January 18th 2015
Overview: Southern Steakhouse’s west Hamilton location belongs to an established casual dining franchise with locality in Canada and the United Sates. The restaurant was suffering from declining sales figures. Corporate responded by replacing the management team who in turn appointed replacement team members and initiated a new incentive system. An internal conflict arose between two employees, Michelle Rhodes, a server, and Barbara Taber, a bartender. This conflict has resulted in a glass of milk being served to a customer with a lemon wedge in it. Resolution must be achieved as this situation has affected customer satisfaction and has provoked sub-optimal service.
Problems: Firstly, Taber underperforms in sales compared to fellow bartenders. Her hourly sales figure is $21.50, whereas her counterparts Richard and Steven’s are: $56.70 and $55.50 respectively. Next, Taber sabotages a drink to be served to Rhodes’ customer by placing a lemon wedge in a milk beverage – the third occurrence of drink tampering from Taber. Lastly, when Taber was confronted with the issue regarding the lemon in the milk she ignored servicing Rhodes’ customer, leaving to talk to off duty employees instead of preparing the drink.
Causes: Taber’s low revenue generation indicates a lack of fit between people and task. Taber, a tenured employee, cannot complete her task at the same calibre as Richard and Steven. Concerning the sabotaged drinks, there is another lack of fit between people and task: the person completing the task (Taber) has been the perpetrator of improper drink preparation (the task) three times in two weeks. Similarly, Taber’s bad judgement and negligence lead her to ignore pouring a beer to chat with off-duty coworkers. This is another example of a lack of fit between people and task because Taber (the person) neglects to complete