Internal problems in Adda

Adda which was established in the year 1962 has now diversified with 46 outlets. But in
the recent years, it has been facing a lot of crisis especially in its personnel. The
customers have been complaining of the bad service and poor quality of food products.
Gone are the days where Adda is known for its authentic menu, ambience and customer
care. But now the customers, mainly the teens are complaining of Adda being shabby and
less exciting.

The management of Adda is in a dilemma of the crisis since it is starting to affect the
brand name and profits of the fast food chain. We can analyze the factors for the crisis as
follows:-

• One of the main reasons for its crisis is the unhappiness and unfulfilled needs of
the employees of Adda. Due to this reason the service of the employees towards
the customers have become less friendly.
• Adda is following a general line organization structure and this is hampering
the desires of the employees to step up ahead in their level. This is a highly de-
motivating factor.
• The customers are also starting to feel the place less exciting due to its 60’s style
interior design. The modern youths and teens find this style very boring and
uninteresting and hence develop a negative impression towards Adda.
• The customers are also finding the menu archaic and uninteresting.
• The company is also following an outdated employee handbook. The policies
and procedures that are mentioned in the handbook were according to the trends
that were pertaining in the market in the 60’s and are not followed in the present
era.
 The above factors have been analyzed and the management can give the solutions for this
crisis in the following ways:-

1. An entire change in the organizational structure.

Since the organization was following a line structure and facing a lot of problems due
to inadequate communication between top and lower level management, therefore the
management has decided to develop a line and staff organization structure. The
structure will be consisting of various divisions as follows:-

• Production Division.
• Marketing Division.
• Finance Division.
• HR Division.
• Sales Division.

The existing structure of Adda was as follows:-

General Manager
Production Manager
Manager
Finance Manager

Marketing Manager

HR Manager

Recruitment Manager Training Manager

Sales Manager
 The new structure that Adda is planning to follow is:-

2. Understand and adhere to the requirements of the employees in order to achieve

complete Job Satisfaction.

The management must take up the initiative to find out the demands of the employees
and fulfill them to the maximum possible extent. The main objective behind this solution
is to get a 100% Employee Job Satisfaction. Job satisfaction is essential to an employee
since achieving the desired target or more from an employee is not possible without a
good working environment and salary. It is the responsibility of the management to
provide all the requirements that are required for an employee to work efficiently.
3. A restructuring of the infrastructure from the 60’s style interior to the new trendy
look.

Since Adda is financially sound, the management has also decided to restructure the
interiors and bring out a catchy new look. This is one of marketing strategies that is being
implemented by the management in order to overcome the crisis of losing potential youth
customers. What we follow in Adaa is “A customer once is a client forever.” Hence
restructuring of the organization will help retain its potential customers and will also
bring in new customers by means of referral marketing.

4. Introduction of a new looks to the menu and adding new products.

The management has initiated the process of changing the menu cards over all its outlets
and is also adding new products. This will boost the sales and the customers will be very
happy with the new menu and look and will hence look forward to come again.

5. Updated Handbook

The management has also decided to come out with a new employee handbook. It is
formulated according to recent changes and norms that are put up by other fast food
organizations in the current market. The policies and procedures have been renovated and
new policies have been introduced by the management.
TRAINING AND DEVELOPMENT

We succeed as a restaurant only when each of our employees succeeds. So it should come
as no surprise that Adda offers its employees dozens of training courses and
developmental opportunities.

Learning Opportunities

Adda offers a variety of learning opportunities. It has many courses such as on how to
serve customers and how to run the computer at the front desk. Employees at Adda can
gain valuable computer skills that can be applied to many areas of their life. Supervisory
and managerial skills are developed through a combination of formal courses and on-the-
job mentoring. Personal effectiveness and teamwork are encouraged through self-
evaluation and exploration. Many organizations offer specialized training to their
employees, such as basic language skills. The things you learn as an employee here will
give you the tools you need to be successful.
 S.M.A.R.T.

S.M.A.R.T. (Supervisors and Managers Acting Responsibly Together) is a comprehensive

training program providing a basic understanding of supervision skills, consistency in
management practices throughout the restaurants, and personal and professional
development.
The modules in the curriculum are:

• SMART Start: Two-day program is a basic introduction to restaurant Human Resources

and Accounting procedures. Covers management philosophies and expectations of all
individuals in leadership roles at Adda.

• Selecting Exceptional People: This class emphasizes top practices for interviewing and
hiring quality employees, as well as detailed legal information on hiring practices.

• Coaching for Performance Improvement: Teaches formal employee coaching and

counseling. Covers progressive discipline, effective communication styles, and using the
important characteristics of top performers to recognize behaviors and establish
performance improvement plans.

