The Manager Of Subway Supacenta On Improving Management

The Manager Of pipe Supacenta On Improving focal pointSubway SupaCenta Manukau wanted to explore and explore ab push through the possible instruments that atomic number 18 influencing the node wait on satisfaction. The research report included the latest tr deceases and circumstances that may or may not affect the performance of the Subway SupaCenta.The researcher did a pilot vignette to explore and examine the possible problems and factors that has adverse effect on the overall client service satisfaction. After a preliminary theme some general problems were found like dialogue among staff members and with the customers, unreliable suppliers, pretermit of motivation among staff members, cultural differences, wastage of food etc. All these problems take on to scummy customer service and ends up with many customer complaints because the customers were not satisfied with the service exitd by the staff members.After a thorough larn, writer identifies the of import pr oblem as lack of motivation in staff members. Author used quantitative as well as soft techniques to study more than approximately these problems. The indite used many orders to research ab bring out all the problems. The main techniques used by the author ar document analysis, questionnaires, observations, interviews. chronicle analysis provides a lot more information about the working schedules, operations manual and gross sales. The author was able to work on these documents to analyze the current mail service. Questionnaires were used to get the information from customers. Interviews were mete outed with theatre director and assistant manager to get more information from top level.So the overall problem identification research was conducted with the use of conglomerate techniques and methods and various heed theories were used in the whole process. In the end conclusions were drawn base on the take chancesings and relevant recommendations were provided.Introducti onThe screen backgroundSubway SupaCenta is a fast food restaurant located in SupaCenta in Manukau. Subway is very popular because of the healthy food products. It is growing cursorily in the coun drive and whole world. It is famous for the fresh food products made in front of the customers with a quick and friendly customer service. Subway is in a high demand for health conscious people. At the term of this high demand among people, Subway is struggling because of various internal and external problems that generalization the poor customer service. The author selected this organization to examine the issues and factors that create the problems and affect the overall performance. This investigation examines the administration, worry and staff level factors that cause adverse effects on the overall organization performance.The Business ProblemThe business problem is identified as lack of motivation among the staff members which cause the poor customer service. All the new(prenomi nal) problems like communication, wastage of food, cultural differences be interlinked with the motivation problem and organizational structure. This business problem involves the organization culture, routine work, management etc. penury Problem(Poor Customer Service) parley ProblemWastage of FoodShortage of StaffCultural DifferencesMiscellaneous Problems work up 1. Factors affecting Customer ServiceThis research is absolute by answering the down the stairs given questions. These questions atomic number 18 suitable and relevant to the organization and identified problem. There is a huge opportunity to check and notice out the possible solutions and recommendationsWhat be the organizational factors that influence the performance of the staff members?What argon the process factors which contri merelye to the customer service?What are the motivation problems in the Subway SupaCenta?What people factors influence the customer service at Subway SupaCenta?The Value of ResearchThe r esearch is adequate and relevant for the organization to examine and ameliorate the customer service satisfaction. This valuable investigation report presents the current organization procedure and policies, culture, trends and provides the possible recommendations for both internal and external factors. This research will provide the current scenario of the organization which will help the management to put extra efforts where needed. The researcher focused on all the aspects of lack of motivation which could lead to poor customer service. The author provided a clear picture of the aspects affecting the performance using various techniques and analysis. To achieve the organizational goals, management have to deal with these aspects to enlarge the productivity and add-on the performance. This will bring effectiveness and efficiency in the organization.The Aim and PurposeThe aim of this research study is to provide the possible recommendations for the problems in Subway SupaCenta that are identified at earlier stage of this research project. The author provided the possible aspects that trigger the poor customer service which is generated by lack of motivation. Lack of motivation covers current culture, system, management, policies and procedures. The purpose of the study is to rectify the customer service satisfaction by motivating the staff members. The purpose includes the possible constitution implementations to achieve the desired overall performance. To improve the service, achieve the aim and fulfil the purpose, this research study tries to answer some questionsWhat are the possible factors affecting the customer service?Why staff members are unmotivate?When there is a need for extra efforts?Who should motivate the staff members?How the staff members will be cause?Figure 2. Customer service in ActionMethodologyThe Author used qualitative as well as quantitative research instruments to investigate thoroughly about the identified business problem. Th ese instruments provide the logical and analytical information about the current situation. In this research report, author used the below given research instruments1. Document Analysis2. Questionnaires3. Observation4. InterviewsThe methodology and research instruments used in this research report are quite relevant to find out the problem factors and different things that influence the customer service satisfaction.1. Document AnalysisThe author was able to do document analysis of company documents. In