Employee Engagement Research: Cherry Tree Coffee Shop and Restaurant

This research report investigates employee engagement within Cherry Tree Coffee Shop and Restaurant in the Royal Marsden Hospital. The study aims to identify the nature of employee engagement, assess its impact on employees, and evaluate various engagement tactics. The research explores the factors influencing employee engagement, including workplace culture, strategic alignment, leadership style, and development opportunities. The report includes a literature review examining existing research on employee engagement, and a detailed methodology outlining the research approach. Data analysis is presented, followed by conclusions and recommendations. The research highlights the importance of employee engagement for enhancing productivity, innovation, and overall business performance, emphasizing the need for strategies to foster a highly engaged workforce. The report also provides a timescale for the research activities and includes references to relevant academic sources.

Research Project

TABLE OF CONTENTS
CHAPTER 1: INTRODUCTION....................................................................................................1
Research Aim and Objectives......................................................................................................1
Problem statement.......................................................................................................................2
Rationale for research topic.........................................................................................................2
Timescale.....................................................................................................................................3
CHAPTER 2: LITERATURE REVIEW.........................................................................................5
CHAPTER 3: RESEARCH METHODOLOGY...........................................................................13
CHAPTER 4: DATA ANALYSIS..................................................................................................20
CHAPTER 5: CONCLUSION AND RECOMMENDATION......................................................38
REFERENCES..............................................................................................................................39

CHAPTER 1: INTRODUCTION
Employee engagement has become the priority for many business houses. The employers
imparts a high focus on retaining the individuals for the company. The present business
environment is very dynamic as conditions changes very frequently. The firms are aware that
high performing manpower is important for growth and survival (Afiouni, 2013). It has been
identified that a highly engaged workforce can increase the productivity, innovation and bottom
line performance. There are many factors which makes the company successful which includes
better products, services, technology, strategies etc. All these things can contribute to superior
performance however all of them can be copied over time (Badke, 2012). Contrary to that one
resource which can create many sustainable competitive advantages is the workforce.
Employee engagement is a process of involving the people within the functions in a
manner that they can contribute in the best manner possible towards the company’s goals and
objectives. It is based on trust, integrity and mutual communication between the organization and
its members. It is an approach which can increase the chances of success (Bakker and Schaufeli,
2008). It has the potential to enhance the productivity and profitability. Engagement can also be
measured as it ranges from the scale of poor to great. It can also be fostered and increased in
dramatic manner. Further it can be lost and thrown away. Considering this scenario, present
research has been carried out that aims to identify the nature and factors that influences
employee engagement. As per the view of ABC (), employee engagement is affected by varied
factors and it also influence by workplace culture and structure. Further, employee engagement
is affected by strategic alignment, career support, working relationship leadership style,
development opportunities, fair remuneration and other related. In present research, different
aspects of employee engagement have been explored that helps in recognizing the actual factors
that influences engagement activity. For the purpose of conducting this research, Cherry Tree
Coffee Shop and Restaurant in Royal Marsden Hospital are taken into account.
Research Aim and Objectives
The major aim of the research is to identify the nature of employee engagement at cherry
tree coffee shop and restaurant in Royal Marsden hospital in Sutton. In order to achieve the
above aim following objectives have been laid down:
Objectives:
1

 To assess impact of excellent employee engagement on employees in Cherry tree coffee
shop and restaurant in Royal Marsden hospital in Sutton.
 To identify various tactics of employee engagement
 To evaluate the link between employee participation and organization's performance
 To suggest different strategies to increase effectiveness of employee engagement program
within the firm.
Problem statement
Every research is carried out on the basis of an identified issue. Employees are
considered as the assets of the organization. It is difficult to attain success without their support.
Those individuals are required which can give their maximum contribution towards the goals and
objectives. In the present context, companies are facing the issues of employee turnover and low
retention rate. It is affecting the business of the firms. It is becoming difficult to derive
competitive advantages. In order to overcome the issue, it is essential to keep a competitive
workforce who can enhance the productivity. Employee engagement is a very effective approach
in this regard. The purpose of this research is to investigate the impact of employee engagement
on the performance of employees. It also discovers how the employees are important for the
company and what strategies can be adopted for their engagement.
Rationale for research topic
The present research will be carried out to assess nature of employee engagement within
different types of organization. Several studies have been carried out to determine the impact of
staff participation on their performance (Afiouni, 2013). However, the present research work will
address different aspects of employment engagement that would provide significant benefits to
the business entity. In the current study, researcher aims to evaluate employee engagement as a
beneficial tool in order to attain success within firm. Also, it assesses that business is required to
involve all its workers into decision making process to achieve desired targets. In addition to it,
there are varied set of factors that affects the employee engagement level. Therefore, this
research has helped in analysing each of the factor so that its influence of engagement activity
can be attained. Further, this research has been conducted to identify which factors boost or
decrease the engagement activity. Also, absence of which factor at workplaces declines or make
no impact on engagement level of employees is also assessed in the research. Hence, it is an
2

exploratory study that been conducted to gain idea about varied direct that influences employee
engagement level.
Timescale
Following is the time schedule for all the activities which are to be completed while the
course of the research.
ACTIVITIES 1 2 3 4 5 6 7 8 9 10 11 12
 Identified the problem
 Systematic analysis to choose
the topic for the study
 Chose the research
 Conduct literature review for
secondary data collection
 Set the objectives
 Primary data collected from
customers
 Identified research approach
 Design research methodology
 Preparation of structured
questionnaire
 Make Fill up the questionnaire
from customers
 Organize collected data in
excel sheets
 Apply suitable technique to
analysis data
 Interpretation of the data
 Evaluation and finding of the
research
 Recommendation and
suggestions for further study
 Outline the findings chapter
3

