Ivey Publishing
The Linda Dor: Building a Culture of Customer Satisfaction
Product Number:
9B18C014
Publication Date:
07/24/2018
Revised Date:
07/24/2018
Length:
5 pages (5 pages of text)
Product Type:
Case (Field)
Source:
Ivey/Africa Institute
The general manager of operations and interim general manager of human resources at Linda Dor Restaurant and Rest Stop (Linda Dor) was facing challenges recruiting, training, and retaining staff at the lower levels of the organization. These customer-facing positions, which include wait staff, cashiers, and runners, are responsible for delivering the high level of customer service enshrined in Linda Dor Enterprises’ corporate values. Providing a positive customer experience is becoming increasingly important for Linda Dor because the company is expanding into the hotel industry and needs to ensure that its reputation for high-quality customer service is untarnished. How could Linda Dor improve employee retention and build a strong corporate culture?
Learning Objective:
This case is suitable for an organizational behaviour or strategy course at the introductory or undergraduate. The case focuses on human resources management and corporate culture building. After completing the case, students should be able to
  • clearly outline the business problem as the first step in analyzing a business case;
  • apply the Star Model framework, using it to reveal misalignments that affect company performance;
  • assess the importance of creating and maintaining a positive corporate culture;
  • recognize the factors that drive employee engagement;
  • evaluate the relationship between employee retention, customer service levels, and corporate performance;
  • monitor how key people in an organization manage issues like high employee turnover during a business expansion; and
  • develop a plan to deal with rapid expansion in a business setting.
    Issues:
    Disciplines:
    Organizational Behaviour/Leadership,  International
    Industries:
    Accommodation & Food Services
    Setting:
    Ghana, Medium, 2014
    Intended Audience:
    Intro/Undergraduate
    Price:
    $4.25 CAD / $4.25 USD Printed Copy
    $3.75 CAD / $3.75 USD Permissions
    $3.75 CAD / $3.75 USD Digital Download
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