ABSTRACT

In this chapter you will learn to:

Identify techniques used to prevent fix strategies from being necessary.

Describe the steps used to plan and implement tactical fix strategies.

Compare and contrast similarities between small- and large-scale fix strategies.

Real World Experiences

You applied for a part-time server position with a local chain restaurant while attending college. You arrived for the interview and it seemed like the manager was desperate to hire you. After a very brief discussion, the manager asked if you could begin work that same evening. You thought this request was strange, but agreed to report for work that night.

Upon arriving at the restaurant, you quickly realized the place was in chaos. You walked to the host desk to introduce yourself. It seemed no one in the restaurant was aware you had been hired. There were no managers available at that time so the host just told you to follow one of the servers.

Josh was the server you were assigned to follow. You introduced yourself to him and began to follow as he performed his side work. As you were working, he asked, ‘Why do you want to work here?’ You looked a little puzzled, so he added, ‘Are you aware of the reputation of this store?’ ‘No, I hadn’t heard anything one way or another,’ you reply. Josh smiles and says, ‘Let me fill you in…’ As the night goes on, Josh shares all of the stories of unprofessional management that exists at the restaurant. Finally, at the end of the shift you ask him, ‘Why are you still working here?’ He smiled and said, ‘As of the end of this shift, I don’t work here anymore. I took a job across the street and start tomorrow night.’ ‘Oh, you say, so you gave notice awhile back.’ Josh starts to laugh and says, ‘No one gives notice here – the managers don’t deserve it.’

After just one month from taking the job at the restaurant, you realized you made a big mistake. Every night was a nightmare. There were call-offs on every shift. Those workers who did show up did not seem to care much about the operation. The managers were never on the floor. They did show up at the end of the shift to party with the staff. Scheduling preferences were based on personal favorites. It seemed over time that business was getting slower and slower. The kitchen commonly ran out of menu items and guest complaints were unbelievably high. There were insufficient tools to do the job, which created an environment where everyone would fight over limited resources.

Every time you mentioned the restaurant to your friends at school they would say, ‘I can’t believe you work there. The reputation on the street for that place is horrible.’ Finally, you decide to give one week’s notice of your resignation. You arrive to work ready to resign, when you are met by a new general manager, Kristen. She greets you and introduces herself as the new manager. You take the opportunity to hand her the resignation letter. She reads it and says, ‘I understand completely why you don’t want to work here and I commend you for giving notice.’ She continues, ‘I am here to turn this place around. If you like the changes that you see over the next week and decide to stay with us to help fix the restaurant just let me know.’ With that you went about setting up your station.

You arrive for your shift on the next night and notice a bunch of new servers doing side work. You ask the host what was going on. The host mentions that Kristen had a meeting with all the full-time staff members and laid down an ultimatum of improved service standards. After a bunch of servers walked out, she brought her new staff out from the kitchen. She also introduced her new assistant managers who were charged with training all the new workers. You thought to yourself, ‘This seems kind of drastic.’

Over the past week, the environment of the restaurant has completely changed. The floor is flooded with assistant managers, the tools to do the job suddenly appeared, incentives were bringing in new customers and the service systems were greatly simplified. You had your best money night since joining the restaurant.

At the end of your shift, Kristen approached you. She said, ‘According to my records, this will be your last night of work here. Are you sure you want to leave us?’ she asks. You think for a moment and then respond off the top of your head, ‘I can’t believe the changes you made here in just one week. If it’s okay with you, I would like to hang around to see what happens next.’ Kristen gives you a smile and says, ‘I don’t think you will be disappointed with this decision.’