 Create report in a presentable
manner
 Submission to instructor and
awaiting for feedback
 Revising the final draft
 Submit report
 Present report to the audience
4

CHAPTER 2: LITERATURE REVIEW
In the contemporary business environment, employee engagement is being considered as
the most important aspect of organization. It is also termed as a key success factor that influences
different business operations along with the decision making system (Greasley and et.al., 2005).
The current study will discuss the nature of employee engagement within two types of
organizations such as Cherry Tree Coffee Shop and Restaurant in Royal Marsden hospital in
Sutton but both these firms are associated with hospitality and catering business. As per the aim
and objectives of the present study, researcher is going to carry out a systematic literature in
which investigator will analyze different elements associated with employee engagement with
reference to views of different authors, studies, journals etc. In reality, it doesn’t matter how
staff engagement is defined, as long as strategies can be implemented that deliver an engaged
workforce.
http://www.nhsemployers.org/your-workforce/retain-and-improve/staff-experience/staff-engagement/staff-engagement-resources
(accessed on 26.11.2015)
1. To identify the nature of employee engagement at Cherry Tree Coffee Shop and
Restaurant in Royal Marsden in Sutton.
As per the research of Kular and et.al 2008 it has been addressed that employment
participation within various business scenario has been identified as a most important aspect that
5

plays vital role in overall growth and development of an organization. In this context, it has been
argued that a business entity applies different strategies such as great management and
leadership, training and development etc. for influencing the participation of workers within
various business operations as per the current market trends (Greasley and et.al., 2005).
The investigation of Zinger (2015) has found management and leadership as the most
important motivator of staff participation. It contains several elements such as visibility,
accountability and good communication which is required throughout the organization from the
board to lower level of employees. In this context, author further argued that this flows in the
best way it can, both down and back up through management structure which is considered as a
key component of staff engagement in place. Therefore, leadership and management structure is
termed as the most significant aspect and tool of employee participation.
Afiouni (2013) examined that Involvement in decision making provides an opportunity to
staff for influencing their own direction of work while performing different job role and
responsibilities. In the context of restaurant business, this approach has been found very effective
for facilitation of different food dishes with some unique taste. Author further argued that this
approach cannot be a one off exercise because it requires circular process for staff consulting
(Greasley and et.al., 2005). This approach helps business entity to assess active participation of
workers in various strategic decisions as per the current market trends.
The investigation of Choy (2012) has addressed that the assessment of training and
development needs among employees and management has provided significant benefits to the
business entity. By establishing conversation with staff member while developing different types
of training program, an organization can make appropriate training plans to influence education
level and skills of the workers. Apart from that, it has been analyzed that an efficient training and
skills development program has been found very effective to increase involvement of workers in
the decision process (Blyton and Turnbull, 2004). The new learning plays significant role in
order to influence confidence level of workers to facilitate creative ideas and suggestion to top
management on various strategic decisions. By making every role count of staff member, an
organization is able to align staff with the vision and aims of the organization. In this context, it
has been found that the understanding among staff members about their roles and responsibilities
provides significant benefits to the company (Boella and Goss-Turner, 2013). Author further
6

argued that by linking individual roles and responsibilities with corporate goals, the management
increases involvement of staff within various business operations.
The study of Macey and Schneider (2008) has found that a healthy and safe work
environment plays vital role in increasing the participation of staff in policy formation process.
This is because the staffs have high levels of health and well-being as well as they feel protected
and secure at the work all the time. Therefore, this type of environment encourages the staff to
work more effectively in the organization.
2. To identify factors that influence employee engagement
http://www.nhsemployers.org/your-workforce/retain-and-improve/staff-experience/staff-engagement/staff-engagement-resources/the-staff-
engagement-star-2015
Drillings and ONeil, (2004) stated that employee engagement is a practice in which
employees are highly absorbed in the work and they work for longer and harder in order to meet
with the needs of the organization. However, there are certain factors that influence the drive in
employees to become engaged and same varies from person to person and organization to
7

