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Bagel Hockey Case
- 1. Bagel Hockey Case ErnestBailey
- 2. Bagel Hockey Case– Familiarity Org Chart Laraby’s boss Mrs. Laraby Restaurant manager Ernie Slim Senior Student Supervisor Henry Delano Junior Student Supervisor Grill Employees Deli/Fountain Employees Cashier Employees
- 3. Bagel Hockey Case– Familiarity Timeline Mrs. Laraby – five years ago Ernie Slim – four years ago Unreported unrecognized, or unsee ymptoms Hockey game witnessed
- 4. Bagel Hockey Case– Familiarity Current Goals • Mrs. Laraby’s boss – Visit operation irregularly • Mrs. Laraby – Maintain uniform standards – Maintain decorum standards – Foster relaxed working atmosphere • Ernie Slim – Prep for take-out and banquet orders • Henry Delano – Chat with customers – Fill-in when necessary – Oversee others work • Grill employees – Cross-over to dish-steward • Fountain / deli employees – Cross-over to bus-steward • Cashiering employees – Ring-up customers – End-of-day tally
- 5. Bagel Hockey Case– Symptoms Weekend business is limited Business comes in spurts Students and others leave campus over weekend Building use limited to special workshops / group activities Senior supervisor works mostly in back room Junior supervisor covers during breaks / rush Employees are treating work environment as social experience Manager fosters environment that is relaxed and open Manpower under-utilized Cross-over efficiency limited (two-stations) Sponsorship of initiative lacking Staff are performing just what is demanded
- 6. Bagel Hockey Case– Symptoms Senior Supervisor experience is OJT + two-years college (completed?) Junior Supervisor experience is OJT + no prior experience Manager works weekdays Manager rarely visits operation on weekends Kitchen layout does not allow for observation Layout limits efficient process of food Café is busier during weekday vs weekend Employee wages are same for employees whether weekday or weekend Supervisors are treated as equals by employees Supervisors participate in non-work related activities while at work Food products are used in all game-play Value of food minimized by “no appreciable loss”
- 7. Bagel Hockey Case Symptom– Analysis Symptom Analysis Senior supervisor works mostly in back room Control structure limited by efficiency of supervisory staff on handJunior supervisor covers during breaks / rush Employees are treating work environment as social experience Norm created through standard facilitated by manager/managementManager fosters environment that is relaxed and linient Staff play games in backroom during lull in business Leadership lacking direction and/or policy adherenceStaff are performing just what is demanded
- 8. Bagel Hockey Case Symptom– Analysis Symptom Analysis Senior Supervisor experience is OJT + two-years college (completed?) Need additional information that supervisors have necessary leadership skills to manage staff when manager is off premises. Junior Supervisor experience is OJT + no prior experience Manager works weekdays Control structure limited by efficiency of supervisory staff on handManager rarely visits operation on weekends Kitchen layout does not allow for observation Labor-cost efficiency Layout limits efficient process of food Employees left working stations cannot alert those in back playing games Employees and Supervisors are not differentiating between social and work environmentEmployees are “deep” into play as customers are looking for service
- 9. Bagel Hockey Case Symptom– Analysis Symptom Analysis Business comes in spurts Building use limited to special workshops / group activities on weekendWeekend business is limited Supervisors are treated as equals by employees – same age group Supervisor’s level of maturity should be re-evaluated. Supervisors participate in “games” Food products are used in all game-play Sanitation policy not being adhered to. Value of food minimized by “no appreciable loss” No production in main kitchen on weekend Food-quality issue salads, desserts, and sandwiches are made during and are in “staling” process
- 10. Bagel Hockey Case Analysis- Diagnosis Analysis Diagnosis Organizational structure limited by efficiency of supervisory staff on hand Weekend leadership provides limited efficiency under current system; Supervisors and employees are not following policy, but are practicing norm instituted by management. Leadership lacking direction and/or policy adherence Norm created through standard facilitated by manager/management Employees and Supervisors are not differentiating between social and work environment Weekend Supervisors are not providing efficient levels of authority. Employee’s view of Supervisor’s not consistent with authoritative nature; both compounded by involvement in actions that are against current policy. Supervisor’s level of maturity should be re-evaluated
- 11. Bagel Hockey Case Analysis- Diagnosis Analysis Diagnosis Need additional information that supervisors have necessary leadership skills to manage staff when manager is off premises. Weekend Supervisors have shown to have ineffective leadership skills while Manager is offsite. Additional options must be considered. Food-quality standard adherence Through the use of both quality and time/temperature/sanitation/handling techniques organizational standards can be reached. Actions by staff requires additional steps be considered. Sanitation policy adherence Building use limited to special workshops / group activities on weekend By utilizing costing approaches an organization can reach adequate levels of cost-effectiveness through offerings. Lack of offerings, hours of operation, and necessity need evaluation. Labor-cost efficiency
- 12. Bagel Hockey Case SuggestedActions Diagnosis Action Weekend leadership provides limited efficiency under current system; Supervisors and employees are not following policy, but are practicing norm instituted by management. Meet with Managers and Supervisors to review gaps in policy. Weekend Supervisors are not providing efficient levels of authority. Employee’s view of Supervisor’s not consistent with authoritative nature; both compounded by involvement in actions that are against current policy. Require Manager in on weekend
- 13. Bagel Hockey Case SuggestedActions Diagnosis Action Weekend Supervisors have shown to have ineffective leadership skills while Manager is offsite. Additional options must be considered. Establish management training program Through the use of quality controls and standards efficiency can be reached. Actions by staff requires additional steps be considered. Create employee handbook which outlines policies in place. Review job descriptions. -------- Do nothing
- 14. Bagel Hockey Case SuggestedActions Diagnosis Action By utilizing costing approaches an organization can reach adequate levels of cost- effectiveness through offerings. Lack of offerings, hours of operation, and necessity need evaluation. Close during weekend unless required by contract, banquet, or special event ----- Consider outsourcing of services
- 15. Bagel Hockey Case SuggestedActions • Require Manager’s presence on weekend – Pro: Authority figurative figure to cover gap left by current Supervisors. – Con: Supervisor’s may revolt and leave additional coverage gap • Create employee handbook which outlines policies in place. Review job descriptions. – Pro: Allows effective follow-up and reviews based on documented notice of policy. – Con: Requires additional review of current policy to proceed
- 16. Bagel Hockey Case SuggestedActions • Establish management training program – Pros: Management efficiencies based on development – Cons: Requires adequate follow-up • Hire an additional supervisor – Pros: Provides opportunity to have authority / experience at desired level – Cons: Resentment by staff may cause additional issues • Consider outsourcing of services – Pro: College will receive compensation via contract. – Con: Negotiation period could take period of time • Do nothing – Pro: Allows more time for review. – Con: Carry-over of current situation possible.
- 17. Bagel Hockey Case Implementation •Immediate – Require Manager’s presence on weekend • For short-term to cover gap • 30 days – Create employee handbook which outlines policies in place. Review job descriptions. • Review policy and meet with all employees to explain. • 60 days – Complete evaluation for closing on weekend – If evaluation 90 day runs higher than 50% operational cost daily - close on weekend.
- 18. Bagel Hockey Case Follow-up •30 days – Implementation of Employee handbook completed • 60 days – Review roles of Supervisor’s and based action on outcome of review • 90 days – Finalize action of closing if 50% operational cost experienced daily.