Case Studies: Improving Operations & Employee Relations in Business

This document presents a series of case studies addressing various business challenges. The first case study explores methods for monitoring employee working hours in a tourism company, emphasizing the use of mobile attendance systems, online records, and a hierarchical employee structure to ensure consistent performance. It also discusses the importance of consultative processes, measures for cleanliness and hygiene, and effective delegation strategies. A budget for retraining employees is proposed to improve service delivery. The second case study deals with a harassment complaint, outlining the necessary procedures for handling such issues, including referral, investigation, and corrective actions, as well as the legal responsibilities of a manager. The third case study investigates customer complaints in a restaurant setting, focusing on areas of improvement in food quality and service. A budget for new kitchen equipment is detailed, along with the necessary staff adjustments. The final case study provides suggestions for effective development and implementation in a restaurant, emphasizing communication and delegation strategies across all operating departments.

CASE STUDIES

TABLE OF CONTENT
MAIN BODY...................................................................................................................................3
CASE STUDY 1..............................................................................................................................3
Monitoring working hours...........................................................................................................3
Consultative process....................................................................................................................4
Measures for cleanliness and prevention of hygienic issues.......................................................4
Delegation process.......................................................................................................................5
Re-training...................................................................................................................................6
Negative affect.............................................................................................................................6
Case Study 2....................................................................................................................................7
Nature of complain......................................................................................................................7
Procedure.....................................................................................................................................7
Standard operating procedure......................................................................................................7
Legal responsibilities as manager................................................................................................8
Result of investigation.................................................................................................................8
Training........................................................................................................................................8
Case Study 3....................................................................................................................................8
Areas of investigation..................................................................................................................8
Budget for equipment..................................................................................................................8
Investigation of aspects................................................................................................................9
Details on staff.............................................................................................................................9
Staff performance report..............................................................................................................9
Case Study 4..................................................................................................................................10
Suggestions for effective development and implementation.....................................................10
Implications for existing staff....................................................................................................11
REFERENCES..............................................................................................................................12

MAIN BODY
CASE STUDY 1
Monitoring working hours
For monitoring the working hours of the employees the following methods can be used,
Mobile attendance system:
For this tourism company in which the work location is not specified utilization of this
feature will be very effective for the company as it uses GPS on their cell phones and the data
collected from the cell phones will mark their attendance (Zhang and et.al., 2017).
Keeping online attendance records :

With the help of online methods company can make sure that the employees are keeping
record of their hourly work with the help of an application.
Manual attendance:
The old fashion way of recording the attendance is also an effective way, it involves
interaction of the employee with the higher authorities.
There has been many issues which this tourism organization has been facing. Most of
these issues are related to the consistency of the employee performance. In order to make sure
that the work is properly done. This organization needs to have different levels of employees.
The levels would be Senior, Intermediate and Associate. The associates will be the lowest level
of employees and intermediates will take the responsibility and the responsibility of
intermediates will be taken by the Senior. This division of responsibility will make the work
more consistent (Zaraket, Garios and Malek, 2018).
Consultative process
Consultancy should be provided to all the employees which have reasonable expectation
towards the systematic regularity pattern in the working hours. Consultation is required for
providing the employee's information about the changes in the organization and other general
opportunities for which can affect the views towards the possible change in the organization. The
flexibility of the employees of this tourism organization is considered to be the key factor for
ensuring the efficiency of the business. Updation in the roster of the organization can affect
many factors but will not have any considerable change towards the services of the customers.
This up-gradation is regarding the levels employees. Certain service provisions will allow the
company to develop consistency towards the tourism services (Augustain, Agu and Okocha,
2019).
Measures for cleanliness and prevention of hygienic issues
The measures which can be taken for cleanliness and prevention of hygienic issues are,
Setting expectation :
By establishing certain expectation regarding the cleanliness and hygiene towards the
services of the customers the organization and employees will have basic understanding about
Do's and Dont's regarding the cleanliness and hygiene.
Regular inspections :