organization. In this aspect, Albrecht, (2010) commented that enabling employees involvement
into decision making is one of the core activity that makes them engage. He further stated that
decision making is one of the key activity that needs to be conducted on regular basis in
organization. However, each and every employees cannot become the part of the same as it can
hamper the decision making activity. Due to this, employees feel demotivated and company can
manage such situation by involving employees in the decision that are related to their job roles.
With this, they feel motivated and it tends to engage after a certain period of time. In this aspect,
Macey and et. al., (2011) argued that involving employees in decision making can be a risky
option as it can leak crucial information of organization. Also, it can develop the situation of
conflict among employees that can further spoil the working culture and ultimately commitment
level of employees. Hence, it is required to manage such situation effectively by monitoring
employees and also by ensuring that they only involve in the decision that belongs to their job
role. With this, company can able to gain support from its employee base and can also able to
manage business activity (Gruman and Saks, 2011).
In addition to it, Luthans and Peterson, (2002) stated that supporting personal
development and delivering required training to employees is a practice that aids in boosting the
engagement level. Manager must look for development of employees so that they get chance for
improving the skills and competencies. Through this, employees feel motivated and they get
influenced from managers and management. Moreover, development activity increases the
chances of employment opportunities of personnel which further influence them to work harder.
Beside this, Saks, (2006) comment that training helps in boosting the competency of employees
that supports in fulfilling their job roles in desired manner. This certainly leads to job satisfaction
that develops into boosting the commitment level of employees. Further, Kompaso and Sridevi,
(2010) stated that trained and skilled employees are likely to promote for higher job roles and
this certainly act as a drive for working harder and with commitment. This gradually leads to rise
in motivation and hence they become engaged employees. This helps company in attaining their
objectives in an effectual manner.
Moreover, Macey and Schneider, (2008) has analyzed that appreciation to employees is
also crucial in the organization as it aids in motivating the employees. Also, it is required to
highlight even small role of employees as well because it somewhere boost its morale. Through
this practice, company is able to retain its employees and also can able to develop healthy
8

relations with them. Through this practice, appropriate working environment is developed that
ultimately leads to engaged employees. Also, support among employees is increased through
appreciation that aids in completing the work in effectual manner. This aids in attaining the
business objectives in an effectual manner. Bhatnagar, (2007) in this regard has stated that
appreciation is one of the most cost effective approach of motivating employees and it helps
enhancing their commitment level as well. This leads to development of working culture where
employees put their extra effort for the organization. Hence, it is required to appreciate the
employees so that overall efficiency of company can be increased.
Beside this, Kular and et. al., (2008) has stated that company need to offer healthier and
safe working environment to employees in order to enlighten their engagement level. In this
context, Cartwright and Holmes, (2006) comment that if company thinks for welfare of
employees and then employees will also gradually support company. Considering this, company
must offer healthier working environment so that overall efficiency of employees can be
increased. It is one of the less aware fact that generally not been given more emphasized by
company and hence poor support from employees is attained. Also, it decreases the job
satisfaction level as well in short run (Truss and et. al., 2006). Therefore, it is required to offer
sound working environment in order to boost the commitment level of employees.
In the list of factor that influences employee engagement level, Govern and Petri (2012)
also added one crucial factors. They found that communication with employees also makes a
huge impact on the motivation of employees and ultimately affects employee engagement.
Armstrong, Brown and Reilly, (2011) stated that proper leadership and management style in also
one of the key concern for employees that affects the engagement if strict practice is followed.
Hence, it is required to follow participative style so that employees don’t feel burden and they
are able to include in decision making through which healthier relation is developed.
Additionally, it is required to delegate certain set of responsibilities to employees as well in order
to enhance its competency (Seijts and Crim, 2006). According to Harter, Schmidt and Hayes,
(2002), delegation aids in developing sense of authority in employees which is then fulfilled in
more precise manner. Also, it helps in removing extra burden from higher level officials. Hence,
the practice of delegation supports in engaging employees. Also, it supports in completing each
of the job role in desired manner.
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Apart from it, Little and Little, (2006) commented that company need to pay fairly to
employees in order to motivate them. In this context, company can offer compensation and
bonus to employees so that they can be influence for engaging.
3. To assess impact of employee engagement in Cherry Tree Coffee Shop and
Restaurant in Royal Marsden hospital in Sutton
Better staff engagement means
Better staff experiences
Better overall performance
Better financial performance
A positive impact
The study of Choy (2012) has determined that an employment engagement is the most
crucial and important aspects of business management which have direct impact on performance
as well as satisfaction level of the staff. In the context of hospitality or catering business, the
participation of staff in various business decisions regarding new product development and
improvement in service rendering process influences the satisfaction level of employees (Blyton
and Turnbull, 2004). Author further argued that the positive reaction of staff towards their overall
job circumstances such as supervisors, pay, coworkers, less absenteeism, etc. indicates high
satisfaction level among staff members.
Boella and Goss-Turner, (2013) evaluated that the positive impact of employee
engagement is also shown within the commitment of staff towards different job role and
responsibilities that lead positive outcomes to business entity. Further author argued that,
Commitment is being termed as a most important aspect of employee engagement. It is also
termed as an application of various new strategies while performing various job operations. It
develops over time and is an outcome of shared experiences (Understanding Employee
Engagement - Definition and its Origin, 2015). All these elements have direct impact over the
efficiency of workers and their participation in different job operations.
The research of Macey and Schneider, (2008) has found that by enhancing participation
of staff within various strategic business decisions, an organization is able to influence the
loyalty of staff. Employee loyalty for the organization creates a positive attitude about the
organization which can motivate employees to do better than expected by the company. This
approach has positive impact on employee performance and their productivity (Bakker and
10

