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Product cover image for The Linda Dor: Building a Culture of Customer Satisfaction

The Linda Dor: Building a Culture of Customer Satisfaction

Nicole R.D. Haggerty; Mark Boadu; Allie Zuccon;Zoe Woods

Product #:9B18C014
Supplier:Ivey/Africa Institute
Discipline:International Business, Organizational Behaviour/Leadership
Setting:Ghana, 2014
Details:Case (PDF) • 5 pages • 2018-07-24

Subjects:

ManagementLeadership and managing peopleBusiness growthManagement trainingBusiness managementOrganizational cultureInternational businessOrganizational behavior

Industries:

Food and beverage sector

Geography:

GhanaAfrica
Your Price:$9.71

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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 Objectives

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.
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    Case Study: The Linda Dor: Building a Culture of Customer Satisfaction (English version) | Ivey Publishing