document analysis, the author research and examine the company sales figures, company operations manual, rosters, company pamphlets etc. Document analysis is very utilizable resourcefulness to examine the company strengths, weaknesses, and also the opportunities with possible threats. Official documents like sales figures were used to check when the company is making huge sales or when its sales are going down. Rosters were also study to check that who is doing the specific shift s and if there is any biasing in the rosters etc. Operations manual of the company was also analyzed to check if the company is doing good and in the proper way as they described or not.2. QuestionnaireQuestionnaire was used in this research project. Author asked for permission from the stemma manager of Subway in front using this method. After getting the approval from manager Mr. Shea Tipene author used the questionnaire to collect the qualitative data. Two different questionnaires were prompt for staff and customers. The questionnaire was given to 4 staff members and 8 customers. The researcher especially used this method to collect information from the operational environment. The author uses the technique in a very h unitaryst way and didnt savor to alter the information in any form. The questionnaires are given as appendix at the end of the report.3. ObservationThe researcher used this method to explore the natural scene without any aslope assumptions. The permission was taken from the manager to perform this action and he approved it. Observation helps to bring the natural activity. It gives the opportunity to examine the whole process at the level of the subject. This method helped the author to achieve a ain experience with high understanding. Observation was very helpful to get information about staff-customer relationships and also the relationships among all the staff members which shows that how they are coordinating with each other to accomplish their duties.4. InterviewAuthor used the interview as a technique for this research project. It is very useful to collect qualitative information by formal interviews. The researcher interviewed the manager Mr. Shea Tipene and assistant manger Mr. Jasdeep Singh. In this process, the researcher was very honest and didnt use any emotive language or biased opinion to influence the interviewee. The unstructured interview is best to use when the researcher has general ideas about the topic. Author asked the permission from the manager and assistant manager to conduct the interview. After the final approval, the author prepared the questions for interview. The author was careful while preparing the interview questions so that there are no suggestive or truculent questions that may offend some people. Author aims to be natural at the time of interview and not the person with some special role or powers. The interview questions are given as appendix at the end of the report.Strengths and Limitations of the StudyThere are many strengths and limitations to this study. These are given belowStrengthsThis study helps to analyze the verbal and non-verbal behaviour of staff members and customers to understand the exact situation.It helps to portray perspectives and pass on the line upings and experiences.It helps to find out the existing problems with the factors that affect the working environment.It provides the useful recommendations for the management to improve the customer service i n computer memory.LimitationsTime frame for the study was limited. It took more time to research and analyze as compared to the schedule.Qualitative study is often criticised as being biased, time consuming and useless.Lack of precision is another limitation of this study because in some cases the author may try to use their own views or biasing which could lead to wrong results.Qualitative also lacks any statistical data values which look more promising and real.Management TheoryFish-Bone AnalysisThe author used the Fish-bone analysis to examine the problems that causes the customer dissatisfaction. This analysis provides a clear picture of what are the key problems that cause the main big problem. This is very suitable problem solving technique because it covers all the aspects of causes that contri exactlye to the big problem. It is very important to explore all the possible causes before starting to solve the problem. A diagram for the Cause and Effect problem solving technique is given belowFigure 3. Fish-Bone AnalysisPossible causes as given above in the starting of the report that contribute to the poor customer service are lack of communication, lack of knowledge, wastage of food, lack of power. All these problems climb due to the motivation problem. Employees are not actuate and they dont smack themselves as a part of the blood line. So if they are not make they will try to ward off their responsibilities and will not like to work effectively.The given management conjecture is relevant for the identified business problem of lack of motivation in customer service among staff members. It is reasonably feasible and relevant to the company because the aim of the company is to provide quality food products with great service. If the customer service in the company is not up to the standards, it will affect the productivity and company will loose the profits. Lack of motivation can led to various problems like wastage of food, misbehave with custome rs, negative work environment etc. So the fish-bone analysis provides a clearer picture of what is actually happening in store. So this method is quite relevant and feasible to the given problem and will provide relevant results to improve the service and productivity of the store.Results and Discussion1. Document AnalysisThe author used the document analysis technique to find out the reasons of problems related to the poor customer service. Staff was not feeling motivated because there are too many problems in store that lead to poor customer satisfaction. The author used the documents like rosters and Subway operations manual to find out what is main reason behind their low motivation. The author checked the roster of 4 weeks to find out how the staff members are getting hours. The roster was in general analyzed for 4 staff members on an average to find out the result.Figure 4. Staff hours for four WeeksSo the above interpret shows that there is a huge difference of shifts betwe en staff members. So some staff members