Schaufeli, 2008). Therefore, it can be stated that a loyal workforce within the hospitality sector
plays important role for assessment of distinct needs of consumers or service user and supports
management while handling various crucial tasks and management decision as per the current
market trends.
As per the views of Meyer and Gagne (2008) it is stated that engagement of staff
influences them to provide creative and unique ideas associated with various business operations
through which management of the hospitality firm is able to apply new business strategies such
as development of new food products, service rendering process, application of latest marketing
tools etc. that have significant impact over personal and professional development of staff
member as per the current market trends.
4. To suggest different strategies to increase effectiveness of employee engagement at
Cherry Tree Coffee Shop and Restaurant in Royal Marsden in Sutton.
To improve staff engagement, is need to start by looking at the strengths and weaknesses
of Cherry Tree Coffee Shop and Restaurant in Royal Marsden hospital in Sutton against each of
the factors in the staff engagement model and then think about how can be address the weak
areas while maintaining or improving the strong areas.
How can I improve staff engagement?
Great management
and leadership
-which among other factors, includes visibility, accountability and
good communication, needs to run throughout the organization,
from the board, through to senior managers and as important, to first
line managers. If this flows in the best way it can ,both down and
back up through your management structure you will have one of the
key components of staff engagement in place.
Involvement in
decision making
Means making sure staff feel they have influence on the
direction of their work, changes made to working practices and other
decisions that affect patient care taken across the organization. This
process cannot be a one off exercise and to be most effective has to
include a circular process of consulting staff, acting on what they
say, asking staff about the consequences, making adjustments as
necessary and then consulting staff again.
The right training Needs to be identified and provided to suit the needs of both
11

and development individual staff and the organization over time. Through using the
principles of great management and leadership, together with
involvement in decision making, the organization as a whole will
more easily identify areas for development both in teams and for
individuals. This can help achieve a better quality of work for
colleagues.
Making every role
count
It is a crucial factor in aligning staff engagement with the vision and
aims of the organization itself. Each and every staff member has to
be enabled to understand how their role fits into the overall structure
of the organization.
A healthy, safe, work
environment
Needs to be provided and maintained so that staff have high levels of
health and well-being and feel protected and secure at work at all
times. Where this type of environment exists in your organization,
staff can work more effectively in their day to day jobs and will be
more receptive to the other key factors in the model.
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CHAPTER 3: RESEARCH METHODOLOGY
The chapter states about the research tool and technique which are applied for collecting
the primary and secondary data. This section gives a detailed justification of how the researcher
achieves the objectives (Flick, 2011). Methodology needs to be applied in effective manner. The
results are based on the methodology approach. Different types of data collection methods are to
be described. The sources of collection primary and secondary data will be described and the
purpose of using them will also be stated. For this study following research questions have been
established:
 How does excellent employee engagement influence employees within Cherry tree coffee
shop and restaurant in Royal Marsden hospital in Sutton?
 What are various tactics of employee engagement?
 How does employee participation affect organization's performance?
` It is expected that applied research tools and techniques will help in achieving the aims
and objectives of the research in best manner possible.
Research Philosophy
The philosophy is useful in developing more conceptual knowledge related to the subject.
It is considered to be one of the most important aspect while the course of the study. The
philosophy requires creation of relationship between the knowledge of the data (Forzano, 2011).
Generally there are three types of philosophies which includes positivism, interpretive and
pragmatism.
Under the positivism philosophy different types of hypothesis are developed through
taking into consideration the external environment. Under interpretative philosophy, the
characteristics of the public participation is determined by taking into consideration the social
and cultural environment (Goddard, W. and Melville, S., 2004). Under the pragmatism
philosophy, so many actual facts and figures are to be taken into consideration.
For this study positivism philosophy has been used. It is because this research requires
development of hypothesis. Further research questions are also developed. The researcher is
making efforts to find out the answers for the questions through using the positivism philosophy.
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Research design
Research design is considered as the initial layout of the study under which the
information related to performing the study is addressed. It act as the framework under which the
entire research is to be performed (Jackson, 2010). There are three types of designs which
includes exploratory, descriptive and explanatory.
Descriptive design is useful in answering questions such as what, when, how and where.
It is more related with a particular body, group, organization etc. Exploratory design is used
when there is a need to develop hypothesis related to the issue. Hypothesis are developed to fulfil
the aim and objectives of the research (McBurney and White, 2009). Explanatory research
design is useful when there is a need to establish cause and effect relationship.
For this study, exploratory design will be adopted because hypothesis are developed. The
subject of employee engagement has been explored by several researcher before. Through this
study, researcher is trying to add his contribution (Merriam, 2009). It is expected that something
new and valuable will be emerged from the investigation.
Data Collection
Data collection is the most crucial activity in the completion of the research. Data is of
two types which includes primary data and secondary data. Primary data is the first hand
information available from unpublished sources (Friese, 2012). It is collected by using
techniques like survey, questionnaire, direct observation, focus groups etc. Secondary data is the
information available from published sources. This type of information is not fresh and requires
proper filtration.
For this study, primary data has been collected from employees of Cherry tree Coffee
Shop and Restaurant in Royal Marsden hospital in Sutton by using the approach of
questionnaire. It will be a set of questions consisting of open ended and close ended questions
(McBurney and White, 2009). It is appropriate because it is very effective in collecting large
volume of ethical data and without any biasness.
On the other side, secondary data has been collected from sources such as books,
journals, newspaper, articles, internet etc. All the secondary data has been collected from valid
and authentic sources.
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Data Analysis
This section is related with analysing the data which has been collected from various
sources. There is a need to develop an effective data analysis plan. It can be regarded as the
process of applying the logical and statistical techniques in sequential manner for the purpose of
achieving the objectives (Olsen, 2011). For this research primary data has been collected from
employees of Cherry tree Coffee Shop and Restaurant in Royal Marsden hospital in Sutton by
using the approach of questionnaire. The collected data will be analysed by using graphs, figures
and tables. In this manner the findings will be presented with more justification and reasoning.
Ethical Consideration
Every researcher is required to follow the ethical framework while the course of the
study. With regard to this project, researcher has followed the following ethical issues:
 All the data will be collected from valid and authentic sources. There will be no
misrepresentation of facts and figures (Punch, 2009)
 Before initiating the questionnaire process, the related goal and objectives will be
communicated to the participants in appropriate manner
 Identity of the respondents will not be disclosed before taking their permission
 Researcher will try to avoid any kind of subjectivity and duplicity while the course of the
research
 No data will be taken directly from any source. Proper citation and referencing will be
done for all the used sources (Wright, 2010)
 Data Conspiracy has been taken as one of the major issue within a research. In that
context all the compiled information will be kept in secretive manner.
 The researcher has tried to maintain a very honest and unbiased approach while the entire
process
Research Limitations
Every study is confined with some limitations. These limitations are as follows
 Lack of time – It is one of the biggest issue in the completion of the research. It is a very
complex process and it requires to be completed with intelligence. The compiling and
filtration of the data takes lot of time. This can have an impact on the whole research
activities (Badke, 2012).
15

