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CASE STUDY Pride-Building at Aramark Aramark, a leader in professional services head Employees who had perfect attendance over quartered in Philadelphia, has approximately a sixmonth period or who turned in a wollet or 270,000 employees serving clients in twenty two pocketbook countries,50 Aramark wanted to better motivate its rewarded with o day off with pay. Workers in the employees who clean airplanes for Delta and "Top Crew of the Month" were rewarded with filled with cash and credit cards were Southwest Airlines. Turnover of the low paid stoff movie passes, telephone calling of largely immigrant employees once exceeded 100 percent a year. Morale was low, and wallets and other valuoble i planes had a tendency to disappear bucks." Turnover fell to 12 percent amazing for jobs that pay only minimum woge to start. And crews started to recover large amounts of money from the airplanes, returning to passen per year tems that passengers left on To turn things around, Aramark manager Roy gers some 250 lost wallets with more than Pelaez believed that he had to break some rules $50,000 in cash. to gel employees to feel motivated. "Managers are not supposed to get involved with the per increase Aramark's revenue in this area from sonal problems of their employees, but I take the $5 million to $14 million. 52 Since 1998, pro opposite view," he says. "Any problem that affects grams such as these have helped Aramark con- the employee will eventually affect your account. sistently rank os one of the top three most If you take care of the employees, they will take admired companies in its industry in Fortune care of you and your customer." Besides the typi magazine's list of "America's Most Admired cal "Employee of the Month" recognition pro Companies grams, he brought in an English-language teacher to tutor employees twice a week on their own Questions: time, added Friday citizenship classes to help1. What motivation theories apply to the workers employees become U.S. citizens, and arranged at Aramark? for certified babysitters subsidized by government 2. If you were the manager of these employees, rograms to keep single mothers showing up for what would you do to motivate them? Be hon- work. He even created a small computer lab with est regarding your personal management three used computers so that employees could style and beliefs rather than trying to be like train each other in word processing and spread Roy Pelaez. sheets. "All of these things are important, because 3. What are some possible barriers to the effec- we want employees who really feel connected to tiveness of your motivation ideas? What could the company." says Pelaez. n five years, Pelaez's efforts helped t you do to overcome them