While in college, you have worked as a food server at a privately-owned, French, upscale restaurant, La Grande Vie.You have been a food server for years and have assisted your former service manager, who quit because the stress was simply too much. This stress came from the under-performing team of servers who she believed caused her demise.

Your performance has been exemplary, and many customers ask for you specifically.And, you make a lot of money in gratuities due to your excellent service.You actually earn the most money of all servers because you are the most friendly, attentive, and conscientious.And, you have zero customer complaints, which makes your manager very happy.You are not friends with the other servers, but get along with them as co-workers.There are a few that you steer clear of due to their negative attitudes, but it's not a big deal.

You just finished your college degree with a Management minor, so your General Manager believes you have what it takes to lead the team of 15 servers and has offered you the service manager role.You are thrilled as this is the first step into management. However, you also understand that you have some huge hurdles in front of you:

Five of your servers have worked at La Grande Vie for over 5 years and feel that they should be able to do whatever they want, whenever they want.They demand the best table stations and hours and do nothing to help the new servers learn.

Five servers are brand new and still in training.

The other five just want to do their job and nothing more.

You also have been asked to manage the 8 people (called bussers) who assist with water and bread refills and clean tables.These 8 bussers are not treated well by the servers.There is high turnover among them, and they are rarely tipped by the servers, just expected to do the tough work of clearing tables quickly.

Even though the restaurant is successful, there are still customer complaints.As the service manager, you must resolve these.There are about 5 complaints a night and many meals are comped - the General Manager expects you to reduce the number of complaints and free meals.

There is no process in place to manage this team. You, with all your newly learned skills in teamwork, are determined to make this a great team that will accomplish incredible results including increased sales and decreased customer complaints. You also have a vision of the entire team working together to ensure the best guest experience in town - this includes the servers working with each other and the bussers.

Your mission is to write plan, using the Hackman book, to set this team up for success.