 Sample size – It is another constraint in the study. The sample size is to be chosen
through taking into consideration all the requirements. Selection of wrong sample size
may produce wrong results (Burns, 2008)
 Lack of content – Another thing which is required is to make good use of content. Lack
of appropriate content may hamper the quality of the study. Problems may also arise in
knowing the scope of analysis and size of the sample.
Sampling
Sampling is the process of identifying the representative sample for the research. With
the sampling, researcher is able to generalize the findings in fairly manner. It also saves the time
and cost for the research. In this manner more accurate findings can be achieved. There are
mainly two types of sampling techniques (Daniel and Sam, 2011). It includes probability and
non-probability sampling methods
For this research purposive sampling will be adopted which is a form of non-probability
technique. It is suitable for the research because it helps in selecting the sample on the basis of
judgement and interest. It is regarded as the desirable effort to derive the data from the wanted
sample (Olsen, 2011). For this study, data is to be collected from employees of Cherry tree
coffee shop and restaurant in Royal Marsden hospital in Sutton only. Hence the purposive
sampling is very suitable for the investigation.
Accessibility, reliability, validity and ethics
In the context of present research work, researcher will maintain reliability and validity of
data by considering valid and reliable sources of information that can provide authentic and
appropriate data as per the aim and objectives of the study. For collection of wide range data
related to employee engagement, researcher will consider both primary and secondary source
information (Daniel and Sam, 2011). In addition to that, investigator will maintain confidentiality
of data by following different ethical norms and software that will help the investigator for
maintaining the safety of personal information of participation. Investigator will always try to
avoid any kind of discrimination in data collection process. Further, it is crucial for NHS to
maintain confidentiality in recording the personal data of patients so that issues can be overcome.
Therefore, it is essential for the management of hospital to make effective ethics and reliability
so that personal information can be safeguarded.
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Questionnaire
Questionnaire for employees of Cherry Tree Coffee shop
Age
 20-25 year
 26-30 year
 31-35 year
 36-40 year
 Above 40
Experience in the organization
 0 – 5 years
 6 – 10 years
 10 – 15 years
 more than 15 years
Are you satisfied with the working conditions at Cherry Tree?
 Highly Satisfied
 Satisfied
 Dissatisfied
 Highly dissatisfied
Do you get the opportunities to showcase your talent?
 yes
 No
Are you getting rewards and incentives for your contribution?
 Yes
 No
Do you get recognition for your work at the Coffee Shop?
 Always
 Sometimes
 Never
Do you agree that your supervisors or seniors are supportive with you?
 Highly agree
 Agree
17

 Highly disagree
 Disagree
Do you feel valued for the work that you do?
 yes
 No
Does your company involves you in the decision making process?
 Always
 Sometimes
 Whenever required
 Never
Questionnaire for employees of Restaurant in Royal Marsden
Age
 20-25 year
 26-30 year
 31-35 year
 36-40 year
 above 40
Experience in the organization
 0 – 5 years
 6 – 10 years
 10 – 15 years
 more than 15 years
Are you satisfied with the working conditions at Restaurant?
 Highly Satisfied
 Satisfied
 Dissatisfied
 Highly dissatisfied
Do you get the opportunities to showcase your talent?
 yes
 No
18

