HR and Marketing Crisis

8/8/2019 HR and Marketing Crisis

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Internal problems in Adda

Adda which was established in the year 1962 has now diversified with 46 outlets. But in

the recent years, it has been facing a lot of crisis especially in its personnel. The

customers have been complaining of the bad service and poor quality of food products.

Gone are the days where Adda is known for its authentic menu, ambience and customer

care. But now the customers, mainly the teens are complaining of Adda being shabby and

less exciting.

The management of Adda is in a dilemma of the crisis since it is starting to affect the

brand name and profits of the fast food chain. We can analyze the factors for the crisis asfollows:-

One of the main reasons for its crisis is the unhappiness and unfulfilled needs of

the employees of Adda. Due to this reason the service of the employees towards

the customers have become less friendly.

Adda is following a general line organization structure and this is hampering

the desires of the employees to step up ahead in their level. This is a highly de-

motivating factor.

The customers are also starting to feel the place less exciting due to its 60s style

interior design. The modern youths and teens find this style very boring and

uninteresting and hence develop a negative impression towards Adda.

The customers are also finding the menu archaic and uninteresting.

The company is also following an outdated employee handbook. The policies

and procedures that are mentioned in the handbook were according to the trends

that were pertaining in the market in the 60s and are not followed in the present

era.


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The above factors have been analyzed and the management can give the solutions for this

crisis in the following ways:-

1. An entire change in the organizational structure.

Since the organization was following a line structure and facing a lot of problems due

to inadequate communication between top and lower level management, therefore the

management has decided to develop a line and staff organization structure. The

structure will be consisting of various divisions as follows:-

Production Division.

Marketing Division.

Finance Division.

HR Division.

Sales Division.

The existing structure of Adda was as follows:-

General Manager

Production ManagerManager

Finance Manager

Marketing Manager

HR Manager

Recruitment Manager Training Manager

Sales Manager


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The new structure that Adda is planning to follow is:-

2. Understand and adhere to the requirements of the employees in order to achieve

complete Job Satisfaction.

The management must take up the initiative to find out the demands of the employees

and fulfill them to the maximum possible extent. The main objective behind this solution

is to get a 100% Employee Job Satisfaction. Job satisfaction is essential to an employee

since achieving the desired target or more from an employee is not possible without a

good working environment and salary. It is the responsibility of the management to

provide all the requirements that are required for an employee to work efficiently.


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3. A restructuring of the infrastructure from the 60s style interior to the new trendy

look.

Since Adda is financially sound, the management has also decided to restructure the

interiors and bring out a catchy new look. This is one of marketing strategies that is being

implemented by the management in order to overcome the crisis of losing potential youth

customers. What we follow in Adaa is A customer once is a client forever. Hence

restructuring of the organization will help retain its potential customers and will also

bring in new customers by means ofreferral marketing.

4. Introduction of a new looks to the menu and adding new products.

The management has initiated the process of changing the menu cards over all its outlets

and is also adding new products. This will boost the sales and the customers will be very

happy with the new menu and look and will hence look forward to come again.

5. Updated Handbook

The management has also decided to come out with a new employee handbook. It is

formulated according to recent changes and norms that are put up by other fast food

organizations in the current market. The policies and procedures have been renovated and

new policies have been introduced by the management.


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TRAINING AND DEVELOPMENT

We succeed as a restaurant only when each of our employees succeeds. So it should come

as no surprise that Adda offers its employees dozens of training courses and

developmental opportunities.

Learning Opportunities

Adda offers a variety of learning opportunities. It has many courses such as on how to

serve customers and how to run the computer at the front desk. Employees at Adda can

gain valuable computer skills that can be applied to many areas of their life. Supervisory

and managerial skills are developed through a combination of formal courses and on-the-

job mentoring. Personal effectiveness and teamwork are encouraged through self-

evaluation and exploration. Many organizations offer specialized training to their

employees, such as basic language skills. The things you learn as an employee here will

give you the tools you need to be successful.


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S.M.A.R.T.

S.M.A.R.T. (Supervisors and Managers Acting Responsibly Together) is a comprehensive

training program providing a basic understanding of supervision skills, consistency in

management practices throughout the restaurants, and personal and professional

development.

The modules in the curriculum are:

SMART Start: Two-day program is a basic introduction to restaurant Human Resources

and Accounting procedures. Covers management philosophies and expectations of all

individuals in leadership roles at Adda.

