PATRINA SAMUEL – 101432419 ORGANISATIONAL EFFECTIVENESS CASE STUDY ANALYSIS 1

What symptoms in this case suggest that something has gone wrong?

Symptoms in this case that suggest that something has gone wrong include the following:

1. In the past 18 months profitability declined from average.

2. The percentage of wastage to sales increased significantly.
3. There were cases of unauthorized eating and giving away of food by employees.
4. Team Leaders were reluctant to report accidental or deliberate wastage for fear of the
repercussions.
5. The Restaurant Manager removed the food allowance and made threats to fire employees.

What are the main causes of these symptoms?

The main causes of these symptoms include the following:

1. There was little or no involvement on a day-to-day basis from the Restaurant Manager and the
Assistant Manager.
2. As some of the employees are high school students, this may have been their first job with no
prior experience.
3. There is clearly a lack of formal training for the employees.
4. The reward system seems to only be applicable to the Managers and so the employees who are
customer facing are not motivated to deliver exceptional customer service.
5. As a result of the negative consequences of reporting wastage, there is resistance to comply.
6. Employee morale declined.

What actions should Barrie Super Subs’ managers take to correct these problems?

The action that Barrie Super Subs’ managers should take to correct these problems include the
following:

1. Implement an orientation program that includes formal training for new employees so that they
are aware of the company’s strategy and values.
2. Create an incentive plan that rewards all employees for low wastage relative to sales.
3. Restaurant Managers and Assistant Managers should encourage teamwork and collaboration by
exhibiting an increased daily presence and interaction with employees and customers. This will
motivate employees to perform at their best.
4. Restaurant Managers and Assistant Managers should be trained on effective communication so
that they are able to handle conflict resolution in the workplace.

Reference:

Mcshane, S. L., Steen, S., & Tasa, K. (2021). Canadian organizational behaviour (11th ed.). Mcgraw-Hill
Education/Mcgraw-Hill Ryerson.