Are you getting rewards and incentives for your contribution?
 Yes
 No
Do you get recognition for your work at the Restaurant?
 Always
 Sometimes
 Never
Do you agree that your supervisors or seniors are supportive with you?
 Highly agree
 Agree
 Highly disagree
 Disagree
Do you feel valued for the work that you do?
 yes
 No
Does your company involves you in the decision making process?
 Always
 Sometimes
 Whenever required
 Never
19

CHAPTER 4: DATA ANALYSIS
Findings from Coffee Shop
Statistics
Age Experien
ce in the
organiza
tion
Are you
satisfied
with the
working
condition
s at
Cherry
Tree?
Do you get
the
opportunitie
s to
showcase
your talent?
Are you
getting
rewards and
incentives
for your
contribution
?
Do you
get
recognitio
n for your
work at
the Coffee
Shop?
Do you
agree that
your
supervisor
s or
seniors are
supportive
with you?
Do
you
feel
value
d for
the
work
that
you
do?
Does
your
compan
y
involves
you in
the
decision
making
process?
N
Valid 15 15 15 15 15 15 15 15 15
Missin
g 0 0 0 0 0 0 0 0 0
Age
Frequency Percent Valid Percent Cumulative
Percent
Valid
20-25 year 5 33.3 33.3 33.3
26-30 year 5 33.3 33.3 66.7
31-35 year 3 20.0 20.0 86.7
36-40 year 1 6.7 6.7 93.3
Above 40 1 6.7 6.7 100.0
Total 15 100.0 100.0
Experience in the organization
20

Frequency Percent Valid Percent Cumulative
Percent
Valid
0 – 5 years 10 66.7 66.7 66.7
6 – 10 years 5 33.3 33.3 100.0
Total 15 100.0 100.0
Are you satisfied with the working conditions at Cherry Tree?
Frequency Percent Valid Percent Cumulative
Percent
Valid
Highly Satisfied 4 26.7 26.7 26.7
Satisfied 8 53.3 53.3 80.0
Dissatisfied 2 13.3 13.3 93.3
Highly dissatisfied 1 6.7 6.7 100.0
Total 15 100.0 100.0
Do you get the opportunities to showcase your talent?
Frequency Percent Valid Percent Cumulative
Percent
Valid
yes 12 80.0 80.0 80.0
no 3 20.0 20.0 100.0
Total 15 100.0 100.0
Are you getting rewards and incentives for your contribution?
Frequency Percent Valid Percent Cumulative
Percent
Valid
yes 13 86.7 86.7 86.7
no 2 13.3 13.3 100.0
Total 15 100.0 100.0
21

Do you get recognition for your work at the Coffee Shop?
Frequency Percent Valid Percent Cumulative
Percent
Valid
always 8 53.3 53.3 53.3
sometimes 4 26.7 26.7 80.0
Never 3 20.0 20.0 100.0
Total 15 100.0 100.0
Do you agree that your supervisors or seniors are supportive with you?
Frequency Percent Valid Percent Cumulative
Percent
Valid
highly agree 9 60.0 60.0 60.0
agree 5 33.3 33.3 93.3
highly disagree 1 6.7 6.7 100.0
Total 15 100.0 100.0
Do you feel valued for the work that you do?
Frequency Percent Valid Percent Cumulative
Percent
Valid
yes 7 46.7 46.7 46.7
no 8 53.3 53.3 100.0
Total 15 100.0 100.0
Does your company involves you in the decision making process?
Frequency Percent Valid Percent Cumulative
Percent
Valid always 5 33.3 33.3 33.3
sometimes 2 13.3 13.3 46.7
whenever required 8 53.3 53.3 100.0
22

Total 15 100.0 100.0
Findings from Restaurant
Statistics
ag
e
Experienc
e in the
organizati
on
Are you
satisfied
with the
working
conditio
ns at
restaura
nt?
Do you
get the
opportunit
ies to
showcase
your
talent?
Are you
getting
rewards
and
incentives
for your
contributi
on?
Do you
get
recogniti
on for
your
work at
the
restauran
t?
Do you
agree
that your
supervis
ors or
seniors
are
supporti
ve with
you?
Do
you
feel
value
d for
the
work
that
you
do?
Does
your
compa
ny
involve
s you
in the
decisio
n
making
process
?
N
Valid 15 15 15 15 15 15 15 15 15
Missi
ng 0 0 0 0 0 0 0 0 0
age
Frequency Percent Valid Percent Cumulative
Percent
Valid
20-25 year 4 26.7 26.7 26.7
26-30 year 6 40.0 40.0 66.7
31-35 year 2 13.3 13.3 80.0
36-40 year 2 13.3 13.3 93.3
Above 40 1 6.7 6.7 100.0
Total 15 100.0 100.0
Experience in the organization
Frequency Percent Valid Percent Cumulative
Percent
Valid 0 – 5 years 8 53.3 53.3 53.3
6 – 10 years 6 40.0 40.0 93.3
10 – 15 years 1 6.7 6.7 100.0
23

