks or activities simultaneously. | The CEO observed the importance of multitasking in the kitchen during the undercover experience. |
| Innovative Initiatives | New or original ideas, projects, or programs that aim to improve or solve a problem. | The CEO discovered innovative initiatives, such as a Subway store with a delivery program, during the undercover mission. |
| Recognition and Rewards | The act of acknowledging and compensating employees for their hard work and achievements. | The CEO recognized and rewarded several employees, including Sherry, for their dedication and hard work. |
| Appreciation | The feeling or expression of gratitude or recognition for someone’s efforts or achievements. | The CEO gained a new appreciation for the hard work and challenges faced by Subway employees during the undercover experience. |
| Community Impact | The effect or influence an organization has on the community it serves. | The CEO recognized the potential for Subway to make a positive community impact through innovative initiatives. |
| Customer Service | The assistance or support provided to customers by an organization or its representatives. | Cherry, a Subway employee, was recognized for her natural talent for customer service. |
Watch The Video
Vocabulary Quiz
1. What does “unsung heroes” mean in the context of the Subway company?
A) Famous employees who are well-known for their work
B) Employees who work behind the scenes and are not often recognized for their contributions
C) High-ranking officials in the company
D) Employees who have been with the company for a short period of time
2. What was the goal of the CEO’s undercover mission in terms of the number of stores?
A) To reduce the number of stores to 20,000 by 2010
B) To maintain the current number of stores at 30,000
C) To reach 45,000 stores by 2015
D) To expand to 50,000 stores by 2020
3. What was one of the challenges faced by the CEO during the undercover experience?
A) Dealing with easy-going customers who were never in a hurry
B) Working in a quiet and peaceful environment with no pressure
C) Dealing with difficult customers who pushed employees to work efficiently and make sandwiches quickly
D) Having too much free time with nothing to do
4. What initiative was the Subway store located in a church starting?
A) A program to reduce food waste
B) A delivery program to serve the community
C) A program to increase the price of sandwiches
D) A program to reduce employee hours
5. What was one of the rewards given to an employee as a result of the CEO’s undercover experience?
A) A warning for not meeting sales targets
B) A pay cut due to poor performance
C) $5,000 and a trip to California to give a workshop and participate in a customer service video
D) A termination notice for not following company policies
Answer Key:
1. B
2. C
3. C
4. B
5. C
Grammar Focus
Grammar Focus: The Use of the Present Perfect Tense to Describe Experiences and Achievements
Grammar Quiz:
1. By the time the CEO finished the undercover mission, ____________________ with the company for over a year.
- a) he has been working
- b) he worked
- c) he was working
- d) he had worked
2. The CEO ____________________ the importance of recognizing and rewarding employees before the undercover experience.
- a) has understood
- b) understood
- c) had understood
- d) was understanding
3. By 2015, the company ____________________ 45,000 stores worldwide.
- a) has reached
- b) reached
- c) had reached
- d) was reaching
4. Don Ferman ____________________ with Subway for 29 years by the time the CEO went undercover.
- a) has been working
- b) was working
- c) worked
- d) had been working
5. The CEO ____________________ a second chance from a company after failing before becoming the CEO.
- a) has received
- b) received
- c) was receiving
- d) had received
Answer Key:
1. a) he has been working
2. c) had understood
3. c) had reached
4. d) had been working
5. d) had received