So next time you watch Undercover Boss think of it from a business perspective and recognize the business analysis activities that the boss undertakes during their undercover experience. They tell the executive team of the things they discovered and make recommendations on fixing those problems they discovered. One of the first things the boss does after their week undercover is meet with the executive team and inform them of their experience. We have seen bosses discover outdated hard-to-use software systems, software systems that don’t talk to each other doubling the employee’s work, employee conditions not up to par such as break rooms and health conditions, broken equipment or incorrect equipment to get the job done, supervisors not stepping up to fill in the gap when things get backed up, among other terrific discoveries. The goal of these bosses in taking on this undercover experience is to discover what really goes on in the front lines of their organization in other words, discover how the customer experience is being delivered and the pain points of their employees in delivering that customer experience. Sometimes they will make recommendations on making a process better right from this role as the new employee. They interact with employees, as a peer or subordinate, and learn the trials and tribulations of the job. The boss doesn’t walk through the front door of their undercover experience in their suit and tie they exchange the suit for working clothes, often jeans, and a disguise and walk in as a new employee or TV show contestant trying to win a job or money to start a business (that is how they explain the TV crew following the employee around) and work in the same entry-level jobs as the employees that they employ. If you take a business look at what goes on in each episode, you see business analysis happening throughout the experience. However, they always meet employees along the way that make the boss’ experience unique and demonstrate extraordinary pride in performing their job. It’s always fun to watch these top executives fail, and yes even sometimes get fired from, entry-level positions in their own organization. We have seen the COO of Roto-Rooter crawl under houses and clean out drains, the Mayor of Cincinnati, Ohio ride the truck to pick up trash, and the CEO of the Utah Jazz NBA Basketball Team become a member of the half time Dunk Team. Rick is married with three daughters and resides in the Cincinnati area.If you haven’t seen the hit TV show “Undercover Boss”, each episode has a CEO, or some C-level executive, step out of their executive roll and go undercover dawn a disguise and work in their company in front line customer-facing positions to learn what really goes on in their organization. The show is currently airing in international markets and has already aired in Norway, Sweden, New Zealand and Australia. Rick may be best recognized as the featured "boss" on an episode of CBS Television's Undercover Boss program, which aired in the United States and Canada on Apand again on July 25, 2010. And in 1983, he was named Vice President and General Manager of Chemlawn Commercial Services in Columbus, Ohio. In 1981, he was named General Manager of Technical Industries, Inc. Three years later he accepted a sales position at Thompson & Hamilton, Inc. His first job after college was a sales position with The William Powell Company of Cincinnati. He is a graduate of The Ohio State University where he earned a bachelor's degree in 1975. He oversees the operations side of Roto-Rooter's service business and spends much of his time at branch locations working with general and regional managers to ensure that Roto-Rooter is providing top quality plumbing and drain service. Three years later, in 1999, he was promoted to his current position of president and chief operating officer. In 1996, Arquilla was promoted to senior vice president of operations. In 1989, Arquilla joined Roto-Rooter Services Company as vice president of the company's Central Region, a position he held during one of the company's most dramatic periods of growth. He is based at Roto-Rooter's corporate headquarters in downtown Cincinnati, Ohio. Rick Arquilla is the president and chief operating officer of Roto-Rooter Services Company, North America's largest provider of plumbing repair and drain services. President and Chief Operating Officer of Roto-Rooter Services Company
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