Total 15 100.0 100.0
Are you satisfied with the working conditions at restaurant?
Frequency Percent Valid Percent Cumulative
Percent
Valid
Highly Satisfied 3 20.0 20.0 20.0
Satisfied 2 13.3 13.3 33.3
Dissatisfied 7 46.7 46.7 80.0
Highly dissatisfied 3 20.0 20.0 100.0
Total 15 100.0 100.0
Do you get the opportunities to showcase your talent?
Frequency Percent Valid Percent Cumulative
Percent
Valid
yes 7 46.7 46.7 46.7
No 8 53.3 53.3 100.0
Total 15 100.0 100.0
Are you getting rewards and incentives for your contribution?
Frequency Percent Valid Percent Cumulative
Percent
Valid
yes 5 33.3 33.3 33.3
no 10 66.7 66.7 100.0
Total 15 100.0 100.0
Do you get recognition for your work at the restaurant?
Frequency Percent Valid Percent Cumulative
Percent
Valid
always 1 6.7 6.7 6.7
sometimes 7 46.7 46.7 53.3
never 7 46.7 46.7 100.0
Total 15 100.0 100.0
Do you agree that your supervisors or seniors are supportive with you?
24

Frequency Percent Valid Percent Cumulative
Percent
Valid
highly agree 1 6.7 6.7 6.7
Agree 2 13.3 13.3 20.0
Highly disagree 7 46.7 46.7 66.7
Disagree 5 33.3 33.3 100.0
Total 15 100.0 100.0
Do you feel valued for the work that you do?
Frequency Percent Valid Percent Cumulative
Percent
Valid
yes 3 20.0 20.0 20.0
no 12 80.0 80.0 100.0
Total 15 100.0 100.0
Does your company involves you in the decision making process?
Frequency Percent Valid Percent Cumulative
Percent
Valid
always 1 6.7 6.7 6.7
sometimes 5 33.3 33.3 40.0
whenever required 3 20.0 20.0 60.0
never 6 40.0 40.0 100.0
Total 15 100.0 100.0
Interpretation of the findings
Cherry Tree Coffee Shop
25

The above graph shows the age distribution of the sample respondents. It can be
interpreted that most of the employees at the Coffee Shop are between 20-30 age group. It means
most of them are young and energetic.
The above bar graph discloses the experience of the sample respondents at the coffee
shop. It can be interpreted that most of the employees at the coffee shop holds more than 5 years
of experience. This shows that rate of employee engagement is quite higher in case of Cherry
Tree Shop
26

The above graphs shows the satisfaction of the sample respondents related to working
conditions at the Coffee shop. From the findings it can be interpreted that majority of the
respondents are satisfied with the conditions. It is evident from the fact that working
environment at the shop is very warm and friendly. The café is very popular among the young
crowd. It makes the customers happy and satisfied from the services
The purpose of the researcher was to know whether employees get adequate opportunities
to showcase their talent. On getting the responses it was realized, coffee shop gives good amount
27

of opportunities to its employees. It is evident from the fact that Cherry Tree has developed a
program under which every month a “star performer” is selected. It is a great strategy for giving
opportunities to the staff members.
From the above findings it can be interpreted that employees at the Coffee Shop are
getting rewards and incentives for their contribution. It means the company values its employees
in good manner. It is evident from the fact that Café practices performance management. For a
stipulated time period efforts of the employees are measured and evaluated. The rewards are
decided accordingly. It makes them happy and satisfied
28

The sample respondents were asked whether they get recognition for their work. The
results showed that 53% stated always, 26% stated sometimes and 20% stated never. Here very
mixed amount of responses were gathered. However things cannot be denied that Café is making
really good efforts to motivate and engage its employees.
The sample respondents were asked whether they feel valued for the work that has been
done by them. From the findings very mixed amount of responses were gathered. Some of them
29

have said yes and some of them have said no. It is evident from the fact that workers at the
Cherry Tree are effectively valued for their contribution. Different types of performance
management programs have been established by the café for its workers.
The purpose of the researcher was to find out whether their company involves them in the
process of decision making or not. On getting the responses it was derived that employees are
involved whenever there is a need from the side of management. Although it is good that
workers cannot be involved always within the decisions. Their suggestions can be taken when
there is a need. It might be possible that some of the views can prove to be valuable.
Findings from restaurant in Royal Marsden hospital
30

The above pie chart shows the age distribution of the sample respondents. The findings
showed that majority of the respondents are of young age. It means the employees at the
restaurant are of young age. However the restaurant is situated in a hospital.
The above graph shows the experience of the sample population working at the
restaurant. From the findings it can be interpreted that 53% of the employees have 0-5 years of
experience, 40% are having 6-10 years of experience and 6.67% are having 10-15 years of
experience. This shows that engagement rate of employees at the company is good.
31