getting more hours that the others that affects their performance. Here in this case Aashish is getting more hours than other staff members whereas Wini is doing an average hours but other staff members are getting less hours.The above graph represents that there is a case of biasing in braggart(a) staff hours among staff members. The staff members that are getting more hours will be more motivated than other staff members. The employee that gets less hours will feel dissatisfied and will not like to work honestly, efficiently and up-to his best possible efforts. They will not feel valued and will try to avoid their responsibilities which could lead to poor communication, poor customer service and overall poor performance.The author also used the Subway operations manual which discusses about the motivation among staff members. It describes that management should motivate staff members as much as possible to get the best out of them. If the e mployees are motivated they will feel valued and will work honestly and effectively to get the best results which will increase their productivity and service performance.2. QuestionnaireThe author used the questionnaires to collect the qualitative information from the customers and staff members to find out the possible reasons and factors that affect the performance of the employees. The author provided two different questionnaires for staff and customers.Staff Questionnaire AnswerFigure 5. Questionnaire reception from StaffThe results of the questionnaire shows that the employees are not satisfied with their job. They dont like the management, the salary or fairness towards all the staff members. It shows that they are not motivated and feels unhappy when playing their jobs. This whole process affects their performance which in turn decreases the productivity and customer satisfaction.Customer QuestionnaireFigure 6. Questionnaire Response from CustomersThe customer questionnair e shows that there is big percentage of customers that are not dissatisfied with the customer service of the store. They feel de-motivated and dont like to visit the store again. Store is doing well in terms of sales because of its location but the service performance level is going down which is a big problem for the business.3. ObservationThe author used observation technique to collect the qualitative data. The results of observation provide a quite big picture which shows the problem factors. This technique provides enough information about the contributing factors and their percentage. To observe the current situation of the store, the author visited the store 4 times in 2 weeks to get the multiple results. For two days author visited the store in the lunch time and for other two days he visited the store in evening just before the dinner time.Figure 7. Observation Results.So the above graph represents that there are too many problems in store that contribute to the poor custom er service. Employees lacks in communication. They try to avoid customers which bring the negative feedback from customer. Employees are not trained properly and they have less knowledge about the nutritional facts of the sandwiches which is another big problem. If some customer asked for some information, the staff members are unable to provide the up to date information to that related topic. So the above graph shows that communication is the biggest problem in this store. They need to improve the communication skills to improve the overall productivity of the staff. According to the Subway operations manual, the staff members should be aware of everything that they selling so proper training is needed to improve the serviceAll the above given factors are a result of the lack of motivation. These factors are influenced by the motivation factor. If the staff members are not motivated then they will not show willingness to learn new things and get the training about the proper polic y and procedures.4. InterviewsThe author conducted two different interviews with store manager Mr. Shea Tipene and assistant manager Mr. Jasdeep Singh. Formal permission was taken from the manager before interview. The interview shows that the manager Shea Tipene has the full control over the store management and employees. He likes the authoritarian approach in store. The interview questions and answers are provided in the appendices. The results of the interview with Mr. Shea Tipene represent him as an autocratic leader which makes it difficult for other employees to let loose to him if they need. The results are shown as a chart belowFigure 8. Interview Results from Manager.After conducting the interview with store manager author also conducted a warrant interview with assistant manager Mr. Jasdeep Singh. The interview statistics shows that Mr. Jasdeep Singh is very democratic person. He loves to talk to employees and get their comments to improve the service. But he got fewer powers than store manager so in some cases he feels helpless to do some specific activity.Figure 9. Interview results from Assistant Manager.So the above graph represents that he is a democratic leader which loves to talk to employees to solve problem, improve performance and improve the overall productivity and efficiency.A List of Possible Solutions and their ConsequencesThere are a lot of possible solutions that are useful to solve the problems of this store. A list of possible solutions and consequences is given below in a table format. nary(prenominal)SolutionsConsequences1More training to staff members.Management need to spend more money.2.Delegation of Powers.Management need to divide authority powers should provide more responsibilities and power to assistant manager.3.Benefits and Allowances.Management need to spend more money4.Fairness.Management should set the standard to provide a fair opportunity for everyone. So everyone should be treated equally and should get equal opportunities.5.EducationManagement should provide education about customer service and provide courses through Subway University.Table 1. A List of Possible Solutions and their ConsequencesMcGregors XY Management TheoryThe author used the McGregors XY Theory of management to examine and analyze the problems in Subway SupaCenta store. McGregors XY scheme helps to improve the organizational cultural and development. McGregor provide fundamental approach to manage the people and businesses. This theory provides two sub theories X and Y. Some managers