Decision Round 8 Teams Topics: Types of teams Self-managed Teams Team Effectiveness Model. Team Processes Recently you reviewed the allocation of tasks and design of the jobs in the Bar Department. This resulted in you applying the Job Characteristics Model to the design of the jobs by enriching the jobs. Firstly, you broadened the scope (horizontal) of the jobs by combining three jobs into one, thus increasing skill variety, task identity and task significance. Then you devolved some of the management functions of planning and control into the job by including cash and till reconciliation and monitoring of customer satisfaction. This increased autonomy and feedback from the job. You described the staff arrangement as a shift team that undertook all the duties and tasks required to ensure the provision of the products in an effective and an efficient manner and increasing the flexibility of the staff and the level of customer service. The teams have been operating well under Leanne's management and are working together to solve problems that arise during the shift and accomplish the assigned tasks. There has been a decrease in absenteeism and staff turnover and Leanne has been able to concentrate on providing leadership and motivating the team members to high levels of performance. In terms of Tuckman's model, the shift team is at the 'performing' stage. As a further part of the development of Leanne, you want the her to join a skunkworks established by your EXCOM to identify targets for acquisition, i.e. other pubs in any capital city of Australia that could be bought and then to which the strategy that is working so well at The Trafalgar Inn could be applied. This will mean Leanne will not be undertaking her normal supervisory tasks during the evening shifts at the pub for about six months. Your Excom believes this is an opportunity to also try a different form of team organization. Perhaps the Bar Department shift teams could be developed as self managed or self directed teams. Self managed teams take on some, if not all, of the responsibilities of their former supervisor. One definition is below. Self-managed teams: Groups that are essentially independent and that, in addition to their own tasks, take on traditional managerial responsibilities, such as hiring, planning and scheduling, and evaluating performance. The successful implementation of self-directed teams depends on several factors. SDTs should i) be responsible for a whole team process, such as making an entire product or providing a service, to promote high interdependence among team members; Crease The Pub Game Page 2 ii) have sufficient autonomy to organize and coordinate their work, empowering employees and allowing them to respond more quickly to client and stakeholder demands; iii) be in worksites that support coordination and communication among team members and increase job enrichment. If this experiment works the self managed teams will be kept and Leanne will be freed up to undertake product specialist role developing products and giving guidance on the operation of the Bar Departments to the managers of the newly acquired pubs. You have decided to replace the Bar Manager in the shift team with another Bar Attendant increasing the number of Bar Attendants to five (5). No-one will be designated the team leader and the whole team will be responsible for the supervisory tasks that Leanne formerly performed during a shift. The self managed team will be responsible for planning and scheduling of work, assigning tasks to members, collective control over the pace of work, making operating decisions, taking action on problems and peer evaluation of performance. Below is a diagram that illustrates the Team Effectiveness Model. Crease The Pub Game Page 3 Decisions: After these changes to the structure of the team, at which stage of Tuckman's team development model are the self managed shift teams and what should the EXCOM do to facilitate the team's development? Having regard to the Model of Team Effectiveness which of the following list of five activities identifies the most important issues (in no particular order) for the EXCOM to address to ensure the successful implementation of the self managed team? Decision Options Decision 1 After these changes to the structure of the team, at which stage of Tuckman's team development model are the self managed shift teams and what should the EXCOM do to facilitate the team's development? Option A Forming The EXCOM needs to ensure that the team's goals are clear stated and agreed and explain how they will be measured. Option B Storming The EXCOM needs to ensure that the team has been trained in conflict resolution and negotiation techniques. Option C Norming The EXCOM needs to clearly state the norms it expects the team to adopt and reinforce the consistency culture. Option D Performing Match the reward system to the team goals to motivate high performance. Decision 2 Having regard to the Model of Team Effectiveness which of the following list of five activities identifies the most important issues (in no particular order) for the EXCOM to address to ensure the successful implementation of the self managed team? Option A. 1. Assertive Communication, Conflict Resolution and Negotiation Training. 2. Bar Attendant Technical Skills Training. 3. Agree a clear statement of team goals with the team 4. Group Decision Making Training 5. Increase the pay of the team members. Option B 1. Assertive Communication, Conflict Resolution and Negotiation Training 2. Agree a clear statement of team goals with the team 3. Link rewards to the achievement of team goals. Crease The Pub Game Page 4 4. Group Decision Making Training 5. Performance Appraisal Training. Option C 1. Agree a clear statement of team goals with the team 2. Link rewards to achievement of individual goals. 3. Group Decision Making Training 4. Clearly state the desired team norms. 5. Performance Appraisal Training. Crease The Pub Game Page 5 Crease The Pub Game Page 6 Decision Round 9 Control Topics: Managerial Control Financial Control Quality Control Characteristics of effective control systems. Decisions: Select the measures (KPIs) that the hotel should use to measure effectiveness for the next twelve months? Decision Options Decision 1 Option A Option B Option C Decision 2 Option A Option B Option C Decision 3 Option A Option B Option C Crease The Pub Game Page 7 Week 12 Debrief Crease The Pub Game Page 8 TRAFALGAR INN BAR MANAGER JOB DESCRIPTION Reports to: General Manager 1. Ensure the maintenance of customer service standards in the Sports Bar, the Gaming Room and the Harley Wine Room 2. Set pricing to ensure the achievement of the gross profit margins agreed with General Manager. 3. Hire & Fire bar staff 4. Develop and implement a marketing/promotion plan for the Sports Bar and the Harley Wine Room including wine & cheese, happy hours etc. 5. Ensure the efficient and clean operation of the cellar 6. Order all liquor stock 7. Supervise the receipt and unpacking of stock 8. Control all bar & cellar liquor stock 9. Ensure the efficient operation of the bar including a) stocking the fridges b) the correct attire and grooming of all floor staff, and c) ensure the bar menus are maintained to reflect latest offerings 10. Maintain & develop the Birthday Club Database and distribute vouchers monthly 11. Mentor the Social Club 12. Maintain the Website and ensure that it is up to date, and liaise with Beyond Advertising as necessary 13. Identify and meet the training needs of bar & cellar staff 14. Ensure the OH & S of all bar and cellar operations JOB SPECIFICATION Essenetial 1. Responsible Service of Alcohol Certificate 2. Responsible Conduct of Gaming Certificate 3. Cellar Operations Course. 4. 5 years bar and gaming experience Desirable 1. Hotel Management Course 2. Training in Supervision/Management Crease The Pub Game Page 9 TRAFALGAR INN FOOD & BEVERAGE ATTENDANT GRADE 3 Reports to: Bar Manager 1. Ensure the maintenance of customer service standards in the Sports Bar, the Gaming Room and the Harley Wine Room 2. Pour and mix drinks as ordered by customers 3. Ensure the clean operation of the bar 4. Stock the bar fridges and shelf stock 5. Reconcile cash register and gambling floats at end of shift. 6. Make payouts on poker machines and TAB 7. Process bets on TAB 8. Take food orders from customers and place with kitchen through cash register 9. Deliver food to customers. QUALIFICATIONS REQUIRED 1. 18 years of age or older. 2. Responsible Service of Alcohol Certificate