Question

You have recently taken on the job of the manager at Pizza Hut. Your location hasn't been doing very well and your boss hired you to take on the job of fixing it up. Complaints are everywhere on social media. "There was a hair in my pizza." "I called and no one answered." "I called and the phone rang like 22 times before someone answered." "They forgot my bread sticks --AGAIN!" "I would say that this pizza is too expensive for what you get."

You have a team of about 20 people that fall into three categories. Assistant managers, cooks, and drivers. You have been asked by your District Manager to come up with three goals for your location. In order to ensure that everyone is working towards the location's goals you have to create goals for each role.

In summary, your boss wants a short memo informing him of your goals, and the goals of each of the roles at your location. Your goals must be specific, measurable, and challenging.

Answer 1

The goal for the location would be to provide excellent customer service with minimal complaints so that the Pizza Hut reputation would not get damaged.

Therefore, three goals for the location would be :

a. Valuing each customer by replying to request quickly.

b. Running the offers on pizza so as to attract more number of customers.

c. Ensuring to provide best quality food without compromising with the hygiene.

Memo :

To : District Manager

From : Manager

Date : 2/3/2019

Subject : Job roles.

Roles assigned to each member of team are as follows :

Manager : a. Supervising the team. b. Customer service excellence c. Maintaining the revenue and profitability.

Assistant Manager : a. Being on the reception and taking the calls immediately. b. Responding to social media complaints and managing the Pizza Hut's social media account. c. Maintaining the customer service standards.

Cooks : a. Maintaining the high level of hygiene while preparing the pizza. b. Ensuring all the items are placed before delivery. c. Preparing high quality pizza.

Drivers : a. Delivering the order within 20 minutes. b. Professional uniform while delivery. c. High level of customer service.