Andy is describing businesses in the
cycle stage when he says employees at other restaurants are “told
how to answer a phone and how to set a table and how to greet
guests, and it’s all in giant books that they have to
In a meeting with the management team, Andy expresses concern
that a manager is not controlling costs effectively. Despite this
concern, why might Andy continue to delegate purchasing decisions
to this manager?
Andy and Scott cannot be held responsible for any decisions the
Activities are more standardized when they are delegated.
Delegation may allow Andy and Scott to leverage their time
Strategic decision making is more efficient when it is
Andy and Scott communicate a desire for their employees to have
a strong customer service ethic. For each example in the following
table, identify which organizational design mechanism is being used
to create a more customer-centric organization.
In the video, Andy says he wants
his managers to “self-start” and tells new employees, “When people
walk in the door, I don’t want them looking for me. I want them
looking for you.”
So that servers can discuss
food–wine pairings more knowledgeably with diners, the sommeliers
host wine-tasting events with lectures for all staff.
Many customers have expressed a preference for local produce in
season. Andy and Scott form partnerships with local farmers to
ensure the dependable delivery of fresh produce to Barcelona
restaurants throughout the growing season.
The choices are: clout, connection, coorperation,