Unit 222 Introduction To Organizational Behavior
MGCR 222
Introduction to Organizational Behaviour
Professor: James Fraser
Ss-Thivia Sinnarasa ID# 260615405
Submitted on: March 11, 2014
TABLE OF CONTENTS
Cover Page 1
Table of contents 2
Introduction and Background 3 - 4
Diagnosis of Problem & Statement 5
Analysis of Situation and Theories 6
Feasible Solutions 7
Choice and Recommendation 8
Conclusion 9
BACKGROUND OF CASE Barbies is a restaurant where customers come to have breakfast, lunch and dinner. This restaurant was run by three main people who are George, Jimmy and Sri. My friend Vanessa she use to work at the bar position at Barbies. However, I asked if they …show more content…
were hiring and she spoke to one of the boss named George if they are hiring for any positions at the restaurant.
He stated, “We Need people as a waitress position, would she be willing to work for this?” I received a call from Vanessa whether I would like to work as a waitress position at this well known restaurant that is filled with many customers who comes in to have a great satisfying meal. I was excited to tell her that I would accept the job. Vanessa than passed on the good news to the boss that I will happily take the position to help serve happy customers that come in for great food choices. The next day, I was called for an interview by George where he asked several questions based on my past experiences. I explained to him that I use to deal with customers at a call center name Coessential which demonstrates that I have great communication skills where I can provide assistance and resolve problems. In addition, I told him my asset is speaking basic French as well as fluently in English because being bilingual is an essential at a restaurant like Barbies since one can interact easily and comfortably when speaking with the waitress. In addition, being able to communicate and seeing a good service is the main, it would bring more customers into the restaurant which allows …show more content…
customers to feel welcoming. However, he asked me several questions regarding how I should treat customers. I stated that I should treat all customers in a polite matter with respect and serve customers well in every visit so they will continue to come back. In addition, I am willing to take the chance of learning new skills to adapt to the experiences of becoming a waitress. However, with the communication skills and problem-solving skills I can surely be able to satisfy customers in a diner setting. Whether it is call center or restaurant I am capable to express my skills to enhance customers to have an enjoyable visit by interacting and serving items on the menu. In a waitress position being able to provide a good pleasing experience for customers is important because when they leave the restaurant they should be filled in their stomachs as well as the satisfaction of coming back to Barbie’s. Few days passed, and I had a trainer for two weeks that who trained me, how to follow each tasks the in the right method. The following tasks I had to:
Escort customers to their tables due to how many customers on busy working days
Give the menu soon as they place sited
Note down food orders on a slip and bring to kitchen staff
Serve the food and practice how to hold few dishes on my hand
Check with customer to ensure they are pleased with their meals and take the time to solve any problems needed
Place sugar and salt and ketchup on my side of the tables that I am working at
Informing on the black board if there any discounts
Inputting customers paid in the computer system and give them their recite
After, the two weeks of training, George the manager was glad to see me follow every procedure the correct way.
As time progressed I was able to improve my skills each day which I finally completed my training. I started to work and get minimum wage and including tips however, it was based on how busy the restaurant is each day. The customers were pleased with their service hence same people continuously enter the restaurant in a daily basis which brought a good reputation for the restaurant itself. Occasionally the restaurant would get busy at some part of the day which would be great because I was able to meet new people and please them with great food. The partners that were in charge of this restaurant had a discussion about the productivity of the work which they finalized to come up with a decision to hire more people due to how busy and successful the restaurant is running. After five months have passed they have noticed some down falls toward the restaurant. Fewer customers came to the restaurant and the restaurant lost a lot of money due to me as an employee, also, customers have noticed a change ever since they hired a new worker name Ravi at the kitchen because one person that used to work there bought a bakery shop and left this restaurant and the street closing
down.
