Problem
We did over 300 orders yesterday said Connie, the Manager of Joe's Java. "we got bad reviews on the website. What Happened?' It was the average number of seconds it took to process an order at the drive-thru window. This was one of 150 locations and Connie had only been the Manager for one week. Every day the POS system calculates the average order processing time for drive-thru orders so the company can compare performance by location. Yesterday Connie's location averaged 3.5 minutes per order. The productivity standard for the organization was 2.5 minutes per order. The website that gathers the dining reviews allows customers to rank their experience at different restaurants in the area. The ratings coming in for Joe's Java were two thumbs down which meant customers felt the service was so bad, they would never come back. On her day off Connie was talking to Michael, a long-time employee, and supervisor. Michael said, "It's the employees we have". "Most of them are lazy and they don't care about their jobs. They don't work hard and when you the Manager are not here, they do even less. And Bianca the new girl didn't show up for work. We spend time training her for two days and she quit without even letting us know. So we are short-handed and that's why the drive-thru orders are taking so long." I'm the Supervisor but it is not my fault. That we can't find good staff at the pay we offer. If we had better staff, we could do better on service.' (answer these 3 questions)
A. This short case study has multiple issues going on that we have covered in this course, from CH 1 through Chapter 13. From What a supervisor is to recruitment and selection, training, performance management, coaching, discipline, conflict, leadership, and motivation. Discuss each one of those elements listed and how they contribute to the issues at the restaurant.
B. Do you think workers at Connie's Diner are motivated to work for Michael? Explain why or why not.
C. What are 4 specific steps Connie could take to improve the operation and achieve the productivity standards set by the organization?