Selecting Exceptional People: This class emphasizes top practices for interviewing and

hiring quality employees, as well as detailed legal information on hiring practices.

Coaching for Performance Improvement: Teaches formal employee coaching and

counseling. Covers progressive discipline, effective communication styles, and using the

important characteristics of top performers to recognize behaviors and establish

performance improvement plans.

Conflict Resolution: Gives participants the tools needed to successfully deal with

conflict in the workplace. Learn to identify types of conflict, how to benefit from conflict

and to effectively manage conflict at all levels.


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Conducting Effective Performance Appraisals: Managers and supervisors learn the

importance of completing and conducting formal employee performance reviews, along

with communication techniques for dealing with performance issues and how to conduct

fair and objective appraisals.

Understanding Employment Law: Interactive seminar providing a basic foundation for

understanding the legal aspects of supervising others. Key employment laws discussed

include employment discrimination, protecting employee privacy, reducing workplace

violence, workplace safety, unlawful harassment, and labor relations.

Preventing Harassment Training: Helps supervisors and managers become more aware

of potentially hostile behaviors in the workplace. Learn how to identify behaviors,

proactive measures to eliminate harassment situations, and proper reporting and

investigation of allegations of harassment.

Preventing Workplace Violence: Recommended for all supervisors, managers, and

department heads. Class increases knowledge and awareness of the potential of workplace

violence. Also focuses on how to identify potentially violent people or situations.

Getting Results: A Guide to Running Effective Meetings. Designed to increase

employees' knowledge and skills in meeting planning, for effective, productive meetings.

Staffing and Scheduling: Learn how to minimize overtime and maximize productivity,

as well as scheduling, developing a staffing guide, running overtime reports, and creative

methods for staffing a department.


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Soft Skill Training

The management has decided to improve the soft skills of its employees by providing

special training conducted by professionals. This would also be a certificate training

program thereby adding to the employee value. The essential soft skills of employees are

always beneficial to the organization and it helps in retaining customers.

Youre Performance

In support of your success, Adda has also created a set of world-class performance

management tools. As an Adda employee, your performance is evaluated throughout the

year and developmental plans are continuously created and updated. Your development

and success is seen as a joint effort between you and your manager. Each year, Adda

evaluates its talent to ensure that its employees are growing within the organization.

Promotional Opportunities

As they grow, employees are encouraged to look for promotional opportunities that

interest them. We support moving from one department to another as a great way to

become better-rounded. Being such a, there is no limit to how far our employees can go.


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EMPLOYEE HANDBOOK

Orientation Period

The first two weeks of employment with Adda will be a period of orientation and

training. This period gives employer and employee a chance to evaluate each other.

If, prior to the end of this period, either party feels a problem exists, a transfer to anotherposition or location within the company may remedy the situation. It may, however,

result in termination of employment.

Even though you may be hired on a trial basis and continue to be employed after the trial

period, your employment may be terminated at any time with or without cause and with

or without notice at the option of Adda.

Grooming Standards

At Adda each employee's appearance is very important to us. If our employees are able to

leave a positive initial impression on each customer, it is sure to be a lasting one. Each

employee's appearance is a direct reflection on Addaa, so take pride in the company you

work for and yourself

Hairstyles - Most importantly hair should be neat and clean. Men's hair should be no

longer than the bottom edge of a dress shirt collar. The sides should be no longer than

mid-ear. Hairstyles that are extreme in nature are unacceptable for anybody. Dyeing,

tinting, and bleaching of an unnatural color is also unacceptable


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Facial Hair - Front-of-the-House employees must be clean shaven. Mustaches and

beards that are preexisting at the time of hire must be neatly trimmed and meet with

departmental standards. Sideburns may be no longer than the bottom of the earlobe, and

of course must beneatly trimmed to meet departmental standards.

Jewellery - Jewellery of an excessive or ostentatious nature is not acceptable while

working. Men are to wear no earrings during working hours. Women may not wear more

than two earrings in each ear. Piercing in any other location that are publicly visible, are

not to be worn duringworking hours.

Department - Heads and the Human Resources Manager may implement guidelines

which are more specific than the ones set above within certain departments

Compensation and Pay Periods

Rate of pay is indicated on your Acceptance of Employment Agreement. All employees

are paid on a biweekly basis. You may pick up your pay check on Monday after 10:30

a.m. from your supervisor. There will be no cash advances and checks will not be

handed out early.

