The manager must be able to solve problems, communicate, and lead teams toward t
ID: 362565 • Letter: T
Question
The manager must be able to solve problems, communicate, and lead teams toward the completion of a task. You are the manager of the northern branch of the Laurel City Bowling Alleys. The owner, Jill Espy, has 4 other bowling alleys around town. The average employee assigned to the concession stand of all the Laurel City Bowling Alleys lasts approximately 3 years. However, in your branch, the average employee lasts only 8 months. Jill is concerned about the lack of retention of concession employees especially since training new employees is costly to the company and this high turnover is costing her money that could be better spent elsewhere.
You have talked with your current concession staff and have learned that pay and scheduling may have some effect on the turnover rate. Employees feel that the pay is low and the scheduling is erratic making it difficult to make plans outside of work. You know that employees do not benefit from pay raises because they tend to leave before being at the alleys for a year.
One worker indicated that many of the workers do not know how to handle difficult customers. It makes them not want to come to work. At the time, the focus seems to be on getting the job done rather on customer service.
•Using the employee’s feedback and other facts from the case scenario, what ideas should you consider motivating or changing employee morale that would encourage employees to stay longer in the job?
Explanation / Answer
We would like to use two different feedbacks:
Basis the feedback, we need to do a root cause analysis. The cause may be: erratic shifts, salaries for similar jobs may be higher and the expectations of employees from the job. Based on that, we need to plan as to how we can ensure to manage the factors leading to exit.
Unless root cause is identified, it is difficult to act. Assume the root cause found was lower salaries as compared to salaries of other jobs available. In that case, perhaps, there will be need to increase pay. Or perhaps, a retentivity bonus needs to be paid at the end of a year which will motivate people to stick to their jobs. Assume the root cause found to be erratic shifts. In those cases, the manager needs to plan ahead , say the schedule is communicated one month before to employees so that they have better visibility and the like.
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