Name: Quenzell Roberts Date: 11/15/23 Course: Leadership and Team Building Instructor: Mary Sanders 4-1 Case Study: McDaniel's Burgers I think the overall changes that Burger Business made for McDaniel's was positive changes and I believe it was a good investment. When they initially made changes, I don't think they actually did their research on their clientele and studied their target audience. They focused more on productivity and making money then what the customers actually value. The first thing they did was try to reduce their product cost by getting rid of items that were barely ordered like sauerkraut and anchovies. The next thing was they broke up the way customers order into stations. I know their goal was to increase customer satisfaction but however I don't think they done their research to under the customers wants. McDaniel's Burgers pride themselves in making in making personalized burgers to fit all customers taste buds which is the theory I found while reading (Bauer, T. 2019). There population was increasing so business started to increase more there was more traffic and longer waits for food orders. Burger Business had good intentions when making certain decisions to change the dynamic of McDaniel's Burgers. However, I feel as though they did not study the restaurant enough before making changes. Bauer stated "over time, the profits for McDaniel's Burgers were not very high. Moreover, employee retention was at an all-time low. However, executives felt they could replace workers, because the task was so simple" (Bauer, T. 2019). I would have consulted with the workers and asked them what can be done in order to feel appreciated and what are some things that needed to be changed. Employee satisfaction is important in the workplace because they can become more engaged, helping them contribute to the company's success (What Is Employee Satisfaction and Why Is It Important?
2022). This also helps with turnover and costs for funding the recruitment and training process to hire new employees. There first mistake was not acknowledging employee dissatisfaction since they are the glue that makes the company run. The classical theory that McDaniel's Burgers displayed is being known for their different stations they had for customers choice of burgers. It sets the standard for the restaurant on how they operate and cater to their customers by focusing on their wants and needs. A theory that would properly help Burger Business is the Frederick Herzberg's Motivation-Hygiene Theory. This Theory states "motivation on the job should lead to satisfied workers, but he theorized that satisfaction and dissatisfaction were not opposite ends of one continuum" (Bauer, T. 2019). I think a great way to improve communication between the customers and employees is to do customer satisfaction surveys. Customer satisfaction surveys help you understand what is working across your business and what isn't, giving you the opportunity to improve on the negative and double down on the positive (Nicholas & Nicholas, 2023). Customer satisfaction surveys helps you understand what is working for your business and what