• Conflict Resolution: Gives participants the tools needed to successfully deal with
conflict in the workplace. Learn to identify types of conflict, how to benefit from conflict
and to effectively manage conflict at all levels.
• Conducting Effective Performance Appraisals: Managers and supervisors learn the
importance of completing and conducting formal employee performance reviews, along
with communication techniques for dealing with performance issues and how to conduct
fair and objective appraisals.

• Understanding Employment Law: Interactive seminar providing a basic foundation for

understanding the legal aspects of supervising others. Key employment laws discussed
include employment discrimination, protecting employee privacy, reducing workplace
violence, workplace safety, unlawful harassment, and labor relations.

• Preventing Harassment Training: Helps supervisors and managers become more aware
of potentially hostile behaviors in the workplace. Learn how to identify behaviors,
proactive measures to eliminate harassment situations, and proper reporting and
investigation of allegations of harassment.

• Preventing Workplace Violence: Recommended for all supervisors, managers, and

department heads. Class increases knowledge and awareness of the potential of workplace
violence. Also focuses on how to identify potentially violent people or situations.

• Getting Results: A Guide to Running Effective Meetings. Designed to increase

employees' knowledge and skills in meeting planning, for effective, productive meetings.

• Staffing and Scheduling: Learn how to minimize overtime and maximize productivity,
as well as scheduling, developing a staffing guide, running overtime reports, and creative
methods for staffing a department.
Soft Skill Training

The management has decided to improve the soft skills of its employees by providing
special training conducted by professionals. This would also be a certificate training
program thereby adding to the employee value. The essential soft skills of employees are
always beneficial to the organization and it helps in retaining customers.

You’re Performance

In support of your success, Adda has also created a set of world-class performance
management tools. As an Adda employee, your performance is evaluated throughout the
year and developmental plans are continuously created and updated. Your development
and success is seen as a joint effort between you and your manager. Each year, Adda
evaluates its talent to ensure that its employees are growing within the organization.

Promotional Opportunities

As they grow, employees are encouraged to look for promotional opportunities that
interest them. We support moving from one department to another as a great way to
become better-rounded. Being such a, there is no limit to how far our employees can go.
EMPLOYEE HANDBOOK

Orientation Period
The first two weeks of employment with Adda will be a period of orientation and
training. This period gives employer and employee a chance to evaluate each other.

If, prior to the end of this period, either party feels a problem exists, a transfer to another
position or location within the company may remedy the situation. It may, however,
result in termination of employment.

Even though you may be hired on a trial basis and continue to be employed after the trial
period, your employment may be terminated at any time with or without cause and with
or without notice at the option of Adda.

Grooming Standards
At Adda each employee's appearance is very important to us. If our employees are able to
leave a positive initial impression on each customer, it is sure to be a lasting one. Each
employee's appearance is a direct reflection on Addaa, so take pride in the company you
work for and yourself

Hairstyles - Most importantly hair should be neat and clean. Men's hair should be no
longer than the bottom edge of a dress shirt collar. The sides should be no longer than
mid-ear. Hairstyles that are extreme in nature are unacceptable for anybody. Dyeing,
tinting, and bleaching of an unnatural color is also unacceptable
Facial Hair - Front-of-the-House employees must be clean shaven. Mustaches and
beards that are preexisting at the time of hire must be neatly trimmed and meet with
departmental standards. Sideburns may be no longer than the bottom of the earlobe, and
of course must be neatly trimmed to meet departmental standards.

Jewellery - Jewellery of an excessive or ostentatious nature is not acceptable while

working. Men are to wear no earrings during working hours. Women may not wear more
than two earrings in each ear. Piercing in any other location that are publicly visible, are
not to be worn during working hours.

Department - Heads and the Human Resources Manager may implement guidelines
which are more specific than the ones set above within certain departments

Compensation and Pay Periods

Rate of pay is indicated on your Acceptance of Employment Agreement. All employees
are paid on a biweekly basis. You may pick up your pay check on Monday after 10:30
a.m. from your supervisor. There will be no cash advances and checks will not be
handed out early.

