Gsm 5101 Misterm Answers
Graduate School of Management, Universiti Putra Malaysia
GSM 5101: Organizational Behavior (Mid Term Examination)
Name: Alex Chan Hau Choong (GM 04780)
Question 2.
One of your outlets has had below average sales over the past few years. As head of franchise operations, you are concerned with the continued low sales volume. The store manager has requested you to diagnose the problem and recommend possible causes. Use the MARS model of individual behavior and performance to provide four different types of reason why employees at that particular outlet might be performing below average. Provide one example for each type of explanation.
As the head of franchise operations for the local food and beverage chain, Fusion Cafe, I had been asked to diagnose problems at our outlet in Bangsar. Although located in a high traffic and affluent section of the city, the outlet seems to have below average sales as compared to other outlets in the Klang Valley. Therefore, I decided to have a fieldwork at the outlet for a week and observed the way employees there worked. From my observation, I found the following issues:
Communication and language skills – I observed that employees lack communication between themselves and there seems to be a barrier in getting messages across to customers and also their team mates and colleagues. A very good example is the way our employees carry themselves and the way they speak to customers. The way our employees speak or convey messages to customers can sometimes be mistaken by the customers as being rude or indifferent when our staffs had no such intentions. This causes loss of sales, as I had observed quite a number of customers walking out of our outlet when they were not satisfied of the service provided. Our waiters and waitresses also fail to capitalize on the opportunities to sell more to customers when they had the chance to recommend menus to customers.
When analyzed from the MARS model, it seems that the lack of communication
GSM 5101: Organizational Behavior (Mid Term Examination)
Name: Alex Chan Hau Choong (GM 04780)
Question 2.
One of your outlets has had below average sales over the past few years. As head of franchise operations, you are concerned with the continued low sales volume. The store manager has requested you to diagnose the problem and recommend possible causes. Use the MARS model of individual behavior and performance to provide four different types of reason why employees at that particular outlet might be performing below average. Provide one example for each type of explanation.
As the head of franchise operations for the local food and beverage chain, Fusion Cafe, I had been asked to diagnose problems at our outlet in Bangsar. Although located in a high traffic and affluent section of the city, the outlet seems to have below average sales as compared to other outlets in the Klang Valley. Therefore, I decided to have a fieldwork at the outlet for a week and observed the way employees there worked. From my observation, I found the following issues:
Communication and language skills – I observed that employees lack communication between themselves and there seems to be a barrier in getting messages across to customers and also their team mates and colleagues. A very good example is the way our employees carry themselves and the way they speak to customers. The way our employees speak or convey messages to customers can sometimes be mistaken by the customers as being rude or indifferent when our staffs had no such intentions. This causes loss of sales, as I had observed quite a number of customers walking out of our outlet when they were not satisfied of the service provided. Our waiters and waitresses also fail to capitalize on the opportunities to sell more to customers when they had the chance to recommend menus to customers.
When analyzed from the MARS model, it seems that the lack of communication