Shaking Up Culture At Karla\'s Kitchen, the company culture has declined, and Ka

Question

Shaking Up Culture

At Karla's Kitchen, the company culture has declined, and Karla is considering how to make changes.

In this exercise, please read the mini-case and answer the questions that follow.

At Karla's Kitchen, the company culture is negatively affecting business. Karla cannot deny that employees enjoy each other's company, but their "good time" at work is at the expense of customers' dining experiences. Employees routinely goof off, wasting time gossiping and finding ways to waste time. Even when the employees are serving customers as they are required to do, their lack of interest in and energy for the job does not make customers feel welcome.

To make it worse, when Karla hires a new employee with a spotless work record showing conscientious behavior, the employee either becomes a part of the time-wasting culture, or the person leaves because of frustration with the lack of work ethic. Currently, Karla sits with the new employees for about an hour, showing them around and the job tasks, but has no formal processes.

Karla figures that she should have some type of program to orient new employees in order to introduce them to a positive, productive work climate she wants to strive for. However, once on the job, how will Karla keep the new employees productive? Karla does have two valuable assistant managers who she depends on and trusts to set a good example. But how can she control the lower-level workers and turn their behavior around? In short, how can Karla "shake up" this bad culture and make it good?

1- When considering ideal types of company cultures, Karla should consider which of the following as fitting her business best?

A- Safety culture

B- Customer service culture

C-Mercenary culture

D- Diversity culture

E- Sustainability culture

2- If Karla wants to start to build a new culture, she should consider

A- separating new employees in orientation from other employees.

B- using examples of current problems in orientation.

C- allowing new employees to discuss how they will change the culture.

D- being honest about the negative current culture.

E- dropping hints about what good employees are like.

3- In order to reduce early turnover, Karla decides to tell potential employees that working at her restaurant can be challenging and customers are occasionally rude. This honesty would be called

A- mentoring.

B- orientation.

C- realistic job preview.

D- socialization.

E- enculturation.

4- What phenomenon explains why high-performing employees are leaving Karla's Kitchen because of the laziness and negative attitudes of other employees?

A- Socialization

B- Mercenary theory

C- Culture strength

D- Attraction-selection-attrition

E- Mentoring

Explanation / Answer

Ans.1) Option (B) - Customer service culture

Explanation: A restaurant is a service oriented business and the success of a restaurant largely depends on the happiness and satisfaction index of the customers. Therefore, it is important that the Karla's Kitchen follows the Customer Service Culture in order to keep the customers happy and satisfied.

Ans.2) Option (C) - Allowing new employees to discuss how they will change the culture

Explanation: While hiring new employees in an organisation, it is a common practice for HR managers to ask the new joinees about their strategies of contributing to the growth of the organisation. Karla can also follow the same practice that is to communicate the current cultural issues in the restaurant and allow the new employees to discuss on how they will change the culture of the restaurant.

Ans.3) Option (C) - Realistic job preview

Explanation: When Karla decides to tell the potential employees about the challenges they are going to face in their jobs at the restaurant, she is actually showing them a realistic job preview, so that they can decide for themselves whether they should join the organisation or not. And, if they join, what expectations and preparations they should have while working at Karla's Kitchen.

Ans.4) Option (D) - Attraction-Selection-Attrition

Explanation: ASA theory i.e. Attraction-Selection-Attrition states that people are differently attracted to a job depending on their interests and career goals. Organisation select the right candidates on the basis of their own requirements and as per the skillset, knowledge, experience of the prospective candidates. When the employees are not able to fit in the organisational culture, they leave the organisation leading to high attrition. This explains why the high-performing employees at Karla's kitchen were leaving because of the lazy and negative culture of the restaurant.

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