CASE STUDY-I

BRINGING PASSION TO PLANET COFFEE CAFÉ

Two protagonists in the case are Kapil and Satish. Case is analysed from the
perspective of Kapil Malhotra who was appointed as the Vice-president for the
group of Planet Coffee Café (PCC) and according to him, also employees
disengagement was there. According to Satish, there was problem in handling
of organisation which resulted in loss making.There was discontent in other
employees and customers. He was of the point that respect for employees will
translate into better customer service and will lead to profits. It was seen that
employee were not engaged in customer satisfaction even though they were
rewarded with incentives and also they were not regular on their duties in PCC.
To engage employees in the company’s vision, Kapil implemented various
strategies like sending weekly e-mails featuring core employees, quarterly 360
degree performance appraisal, organizing training programmes, job rotation and
rewarding the employees by organizing employee recognition programmes.
These steps taken by him proved to be beneficial for the company as it reduced
absenteeism, increased motivation, improved productivity and profitability, high
employee engagement. It also gave PCC a widespread recognition by opening
more outlets across the country. Motivational pattern of an individual can also
be done to bring a change and to increase his/her engagement in work as he/she
would have some stronger needs than other employees. Also, Kapil can bring
more challenging work to those employees who are core employees to the
company which will increase the motivation of an employee. Employees should
not only be paid incentives in the form of bonus. They should be given some
travel packages for their families. Participative decision making will give a
sense of belongingness to employees towards the company. Some events should
be organised timely so that they should not feel over burden. After analysing all
the facts it can be concluded that employee engagement is must to have profits
in company. Rewarding not only contributes to employee motivation.

SAKSHI JAIN
SECTION-A
DATE: 19/12/2018