1. Bagel Hockey Case
Ernest Bailey

2. Bagel Hockey Case – Familiarity
Org Chart
Laraby’s boss
Mrs. Laraby
Restaurant
manager
Ernie Slim
Senior Student
Supervisor
Henry Delano
Junior Student
Supervisor
Grill Employees
Deli/Fountain
Employees
Cashier
Employees

3. Bagel Hockey Case – Familiarity
Timeline
Mrs. Laraby –
five years ago
Ernie Slim – four
years ago
Unreported
unrecognized, or
unsee ymptoms
Hockey game
witnessed

4. Bagel Hockey Case – Familiarity
Current Goals
• Mrs. Laraby’s boss
– Visit operation irregularly
• Mrs. Laraby
– Maintain uniform standards
– Maintain decorum standards
– Foster relaxed working
atmosphere
• Ernie Slim
– Prep for take-out and banquet
orders
• Henry Delano
– Chat with customers
– Fill-in when necessary
– Oversee others work
• Grill employees
– Cross-over to dish-steward
• Fountain / deli employees
– Cross-over to bus-steward
• Cashiering employees
– Ring-up customers
– End-of-day tally

5. Bagel Hockey Case – Symptoms
Weekend business is limited
Business comes in spurts
Students and others leave campus over weekend
Building use limited to special workshops / group activities
Senior supervisor works mostly in back room
Junior supervisor covers during breaks / rush
Employees are treating work environment as social experience
Manager fosters environment that is relaxed and open
Manpower under-utilized
Cross-over efficiency limited (two-stations)
Sponsorship of initiative lacking
Staff are performing just what is demanded

6. Bagel Hockey Case – Symptoms
Senior Supervisor experience is OJT + two-years college (completed?)
Junior Supervisor experience is OJT + no prior experience
Manager works weekdays
Manager rarely visits operation on weekends
Kitchen layout does not allow for observation
Layout limits efficient process of food
Café is busier during weekday vs weekend
Employee wages are same for employees whether weekday or weekend
Supervisors are treated as equals by employees
Supervisors participate in non-work related activities while at work
Food products are used in all game-play
Value of food minimized by “no appreciable loss”

7. Bagel Hockey Case
Symptom – Analysis
Symptom Analysis
Senior supervisor works mostly in back
room Control structure limited by efficiency
of supervisory staff on handJunior supervisor covers during breaks /
rush
Employees are treating work
environment as social experience Norm created through standard
facilitated by manager/managementManager fosters environment that is
relaxed and linient
Staff play games in backroom during lull
in business Leadership lacking direction and/or
policy adherenceStaff are performing just what is
demanded

8. Bagel Hockey Case
Symptom – Analysis
Symptom Analysis
Senior Supervisor experience is OJT +
two-years college (completed?)
Need additional information that
supervisors have necessary leadership
skills to manage staff when manager is
off premises.
Junior Supervisor experience is OJT + no
prior experience
Manager works weekdays
Control structure limited by efficiency
of supervisory staff on handManager rarely visits operation on
weekends
Kitchen layout does not allow for
observation
Labor-cost efficiency
Layout limits efficient process of food
Employees left working stations cannot
alert those in back playing games Employees and Supervisors are not
differentiating between social and work
environmentEmployees are “deep” into play as
customers are looking for service

9. Bagel Hockey Case
Symptom – Analysis
Symptom Analysis
Business comes in spurts Building use limited to special
workshops / group activities on
weekendWeekend business is limited
Supervisors are treated as equals by
employees – same age group Supervisor’s level of maturity should be
re-evaluated.
Supervisors participate in “games”
Food products are used in all game-play
Sanitation policy not being adhered to.
Value of food minimized by “no
appreciable loss”
No production in main kitchen on
weekend
Food-quality issue
salads, desserts, and sandwiches are
made during and are in “staling” process

