Undercover Boss

CBS debuted its new program "Undercover Boss" after the Super Bowl a few weeks ago. I've had a chance to watch a few episodes and would like to make a few points.  But first, for those who aren't familiar with the program:  Each week the CEO or President or other top executive of a brand name company (Waste Management, Hooter's, 7 Eleven, White Castle) goes undercover as a new employee at a few locations.  He is given (so far it's been all men) low level jobs such as picking up trash, or cleaning dishes.  The Boss comes to realize a few things each week including:  how hard these jobs are, how his decisions impact the front lines and the many challenges some of these people face in terms of their health, family, etc. 

I think the concept of a business executive going undercover is a great idea and there is no better time than now.  Plus, the show humanizes CEOs who are often depicted as greedy heartless executives -some of them are, some are not and do great things for their company and communities.

Management

It shouldn't take a TV program for a boss to go out in the field and meet with his employees.  While going undercover is not the same as going out in the field he should at least do that.  The fact that many CEOs are so detached definitely raises some questions.  For those who haven't read the popular management book In Search of Excellence: Lessons from America's Best-Run Companies, one of the CEOs used to go visit the warehouses and plants at night, speak with the employees.  At one point he learned they wanted a shower so had one installed.  Meanwhile our former Car Czar, Steven Rattner wrote an article for Fortune about how the executives of GM were isolated in their ivory towers with their own private elevators.  

From a personal experience I remember when my the department I worked in (about 100 people) got a hot shot executive from the parent company to be SVP.  This executive, not even a CEO or COO or President never even met with the department.  But what was more surprising, she never even sent out an email.  People actually mentioned this to HR at which point she made some feeble attempts to be involved (but still no meetings nor emails).  She was eventually "promoted" back to headquarters.  As a contrast, at another firm a  new SVP set up small group breakfasts with all the members of the department over a the course of a few weeks.  Everyone understands that executives are busy, but if they don't focus on one of the most important, if not the most important asset they have, how successful will he or she be?

Production Values

The show is a pretty good program but there could be improvements.  First, they need to stop showing so much preview content at the beginning of the program, just air the program. If it's a good enough show, people will stick around and they'll appreciate that they haven't seen everything ahead of time.  Furthermore, as soon as they air the two minutes of clips, they immediately jump to a commercial.  Secondly, they need to dial down the cliches and the pumped up sentimentality.  There are a few times when they just go way overboard such as when a mentally challenged customer came outside to read a poem about her garbage person... Finally, it's too scripted, but that's not a total shock as it's reality TV.  Watching this program after the far better produced Amazing Race (16 seasons and still going) further highlights the differences even more.