Utilization of an inspection officer for the duty of examining the services provided by the
employees. The company can make sure that cleanliness and hygiene are maintained properly. It
is important for this officer to make sure that every expectation of the services are being met.
Guidelines :
For the employees to know what they should do for keeping the cleanliness and hygiene
there should be proper guidelines which guide them to provide proper services (Augustain, Agu
and Okocha, 2019).
Checklist :
With the help of a hygienic checklist the individuals will be able to tick of their hygienic
duties which will be present on the check list. This will omit the errors which can happen due to
forgetting.
Delegation process
Delegation is the process which helps in making sure that more and more task can be
done in a smaller period. This process of delegation will consist of,
Prepare :
Preparation of expectation will help the employees to understand what they need to
deliver. This part of the process will also include planning out of a map for developing
expectation. This will prevent confusion in the process (Jeworrek and Mertins, 2019).
Assign :
After the planning of the expectation and the work the next step of delegation is to inform
the employees. In this step they will provide information related to the timing, budget and
expectation towards the communication, services and hygienic context.
Confirm understanding :
Assuming that the employees have understood what has been delegated to them is one of
the biggest mistake. It is important for the organization to make sure that they have understood
by properly examining them.
Confirming commitment :
The next important step for the organization in delegation is to confirm the commitment
shown by the employees who are delegated task. This process will help the organization to make
sure what the employees need to learn or whether are needed to be delegated new task or not.

Yes, there is of new job description. The number of job description needed to be written
would be 3 (Chauhan, 2017).
Re-training
Yes, training is going to be definitely necessary because the existing employees in the
organization have failed to deliver good services which indeed has caused the organization to
receive multiple complains from the customers. The budget for retraining can be explained by
the following table.
Particulars Amount $
Accommodation for trainee 200
Allowance for trainee 300
Equipment and stationary 100
Trainee fees 1000
Transport expenses 100
TOTAL 1700
For the training of the employees there will be need for a training program which will
include, expert trainee who will provide the training. The expenses of this trainee will be
incurred by the organization. The aim of the training would be to make the employees capable
enough so that no more future complains from the customers are received (Andi Kele, 2020).
Negative affect
The day to day activities will not be affected because the business model of the
organization remains the same and only the structure of the organization is gong to change. This
is the way in which the organization will make sure that the employees make changes in their
performance positively to enhance the experience of the customers. The employees will maintain
cleanliness and hygiene in the services because this organization faced the issues were, the
customers have said that the food provided to them were in dirty vessels. The complains were
also about the food they were being served which made some of them sick. Inspection officer
will be responsible for checking whether the operations are done consistently and with precision
(Odero, Egessa and Oseno, 2020).

Case Study 2
Nature of complain
Complain made by Elena is a harassment as after the working hours the employees have
their private life. Stalking someone is basically breaching into their private matter. Stalking is a
crime in which involves following a person and watching were they are going, which in this case
is after the working hours. Actions should be taken against the individual who is stalking.
Procedure
For dealing with such complain from an employee, the organization needs to follow
certain procedures such as,
 It is important for the organization to completely listen to complain properly even if the
issue is a little frivolous. Listening to complain provides the employer to understand
about the total scenario.
 Asking questions regarding complain will answer the hidden details about complain.
 It is important for the organization to make sure that the person complaining provides
their complain also in written format so that they have a proof of what has been said.
 Advising such an individual to keep complain a secret is also important for making sure
the work environment does not get affected.
 After analysing all the aspects the actions must be taken accordingly.
Standard operating procedure
The standard operating procedure for sexual harassment has the following steps,
Referral of complaint :
The complaint brought by the individual will be referred to the head unless, the head is
involved in the complaint.
Reviewing immediate steps :
The head of the organization will decide whether the complaint requires immediate police
intervention or not. Any kind of physical assault should be refereed to the police investigation.
Additional investigation :
In the scenario when the crime is unclear there should be additional investigation for
making sure that there is actual guilt involved.
Corrective actions :

The end of the complain should be with a action and in the organization an awareness
meeting should be gathered for explaining the rules and regulation regarding such complains in
the future.
Legal responsibilities as manager
The legal responsibilities related to the organizations corporate, procurement, safety and
security issues.
Result of investigation
The result of the investigation if is true, and complain is valid. A disciplinary form must
be written which will address the guilty employee.
Training
In order to prevent such activities to happen in the future the organization will provide
the training regarding the laws and actions related to harassment and the activities which are
needed to be prohibited in the organization.
Case Study 3
Areas of investigation
The investigation related to complain will begin with the help of following procedure,
Assessment :
Understanding complain which in this scenario involves quality of meals other services.
It is important to understand the customer's perspective in this scenario.
Investigation :
In this scenario the investigation is needed to be made in the cooking department for
making sure that the quality of meal in maintained in the future.
Correcting the mistakes :
The complains made by the customers have some mistakes involved in them which is
made by the employees of the organization. It is important that after analysation the employees
consider these mistakes so that do not occur.
Budget for equipment
For improving the capacity according to the head chef some equipment are needed to be
replaced. For this the budget is as follows,
Particulars Amount $

