I was thinking about this scenario the other day, and it
really tells the culture of the organization. By the way, the case is strictly fictional, but I’m sure it
could happen.
Let’s say we have a fast-food restaurant chain. The policy of the organization is that
every employee is to get a 15-minute break during each shift. One manager, let’s call him Bob, was so
interested in productivity that he often forget to give his people their break. Consequently, some employees
complained, and he got in trouble.
So, what did the company do? They made a rule that each manager should set a specific
schedule for each employee, and make sure that they took their breaks at the
required time. In other words,
because of the problem with Bob, they decided that they couldn’t trust their managers
in this particular area.
One day, Pam was just about ready to go on break at her
scheduled time when she saw a bus drive into the parking lot. But, abiding by the rules, she shut
down her cash register and went on break.
Anyone want to guess how the customer service might have
been for that bus group?
