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  "documentTitle": "Darden Restaurants, Inc. (DRI)",
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  "authorName": "Jeffrey C. Smith",
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  "notes": "Uses a quote from Joe Lee to highlight the contradiction between historical values and current corporate policy.",
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      "text": "The current operating model appears to prioritize corporate mandates that show little regard for the day-to-day realities of running a restaurant. This is a problem when your business lives and dies on customer service",
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      "text": "Corporate imposes a strict quota on weekly labor hours, leaving GMs little discretion to add labor that will lead directly to profitable sales and guest satisfaction.",
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      "text": "Further, even the best servers have a limited number of tables they are \"allowed\" to cover.",
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      "text": "Imagine an Olive Garden on Monday afternoon (traffic is slow) and there are 3 servers currently working. Each one of these servers is only \"allowed\" to cover 3 tables.",
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      "text": "Once GMs reach the weekly labor hour cap allotted, GMs are incentivized to understaff rather than properly staff the restaurant - this leads to restaurants that are not prepared to handle their respective guest traffic.",
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      "text": "This contradicts the guest and employee-focused culture Bill Darden and Joe Lee wanted to instill.",
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      "text": "Now imagine an Olive Garden \"regular\" requesting his or her favorite server who always works Mondays. If that server already has 3 tables, the guest must wait in the lobby until one of those tables is free - despite 50+ open tables in the restaurant.",
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      "text": "For example, Olive Garden restaurants are often busy on Friday or Saturday nights, sometimes with false waits of up to 90 minutes, but if a store is already at its labor hour cap, Darden's corporate policies encourage GMs to turn away hungry customers rather than staff additional servers during peak hours.",
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      "text": "\"The goal is to be fully staffed in every restaurant with every position, with talented, skilled and experienced employees.\" - Joe Lee, November 9, 2005",
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      "text": "\"The goal is to be fully staffed in every restaurant with every position, with talented, skilled and experienced employees.\" — Joe Lee, November 9, 2005",
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      "text": "(1) A false wait is where the restaurant makes the guest wait even when the restaurant is not at full capacity.",
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