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商品編號: 4362 出版日期: 2011/11/04 作者姓名: Sasser, W. Earl, Jr.;Shelton, Rachel 商品類別: Service management 商品規格: 11p 再版日期: 地域: United States;California 產業: Accommodation & food services;Retail trade;Food services 個案年度: 2011 -
商品敘述:
A restaurant chain based in California offers made-to-order sandwich wraps using fresh, healthy ingredients. The founders of the company take a very active role in day-to-day business and tightly control every aspect of the restaurant operation from hiring store managers to planning the menu. Management is concerned that employee turnover is high, customer satisfaction is decreasing, and revenue growth is flat. The newly hired human resources leader believes addressing employee turnover can help solve the other problems. She develops a profit-sharing program as a pilot at two restaurants. The managers in the pilot program have their compensation tied directly to restaurant profits. The program also allows managers to customize menus, work with local suppliers, and try different promotion ideas. After six months, profits at the pilot locations improve while customer reviews are mixed. The HR manager must review the complete results and decide whether to roll out the pilot program to more locations, modify the program, or abandon it altogether. Students consider the operational challenges of running a service business and the issues related to compensation, change management, and employee autonomy.
涵蓋領域:
Empowerment;Middle management;Human resource management;Compensation;Incentives;Motivation;Change management;Entrepreneurship;Employees;Business growth
相關資料:
HBS Brief Case Teaching Note, (4364), 9p, by W. Earl Sasser, Rachel Shelton;Spreadsheet Supplement, (4365), 0p, by W. Earl Sasser, Rachel Shelton
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