Any discrepancies in your check should be reported to your SUPERVISOR

Absenteeism
All employees are required and expected to report for work when scheduled. This means
being ready to work when your schedule states

 If you are unable to report on time, contact your supervisor directly, two hours before
your schedule
 If you are unable to contact your superior or above directly, please contact the Human
Resource Manager. Do not leave a message with other employees
 Whenever possible, arrange a replacement before calling in sick
 In some cases of illness, a doctor's certificate may be required
 Late call-ins are not tolerated and excessive absenteeism (three) will result in
termination
Arriving for Schedule Shifts

Arriving for Shift - Employees must arrive, be in uniform, and be ready to begin work 10
minutes before each shift. There are limited areas in which to change at work, so it is
advised that one wear their uniform to work. When your shift begins, you will be asked to
punch in on the time clock. When your shift is completed, check with your supervisor
before punching out. Never leave the property without checking with your supervisor first

Schedule Requests - We hope that your time in Adda is as enjoyable as possible, and to
help, schedule requests will be granted whenever possible. Remember, however, a
schedule request is not a guarantee for the time off. If circumstances dictate, you will be
scheduled to work
All schedule requests should be submitted directly to your supervisor.

=> All shift changes must be approved, and changed on the schedule, by a manager.
Please consult with your supervisor regarding the proper procedure.
=> If you have a schedule conflict, please consult with your supervisor.

Lateral Transfers - There are times during the season that employees may be required to
work in areas other than the one in which you normally work. This should be viewed as a
positive experience and a chance to become familiar with another operation of the
business

Uniforms
All Employees are responsible for uniform additions and requirements as stated in the
Acceptance of Employment Agreement. The remainder of your uniform will be provided
by our management.

Cost - Employees are responsible for the cost of each uniform item not returned upon
termination or separation. In addition, they are expected to purchase or provide uniform
items listed on the job descriptions sheet.

Customer Relations
As in all service related businesses the customer is our reason for operation. They provide
our wages and the company's existence. All patrons are welcome in our facilities at all
times. Never argue with a customer. If a problem develops and it is beyond your ability to
handle it calmly, please contact your supervisor.

Customer Service – The customers are to be treated with respect and courtesy. Attempt to
learn their names (Mr. and Mrs., etc.). Always deal with patrons in a pleasant manner and
always smile. By using the customer's name, you tap a sensitive human emotion; an
emotion that opens doors and says to the customers, "You are welcome here." We cannot
afford to pass up this opportunity: the rewards of these efforts are immediate and long
lasting.
Goal - Our goal is to provide a safe working environment and to provide all customers
with the finest food/meal, beverages and services in as clean and pleasant atmosphere as
possible. We must exceed our customer's expectation with warm welcomes, sincere smiles
and carefully prepared products. We must pay attention to the smallest detail of our
ambience and services to ensure that every customer will return to Adda various outlets
when he next visits us.

Accidents and Safety - Report all job related accidents to your supervisor, All job
related accidents with our customers as well as our employees must be reported to the
supervisor. Remember to use common sense and to care for the customers, coworkers
and yourself.

Use of Company Owned Facilities

Restaurant Discount - Employees are welcome to dine at Adda. Employees will receive
a 33.3% discount of the menu price. They are, however, expected to leave 15% gratuity of
the full menu price for servers. During peak hours the guest comes first. If you are
finished with your meal and the manager asks for your table, please cooperate.

Fire Detection and Protection Devices - All Adda restaurant outlets are equipped with
smoke detectors, these detection devices are not to be tampered with for safety reasons.
Fire extinguishers and pull stations are located in the premises for emergency use only

Substance Abuse, Illegal Drugs, and Alcohol - The use or possession of illegal drugs,
narcotics, drug paraphernalia, or controlled substances in or on restaurant property is
grounds for disciplinary action up to and including discharge. The legal drinking age in
INDIA is 18, and underage drinking is a violation of State law. It is also illegal to provide
or purchase alcohol for anyone that is not of age. Violation of these laws will not be
tolerated.

Work Policies/Rules

Adda has a zero tolerance policy on illegal working. Its policy on the prevention of illegal
working is thorough, up to date and has been approved by State Government. All of
Adda’s staff must have the legal right to work in Bangalore, in the position being offered,
in order to take up a post.

All applicants are required to prove their legal right to work at the interview stage, and
must provide original documentation for inspection by the restaurant Human Resources
representative and local manager.

The Human Resources team and the managers through training sessions and utilizing the
Employer's Helpline develop their expertise in this area. This is supported by an
investment in tools to aid the team in its detection of fraudulent documents e.g. U.V.
lights and subscription to a website which has illustrations of all existing documents and
the key points to check against. The Human Resources team provides guidelines and
coaching in order to support Management in ensuring their workforce is legal. The
Employers Helpline is a regular source of advice, and all new information is distributed
across the company to ensure all Human Resources representatives and managers always
have up to the minute knowledge.
Types of Policies
DISCRIMINATION/ HARASSMENT
EMPLOYEE UNIFORM
SANITATION
PERSONAL HYGIENE
EMPLOYEE WORK SCHEDULE
TIME CLOCK
EMPLOYEE BREAKS
EMPLOYEE OVERTIME - FOR HOURLY EMPLOYEES
EMPLOYEE MEAL TICKET
EMPLOYEE MEAL DISCOUNTS
TELEPHONE CALLS
EMPLOYEE LOITERING OR COMING BEHIND THE COUNTER
RADIO, TAPE PLAYERS
ABUSIVE LANGUAGE
EMPLOYEE DISCIPLINE
VACATION
SICK LEAVE
PAY CHECKS
EMPLOYEE RAISE
EMPLOYEE INJURY
PROPERTY DAMAGE BY CUSTOMER

