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Continuing Case: The carter cleaning company: the high performance work system1.

Would you
recommend that the company expand its quality program? If so, specifically what form should it take?

Ans:

Most students will agree that there are opportunities to expand the quality program. The employee
meeting approach is a good start in terms of utilizing high involvement organizational practices. There
are opportunities to maximize the overall quality of their human capital. For example, training seems to
be an obvious area to focus in terms of educating and building awareness about basic standards and
procedures.

2.

Assume the company wants to institute a high performance work system as a test program in one of its
stores. Write a one-page outline summarizing what such a program would consist of.

Ans:

Students should include some of the following ideas in their outline: Identify the types of HR practices it
would implement to improve quality, productivity, financial performance; methods for job enrichment;
strategies for implement and leverage a team- based organization; ways to implement and facilitate
high commitment work practices; employee development and skill building to foster increased
competency and capability in the workforce; a compensation program which provides incentives (for
example profit sharing; pay for performance) for achieving major goals and financial targets.

Chapter 4: Job Analysis Continuing Case: The carter cleaning company: The job description1. What
should be the format and final form of the store manager’s job description?

Ans:

The format noted in figure 4-6 could be a reasonable format to use. Students may recommend that Jen
should include a “standards of performance” section in the job description. This lists the standards the
employee is expected to achieve under each of the job description’s main duties and responsibilities,
and would address the problem of employees not understanding company policies, procedures, and
expectations. In addition, students may recommend that Jennifer instead take a competency-based
approach which describes the job in terms of the measurable, observable, behavioral competencies that
an employee doing that job must exhibit. Because competency analysis focuses more on “how” the
worker meets the job’s objectives or actually accomplishes the work, it is more worker focused.

2. Was it practical to specify standards and procedures in the body of the job description, or should
these be kept separately?
Ans:

They do not need to be kept separately, and in fact both Jen and the employees would be better served
by incorporating standards and procedures into the body of the description. The exception to this would
be if the standards and procedures are so complex or involved that it becomes more pragmatic to
maintain a separate procedure manual.

3.How should Jen go about collecting the information required for the standards, procedures, and job
description?

Ans:

She should first go about conducting the job analysis, collecting information about the work activities,
human behaviors, machines, tools, equipment, and work aids, performance standards, job context, and
human requirements. The best methods for collecting this information in this case are through
interview, questionnaires, observation, diaries/logs maintained by employees. In addition, she should
ensure that she is identifying the essential functions of the job, and that the descriptions comply with
the law.

Chapter 5: Human resource planning and recruitingContinuing Case: The carter cleaning company:
Getting better applicants1. First, how would you recommend we go about reducing the turnover in our
stores?

Ans:

The students should base their responses on the information presented in the advertisingsection of the
chapter, and their response should include placing and constructing ads that willattract candidates who
will find the job attractive.

Or

Jennifer can do a quick analysis on what it costs her to recruit and train a new employee(including the
cost of lower productivity as a person learns a new job). Every reduction inemployee turnover can be
translated to dollars. In fact, Jennifer can improve workingconditions without any change in her profit if
she pays for improvements from savings inemployee turnover costs. The best source of ideas from
improvement may come from exitinterviews (what would we have done to our work environment that
would have made youmore likely to stay?), and from existing employees. Students are also likely to
suggest some of the following; air-conditioned work space, more employees (so workers work fewer
hours),longer or more frequent breaks. Other students will consider more complicate solutions like job
rotation. Still others might suggest the use of deferred compensation or profit sharing tokeep
employees a full year (e.g., $8.50 per hour, $7.50 now, one dollar per hour paid at year end to the
remaining employees).
2.Provide a detailed list of recommendations concerning how we should go aboutincreasing our pool of
acceptable job applicants, so we no longer have to hire almostanyone who walks in the door. (Your
recommendations regarding the latter shouldinclude completely worded advertisements and
recommendations regarding any otherrecruiting strategies you would suggest we use.)

Ans:

The students should review the section on external sources of candidates, and their responses should
include advertising and the possible use of employment and/or temp agencies.

OrSpecifically, my recommendations should include:

a.

Completely worded classified ads.

Students will vary in their creative approaches. Agood teaching method is to have them email their ads
to each other and have thestudents rank order which ad they would apply to. Determine what made the
adattractive and ask the other students to modify the ad according to what they justlearned.

b.

Recommendations concerning any other recruiting strategies you suggest they use.