use theory X which is mainly authoritarian management style and some manager use theory Y which is more democratic and participative kind of management style.Figure 10. McGregors Theory X YThe management theory used in this research project is very relevant to analyze the situations in Subway. This provides the information about current management style in store and the effects of the particular management style. This theory recommends that the people can perform better if they are motivated properly by the top management. Encouraging the participation brings the motivation in employees. This theory explains that the people are not lazy by nature but if they get a right amount of motivation then they can bring the best out of them. Theory Y encourages team work, removing obstacles, providing the guidance to increase the productivity and growth. These techniques will help the organization to match the goal of the employees with organizational goals. Theory X and Theory Y are quite different from each other. Theory X is more conservative, authoritarian, rigid and static but theory Y is more flexible, dynamic and progressive with a feeling of optimism. This theory encourages self-sufficiency and integration of goals.The given management XY management theory is quite relevant to the business problem. Theory X is related to more autocratic style of lead and Theory Y is more related to democratic style. So it is quite helpful for the above given problems. It will help to find the problems and provide the relevant solutions.Evidence of Original ResearchThe whole research process was original and personally performed by the author. He conducted interviews, provide questionnaires and observe the situation in store personally. For the evidence, there are questionnaires, interview questions and answers are given in the appendices.Conclusions RecommendationsConclusions In the conclusion author provides the results of the whole research report. The author found out various problems in the Subway SupaCenta and was discussed in the first assignment. Out of all the problems, the author chooses one big problem as lack of motivation. These problems have further wasted problems that affect the overall performance. The results helped the author to get the conclusion of this report. In the conclusion, the author explains that the problem lack of motivation was the biggest problem in store. The employees are not motivated to work in the store which is the biggest problem. If the employees are not motivated they are not in a mood to listen what the manager is saying or what the customer wants. There are too many problems that affect the staff performance and overall customer service. The author used the qualitative techniques such as observation, interviews to find out the personal views of managers and customers and to observe the staff performance in store at various times. So in the end author specify the big problem (Lack of Motivation) with various sub-problems.Motivation ProblemLack of FairnessLack of CommunicationLack of KnowledgeLack of TrainingConclusions are based on the original research conducted by the author. For the evidence, the author provided interview questions and customer satisfaction survey forms in the appendices.The Henri Fayols Management TheoryThe author used the Henri Fayols management theory to discuss the results, conclusions. Fayols provide 14 management pr inciples which help the author to draw the conclusions and recommendations. These principles are given belowDivision of Work Staff should be divided into department to increase the output.Authority Managers should use their powers with responsibility.Discipline Discipline is very important in the organization.Unity of Command Employees should have only one direct supervisor.Unity of Direction Employees with the similar objective should be working under one manager. This will increase the coordination.Subordination of Individual absorbs to the General Interest The personal interests should be second and companys interests should be first.Remuneration Employees should get a good remuneration for their performance.Centralization The employees should be close enough to the result-making authorities.Scalar orbit Staff members should be aware of their place in the company.Order Management should provide safe and clean working environment.Equity Managers should treat all the e mployees equally.stableness of Tenure of Personnel Managers needs to work on the employee turn over to increase the productivity at the same time increasing the performance.Initiative Employees should be able to perform some tasks by their own. This will increase their confidence. So managers should be using laissez-faire style for some level.Esprit de Corps Organizations should work difficult to promote the team work and unity.Recommendations In the end, the author provides some recommendations to the management so that they work on it to improve the staff performance to overall increase the productivity. Recommendations are relevant, feasible and practical. Some of the recommendations are given belowTraining Management should provide more training to the staff members to get the best out of them. Training will improve their knowledge.Fairness Staff should be treated equally with fairness. This will help them to feel attached to the company.Improve Communication The Communicati on problem was the biggest problem among employees. This will help them to be confident and they will be more friendly with the customers.Delegation Delegation of powers is another main factor that will help to divide the powers among employees. This will help them to feel more motivated and valued for the company.Benefits to employees Benefits are the biggest motivators for everyone. Management should set a standard that if the employees are working up to that standard then they will get some extra benefits and allowances.Bigger Store The management should try to get a bigger place for the store because some customers had given the feedback about that. So that will help to increase the sales.Referenceshttp//www.vectorstudy.com/management_theories/theory_X_and_Y.htmhttp//www.mindtools.com/pages/article/henri-fayol.htmhttp//en.wikipedia.org/wiki/Ishikawa_diagramhttp//www.mindtools.com/pages/article/newTMC_03.htmhttp//www.learnmanagement2.com/fishboneanalysiscauseandeffect.htmhttp//ww w.nwlink.com/donclark/leader/leadstl.htmlhttp//www.mindtools.com/pages/article/newLDR_84.htm