Question

Jill manages a fast food restaurant. One day, while sitting in the restaurant taking her break, she hears a group of customers complaining about how slow the service has been getting and that they may have to stop eating there. Which of the following is the most effective control action Jill can take to resolve the problem?
1. She can simply take the customers' word for it and discipline her employees.
2. She can fire all the employees and hire new ones.
3. She can watch her employees work to determine the cause of the problem and then respond appropriately.
4. She can speed up the service by doing all the work herself.
5. She can offer her employees incentives to speed up their work.

Answer 1

Answer:

3) She can watch her employees work to determine the cause of the problem and then respond appropriately.

Explanation:

The proper thing for Jill to do is observe how her employees actually work, or if possible get someone else to observe how clients are being served in her restaurant. Maybe her employees will try harder if they see her around, so the information that she collects will not be valid for the time when she is not around. That is why using someone unknown to their workers might result in more realistic information.

Then after she has all the necessary information, then she should act accordingly. Maybe those clients just like to complain a lot or maybe they were right and some things must be corrected.