EMPLOYEE DATING POLICY

CASH REGISTER POLICY
CHECK CASHING
CHEMICAL HANDLING IN THE WORK PLACE
EMPLOYEE ACCOMODATION

Following are the restaurant employment policies

Equal Opportunity Employment

All Adda employees and applicants for employment shall receive equal consideration and
treatment. Adda is committed to providing a discrimination/harassment free work
environment, where all employees are treated with respect and dignity and are able to
concentrate their full attention to their job. This organization will not tolerate any form of
harassment by any employee, supervisory or non-supervisory, on any other employee All
recruitment, hiring, placement, transfers and promotions will be on the basis of
qualifications of the individual for the position being filled without regard to race,
religion, color, national origin, ancestry, physical handicap, disability, medical condition,
marital status, age, sex or sexual orientation. Failure by any employee to follow this
policy will result in disciplinary action up to and including termination

All other personnel actions including compensation, benefits, layoffs, return from layoffs,
termination, training and social recreation programs are administered without regard to
the above mentioned factors.

Employment at Will

All employment with Adda is at the mutual consent of the employee. Either the employee
or the management may terminate the employment relationship at any time with or
without cause or prior notice. No representative of the management, other than the HR
manager, has any authority to enter into any employment agreement for a specified
period or to bind the restaurant to any arrangement contrary to restaurant policy. Any
agreements made by the Human Resource manager for employment other than
employment at will must be in writing and signed by both parties.
Hiring Relatives

No person having relatives in Management/Supervisory positions with Adda, may be

employed in any capacity without permission of Human Resource manager. No person
may be hired by Adda, Inc. when such employment would result in that individual
working in the same department or for the same supervisor as a relative. These facts bring
to light the transparency of our recruitment policies and unbiased working environment.

Rehire Policy

In order to ensure that Adda does not rehire employees who have had poor records or
disciplinary problems during their previous employment with it, all re-hires at facilities
owned or operated by Adda., must be approved by the Human Resource Manager prior to
making an offer of employment. In cases where an employee has been discharged or has
been marked "Not Eligible for Re-hire", the Human Resource Manager must request the
General Manager to authorize the re-hiring of the employee.

Rehire Policy - Executive Positions

In order to maintain continuity, consistency and strategic relevance in upper management

levels, individuals in key positions who resign from Adda will not be eligible for rehire.
This policy will be applied to the positions listed below and may be applied to other
positions as individually determined:

• General Manager
• Finance Manager
• Marketing Manager
• Human Resource Manager
• Outlet Manager
Employment Application

Completion of an Adda Application is a basic pre-employment requirement for all

applicants, and in no case should prospective employees be offered employment or begin
work for Adda until they have completed and signed an Employment Application form.

Employment References

In order to ensure a careful review of prospective employees' work histories, two work
references must be checked for each applicant prior to any offer of employment.

Approvals - Supervisory and Key Staff Employees

Approval from the Corporate Personnel Department is required prior to hiring

Supervisory and Key Staff employees. Approval of the Management Review Board is
required prior to promoting current employees into such positions.

Offer Letter

Letters offering or confirming employment with Adda may be written by Human

Resource Manager only, and must be approved in advance by the General Manager.
Employee Eligibility Verification

Adda will not knowingly employ undocumented workers, i.e. illegal alien. All persons
hired it by must verify their identity and authorization to work in Bangalore in
accordance with the requirements of the State Government. This verification is required
after an offer of employment has been made. No employee may begin work or perform
service until the proper documents have been presented.

Supplementary Employment

Employees of Adda may not be simultaneously employed at more than one company
facility without the authorization of the General Manager. Employees are permitted to
work outside the organization only if the position or type of work does not cause a
conflict. It is the employee's responsibility to protect confidential information such as
Adda’s policies or information concerning other employees.

Hepatitis A Vaccinations – Food Preparation Employees

All employees for Food Preparation positions must be vaccinated against the Hepatitis A
virus. As a condition of employment, all applicants for such positions must agree to be
vaccinated unless they have been vaccinated previously.

Employee Uniform and Badges/ID Cards

Employees will not be allowed to work or enter the Back of the House without being in
the proper uniform and id cards.