Any discrepancies in your check should be reported to your SUPERVISOR


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=> If you have a schedule conflict, please consult with your supervisor.

Lateral Transfers - There are times during the season that employees may be required to

work in areas other than the one in which you normally work. This should be viewed as a

positive experience and a chance to become familiar with another operation of the

business

Uniforms

All Employees are responsible for uniform additions and requirements as stated in the

Acceptance of Employment Agreement. The remainder of your uniform will be provided

by our management.

Cost - Employees are responsible for the cost of each uniform item not returned upon

termination or separation. In addition, they are expected to purchase or provide uniform

items listed on the job descriptions sheet.

Customer Relations

As in all service related businesses the customer is our reason for operation. They provide

our wages and the company's existence. All patrons are welcome in our facilities at all

times. Never argue with a customer. If a problem develops and it is beyond your ability to

handle it calmly, please contact your supervisor.

Customer Service The customers are to be treated with respect and courtesy. Attempt to

learn their names (Mr. and Mrs., etc.). Always deal with patrons in a pleasant manner and

always smile. By using the customer's name, you tap a sensitive human emotion; an

emotion that opens doors and says to the customers, "You are welcome here." We cannot

afford to pass up this opportunity: the rewards of these efforts are immediate and long

lasting.


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Goal - Our goal is to provide a safe working environment and to provide all customers

with the finest food/meal, beverages and services in as clean and pleasant atmosphere as

possible. We must exceed our customer's expectation with warm welcomes, sincere smiles

and carefully prepared products. We must pay attention to the smallest detail of our

ambience and services to ensure that every customer will return to Adda various outlets

when he next visits us.

Accidents and Safety - Report all job related accidents to your supervisor, All job

related accidents with our customers as well as our employees must be reported to the

supervisor. Remember to use common sense and to care for the customers, coworkers

and yourself.

Use of Company Owned Facilities

Restaurant Discount - Employees are welcome to dine at Adda. Employees will receive

a 33.3% discount of the menu price. They are, however, expected to leave 15% gratuity of

the full menu price for servers. During peak hours the guest comes first. If you are

finished with your meal and the manager asks for your table, please cooperate.

Fire Detection and Protection Devices - All Adda restaurant outlets are equipped with

smoke detectors, these detection devices are not to be tampered with for safety reasons.

Fire extinguishers and pull stations are located in the premises for emergency use only

Substance Abuse, Illegal Drugs, and Alcohol - The use or possession of illegal drugs,

narcotics, drug paraphernalia, or controlled substances in or on restaurant property is

grounds for disciplinary action up to and including discharge. The legal drinking age in


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INDIA is 18, and underage drinking is a violation of State law. It is also illegal to provide

or purchase alcohol for anyone that is not of age. Violation of these laws will not be

tolerated.

Work Policies/Rules

Adda has a zero tolerance policy on illegal working. Its policy on the prevention of illegal

working is thorough, up to date and has been approved by State Government. All of

Addas staff must have the legal right to work in Bangalore, in the position being offered,

in order to take up a post.

All applicants are required to prove their legal right to work at the interview stage, and

must provide original documentation for inspection by the restaurant Human Resources

representative and local manager.

The Human Resources team and the managers through training sessions and utilizing the

Employer's Helpline develop their expertise in this area. This is supported by an

investment in tools to aid the team in its detection of fraudulent documents e.g. U.V.

lights and subscription to a website which has illustrations of all existing documents and

the key points to check against. The Human Resources team provides guidelines and

coaching in order to support Management in ensuring their workforce is legal. The

Employers Helpline is a regular source of advice, and all new information is distributed

across the company to ensure all Human Resources representatives and managers always

have up to the minute knowledge.