The purpose of the researcher was to know whether the sample respondents are satisfied
with the working conditions at the restaurant or not. From the findings it can be interpreted that
40% of them are dissatisfied, 20% of them are highly dissatisfied, another 20% are highly
satisfied and rest 13% are satisfied. It is evident from the fact that customers are little dissatisfied
with the environment at the restaurant. Similar is the case with the staff members as the
atmosphere is not happening and intriguing. The environment of a restaurant is required to be
very cordial and formal.
32

The purpose of the researcher was to know whether the employees get enough
opportunities for showcasing their talent or not. From the findings it can be interpreted that
majority of the employees does not enough opportunities for displaying their talent. It shows that
restaurant in Royal Marsden hospital fails to make good use of talent of its employees. There are
not adequate opportunities because there have been conflicts between the management people.
The authorities have not been assigned properly due to which the employees are affecting.
33

The purpose of the researcher was to know whether employees are getting recognition for
the work which is done at the restaurant. From the findings it can be interpreted that very mixed
amount of responses were gathered from the participants. 46% of the sample stated sometimes,
47% of them stated never and rest of them stated always. From this it can be interpreted that
employees at the restaurant does not get appropriate recognition for the work they do. It is
evident from the fact that restaurant suffers from poor human resource management. They key
people in the human resource department are not been able to design the strategies for its staff in
proper manner. That is the reason they are facing such issues.
The purpose of the researcher was to know whether employees are getting rewards and
incentives for the contribution or not. On getting the responses it was derived that 66% of the
sample said no and rest of them said yes. From this it can be interpreted that restaurant is not
concerned about its staff members. Rewards and incentives are the biggest motivators for the
individuals. In the absence of them, it can be really difficult for them to do hard work. They
expect something in return for the contribution that they make towards the business goals and
objectives. Hence it is important that these things should be present for the staff.
34

The sample respondents were asked whether their supervisors or seniors are supportive
with them or not. The responses showed that 46% stated agree, 33% stated disagree, 13% stated
agree and rest of them stated agree. From this it can be interpreted that seniors at the restaurant
are not supportive with the employees. It is evident from the fact that the environment at the
place is not supportive. Juniors are not been able to communicate with their seniors
appropriately. It is not good from the business point of view for the company.
35

The respondents were asked whether they are valued for the work they do or not. The
responses showed that 80% of the sample stated yes and rest of them stated no. From this it can
be interpreted that employees are not satisfied with the attitude of the management. It is evident
from the fact that workers must appreciation for their contribution. Management need to focus on
increasing the importance of its staff within the company. There is a lack of motivation and they
are inspired to contribute for the business.
The purpose of the researcher was to find out whether their company involves them in the
process of decision making or not. The responses showed that 40% stated never, 20% stated
whenever required, 33% stated sometimes and 6% stated always. This sows that Restaurant has
never adopted the approach of participative style of management. The staff members have not
been involved and this is the reason they are feeling the disappointment.
Summary of the findings
From the above data analysis following things can be summarized:
 Employees of cherry tree coffee shop are more satisfied as compared to the employees of
restaurant in Royal Marsden hospital
36

 Coffee shop has more focus on engaging its employees in effective manner while on the
other side restaurant is facing troubles in it.
 The seniors and supervisors at coffee shop are supportive whereas this type of support is
not taken by the employees at the restaurant.
 Restaurant is required to improve the employee engagement approaches of Restaurant.
 The employees at the restaurant are not supportive and this is hampering their work
environment.
 Methods such as rewards, recognition, appraisal and incentives can be used for employee
motivation,
 High focus is to be given on the financial rewards because they are the biggest motivating
factors for the staff members.
 It can also be concluded that employees are those assets which cannot be ignored. Their
contribution is very valuable hence they should be remain motivated all the time.
37

CHAPTER 5: CONCLUSION AND RECOMMENDATION
Conclusion
From the above study it can be concluded that process of employee engagement is based
on trust, integrity and mutual communication between the organization and its members. It is an
approach which can increase the chances of success within the business. This aspect is having a
direct impact on the performance of the employees. They feel motivated and committed if they
are given proper opportunities and platforms to show their talent. It has to be considered that
people also expect something valuable from the company for the contribution that they give to
the business. Problems like absenteeism, low efficiency, low productivity, lack of motivation etc.
can be ignored if process of employee engagement is practiced in best manner. It can also be
concluded that involvement in decision making provides an opportunity to staff for influencing
their own direction of work while performing different job role and responsibilities. It is
important for the organization to measure level of employee engagement so that improvements
within the business can be made on constant level. It is also essential that skilled employees are
to be retained for a long period of time through this process.
Recommendation
Following recommendations can be made with regard to the above research:
 It is recommended that restaurant in Royal Marsden hospital must focus on engaging its
employees by using different approaches
 They should focus on performance management so that they will be able to know the
performance gaps within their staff
 There is a need to give value for the contribution of the employees. It can be done by
awarding them with the rewards and incentives.
 It is also required that employees must be involved in the decision making process. Their
views and opinions can be taken and implemented if it is useful.
 Training and developed must be of high standard which can improve the performance of
the employees. Opportunities for career development must also be given to them.
38

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