Angelo’s Pizza Case Notes:
Angleo’s Angleo’s Pizza explores the importance importance of establishing establishing human resource (HR) practices practices as an organization expands. After success with one store, Angelo opens two new stores and is considering opening more stores or franchising. Howeer, the case shares some of the HR challenges including high turnoer and other staffing problems. !he case explores the need for structured orientation and training programs, as well as better recruitment and selection practices. Questions: B-8. My strategy is to (hopefully) expand the number of stores and eventually franchise, while focusing on serving only high-uality fresh ingredients. !hat are three specific human resource management implications of my strategy (including specific policies and practices)" !here are seeral important HR implications of Angelo’s Angelo’s growth plans. !he three most important include" #onsistent recruiting and selection practices. Angelo needs to establish new sources of candidates such as emplo$ee referrals. He also needs to implement formal selection processes be$ond informal interiews. An assessment test to identif$ specific s%ills and&or a structured interiew process will benefit Angelo’s Pizza. A structured structured orientation orientation and and new hire hire training training process. process. 'uch of Angelo’s Angelo’s turnoer is caused b$ good wor%ers who leae in frustration due to lac% of training. etter training will lead to better ualit$ pizza and better retention of staff. *stablished management practices and training to support store managers. Angelo needs needs some some consistenc$ consistenc$ to ensure each each store store is meeting meeting his expectations in all aspects of hiring and managing wor%ers. A structured management training program can help support this need. •
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B-#. $dentify and briefly discuss five specific human resource management errors that $%m currently ma&ing. !here are seeral errors that Angelo is ma%ing, including" +ailing to carefull$ ealuate applicants and basicall$ hiring an$one that applies. !he poor selection process leads to poor hires that don’t wor% out for a ariet$ of reasons. Proiding er$ little training to new hires. ew hires either will will not do their wor% wor% properl$, leading to poor ualit$ products, or the$ will uit in frustration because the$ did not receie proper training. ot proiding training to those that moe into management positions. 'anagers are the %e$ in opening new stores. 'anagers must be euipped with with training on how to operate the stores and also how to manage people. •
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-sing generic human resource emplo$ment application forms and no other forms or procedures. Angelo needs to use forms that as% releant uestions about wor%ing at his stores such as schedule aailabilit$. ot proiding feedbac% to emplo$ees about their performance. Proiding formal feedbac% to emplo$ees is an important component in training emplo$ees on proper procedures to ensure ualit$.
B-'. evelop a structured interview form that we can use for hiring (') store managers, (*) wait staff, and (+) counter peoplepia ma&ers. !here are seeral interiew uestions that would be beneficial to the hiring process of each of these categories of wor%ers. All interiew uestions should be be related to the specific ob and include uestions that are based on ob %nowledge, situational or behaioral. /ome sample uestions for each categor$" /tore 'anagers /tore managers are responsible for hiring and training their own staff. /ome potential uestions for a store manager include" 0 !ell me about about a time $ou had had to to addres address s an emplo$e emplo$ee e problem problem.. 0 How would would $ou $ou organ organize ize the trainin training g of $our $our new new emplo emplo$ee $ees1 s1
2ait /taff !he wait staff needs to hae strong customer serice s%ills and be able to manage in a fast0paced enironment. /ome potential uestions uestions for the wait staff include" 0 !ell me about about a time $ou had had to deal deal with with a difficu difficult lt custo customer mer.. 0 3ie 3ie me an example example of of a time time $ou $ou had to to comple complete te seer seeral al tas%s tas%s at the same same time, how did $ou decide what to do first1 #ounter People&Pizza 'a%ers !hese emplo$ees need to also be customer oriented and focused on ualit$. ualit$. /ome potential uestions for counter people&pizza ma%ers include" 0 !ell me about about a time time when when $ou $ou found found a proble problem m with a prod product, uct, what what did did $ou do1 do1 0 4f a custome customerr returned returned a pizza pizza and and said said it didn’t didn’t taste taste right right,, what what would would $ou $ou do1
B-''. B-''. Based on what you &now about ngelo%s, and what you &now from having visited pia restaurants, write a one-page outline showing specifically how you thin& thin& ngelo%s should go about selecting employees. !here are man$ different strategies that a student could recommend. +irst, the$ should identif$ seeral recruiting strategies. As Angelo notes, it is important to cast a wide net to $ield better candidates. 4n addition to 5Help 2anted6 signs at the stores to attract local applicants, he ma$ want to also consider adertising with local high schools and colleges. 4f he does hae some aluable emplo$ees, he could also proide bonus pa$ments for emplo$ee referrals.
#areful screening of the applicants is important. He first should create a custom emplo$ment application that as%s releant uestions such as scheduling aailabilit$. A
next step might include an assessment test to measure honest$ or integrit$, or possibl$ a personalit$ test to assess abilit$ to interact with customers. 7ne or more interiews should be part of the process and the$ should use a structured interiew format. +inall$, he should outline a bac%ground chec% process that includes erif$ing education, past emplo$ment and spea%ing to references.