• SG Cowen
1. Reflect upon a time you had a negative recruiting/hiring experience. What were the signs that the experience was not going well? Explain. 2. What is your evaluation of the criteria used by SG Cowen in making hiring decisions? 3. Which two candidates would you select if you were a member of the recruiting committee at SG Cowen? Please explain why.
1. “Service” can be an elusive (vague) concept. What is the essence of the Ritz-Carlton experience? What is the Ritz-Carlton selling? 2. How does the Ritz-Carlton create “Ladies and Gentlemen” in only 7 days? 3. In what may be a first for the hospitality industry, Brian Collins, hotel owner, has asked James McBride, Ritz-Carlton general manager, to lengthen the amount of time spent training hotel employees before hotel opening. Should McBride lengthen the 7 Day Countdown? 4. Or, is this the time that McBride should consider a total overhaul (revamp) of the hotel opening process? If yes, what should he change, and how should he go about doing it? 5. What would be the financial implications for Ritz-Carlton of extending the training?
• Safelite Auto Glass
1. Reflect upon a time you worked (part-time). Were you motivated by pay? Or, by other factors? Explain. 2. Why was the productivity of the Safelite installers so low? 3. Does the proposed PPP plan address the problems described in question 2? Does it introduce new problems? Explain. 4. What are the pros and cons of switching from wage rates to piece rate pay? Are Safelite installers good candidates for piece-rate pay? Why or why not? 5. Should there be a guaranteed wage? If so, how should it be set?
• Rob Parson
1. What is your assessment of Rob Parson’s performance? Should he be promoted? 2. Using the data in the case, please complete the Evaluation and Development Summary presented in Exhibit 3 of the Rob Parson (A) case. 3. If you were Paul...
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