Students will offer a wide variety of suggestions. Among the likely responses are: radioads,
flyers/handbills, and direct mail to former employees (we miss you—maybe thegrass didn’t turn out to
be greener on the other side). Some students will consider targetmarketing. For example, Jennifer could
re-engineer the job to fewer hours and recruit part time workers, greatly increasing the pool of potential
employees.

Chapter 6: Employee testing and selection Continuing Case: The carter cleaning company:
Honesty testing

Jennifer and her father are considering methods for screening applicants for their dry cleaning business.
In particular, the Carter management team is considering honesty tests, especially for employees who
handle cash.

3.What would be the advantages and disadvantages to Jennifer’s company of routinelyadministering


honest tests to all its employees?

Ans:

Polygraph testing raises a large number of legal and moral issues; issues Carter Cleaning would best
avoid. Use some of the available “paper and pencil” honesty tests may be a possibility. In general, these
have been shown to be reasonably reliable and valid.They are still controversial. The costs associated
with these tests may also make them prohibitive to a small operation like Jennifer’s.

4. Specifically, what other screening techniques could the company use to screen outtheft-prone
employees? How exactly could these techniques be used?

Ans:

More thorough make background checks are a recommend technique to eliminate potential thieves.
Some firms chose to contract this out to a private security agency (Cost may be an issue to Jennifer.
However, the company can quickly check to see if savings from reduced theft would offset the cost of an
outside agency. As part of the job preview, Carter must communicate that jobs in her company are
worth keeping; dishonesty and theft will not be tolerated. Further company policies regarding theft
should be clearly communicated to new and existing employees.

5.How should her company terminate employees caught stealing and what kind of procedure
should be set up for handling reference calls about these employees when they go to other
companies looking for jobs?

Ans:

Terminating employees for theft should include the involvement of proper authorities and should only
be done when there is absolute proof of the theft and who committed it .Such an action will also send a
message to the other employees that you will not tolerate theft of company resources. While many
employers are reluctant to prosecute employees for theft, developing evidence with police and through
the courts can be beneficial in providing future employers of the individual with truthful and factual
information.

Chapter 7: Interviewing CandidatesContinuing Case: The carter cleaning company: The better interview

1.

In general, what can Jen do to improve her employee interviewing practices?Should she develop
interview forms that list questions for management and non-

management jobs, and if so what form should these take and what questionsshould be included? Should
she initiate a computer-based interview approach,and if so why and specifically, how?

Ans:

The company has an inadequate, unstructured way of interviewing and hiring..One solution students
could suggest is to utilize a structured interview guide as a toolthat managers could use to improve their
interviewing practices. Have students brainstorm a list of questions to be included in the structured
interview guide. Acomputer-based approach is also a possibility, students should explore the pros
andcons of this given the nature of the organization and weigh the cost/benefit of utilizationof this
technology.

2.

If she implements a training program for her managers, and if so, specificallywhat should be the content
of such an interview training program? In otherwords, if she did decide to start training her
management people to be betterinterviewers, what should she tell them and how should she tell it to
them?

Ans:

The obvious answer to this question is yes, a training program should be designedand delivered.
Students should include suggestions from the section on designing andconducting interview effective
interviews, including training in preparation, utilizationof a structured interview process, and
interviewing techniques discussed in this chapter.She should educate managers in the potential pitfalls
that come up in the interviewing process as outlined in the text, and provide opportunity for practice
with mock interviews in the training session so that managers get an opportunity to use the skillsthey
learn and become comfortable with the process.

Chapter 8: Training and Developing EmployeesContinuing Case: The carter cleaning company: The new
Training program

1.

Specifically, what should the company cover in its new employee orientationprogram, and how should it
convey this information?

Ans:

The students should refer to the orientation checklist in Figure 7.1 and the sectionon orienting
employees in the chapter.

2.

In the HR management course Jen took, the book suggested using a task analysisrecord form to identify
tasks performed by an employee. Should we use a formlike this for the counterperson’s job, and if so
what would the filled-in form look like?

Ans:

The students should refer to the section on the training needs of new employees.This section discusses
a task analysis form, which includes: task analysis record formcan also be used. It contains the following
information: task list; when and how often performed; quantity, quality performance standards;
conditions under which performed;skills or knowledge required; and where best learned (refer them to
Table 8.1).

3.

Which specific training techniques should the company use to train its pressers,cleaner-spotters,
managers, and counterpeople, and why?

Ans:

The students should review the training techniques discussed in chapter andconduct research on the
Internet to review the various training resources offered for each of these positions.

