Republic of the Philippines

SOUTHERN LEYTE STATE UNIVERSITY SAN JUAN

San Juan, Southern Leyte
GRADUATE STUDIES
San Juan External Learning Center
Answer Sheet :
Instructor
:

MM 507 Case Study, Summer AY 2014-2015

John Z Brodeth

Name : Riza Mae B. Fortuna

Course &Year : Master in Management 1

May 17, 2015

Instructions: Be brief & direct. 2 pages max. Total 60pts.PrintA4 Arial font 10.
Jamal is currently employed as Food Service Crew in one of the leading fast food chain in Cebu City. He is
punctual and hardworking and deserves to be called the ideal employee. He is known to his peers and
supervisor as being polite and very accommodating to customers need. In an unexpected incident, Jamal
reported for work 15 minutes late from his regular schedule and he was terribly disturbed and could not
concentrate with his work because some service crew members were giving him a dirty finger and cold
stare. Furthermore, a cup and saucer accidentally fell of the floor and broke while washing the dishes, he
had a short verbal disagreement with his fellow service crew member due to the delay in serving the food;
and lastly, for failure to greet a customer by saying, Good morning mam/sir! Welcome to Hungry Burgers
Busoog!, a standard procedure which the company value very much. Unknown to everyone, Jamal had
an altercation the night before with Amelia, his co-worker and girlfriend for 10 years, which eventually lead
them to separate ways.
Analysis :
11. The incident was brought to your attention and being the immediate Supervisor what course
of action will you take to resolve the problem in order to maintain discipline, increase
productivity and instill appropriate motivation. 10pt
Fast food supervisors have many roles, among them handling customers, employees and
paperwork in the office and perform adequately in the administrative role.. But by far the biggest challenge
as being a fast food supervisor is to address customer complaints, resolve conflicts between employees
and propose solutions. The supervisor must help the employees work as a team, serving food as quickly
as possible. If I were the supervisor. I will first communicate to my employee. Ask each one of them to
explain why and how it happens and have an assessment. I will allow each employee to explain his side
and rebut if necessary. Next, the best thing to do it to cousel employees especially reminds them the
mission, visions and the goals of the organization. Suppose the fast-food has already its sets of guidelines,
then necessary disciplinary actions should be taken. Depending on what is stated in the company policies,
appropriate action should be given to the employee including Jamal. Lastly, it is my duty to encourage
respect. It is best if one should be promoting respect and have a restpectful workplace and develop a
workplace environment where colleagues support one another, work in teams and set collective goals.
Don't allow bullying or manipulative behavior, and address this kind of trouble the first time you see it.
12. How are you going to communicate to your employees the following issues and concern30pt
a. The values of the organization that employees should be courteous and polite at all
times;
b. The interpersonal relationship, proper behavior and work attitudes among the
service crew member in order to maintain a desirable and harmonious working
environment ;
c. The importance of building trust and confidence with your employees and for them
to be highly motivated.

The best thing to communicate to the employees is not through written or spoken words but rather
than in actions. For me to be able to effectively address each issues I should set myself as a good
example for everyone so that others will notice, learn and copy.

a. Leading by example is the key to achieve this. As a supervisor it is important to maintain

professional attitude at work. As a supervisor, he/ she should be aware of the etiquette and manners place
you are in. One should show respect and graciousness to your boss and to your coworkers at all times.
Respond to the situation appropriate. People will remember it and return the favor. Also, offer to take on
extra responsibilities whenever you are sure you will be able to handle the extra work. Demonstrate
sincerity. Be gentle, not forceful or insistent. Keep confidentiality.
b. To have this, an supervisor must have a good employee-to-employee relationship. The can be
achieve through having a good interpersonal skill. To ensure that they always at their best behavior a
supervisor must constantly communicate and always motivate them. A supervisor must always recognize
them for a job well done; give them a feeling of job security. Also, make them part of a team, make them
participate in decision-making, develop talents and skills and help them with their personal problems.
Discourage them to be in conflict rather encouraging them to think, "We are a team" or "we are one". Once
employees are motivated it is expected that they will perform their task effectively and likely to be efficient
worker and have a harmonious workplace.
c. To build trust and confidence, I should be a good listener and ensure a good communication,
always tell the truth, share good and bad information between all levels of organization, encourage
creativity, foster talents, allows disagreement without negative repercussions, maintain integrity, make
decisions that are fair and consistent. To maintain their trust, it is good to reward value added activity,
should say things in should say things a nice manner, and be consistent, reward pro trust behaviors, and
punish breaches of trust and always be honest.
13. What do you think was the most stressful event that had happened to Jamal and why do you
consider the same as stressful?10pt
The most stressful event that had happened to Jamal is his altercation the night before with Amelia
which leads them to separate ways. It is stressful as it shows in his actions. His entire work
performance was affected. Proof to it is his job performance. First, he came to work late (Time
Management issues) which is not his nature. Second, his is destructed and lack in focus and has
inability to concentrate. Third his overall work performance is not satisfying.
14. What solution(s) do you suggest in order to resolve the stressful experience of Jamal.10pt
If I were to advise Jamal, I will tell him It is not his work performance is the problem but rather it is
just a result of the very root of his problem. What I will do to him is I will share to him the effective
ways in problem solving as what i have learned in our previous subject (MM 501 - Principles and
Theories of Management). I will share to him the 8 logical steps in problem solving which are
identifying the problem/s, gathering data and facts, analyzing, generating alternatives or generating
possible solutions, identifying / analyzing the solutions, selecting the best solution, implementing,
evaluating and learning. For me, I don't really need to know the exact details of his problem and it is
not really my duty to know it. Infact, if there is one person who can help Jamal it is himself alone. But
what I give to him can surely help him solve his problem.