EOC wk2: Zippy Airline Catering

Discussion Questions:

1.     Are the changes made by the hospitality company significant redesign of the work done? Why or why not?

a.     Considering the volume increase of customers, it’s a very good reason to re-design. Quote, “At the time, this operation had only eight full-time employees and a single manager, and produced a single product: prepared meals for the airlines.” (Managing Hospitality Human Resources Fourth Edition P. # 83 Mini Case Study)

2.     What do you think will happen as a result of this?

a.     The redesign implementation will increase productivity and lessen the stress on employees. The production to produce mass volumes of meals will increase and meals will be quicker and easier to produce for the airlines. Encouraging teamwork and having a reward for the employees it a great incentive to motivate each other to meet or exceed their daily quota.  Having happy employees boosts the moral for the company and therefore, the employees will want to work harder to take advantage of the bonus plan. Quote, “The engineers estimated that each employee would be able to put his or her item on a tray before it passed beyond reach.” (Managing Hospitality Human Resources Fourth Edition P. # 83 Mini Case Study)

3.     What steps would you have taken before initiating substantial changes in the way work is done at Zippy Airline Catering?

a.     First, I would set up productivity standards and determine the sales and guest count. Then determine how many employees are needed. I would also, inform everyone on the changes and what changes are implemented to help productivity. Quote, “The Company instituted a group bonus plan that rewards the employees for the total number of meals produced. The more trays produced, the more bonus earned.” (Managing Hospitality Human Resources Fourth Edition P. # 83 Mini Case Study)  

Old-Timer Makes Waves

Discussion questions:

1. What recent changes at the Edgeway Hotel precipitated the problem with Sally?

Quote, ”We’re in a newly competitive environment.” She was told along with everyone else, that there is a new market segment and that the guests are demanding a higher level of service. She has not complied with the changes and her attitude has suffered towards the customers and the level of service she produces.

2. Is it an issue that Sally didn’t follow the chain of command?

Yes, Quote, “it angers me that she’d send a letter like this. If I could get away with it, I’d fire her for that.” Sally should have gone to her supervisor to discuss what she can do to change, or what problems she is having towards the changes made. Only, time you go over your supervisor is when he/she is out, or when you have been asked by upper management on your concerns of the changes.  

3. What are the roles and responsibilities of the management team in dealing with this situation?

Quote, ”Sydney and I have put in a lot of time and effort with this lady. We’ve coached her, worked with her, given her extra trainning and support.” There is not much anyone can do if someone is unwilling to make any necessary sacrifice to change. That soly relies on the individual them selves. The only alternative solution is to find someone who is able and willing to make those changes.

4. Does Sally’s length of service and past perfromance warrant special treatment by management in handling her current situation?

Yes, but eventhough she has been with the company for twenty years, it does not give her the right to disreagrd changeses mande during those twenty years. Sally has been informed as well as trained on the new marketing segment and how the customers expect them to be implimented. Quote,”you are the one always telling us that we can’t carry employees indefiniely and she’s becoming a high-maintenance employee.” If an employee has been informed and trained, yet still unwilling to make changes, that person is a liability to the company. There for the company has no other choice than resigning that employee.