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3. What actions should Cincinnati Super Subs' managers take to correct these problems?
Managers' time allocation for daily operations
Managers should allocate time to be present in daily operation. The managers can demonstrate a
professional and positive behavior is the outlet. Managers as the role model can motivate their team
leaders and employees to do their best of the ability. Besides, managers should be fully engaged with
their employees and the customers in the outlet. This is a way to show their commitment to boost up
job satisfaction and achieving customer excellence.
Roles clarity
The head office should consider to establish roles for each manager. As current assistant manager is
assisting the manager in non daily operations work and only spend few hours in frontline. Thus, roles
clarity is vital in order for the outlet to run smoothly. They can consider to establish different manager
roles, for example, operations manager, trainer, service manager and et cetera.
Food allowance policy
As most of the employees are dissatisfied with current food allowance policy. The manager shall
revamp the food allowance policy. As most of the working shifts are only three or four hours, but food
allowance only given to those who work four and one-half hour before the adjustment then six or more
hours in a single shift after corrective actions taken. They must revamp the policy in order to increase
employees' satisfaction.
Regular meetings
The managers should have regular meetings with team leaders and employees. This meetings provide
a channel for the frontline employees to voice up the problem they are facing and also to voice up their
dissatisfaction. Desired behaviors can be enforced during the meetings.
Organizational Behavior Modification on Positive reinforcement and Punishment
The managers can use reward as reinforcement of desire behaviors. For instance, reward will be given
if the food wastage is reduced. Besides, the managers should create and enforce punishments for
violations. For example, they should reinforce employees who being caught taking or giving away food
and drinks without permission will have consequences which might lead to termination.
Goal Setting
Goal setting is important to motivate the employee and clarifying their role perceptions. Set specific
goals and create rewards for reductions of food wastage. The managers should allow employees to
give feedbacks.
Training
Adequate training should be provided for all employees. All new comers must be fully trained so that
they are equipped with necessary knowledge to perform their tasks. This can reduce accidental
wastage in the operation. Besides, continuous training should be provided to all their team leaders and
employees.