Kitchen Pot Big 75
Kitchen Pot medium 50
Kitchen Pot small 40
Kitchen tong 60
Vegetable peeler 20
Frying strainer 45
Mixing Bowl 35
GN pan 40
TOTAL 365
Investigation of aspects
In the food and beverage areas the organization needs to make sure that they are
purchasing the enough quantity so that all the customers can be satisfied and the complains
regarding the quantity of food is not considerable.
Details on staff
For making the following changes the important staff which are required by the company
are, Restaurant manager, Bar manager, Bartender, Host , Server, Busser, Chef, head Chef,
Runner and also the cashier. All these individuals need to take part in making adjustments
regarding the changes which are planned (Al-Amer and et.al., 2019).
Staff performance report
Staff
Perform
ance
Restaur
ant
manager
Bar
manager
Host Server Busser Chef Head
Chef
Cashier
Attenda
nce
Punctual Punctual Punctual Punctual Punctual Punctual Punctual Punctual
Innovati
on and
Very
innovativ
Most
innovativ
Fairly
innovativ
Not so
innovativ
Innovativ
e
Very
Innovativ
Most
innovativ
Not so
innovativ

Creativit
y
e e e e e e e
Leaders
hip
Great
leader
Great
leader
Have
potential
Have
potential
Have
potential
Have
potential
Great
leader
Have
potential
Commu
nication
Skills
Excellent Excellent Good Good Good Good Excellent Good
Collabor
ation
and
Teamwo
rk
Great Great Good Not so
collabora
tive
Not so
collabora
tive
Good Great Not so
collabora
tive
Time
Manage
ment
Excellent Excellent Good Good Good Good Excellent Good
Custome
r
Experie
nce
Good Great Great Great Great Bad Poor Great
Case Study 4
Suggestions for effective development and implementation
For the effective development and implementation in the restaurant the following
suggestion can be done in all the operating departments of the organization.
Communication :
Communication is considered to be very important for the organization because in the
organization miss-communication is one of the main reason for the likelihood of errors and
mistakes. Communication also allows the manager to explain their expectations from the
employees.

Delegating :
In every department of the hotel it is important for the employees to report to their
respective departmental manager. For explaining the employees what is important for them to be
aware of it is important to hold daily meetings. By knowing what is going on in department the
employees can manage the employees efficiently (Trakaniqi, 2020).
Hiring Right :
For this organization it is very essential to hire the right individuals so that they can
provide quality in their services in the hospitality organization. In this hotel the young student
which are hired for part-time needs to be removed if they are not performing to the desired level.
Implications for existing staff
For the existing staff the implication towards the change would be to improve their
employee readiness for the changes which are planned by the organization. It is important for the
organization to make the employees understand that their influences matter a lot in the
organization. Recognizing the resilience which each of the employees show is also very essential
for the organization. Providing proper training is also considered to be very important for the
organization,.

REFERENCES
Books and Journals
Al-Ameri, J., and et.al., 2019. Impact of Power Delegation and Peer Learning on Self-Sufficient
within Oil and Gas Industrial Sector in UAE.
Andi Kele, A.T., 2020. Employee empowerment in luxury hotels in East Malaysia (Doctoral
dissertation, The University of Waikato).
Augustain, A.N., Agu, O. and Okocha, E.R., 2019. Effect of employee empowerment on the
performance of selected manufacturing organisations in Enugu State,
Nigeria. International Journal of Advanced Research in Management and Social
Sciences. 8(9). pp.30-48.
Chauhan, A.S., 2017. DOES EMPOWERING EMPLOYEE ENHANCE EMPLOYEE
PERFORMANCE?. Prestige International Journal of Management & IT-
Sanchayan. 6(1). pp.53-66.
Jeworrek, S. and Mertins, V., 2019. Wage delegation in the field. Journal of Economics &
Management Strategy. 28(4). pp.656-669.
Odero, J., Egessa, R. and Oseno, B., 2020. Influence of Employee Empowerment on
Performance: Evidence from Deposit Taking SACCOs in Kenya.
Trakaniqi, F., 2020. Effective delegation enables managers to have more time for their priority
activities Case Study: Financial businesses and insurance activities in
Kosovo. Technium Soc. Sci. J.. 14. p.511.
Zaraket, W., Garios, R. and Malek, L.A., 2018. The impact of employee empowerment on the
organizational commitment. International Journal of Human Resource Studies. 8(3).
p.284.
Zhang, X., and et.al., 2017. Leaders’ behaviors matter: The role of delegation in promoting
employees’ feedback-seeking behavior. Frontiers in psychology. 8. p.920.
Online
Hebrew educational alliance, 2021., Standard operating procedure[Online]. Available through:
<https://images.shulcloud.com/13414/uploads/files/Standard-Operating-Procedure-
Sexual-Harassment.pdf>