Question 1

You and your partners own a chain of 15 dry-cleaning stores in Johannesburg. All of you are concerned about a problem in customer service that has surfaced recently. When any of you spends the day in a particular store, shop floor workers seem to provide excellent customer service, yet during those same visits, customers complain to you about such things as stains not being removed and items being poorly pressed in some of the previous orders; indeed, several customers have brought garments in to be redone. You and your partners are meeting today to address this problem.

Understanding what motivates people in all occupations is basic to all who aspire to management. Given what you have learned in the motivating chapter, design a plan, based on Herzberg's two factor theory, to increase the motivation levels of shop floor workers to provide prompt service to customers even when they are not being watched.

For 20 marks

Question 2

Using the control process as the basis of your answer, design a control system that you think will best resolve the issues of quality raised in the caselet. Marks will be allocated as follows: Step 1 - 5 marks Step 2 - 5 marks Step 3 - 5 marks Step 4 - 5 marks