HPT20103

HUMAN RESOURCES MANAGEMENT

FEBRUARY 19/20

CASE STUDY
TACO BELL

NAME ELFIYANA BINTI IRWAN

ID H18A0688

LECTURE’S NAME DR. MARLISA BINTI ABDUL RAHIM

DUE DATE: 7 JULY 2020

 TABLE OF CONTENT

NO CONTENT PAGES

1 INTRODUCTION 1

2 COMPANY BACKGROUND 1

3 THE ISSUE 2-3

4 RECOMMENDATION OR SUGGESTION FOR 4

IMPROVEMENT

5 CONCLUSION 5

6 REFERENCE 5
INTRODUCTION

This case study, I will do some research about Taco Bell Restaurant. Taco Bell and
350 franchise organizations operate over 7000 restaurants that serve more than 40 million
customers each week in the U.S. Internationally, the brand is growing with nearly 500
restaurants across almost 30 countries across the globe. The main purpose of this case study
is to study the problem or issue that occur in Taco Bell and give some suggestions or
recommendations for Taco Bell improvement.

COMPANY BACKGROUND

Taco Bell is an American chain of fast food restaurants based in Irvine, California and
a subsidiary of Yum!Brands. The restaurants serve a variety of Mexican and Tex Mex foods
that include tacos, burritos, quesadillas and nachos. A bit about its history, Taco Bell was
founded by Gilen Bell, who opened the first Taco Bell in 1962 in Downey, California, eight
years after going into the fast food business.

In 1964, the first franchisee opened, in Torrance, CA. In 1967, the 100 th restaurants
opened at 400 South Brookhurst in Anaheim. The first location cast of the Mississippi River
opened in Springfield, Ohio in 1968. Original Taco Bell’s featured walk-up windows only,
with no indoor seating or drive-thru service. In 1970. Taco Bell went public with 325
restaurants.

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THE ISSUE

I had found the article relate to Taco Bell issue that occur on 5 January 2019 where
Taco Bell employee fired after video shows him refusing to serve a deaf man who trying to
use his cell phone to place an order in the drive-thru. In a video of the encounter at a Taco
Bell in Kettering on New Year’s Eve, 25 years old Brandon Washburn is seen trying to get
the worker’s attention by holding his phone up to the closed window. When one worker
finally opened the window, he’s heard in the video telling the man, “It’s against company
policy. I can’t do it.”

Washburn’s mother, Becky Rosemont Burch who post the video said that her son
always uses his phone to write his order when he’s in the drive-thru and never had a problem.
Burch said the worker seen in the video was trying to tell Washburn that it was against
company policy to take the order through the drive-thru and wanted her son to come inside.
There are several people that can see in the video but no one tried to help.

The Taco Bell employee is seen shaking his head at Washburn before closing the
window and walk away. While Washburn still trying to get the employee’s attention. When
the Taco Bell employee returned and saw Washburn still at the window, he is heard
threatening to call 911. The employee also said to Washburn’s girlfriend that she is not
allowed to record him. Burch said in her Facebook post that the employee discriminated
against her son because he is deaf. The video was trending and has been shared on Facebook
more than 12,000 times with many comments calling out the employee.

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 Taco Bell said in a statement that the employee no longer works for their organization
means he is fired. And all other employee at the Kettering location would be ‘retrained’ on
their policies. Taco Bell has a fundamental policy to respect all of their customers and
employees, and they are committed to maintaining an environment free of discrimination or
harassment. The National Association of the Deaf said in a statement that all national fast
food restaurants with a drive-thru should work with our organization to develop and
disseminate a system fix so that none of their franchises and facilities ever again deny service
to deaf and hard of hearing customers.

So, that is the issue that occur in Taco Bell Restaurant about their employee. We can
see that the Taco Bell employee being rude against deaf man. It should not be like that
between employee and customer because the customers are the key of company profits. If
this case happens again, it will reduce the company profit because of customer will run away.

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THE SUGGESTION & RECOMMENDATION

Customer are the core of every business and should always be our top priority. Happy
customers can help us build credibility and bring in more business. Customers are likely to
recommend a company to a friend if they have a positive experience. That’s why we should
focus on keeping our customers happy and satisfied with great products and excellent service.
So, if we want our customers like us, we need to deliver the best customer experience at all
times.

This situation, the employer also plays the important role to make sure their employee
doing well in their work. How to make sure it? The benefit and reward for the good employee
are the best way to increase the morale of employees which may lead to higher productivity.
It also can help to retain the best performers. There are many benefits are compulsory under
the law such as Employment Act, Employees Provident Fund Act, Workmen’s Compensation
Act and many more.

The benefit that can give to the employee are sick leave, annual leave, paid public
holidays, personal emergencies and so on. With this way, it will reduce employee stress or
bad behaviour. If employees feel tiredness, they can take the annual leave for example. It also
can avoid from this case happen again.

The other way to motivate employee to be a good worker, I strongly recommend that
the employer give some rewards to the good employee. For those who can archive company
goals, must give them the reward like wage increments, bonuses, commissions, award
ceremonies, sponsorship to attend conferences and many more. This way will encourage
employee to do their work well. And of course, the issue between employee and customer
like article above can be avoided.

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CONCLUSION

Even our customer not perfect, like Washburn who deaf man, we as a customer
service should not give a bad service to them. We have to provide the good service as other
customers. Don’t be rude to our customers. We should consistently focus on improving our
customer service standards. Great customer service can help us build trust, improve brand
awareness, gain customer loyalty, drive sales and attract new customers through valuable
recommendations. Keeping our customers happy is more important for our business than
anything else. Make sure we deliver 100% customer satisfaction both offline and online.

And one more important thing about conclusion for this study is, a good reward or
benefit or recognition system will not only show that the company appreciates the efforts of
its employees. It will also value them because they are a part of the company. Rewarding and
recognition tends to increase employee productivity in the workplace. It makes them go the
extra mile. And it also makes them do their work happily and of course can avoid employee
stress problem that can influence their emotion. With this reward and benefit, the employee
will do their work well and never cause any problem with the customers.

REFERENCE

1. Minyvonne Burke (5 January 2019.) Taco Bell employee fired after video shows him
refusing to serve man who is deaf. Retrieved from
https://www.nbcnews.com/news/us-news/taco-bell-employee-fired-after-video-shows-
him-refusing-serve-n954736