Multi‐unit management key success factors in the casual dining restaurant industry : A case study

Purpose – The purpose of this paper is to determine the job characteristics or key success factors of current multi‐unit managers (MUMs) in a large casual dining restaurant organization. Design/methodology/approach – The paper is a case study methodology which was used to survey a group of 71 MUMs in one organization regarding characteristics of their job. There were a total of 53 respondents for a 74.65 percent response rate. Factor analysis was used to determine whether any of the 24 characteristics could be condensed into “factors”. Findings – The paper finds that the eight factors that emerged as key success factors were: single unit operations, standard operating procedures, multi‐unit strategic planning, interpersonal and social responsibilities, travel and visiting units, human relations, effective leadership, and unit level finances, which explained 75 percent of the variance among the individual items. Research limitations/implications – The paper shows that the current study is limited in its generalizeability as the case study methodology is used. The current study does give researchers a start on categorizing key success factors of MUMs in the twenty‐first century. Practical implications – The paper can help practitioners to develop training programs for MUMs, as well as to help them recruit people for their MUM ranks that exhibit the skills and knowledge needed to perform the key factors that emerged from the study. Originality/value – The paper takes the topic of multi‐unit management and develops a model for the key success factors needed for successful operation at that level in an organization. This paper is important for researchers in order to help develop research questions for the future. It is valuable for top management in organizations in order to help them to create development programs and to focus recruitment efforts. MUM is underrepresented in the restaurant industry by females and younger people and this study can help to develop people in these groups.