My_Mothers_Paper_for_Class

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Organizational Structure: Panera: Based on our experience at Panera there are different levels of employees behind the counter: managers, assistant managers, associates, and cleaning crew identified by the color of their shirt. For example the cleaning crew wore a pastel green shirt, the manager was wearing a light blue button up shirt, and the associates lavender and baby blue T-shirts. Although we got the impression that some people were assigned to a specific area, the café versus the bakery, it seemed as though the employees were able to from one area to the other to help in wherever it was needed. The restaurant manager is obviously accessible to customers and employees. Corner Bakery: We got the impression that Corner Bakery has just two levels of employees behind the counter: Manager and associate plus a boss boy bringing the orders to the table and cleaning up after the customers. The manager looked very busy and hardly available to customers. Technology: Panera: It is very well equipped in the front counter with touch screen computerized registers that transmit to the kitchen the customer orders as they are taken at the counter. They also offer a buzzer to notify the customer when the order is ready for pick up. Corner Bakery: The registers are touch screen computerized however it still uses the old way of clipping the order to a cylinder like clip hanger between the counter and the kitchen or given verbally to the kitchen. The customer receives a card with a number assigned to the order to put on a clipper on the table they will be having their meal. The boss boy brings the food to the customer. Environment: Panera: Provides a clean and friendly atmosphere, customers greet customers as they come in the store. Corner Bakery: Offers a clean environment, however, customers are not greeted upon arrival. It gives a sense of “stuffy” attitude and the atmosphere is not inviting at all. Employee motivation: Panera: Panera manager’s high involvement on everything that goes on behind and in front of the counter is a motivating tool to lead by example. The manager greets customers, takes order at the register, answer phones, and any other activity necessary. Panera also offers industry-leading compensation and benefits to both hourly and salaried associates, based on eligibility and availability such as: * Medical, Dental & Vision Insurance * Flexible Spending Account * 401(k) Pension Plan * Employee Stock Purchase Plan * Competitive Salary * Incentive Programs * Life Insurance * Disability Program * Employee Discount Program Corner Bakery: Due to low management involvement there isn’t a team environment in the business. Does not offer cross-training, one employee can be available but unable to pitch in wherever is necessary causing frustration behind the counter as this creates lines at the register and employees don’t serve the customer with a smile. On their website they offer growth and hours that will help them balance work and life while having fun, but that was not our impression. For example they offer the following which is not sensed by the customer based on the visit’s experience: * Become Station Trainer and share the secrets of a happy bakery with new employees. * Become a Key Employee, and be an essential “go to” person for your teammates. * Become a Shift Supervisor, and help direct everyone’s talents and energies with the bakery. * Other benefits offered to those who work an average of 30 hours per week are: Tuition reimbursement, 401(k) plan and discounts on meals. Communication: During our visit both restaurants were courteous and there is no evident conflict between employees. Panera: Employees were very cordial between each other and seem to be having fun while working towards a common goal. There was laughter and smiles and it transpired to the customers. Corner Bakery: It was the opposite than Panera. The employees were not interacting as close-bonded as Panera. There was more stress reflected on their body language. Leadership Style: Panera: It has a leadership style due to the manager’s involvement with everything that is going on behind the counter provides a sense of strong support that leads the employee’s into a desired direction with less stress and high motivating to deliver high customer service. Corner Bakery: It has a managerial style due to the manager’s role to just give the employees orders and expect them to follow. There is too much stress on the manager’s body language creating a stressed environment for the employees. Policies, procedures, rules, standards: Both restaurants seem to have policies and standards set on high delivery of customer service and great product. Both provide the opportunity to the customer to fill out a survey as it is printed on the receipts. Both offer incentives, prizes, for feedback, and show community involvement through community boards posted in common areas such as the bathroom entry. Panera: By cross-training their employees Panera offers the opportunity to develop different set skills to each employee at the restaurant level. Corner Bakery: Train employees in one single job skill. Panera and Corner Bakery: Target the same clientele, from professionals to average-Joe customers. Provide Wi-Fi accessibility. The price of their food is on the high-end for the fast food industry. The quality of the food is also on the high end compared to fast food restaurants. Both provide a nice and clean dine-in sitting area. Recommendations for Corner Bakery: Job Design and work Flow: Job Design: Provide an assistant manager so that the manager can be more visible, present, and accessible without looking stressed out. Eliminate the boss boy position, put this employee behind the counter and have a cleaning crew employee make sure that the tables are cleaned. Organizational structure: Eliminate the boss boy position, put this employee behind the counter and have a cleaning crew employee make sure that the tables are cleaned Employee incentives: Have an employee of the month plaque or pictures on the wall and if possible letters from customers commending their service. A less stressed manager creates a less stressed working environment. Provide more technologically advanced systems. Leadership: The manager should lead by example. Focus on the customers’ experience show that every task is important, and that the customer is the number priority and that the product is as important. Employee selection: '''