1. What symptom (s) in this case suggest that something has gone wrong?

Based on the story line, the first symptom that we can observe is Cincinnati Super
Subs has experienced below average profitability over the past 18 months. This is
bad scenario for a company that has large number of outlets likes Cincinnati. This
also has affected monthly bonus paid to the restaurant manager and assistant
manager. Generally, the bonus paid to restaurant manager and assistant manager
of Cincinnati is mainly contribute by how much they can reduce the wastage
(unsold, damaged, or unaccounted for food and drinks) relative to sales. The
wastage come from various sources such as drop or spill food, cut up more toppings
than that are sold, prepare an order incorrectly or eat and give away food without
permission. It is clear that the manager know the reasons behind this but yet to
solve the problems. The team leaders are reluctant to disclose on the wrong
behaviors of their subordinate in order to avoid being snubbed or confronted by his
or her colleagues. In the same time, manager at the Cincinnati were discourage to
perform frontline works which make them dependent with the team leader reports
Besides that, there was a time where the Cincinnati managers who did not receive
their bonus reacted by implementing more stringent rule on the meal allowance.
This rule make a lot staff there excluded from receiving food allowance but
unfortunately this step does not give impact on the workers behaviors. They still
eating and give away food without permission. Even worse, 20 percent of
experienced workers left the company few months after that. This mean that the
new rules do not have positive impact to the company. It just create the bad
relations between employees and managers
At certain time after manager had to step down to perform daily operations, the
situation is better. The managed to get back their bonus. However, the situation
does not sustain longer. The wastage amount keep increasing again after they
withdrew from daily operations. The enforcement of more stringent rule also just
effective for few months before the figure goes up again. This indicate the
employees do not have the determination to change themselves.