Chua Kok Tiong - Cincinnati

8/20/2019 Chua Kok Tiong - Cincinnati

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Universiti Sains Malaysia

Graduate School of Business

ADW 610

Management and Organiational Behavior

Wee!ly "#erciseCase Study: CINCINNATI SUPER SUBS

Lecturer: Dr. Yusliza Mohd. Yusoff

Student Name: Chua Kok Tiong

Matrix No: !"SM#$%$&'()mail: chuakt*msn.com

+& No: #'$!,-$'$/

Su0mission Date: '1&'#&$#'(



Case Study: Cincinnati Super Subs

1. What symptom(s) in this case suggests that something has gone

wrong?

Most employees are student who work parttime! a "ew are in

highschool

Most of the sta are the less experienced sta. They are lack of the

experienced sta which caused the abundant of workload to them

(from managers to the employees).

#he restaurant e$periencing below a%erage pro&tability o%erthe past 1' months

This is causing the reduction of monthly bonus paid to the restaurant

manager and assistant managers. Things worsen to a point where

both managers no longer received the bonus.

igh percentage o" wastage*

The Cincinnati uper ubs experiencing the high percentage of !wastage" relative to sales. #astage occurs when employees drop or

spill food$ cut up more toppings than are sold$ burn heated subs$

prepare an order incorrectly$ and eat or give away food without

permission. The wastage occurred basically can be categori%ed into

two groups& deliberate and accidentally.

Complaint o" the "ood allowance

The sta of the Cincinnati restaurant complain that the food allowance

is meager. Cincinnati uper ubs gives employees a food allowance if

they worked continuously for at least four and one'half hours.

owever$ many sta complains that they are not eligible for the

allowance because many shifts are only last three or four hours. s a



result$ many sta who work these shorter shifts tend to help

themselves for food and drinks that is to take the food and drinks

without permission.

+eluctance o" +eporting ,ny Wastage

upposedly$ when employee make mistakes$ the expense is supposed

to come out of their paycheck. *ut due to some reasons the team

leaders are reluctant to report any accidental or deliberate wastage to

managers. s a result$ the restaurant have to bear all the losses and

causing the low pro+tability.

Shortage o" the -$perienced Sta

,ue to the new rules or actions implemented by the management$

more sta been excluded from receiving the food allowance. This

caused nearly - percent of the sta left the restaurant. Those who

stayed also discouraged their friends to /oin the restaurant.

Morale ,mong #he -mployees and Management /eclined

The morale among the sta been declined to a point that the working

atmosphere no longer fun like it used to be. This also led to the bad

relationship between the employees and management.

0nsuitable +emedial ,ction to Sol%e the roblem

The remedial action taken by the management failed to solve the

problems. 0t only solve the problem temporarily.



2. What are the main causes o" these symptoms?

3ow 0nemployment +ate

1ow unemployment rate caused the restaurant hard to hire the full'

time employees. They are forced to hire more part'time employees.

The part'time employees come and go at fast rate. This means that

the restaurant hard to obtain and retain the experienced workers. This

will lead to the high percentage of wastage occurred especially

accidental wastage.

oor -mployee Super%ision

s we can see from the text$ the managers are not encouraged by the

head o2ce to /oin the frontline operation such as serving customers or

training the sta. 1ack of the participation of managers in the frontline

undoubtedly will cause poor employee supervision. This would lead to

high wastage especially deliberate wastage.

• 4lawed Company Meal olicy

#e noticed that the employee only entitled for food allowance if they

work continuously for at least four and a half hours. owever$ most

shift only last three or four hours. This obviously unfair to the worker.

o$ to compensate themselves$ the workers will /ust help themselves

by taking the food and drink without permission.

3ack o" #he #raining

Most of the sta are lack of training. 0n the +rst three months$ because

of the temporary sta shortage$ two managers have no choice but to

get into frontline working$ such as training new sta and food

preparation. owever$ obviously the temporary sta does not receive

enough training$ they still caused a lot of the accidental wastage.



3ow Moti%ation ,mong -mployee

,ue to withdrawal of employee3s incentives and also the stricter rules

appliance$ the morale and the motivation of the employee are

seriously aected. *esides that$ all the regular sta earning the

minimum pay rates. The working atmosphere have been dampened.

Wrong 5r 6o +emedial ,ctions #aken to Sol%e #he roblems

4or the food allowance issue$ the management didn5t take this issue

seriously. Thus$ letting the issue lead to more serious problem that is

getting the food and drinks without permission. *esides that$ the

management did not spend enough time for the training of the new

sta. They are over con+dent that the situation had improved.

owever$ things worsen once they withdrew from daily operations.



7. What actions should Cincinnati Super Subs8 managers take to

correct these problems?

• Managers should spend more time on "rontline

The head o2ce shouldn3t discourage the managers to participate in

the daily operation. 0n fact$ they should encourage the managers to

participate more in daily operation. Managers not only will play the

supervision role but also will play the role as motivator to boost the

morale of the employees$ especially in this critical hour.

4ood ,llowance

ince most of the employees are not satis+ed with current food

allowance policy$ maybe it3s time for the management to review it. 0n

my opinion$ there are two ways to do this.

4irst$ the management could try to change the minimum hours

re6uired to be entitled for the food allowance. 4or example$ since most

of the shift only 7 hours$ so the management might consider to

change the minimum hours to only 7 hours.

econd$ the management can try to ad/ust the period of each shift if

the do not wish to change the food allowance policy.

-n"orce the stricter rule

#ith the positive reinforcement like food allowance$ there should be a

stricter rule to come with. The punishment should be given to those

employees who did the mistake and causing wastage$ especially the

deliberate wastage. #arning should be given$ after a few warnings$ if

the particular employee does not improve$ then a proper action should

be taken. This is to ensure that all employees are disciplined.

#raining



ll sta especially the temporary sta should have enough training

before letting them to /oin in the daily operation. They should be

e6uipped with enough knowledge regarding their tasks. 8ot only that$

an ongoing courses or training should be given to all the members in

the organi%ation from time to time.

Chua Kok Tiong - Cincinnati

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