Case Study on ANGELOS PIZZA

Submitted To: Foycal Chowdhury North-South University Mgt-351

SECTION-06

Submitted By: 1. MD.Thashin Islam 2. Aanmona Nishitha Debnath 3. Nusrat Sharmin 4. Nuzhat Sadia 5. Saikh Khalid Bin Walid 1020096030 1020042030 1020230030 1020334030 1020252030

Date of Submission: 09/04/2012

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Q.1 My strategy is to(hopefully) expand the number of stores and eventually franchise, while focusing on serving only high quality fresh ingredients .What are three specific human resource management implications of my strategy(including specific policies and practices) Answer: In case of expanding the number of stores and eventually franchise, while focusing on serving only fresh ingredients some human resource implications should be included. As number of store expansions focus is on high quality fresh ingredients the owner must focus on places where high quality fresh ingredients are available. On the other hand the available ingredients should be carried to the store or factory with proper arrangement. The communication facilities at that very place should be improved. Considering these things the new stores location should be decided. The location somehow represents the business environment, to find out suitable location for stores an important human resource management implication is Business Environment Analysis. In this implication firms general environment and firms competitive environment discussion is important. The environment of the store will not only ensure the supply of fresh ingredients but also reflects the other aspects, for instance suppliers relation with organization, customers response, state of competitors etc. Only fresh ingredient supply does not meet all the needs for running stores successfully. The medium who will serve the customer also plays a vital role. The next HR management implication should be Empowerment and Manpower Planning. This whole thing includes hiring process of employee. The stores must have competent employees who will be able to provide standardized service to the customer on behalf of organization or store. Before hiring employee Job Analysis is needed for knowing about job duties and responsibilities of the particular job and also required qualification for the position. In this part there should be specific hiring process, the process should be logical, interview session should be designed under certain interview structure. In some cases hired employees may not have previous work experiences. In case of Angelos Pizza a waiter without previous work experience may create mess. Again sometimes for certain organizations introduce some innovative ideas for betterment. For implementing those ideas it should be shared with employees. To solve such situation another human resource implication is Training Need Analysis. Therefore training can be developed for both new and also for existing employees. The training program arranged for new employees is needed to aware them

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about the particular job they selected for. In Angelos Pizza new waiter or waitress should attain a training related to how they should treat with their fellow customers during taking orders, serving etc and related things. The companys unique ideas regarding service should be shared with employees through training programs. The implementation of training programs both beneficial for organization and also for employee. The trained employees remain as asset for organization and employees get an opportunity to increase their knowledge, employee turnover may reduced then. These are some human resource management implications which will hopefully maintain the focus of owner and also bring good luck for the new stores. Q.2 Identify and briefly discuss five specific human resource management errors that they are currently making? Answer: Angelo did logical error because he fired an employee who used profanity sometimes and one time he did that in front of a customer. Based on that event, Angelo fired that employee. This incident falls in logical error because Angelo drew an unwanted conclusion from the facts, which is a very isolated weakness and it would be improved by providing personality training. Angelo also suffered from Hallo effect. Because, he assumed that people who do not have good telephone manners cannot behave well in stores. He made initial judgment based on only a single attribute. The next error of Angelo was at hiring good employees and even though they were able to hire, the good ones left the job by getting frustrated. Hiring good employees was a problem because the process of recruitment was not working. This problem occurred because of a weak advertising process. Angelo was unable to get much response, and also just only asking single question candidates got selected. So certainly that was a very ineffective process of employee selection. Angelos training process was very poor. From the case, we can see that he just trained his subordinates how to run a store which is not enough to make a manager aware about his responsibilities and duties. Angelo thought that, by working with him managers would know

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how to do jobs properly and it is a wrong idea. Angelo should expand and update his training process. The last error Angelo had is about employee satisfaction. His employees had to work for a long hour shift and some of his managers have to handle three jobs himself. And as he was not any specific training session all thing frustrated the employees as a result turnover rate increased. Q.3 Develop a structured interview form that we can use for hiring 1) store managers, 2) waiter and waitress, and 3) counter people and pizza makers? By the following questions we can take interviews with candidates mentioned in the questions, and also ask similar question to all candidates because questions are based on some situational and behavioral judgments.

Structured Interview Form

Name of the Applicant:

Position applied for: Date of the interview: Q.1-Why you like to choose our organization for work in the mentioned position? Q.2-Employees interact with a variety of customers. Sometimes customers may be angry or frustrated. Describe a time when you dealt with a customer who was demanding, impatient, or angry. i. ii. iii. Why was the customer upset? How did you respond to the customer's requests or demands? What was the outcome of your actions?

Q.3-Sometimes employees must communicate sensitive or unpleasant information to customers. Describe a time when you had to communicate unfavorable information to a customer. i. What did you have to tell the customers?

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ii. iii. iv.

How did you communicate the information? How did the customer respond? What was the outcome of this situation

Q.4- Suppose there is a complaint about the quality of foods. But you do not know where the problem is, as the other customers are well satisfied with the same dish. How would you deal with the situation? Q.5-One of your co-workers is absent. As a result there is a pressure on work and you are making delay to customers order. How can you deal in such situation where the customers cannot get frustrated and also the organizations is not harmed. Q.6-Would you like to prefer a team based work environment or team work hampers your performances. Q.7 -Which thing motivates you more...recognition or salary based incentives? And why? Q.8 -Tell me about your schedule flexibility, and your work schedule preferences.

FINAL rating form: (only use for the interviewers)

General Competencies: 1. Writing 2. Oral Communication 3. Interpersonal Skills Proficiency Level

ACTION: Highly Recommended for Position Recommended for Position Not Recommended for Position Interviewers Signature: Date:

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Q.4 Based on what you know about Angelos and visiting a pizza restaurant, writes a one-page short note showing specifically how you think Angelo should go about selecting employees? Answer: employee selection process is basically starts with initial sorting of recruited applicants and ends up with giving job joining letter. Before going to select applicants as a job candidate some employee selection steps should be implemented. The first thing should be determined about the source of recruitment. Agelos pizza restaurant is a small business so in small business we do not need candidates having full of skill and experiences. Therefore recruiting waiters and counter people advertisement can be given in colleges and business schools. But for the store managers and counter people we can give advertisement on newspapers and found people with least experiences. Then we need to be certain about whether we need temporary or full time employees. Normally for waiters and waitress part time selection is better than full time employees. Because this will minimizes the effect of employee absenteeism. But store managers and pizza makers should be selected over the full time basis. The next step of selecting employees is screening the candidates. This step deal with short list the application form and select the candidates which match with our most possible desire criteria. These selected employees will be called for the interview session. For interviewing candidates we would like to go with the personal interview session with a panel of judges. And the judges will be asked all the candidates the same types of questions. So the question is a structured format interview type, consists of some sort of question based on situational and behavioral judgments. This step is termed as preparation for interview. Then the organization finally conducts the interview. A panel of judge calls the candidates and takes the interview one by one with same questions. Based on the answers provided, the panel will evaluate the candidates independently. After that the selected person will ask for further process which is honesty and personality test. Now at the final stage candidates may ask for queries about the organization and this will examine candidates interest over getting job. And in this stage references of the candidates will be checked. Then the candidates will be provided with final decision of selection.