Chapter 9: Performance Management And AppraisalContinuing Case: The carter cleaning company: The
Performance Appraisal

1.

Is Jen right about the need to evaluate the workers formally? The managers?Why or why not?

Ans:

Based on the information presented in the chapter, the students need to determineif the workers and
managers should be evaluated formally or informally, and the needto provided reasons for their
decision.

2.

Develop a performance appraisal method for the workers and managers in eachstore.

Ans:

The students need to be familiar with different appraisal methods discussed in thechapter. They should
use the sample appraisal forms given in the chapter as guides.

Chapter 10: Managing CareersContinuing Case: The carter cleaning company: The Career Planning
program1.What will be the advantages to the company of setting up such a career planningprogram?

Ans: Some examples of the advantages of setting up a career planning program for employees include:
increasing their job satisfaction, helping them navigate through thecompany, and helping them think
about and plan their careers.

2.Who should participate in the program, and why? All employees? Selectedemployees?
Ans: Students should justify why they think certain employees should or should not participate in the
program.

3.

Outline and describe the program you would propose for the cleaners, pressers,counterpeople and
managers at the company

Ans: Based on the career planning activities discussed in the chapter, students shoulddesign a tailored
career planning and development program for the employees.

Chapter 12: Pay for Performance And Financial IncentivesContinuing Case: The carter cleaning company:
The Incentive Plan

1.

Should this plan in its present form be extended to pressers in the other stores?

Ans:

No, not in its present form. While the piece-rate plan does make more effectiveuse of Wan’s time and
save the company energy money, the quality control issue is a problem. There needs to be an included
incentive for quality.

3.

Should other employees (cleaner-spotters, counter people) be put on a similarplan? Why? Why not? If
so, how, exactly?

Ans:

It makes sense for some positions but not for others. Cleaner-spotters are production employees who
could also benefits from a similar plan. It would have tohave a quality incentive that makes sure they
actually get the garments cleanedcorrectly! An incentive plan that focuses on customer satisfaction
makes more sensefor the counter people.

4.Is there another incentive plan you think that may work better for the pressers?Ans:

Some ideas might include combination plans (salary plus piece-rate), profit-sharing, or merit pay (higher
pay for those who produce more.

5.
A store manager’s job is to keep total wages to no more than 30% of sales and tomaintain the fuel bill
and the supply bill at about 9% of sales each. Managers canalso directly affect sales by ensuring
courteous customer service and by ensuringthat the work is done properly. What suggestions will you
make to the companyfor an incentive plan for store managers?

Ans:

Profit-sharing, gainsharing, performance plans, annual bonus, recognition, andmerit pay are all options.

Chapter 13: Benefits And ServicesContinuing Case: The carter cleaning company: The New Benefit Plan

1.

Draw up a policy statement regarding vacations, sick leave, and paid days off forthe company.

Ans:

The students are likely to create different policy statements, which will reflecttheir different preferences
for benefits. You should get the students to discuss howLearnInMotion.com might allow for flexibility in
their pay for time not worked.

2.

What would you tell Jen are the advantages and disadvantages to the company of providing its
employees with health, hospitalization, and life insurance programs?Ans:

The student should refer to the hospitalization, medical, and disability insurancesection of the chapter
to develop their lists of advantages and disadvantages.

3.

Would you advise establishing some type of day care center for the company’semployees? Why or why
not?

Ans:

A better approach for a small company such as KK Laundry would be to locate alicensed day care
provider that would be willing to give a discount to the employees.From that starting point, the
company could then consider whether to subsidizechildcare.

Chapter 15: Labor Relations And Collective BergainingContinuing Case: The carter cleaning company:
The Grievance1.Do you think it is important for the company to have a formal grievance process?Why or
why not?
Ans:

Certainly it is important for many reasons. First, it is important from a standpointof justice and fair
treatment. Second, the lack of justice and fair treatment is a primecatalyst for union activity.

2.

Based on what you know about the company, outline the steps in what you think would be the ideal
grievance process for this company.

Ans:

Because it is a small company, it should be simple and short. One suggestion is atwo-step process that
begins with a written appeal to the store manager. The secondstep is to send that appeal to Jen and her
father for review.

3.

In addition to the grievance process, can you think anything else that the companymight make sure that
grievances and gripes like this one expressed and also getheard by top management?

Ans:

The grievance procedure is critical. Students may identify many things from the previous chapter’s
sections on justice and fair treatment.

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