STATEMENT OF PROBLEM Ravi he didn’t have any experience in the cooking field and was completed new to this position because the restaurant needed someone they hired him right away. He use to do everything the wrong way. George the partner was trying to help him for couple weeks but didn’t know what to tell him he was still seeing no improvements in his work He use to always put the wrong chicken get it cooked and when the waitress comes to get it to give it to the customer they try eating and they complain saying, this not the right order I have asked for. Many times, Ravi didn’t know what to do while he was working the waitress was not polite to him because he was new and they told George why can you hire someone that has experience, but in that spot they needed someone. Another problem, I have faced being an employee in working as a waitress when one of the customer I noted down something in French on piece of paper to one of the customer that ordered asking me, “Viande de Fumée “, and I totally understood differently I thought he said something with a sandwich and customer wasn’t please to what happen that time because I served them the wrong order. I didn’t mean to put the wrong order but just because of one wrong order the customers all looked at me very bad in the sense they thought why I am I working here if I don’t understand the language properly, I knew French but not fluently. I didn’t know how to say every foodstuff that they were cooking in the kitchen. I seem to understand most of them but that day I misunderstood and made the customers feel strange about this restaurant. I really felt discourage about this they went to tell the manager that this girl has to learn French to serve people then I had no clue what to do and felt so down about myself I never had an issue like this till this appear to happen. Mostly, the customers was the pleased with the food that the new person that got hired. People started to say to other people not to go to this restaurant the service bad due to that we lost a lot of the great customers that use to come in the beginning they started to stop coming. The partners used several strategies to help get the business running up by and by giving free popcorn to the customers that were coming to eat but even that it did not make a difference as they kept seeing a big downfall to the restaurant. Thus, the customers started to think that this restaurant is not able to move up as it falling into the downfall where things are not going as the manager and the partners want it to be.
ANALYSIS OF SITUATION
FEASIBLE SOLUTION The feasible solution strategies I came up to change something for the partners that owned this restaurant is using path-Goal Theory underneath Environment key word is for Ravi to work as a group at the kitchen, Leader Behaviour have the Partner George seems to always Directive Ravi how not to make the same errors again and provide with Achievement-oriented, well, encourage him he is doing a great job and keep up the outstanding work. I have Used one characteristics of Individual for Leadership which is Provide a trainer with experience.
FEASIBLE SOLUTIONS
Introduction to Organizational Behaviour
Professor: James Fraser
Ss-Thivia Sinnarasa ID# 260615405
Submitted on: March 11, 2014
TABLE OF CONTENTS
Cover Page 1
Table of contents 2
Introduction and Background 3 - 4
Diagnosis of Problem & Statement 5
Analysis of Situation and Theories 6
Feasible Solutions 7
Choice and Recommendation 8
Conclusion 9
BACKGROUND OF CASE Barbies is a restaurant where customers come to have breakfast, lunch and dinner. This restaurant was run by three main people who are George, Jimmy and Sri. My friend Vanessa she use to work at the bar position at Barbies. However, I asked if they …show more content…
were hiring and she spoke to one of the boss named George if they are hiring for any positions at the restaurant.
He stated, “We Need people as a waitress position, would she be willing to work for this?” I received a call from Vanessa whether I would like to work as a waitress position at this well known restaurant that is filled with many customers who comes in to have a great satisfying meal. I was excited to tell her that I would accept the job. Vanessa than passed on the good news to the boss that I will happily take the position to help serve happy customers that come in for great food choices. The next day, I was called for an interview by George where he asked several questions based on my past experiences. I explained to him that I use to deal with customers at a call center name Coessential which demonstrates that I have great communication skills where I can provide assistance and resolve problems. In addition, I told him my asset is speaking basic French as well as fluently in English because being bilingual is an essential at a restaurant like Barbies since one can interact easily and comfortably when speaking with the waitress. In addition, being able to communicate and seeing a good service is the main, it would bring more customers into the restaurant which allows …show more content…
customers to feel welcoming. However, he asked me several questions regarding how I should treat customers. I stated that I should treat all customers in a polite matter with respect and serve customers well in every visit so they will continue to come back. In addition, I am willing to take the chance of learning new skills to adapt to the experiences of becoming a waitress. However, with the communication skills and problem-solving skills I can surely be able to satisfy customers in a diner setting. Whether it is call center or restaurant I am capable to express my skills to enhance customers to have an enjoyable visit by interacting and serving items on the menu. In a waitress position being able to provide a good pleasing experience for customers is important because when they leave the restaurant they should be filled in their stomachs as well as the satisfaction of coming back to Barbie’s. Few days passed, and I had a trainer for two weeks that who trained me, how to follow each tasks the in the right method. The following tasks I had to:
Escort customers to their tables due to how many customers on busy working days
Give the menu soon as they place sited
Note down food orders on a slip and bring to kitchen staff
Serve the food and practice how to hold few dishes on my hand
Check with customer to ensure they are pleased with their meals and take the time to solve any problems needed
Place sugar and salt and ketchup on my side of the tables that I am working at
Informing on the black board if there any discounts
Inputting customers paid in the computer system and give them their recite
After, the two weeks of training, George the manager was glad to see me follow every procedure the correct way.