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Types of Policies

DISCRIMINATION/ HARASSMENT

EMPLOYEE UNIFORM

SANITATION

PERSONAL HYGIENE

EMPLOYEE WORK SCHEDULE

TIME CLOCK

EMPLOYEE BREAKS

EMPLOYEE OVERTIME - FOR HOURLY EMPLOYEES

EMPLOYEE MEAL TICKET

EMPLOYEE MEAL DISCOUNTS

TELEPHONE CALLS

EMPLOYEE LOITERING OR COMING BEHIND THE COUNTER

RADIO, TAPE PLAYERS

ABUSIVE LANGUAGE

EMPLOYEE DISCIPLINE

VACATION

SICK LEAVE

PAY CHECKS

EMPLOYEE RAISE

EMPLOYEE INJURY

PROPERTY DAMAGE BY CUSTOMER

EMPLOYEE DATING POLICY

CASH REGISTER POLICY

CHECK CASHING

CHEMICAL HANDLING IN THE WORK PLACE
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EMPLOYEE ACCOMODATION

Following are the restaurant employment policies

Equal Opportunity Employment

All Adda employees and applicants for employment shall receive equal consideration and

treatment. Adda is committed to providing a discrimination/harassment free work

environment, where all employees are treated with respect and dignity and are able to

concentrate their full attention to their job. This organization will not tolerate any form of

harassment by any employee, supervisory or non-supervisory, on any other employee All

recruitment, hiring, placement, transfers and promotions will be on the basis of

qualifications of the individual for the position being filled without regard to race,

religion, color, national origin, ancestry, physical handicap, disability, medical condition,

marital status, age, sex or sexual orientation. Failure by any employee to follow this

policy will result in disciplinary action up to and including termination

All other personnel actions including compensation, benefits, layoffs, return from layoffs,

termination, training and social recreation programs are administered without regard to

the above mentioned factors.

Employment at Will

All employment with Adda is at the mutual consent of the employee. Either the employee

or the management may terminate the employment relationship at any time with or

without cause or prior notice. No representative of the management, other than the HR

manager, has any authority to enter into any employment agreement for a specified

period or to bind the restaurant to any arrangement contrary to restaurant policy. Any

agreements made by the Human Resource manager for employment other than

employment at will must be in writing and signed by both parties.


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Hiring Relatives

No person having relatives in Management/Supervisory positions with Adda, may be

employed in any capacity without permission of Human Resource manager. No person

may be hired by Adda, Inc. when such employment would result in that individual

working in the same department or for the same supervisor as a relative. These facts bring

to light the transparency of our recruitment policies and unbiased working environment.

Rehire Policy

In order to ensure that Adda does not rehire employees who have had poor records or

disciplinary problems during their previous employment with it, all re-hires at facilities

owned or operated by Adda., must be approved by the Human Resource Manager prior to

making an offer of employment. In cases where an employee has been discharged or has

been marked "Not Eligible for Re-hire", the Human Resource Manager must request the

General Manager to authorize the re-hiring of the employee.

Rehire Policy - Executive Positions

In order to maintain continuity, consistency and strategic relevance in upper management

levels, individuals in key positions who resign from Adda will not be eligible for rehire.

This policy will be applied to the positions listed below and may be applied to other

positions as individually determined:

General Manager

Finance Manager

Marketing Manager

Human Resource Manager

Outlet Manager


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Employment Application

Completion of an Adda Application is a basic pre-employment requirement for allapplicants, and in no case should prospective employees be offered employment or begin

work for Adda until they have completed and signed an Employment Application form.

Employment References

In order to ensure a careful review of prospective employees' work histories, two work

references must be checked for each applicant prior to any offer of employment.

Approvals - Supervisory and Key Staff Employees

Approval from the Corporate Personnel Department is required prior to hiring

Supervisory and Key Staff employees. Approval of the Management Review Board is

required prior to promoting current employees into such positions.

Offer Letter

Letters offering or confirming employment with Adda may be written by Human

Resource Manager only, and must be approved in advance by the General Manager.


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Employee Eligibility Verification

Adda will not knowingly employ undocumented workers, i.e. illegal alien. All personshired it by must verify their identity and authorization to work in Bangalore in

accordance with the requirements of the State Government. This verification is required

after an offer of employment has been made. No employee may begin work or perform

service until the proper documents have been presented.

Supplementary Employment

Employees of Adda may not be simultaneously employed at more than one company

facility without the authorization of the General Manager. Employees are permitted to

work outside the organization only if the position or type of work does not cause a

conflict. It is the employee's responsibility to protect confidential information such as

Addas policies or information concerning other employees.

Hepatitis A Vaccinations Food Preparation Employees

All employees for Food Preparation positions must be vaccinated against the Hepatitis A

virus. As a condition of employment, all applicants for such positions must agree to be

vaccinated unless they have been vaccinated previously.

Employee Uniform and Badges/ID Cards

Employees will not be allowed to work or enter the Back of the House without being in

the proper uniform and id cards.

Documents

HR and Marketing Crisis