10. Bagel Hockey Case
Analysis - Diagnosis
Analysis Diagnosis
Organizational structure limited by
efficiency of supervisory staff on hand Weekend leadership provides limited
efficiency under current system;
Supervisors and employees are not
following policy, but are practicing norm
instituted by management.
Leadership lacking direction and/or
policy adherence
Norm created through standard
facilitated by manager/management
Employees and Supervisors are not
differentiating between social and work
environment
Weekend Supervisors are not providing
efficient levels of authority. Employee’s
view of Supervisor’s not consistent with
authoritative nature; both compounded
by involvement in actions that are against
current policy.
Supervisor’s level of maturity should be
re-evaluated

11. Bagel Hockey Case
Analysis - Diagnosis
Analysis Diagnosis
Need additional information that
supervisors have necessary leadership
skills to manage staff when manager is
off premises.
Weekend Supervisors have shown to have
ineffective leadership skills while Manager
is offsite. Additional options must be
considered.
Food-quality standard adherence Through the use of both quality and
time/temperature/sanitation/handling
techniques organizational standards can
be reached. Actions by staff requires
additional steps be considered.
Sanitation policy adherence
Building use limited to special workshops
/ group activities on weekend
By utilizing costing approaches an
organization can reach adequate levels of
cost-effectiveness through offerings. Lack
of offerings, hours of operation, and
necessity need evaluation.
Labor-cost efficiency

12. Bagel Hockey Case
Suggested Actions
Diagnosis Action
Weekend leadership provides limited
efficiency under current system;
Supervisors and employees are not
following policy, but are practicing norm
instituted by management.
Meet with Managers and Supervisors to
review gaps in policy.
Weekend Supervisors are not providing
efficient levels of authority. Employee’s
view of Supervisor’s not consistent with
authoritative nature; both compounded
by involvement in actions that are against
current policy.
Require Manager in on weekend

13. Bagel Hockey Case
Suggested Actions
Diagnosis Action
Weekend Supervisors have shown to
have ineffective leadership skills while
Manager is offsite. Additional options
must be considered.
Establish management training program
Through the use of quality controls
and standards efficiency can be
reached. Actions by staff requires
additional steps be considered.
Create employee handbook which outlines
policies in place. Review job descriptions.
-------- Do nothing

14. Bagel Hockey Case
Suggested Actions
Diagnosis Action
By utilizing costing approaches
an organization can reach
adequate levels of cost-
effectiveness through
offerings. Lack of offerings,
hours of operation, and
necessity need evaluation.
Close during weekend unless required by contract,
banquet, or special event
----- Consider outsourcing of services

15. Bagel Hockey Case
Suggested Actions
• Require Manager’s presence on weekend
– Pro: Authority figurative figure to cover gap left by
current Supervisors.
– Con: Supervisor’s may revolt and leave additional
coverage gap
• Create employee handbook which outlines
policies in place. Review job descriptions.
– Pro: Allows effective follow-up and reviews based on
documented notice of policy.
– Con: Requires additional review of current policy to
proceed

16. Bagel Hockey Case
Suggested Actions
• Establish management training program
– Pros: Management efficiencies based on development
– Cons: Requires adequate follow-up
• Hire an additional supervisor
– Pros: Provides opportunity to have authority / experience at
desired level
– Cons: Resentment by staff may cause additional issues
• Consider outsourcing of services
– Pro: College will receive compensation via contract.
– Con: Negotiation period could take period of time
• Do nothing
– Pro: Allows more time for review.
– Con: Carry-over of current situation possible.

17. Bagel Hockey Case
Implementation
• Immediate
– Require Manager’s presence on weekend
• For short-term to cover gap
• 30 days
– Create employee handbook which outlines policies in
place. Review job descriptions.
• Review policy and meet with all employees to explain.
• 60 days
– Complete evaluation for closing on weekend
– If evaluation 90 day runs higher than 50% operational
cost daily - close on weekend.

18. Bagel Hockey Case
Follow-up
• 30 days
– Implementation of Employee handbook
completed
• 60 days
– Review roles of Supervisor’s and based action on
outcome of review
• 90 days
– Finalize action of closing if 50% operational cost
experienced daily.