As time progressed I was able to improve my skills each day which I finally completed my training. I started to work and get minimum wage and including tips however, it was based on how busy the restaurant is each day. The customers were pleased with their service hence same people continuously enter the restaurant in a daily basis which brought a good reputation for the restaurant itself. Occasionally the restaurant would get busy at some part of the day which would be great because I was able to meet new people and please them with great food. The partners that were in charge of this restaurant had a discussion about the productivity of the work which they finalized to come up with a decision to hire more people due to how busy and successful the restaurant is running. After five months have passed they have noticed some down falls toward the restaurant. Fewer customers came to the restaurant and the restaurant lost a lot of money due to me as an employee, also, customers have noticed a change ever since they hired a new worker name Ravi at the kitchen because one person that used to work there bought a bakery shop and left this restaurant and the street closing
down.
STATEMENT OF PROBLEM Ravi he didn’t have any experience in the cooking field and was completed new to this position because the restaurant needed someone they hired him right away. He use to do everything the wrong way. George the partner was trying to help him for couple weeks but didn’t know what to tell him he was still seeing no improvements in his work He use to always put the wrong chicken get it cooked and when the waitress comes to get it to give it to the customer they try eating and they complain saying, this not the right order I have asked for. Many times, Ravi didn’t know what to do while he was working the waitress was not polite to him because he was new and they told George why can you hire someone that has experience, but in that spot they needed someone. Another problem, I have faced being an employee in working as a waitress when one of the customer I noted down something in French on piece of paper to one of the customer that ordered asking me, “Viande de Fumée “, and I totally understood differently I thought he said something with a sandwich and customer wasn’t please to what happen that time because I served them the wrong order. I didn’t mean to put the wrong order but just because of one wrong order the customers all looked at me very bad in the sense they thought why I am I working here if I don’t understand the language properly, I knew French but not fluently. I didn’t know how to say every foodstuff that they were cooking in the kitchen. I seem to understand most of them but that day I misunderstood and made the customers feel strange about this restaurant. I really felt discourage about this they went to tell the manager that this girl has to learn French to serve people then I had no clue what to do and felt so down about myself I never had an issue like this till this appear to happen. Mostly, the customers was the pleased with the food that the new person that got hired. People started to say to other people not to go to this restaurant the service bad due to that we lost a lot of the great customers that use to come in the beginning they started to stop coming. The partners used several strategies to help get the business running up by and by giving free popcorn to the customers that were coming to eat but even that it did not make a difference as they kept seeing a big downfall to the restaurant. Thus, the customers started to think that this restaurant is not able to move up as it falling into the downfall where things are not going as the manager and the partners want it to be.
ANALYSIS OF SITUATION
FEASIBLE SOLUTION The feasible solution strategies I came up to change something for the partners that owned this restaurant is using path-Goal Theory underneath Environment key word is for Ravi to work as a group at the kitchen, Leader Behaviour have the Partner George seems to always Directive Ravi how not to make the same errors again and provide with Achievement-oriented, well, encourage him he is doing a great job and keep up the outstanding work. I have Used one characteristics of Individual for Leadership which is Provide a trainer with experience.
FEASIBLE SOLUTIONS