Question

Principle of management

Inside MindTap, Chapter 2, are various "company videos". Go specifically to the company video "Barcelona Restaurants" and answer the following questions.

After answering the questions, please also comment on 2 other student postings. When you respond to other students do not say "I agree" or something simple. You are needing substantial commentary on their answers. Feel free to politely disagree, and enjoy the discussion between peers.

You are required to make a substantial post before being able to see other student postings. Do not post a "blank" or simple posting, with plans to later edit that posting (so you can see other student answers). It shows your instructor all of your original posts before editing, and you will earn a 0 on your assignment for doing that.

DISCUSSION QUESTIONS:

1. What did the entrepreneurs say about "brainpower" in the video? There was a comment by both managers involving "disagreement", and how many brains are involved in running their business. Summarize their feelings, and then state whether you agree or disagree with this. Why or why not? When it is more appropriate to have highly structured process and procedure in running a restaurant?

2. Have you ever experienced highly structured management styles? Did you like it, or not? For example, I (Todd, your instructor) managed a call center where agents were required to say, exactly, "Customer Service, this is Todd, may I have your account number please?" as their greeting. They were also required to say, verbatim, "Thank you for calling BankName, good-bye." If they varied from this structure, they were scored lower on their call ratings. This helped the bank show the same service to all customers, in the minds of the managers. We also had very specific ways to access the phone, take breaks, and so on. This is an example of high structure, and I am not saying it was good or bad. Do you have examples of "very high" or "very low" structure to share? Relate it to the video.

3. The manager in the video disagrees with a very common customer service philosophy. What does he say he disagrees with? Do you agree with his statement, why why not?

Topic

Answer 1

1. In the video, the entrepreneurs emphasized the importance of brainpower and collaboration in running their businesses. They mentioned that they encourage disagreement and different perspectives to make better decisions. They also mentioned that they have a team of managers who work together to make decisions and solve problems. I agree with their approach as I believe that diverse perspectives and collaboration can lead to better decision-making and problem-solving. Highly structured processes and procedures may be more appropriate in running a restaurant when it comes to food safety, sanitation, and customer service standards.

2. Highly structured management styles can be beneficial in some situations, such as in industries where quality control and consistency are essential. In the case of the call center example provided by the instructor, having a standardized greeting and closing may help ensure that all customers receive the same level of service. However, too much structure can also stifle creativity and innovation, which can be detrimental to a business. In the case of the Barcelona Restaurants video, the entrepreneurs seem to strike a balance between structure and flexibility by encouraging collaboration and diverse perspectives.

3. The manager in the video disagrees with the common customer service philosophy of "the customer is always right." He argues that customers are not always right and that it is important to stand up for what you believe in as a business. While I understand his point of view, I believe that customer satisfaction should be a top priority for any business. However, this does not mean that customers are always right, but rather that their concerns and feedback should be taken seriously and addressed respectfully and professionally. In the end, a business needs to find a balance between meeting customer needs and standing by its values and principles.

Comment on other student postings:

1. I agree with the first student's response that highly structured processes and procedures may be more appropriate in areas such as food safety, sanitation, and customer service standards. However, I also believe that it is important to strike a balance between structure and flexibility to foster creativity and innovation. In the case of the Barcelona Restaurants video, the entrepreneurs seem to have found a good balance by encouraging collaboration and diverse perspectives.

2. I appreciate the second student's personal experience with highly structured management styles in a call center. While structure can be beneficial in some situations, it can also stifle creativity and innovation. In the case of the Barcelona Restaurants video, the entrepreneurs seem to have found a good balance by encouraging collaboration and diverse perspectives. Businesses need to find a balance between structure and flexibility to meet their goals and values.