Proposed Performance Interventions
Pre-Performance Evaluation Discussion
Through thorough research and data collection, Panera Bread in Harrisonburg is said to be experiencing issues directly related to the customer associates. Gaps in communication between the Cashiers and Line members exist. This creates an uneasy flow for ordering especially when there are miscommunications within the process. There is also a lapse in the system that does not account for complicated orders, or the idea that the location runs out of inventory on busy days. Because of the constant business and demanding environment, customer associates positions are said to have a high turnover rate. This relates directly to the respect and appreciation given from Panera management. Employees schedules are not flexible, and because of their involvement in higher education, management should not overschedule. This results in resentment from the employees and a devaluing of themselves as employees.
Proposed Interventions
1. Train all managers to commuincate more effectively with employees.
Management needs to undergo training for managing peoples. This training will address how to encourage employees in the work space, and ultimately changed the motivation of the team.
2. Implement a new scheduling system “When to Work” and train management how to use.
“WhentoWork” is an outsourced company that allows a manager to go in and operate the scheduling system. This system incorporates the schedule as well as the pay roll for counting the hours totaled worked by an employee each week.
3. Implement a new system within Panera ordering system and train cashiers how to use.
Panera will have to create a new button that allows special instructions to easily be sent. Also an inventory count of the food supplies must be incorporated into the system which counts how many servings of a dish are left. This also will help cashiers know immediately which items are in fact available versus it being put in and the line having an issue because of a lack of supplies.
4. Promote more employee events in order to influence all to employees to function more effectively as a team.
This could influence some rearrangement of individuals and their tasks. Employees must be versatile, this can include cross training. This choice requires a lot of time and effort from the employee. However, Panera should utilize a few hours following close to host an event that promotes team building, socialization of employees, and an environment where employees can mingle. This can be planned by management.
5. Train cashiers how to take order and confirm that line interpreted correctly.
This involves utilizing the new ordering system. But it also involves a person knowing when to ask a question, and also not being afraid to communicate with your co-workers. This will require time from the employees, with no cost because of the ability for management to train.
6. Train cashiers how to use the inventory system to avoid a mistake in ordering.
The system should provide an easily discernable notation symbolize the unavailability of an item. This can be a button that is red and also non-selectable, therefore the cashier will be unable to select an ingredient or an item that is noted in this way. Cashiers and line associates will have to be instructed on how to handle a customer who may become frustrated with the inconvenience.
7. Make line designate one person to take inventory at certain intervals throughout the day.
Finally this will involve little training of line associates to notify management of a lack of inventory. This way management will then enter that into the system for the day, and it will reset when the day begins. This system can be updated upon opening the bakery.
Financial Analysis
Financial Analysis
Performance Value (resulting from program in six months) $17,004
- Cost (of program) - $820
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Benefit (of program in six months) $16,184
Financial Breakdown
Average Projected Sales per day $2,084 6 months $ 12,504 (current)
increase predicted because of improvement in efficiency and customer satisfaction (predicted)
increase per day $750 increase 6 months $4,500
WhenToWork per day $1.80 6 months $100
Employee Training Time 30 employees x 3 hours of training x $8.00 = $720.00
5 managers x 3 hours of training x $16.00= $130.00