As the CEO of Crispy Foods, a family business establishment, which has been in operation for 15 years now, and counting, I am going to focus on Lambert’s series, specifically, season 3 episode 5 from the Under Cover Boss. I want to relate the business operations with the reality show so as to see the staff NIL the representation. The mission of the business is ‘Offer a Juicy Taste’, with the vision of ‘Be the Best’. In this episode, I took an undercover task, with an Alias name, Marcus.
The objective of my going undercover was to see for myself, the standard of customer service that each employee is offering to our esteemed clients, to see whether the staff is performing their respective assigned jobs as per the description. Also, I wanted to find out if the employees are not following the rules and regulations of the company’s brand in a way which is not appropriate. I took a comprehensive study in four of our locations to see the daily operations of the business. I am going to assess the following two positions that I came across Delivery Driver and the cashier.
Job Positions
Delivery Driver: the responsibilities include taking the product to the clients stipulated location, with accordance to the laws (Bohlander, 2010, p. 48). The person has to respectful, well-mannered, and act as a good ambassador Crispy Foods with a lot of positive professionalism. Aaron, Jim, Cathy, and Jake are the delivery people (drivers) who I dealt with in the four respective locations. Entirely in the process, I got to see and was involved in the process.
The first thing to do was take the ticket; cross references the order with the text message sent to the customer then give the order to the customer. Aaron just left without saying thank you. The next session that I had with Cathy, Jim and Jake were more or less similar to what Aaron did. Though here was the difference in that there were some signs of not being courteous especially after giving the delivery, for example, Cathy just left without telling the clients to keep on making orders through Crispy Foods. Regardless of this, the general way the drivers handled themselves was with a rating of five out of ten.
Cashier: he or she should bear the responsibility of receiving payment, be it cash, credit cards, debit cards and or vouchers. He or she should issue the customer with receipts after making an order, resolve the complaints by the customers, take record of cash at the beginning of shifts, and answer the customers’ queries, and offer information and guidelines. Besides, Crispy Foods demands that the person has to be courteous, resilient communication ability, skills in sales, keen to detail, and customer- satisfaction objected and this is seen from the episodes.
I had a one on one interview with the cashiers in the different locations and it through these that I learnt of how they carry out their roles from the moment the client want to place and order, the billing and issuance with a receipt. In one of the locations, I had a chance to see how the cashier carried out her responsibility.
The analysis and the job descriptions if compared what has been stipulated in the federal law, it is clear that they abide fully and as per se, the staff is performing their duties in the line with the labor laws. As the CEO, and the policies of operation in line with the Human Resource department, we are ethically elevated to ensure that they employees are well taken, and this is relevant to the given scenes in the episode. As Deb (2006), “there is a need for complaint so as to address the concern of the employees (p. 78)”.At Crispy Foods, we have enacted this notion. (Lambert, 2010)
Reference
Deb, T. (2006). Strategic Approach to Human Resource Management. Atlantic Publishers & Dis.
George W. Bohlander, S. S. (2010). Managing Human Resources. Cengage Learning.
Lambert, S. (Director). (2010). Undercover Boss [Motion Picture].
