Prata Walala Case Study Summary
Base on Appendix B, many customers has given feedback and review on the 5 Prata Wala outlets as below average. This is also due to their poor ambience, lighting, services, greasy plates, cutlery, tables and floor. Lacking of good supervision will also naturally lead to poor customer service process in place. With the competitive markets, most of their staff are employ with no experience, low education or even without any education in the kitchen as well for their attendant are either foreign workers or general workers. Each outlet is allocated with one manager to supervise the entire team in the outlet. Like typical small F&B restaurants, supervisors are employed solely base on the past experiences but no further training or development is provided. Supervisors are often seen to be very commanding and giving bad instructions to their staff during peak or non-peak hours. …show more content…
As this position is easily obtained in the industry.
Due to high staff turnover, these lowly paid workers are also required to do extra work. The perception of external pay inequality will increase job dissatisfaction and low morale resulting in poor customer service.
To create external pay equity, it is recommended that the organization pay these employees at least at the market rate or preferably slightly above. This will help in staff retention and even attract quality, workers. It will also lead to higher motivation and improve a better customer service to prevent customers run away to competitors. This little pay adjustments will translate into wise savings for the organizations in the long run.
Another recommendation is to improve their comparative equity of the workplace benefits. Prata Wala management can tie up with supermarkets and retail clothing outlets so that their staff can enjoy discounts. This would be an enormous incentive for these workers to stay with the
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