orgs midterm

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York University *

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2100

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Management

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Feb 20, 2024

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pdf

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ORGS2100 Midterm KeXin (Alice) Zhou October 26th, 2020 1. Starbucks is trying to increase the efficiency and productivity of its baristas. They would like the baristas to reduce the time it takes to make each drink by 5 seconds, and they would also like to re-examine how the drink preparation area is set-up (location of espresso machine, sink, mixers, etc.) so as to increase drink-making efficiency. To do this, Starbucks is very carefully measuring each step in how baristas make drinks in order to build a quantitative dataset to inform possible changes. In thinking about the different historical approaches to management, what approach to management is Starbucks using to increase the efficiency and productivity of its baristas? Do you think their approach will be effective? How would Starbucks utilize the other two historical approaches to management to improve their attempt to increase the efficiency and productivity of baristas? In this case, Starbucks uses the classical approach to management in order to increase the efficiency and productivity of its baristas. Specifically, Starbucks seeks to measure management by objectives based on the result of the baristas’ job performances. Management has measured each step during the drink-making process and built a quantitative dataset to analyze trends of the process. Thus, the analysis and management approach is conducted based on the evaluation of the time that the baristas make the drinks and the preparation set-up, which is the measurement of specific performance goals. Although the traditional approach of management by objectives is used to assess the final result, it is neglecting the performance behaviours of the baristas. The traditional approach will be not too effective for a service-line company since it does not incorporate the behavioural aspects of the baristas. With that said, baristas that perform citizenship behaviour will further contribute to Starbucks and increase job performance and efficiencies at making the drinks. With that in mind, the behaviour approach will be more effective since it incorporates behaviour performance aspects when assessing job performances. In this approach, the baristas are likely to receive social recognition, which significantly increases job performance by 16% (reference to the lecture slides). For the last management strategy, the contingency approach will increase the baristas’ productivity as well by actively updating its management techniques to match new industrial trends. 2. What else do good performers contribute to organizations in addition to task performance? Please supplement your answers with examples. In addition to task performance, outstanding performers contribute to organizations through interpersonal and organizational citizenship behaviours. The citizenship behaviours outline commitments to the organization on top of the job requirements in manners that improves the work environment. To demonstrate interpersonal citizenship behaviours, employees express courtesy by sharing relevant announcements and events with other co-workers to maintain a collaborative working environment. Similarly, employees with citizenship behaviours will display sportsmanship, which describes the encouraging and positive attitudes between group members. With that in mind, citizenship behaviour
incorporates voluntary activities that enrich the inclusive environment for individuals to feel comfortable within the work environment. An example of a junior associate with interpersonal citizenship behaviour will be helpful to guide a marketing intern that has just arrived at the company. The junior associate will be respectful of the intern’s ideas and assist the intern in difficult tasks. On the other hand, the intern will conduct citizenship behaviours by actively participating in meetings and providing innovative suggestions to improve marketing operations. Undoubtedly, good performances will not only contribute in terms of intellectual capital, but also have a sense of duty to enrich the team environment. 3. You wake up and feel like you have gotten up on the “wrong side of bed” as you are in a terrible mood. You then head to work. How will your mood likely impact (a) your job satisfaction and (b) ability to achieve productivity and s at work today? Further, drawing upon affective events theory, what could you do to turn this day around? In a terrible mood, it is highly likely that the individual will experience low productivity and conduct psychological withdrawal behaviour. With that said, the low mood will cause fluctuations in the individual’s emotions within the workday and decrease overall job satisfaction. Job satisfaction defines the pleasurable emotional state that employees experience when completing their responsibilities. When the individual is in a bad mood, the personal emotions will impact work attitudes and behaviours in a negative manner since emotions and work behaviours are directly correlated. Thus, the job satisfaction will be low for the individual due to the poor emotional state. Along with low job satisfaction, a bad mood directly reduces productivity and flow at work. The negative mood indicates low activation and inactive behaviours. The individual will experience disengagement, unpleasantness and sluggish attitudes towards work. With these emotions, it directly causes the individual to experience psychological and physical withdrawal behaviour including taking multiple breaks that decreases productivity significantly. The affective events theory draws correlations between the positivity or the negativity of events with the effect it has on job satisfaction. In order to turn this day around, the individual will have to conduct emotional labour to manage personal emotions and adjust in order to successfully complete job requirements. The individual will be responsible to reassess his or her emotional state and reposition his psychological condition to offer positivity and value towards the company goals. 4. Assume the culture of your country is highly individualistic, low power distance, low uncertainty avoidance, masculine, and short-term oriented. If you were to explain to an expatriate what it means to be a good employee in your country culture. What would you tell him or her based on your understanding of 5 dimensions of Hofstede’s culture research? Please discuss the different aspects of these cultural dimensions and supplement your answer with at least one example for each dimension. To explain to the expatriate, the specific country’s culture is relatively reserved in terms of personal aspects and inclusive for a variety of individuals. To begin, high individualism is defined to have a loose-knit social network, meaning that individuals are
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