Page 2 CASE 9B: Order Up! As chief executive chef of a large, national, themed restaurant chain, hoping to go international in the next five years, Koptra Galwal worked hard to inspire the restaurant's employees. He planned to expand the number of restaurants, improve profitability, and enhance all aspects of customer service. His active leadership style matches his big plans, but many have commented on his ability to lead top down and the bottom up. Galwal's top-down style was evident in his approach to assessment of organizational decisions. His bottom-up approach showed as he recruited from the nation-wide chain of restaurants to find employees willing to participate in and report on benchmarking customer service, menu items, and competitive advantages. He knew in his heart that employees working in the company's restaurants were the ones who innovated on a daily basis, as he once had while working as a chef in the back of the house. Galwal is confident working simultaneously in multiple directions, but not all of his supervisory management team was. It took a while for everyone to adjust to information flowing in from far-flung locations and from the bottom up as well as the top down, but eventually the culture took hold in the organization. His supervisors were also encouraged to develop and implement new ideas to add to the corporate body of knowledge. He sets the direction but he delivers in the process he has developed and so he lets his people run with their ideas. Galwal is also a stickler for detail. He reviewed companywide training procedures for front-of-the-house employees and found wide variation in the normative behaviors of multiple locations of the restaurant chain. He sought input and then designed the menu as well as the script for hosts and hostesses in his restaurants in an attempt to provide a feeling of familiarity for customers regardless of where in the country they dined. He established back-of-the-house procedures for cooks and food prep and sanitization employees based on his considerable personal experience in the food services industry. Supervision Today! Eighth Edition Stephen P. Robbins, David A. DeCenzo, Robert M. Walter QUESTIONS la. How would you describe Galwal's Leadership Style/Approach/Theory? Why? 1b. What suggestions would you offer to improve on the communication between Galwal and his employees? 2a. What theory of motivation best explains Galwal's way of inspiring employees