This case study focuses on the opening of new Dunkin Donut locations. Dunkin Donuts is an international donut and coffee house company with headquarters at Canton, Massachusetts. The company belongs to the food and beverage industry. The company offers baked foods such as donuts and bagels; iced beverages; hot beverages; soft drinks and frozen beverages (Rangaswamy, 2012). The management of Dunkin Donuts franchise intends to open five new stores in two years’ time. This case study presents the job design (Franchise manager, baker, accounting manager and coffee maker); organizational design; recruitment and selection procedures and the training and performance appraisal that will be used in the locations. The job designs for the franchise managers, bakers, accounting managers and coffee makers are in the first part of the case study. The organizational design for Dunkin Donuts is in the second part of the case study. The recruiting and selecting strategies are in the third part of the case study. Training and performance appraisals are in the last part of the case study.
The franchise manager will direct other employees in the new locations. The franchise manager will manage inventory, aintainkeep records of materials, foods and beverages. The franchise manager will manage the payroll. The franchise managers will maintain updates concerning finances and the health of employees. The franchise managers will oversee the hiring and dismissal of workers. The franchise managers will be responsible for maintaining accounting and finance records in the franchises (Schmidt & Oldfield, 2009).
The bakers in the franchises will be responsible for baking the breads, cakes, pastries and other baked goods.The bakers will purchase and prepare all the baking ingredients. The bakers will measure the required portions for various donuts. The bakers will package all the cakes and other baked products. The bakers will serve the baked goods to the customers. The bakers that will hired in the franchisees must possess excellent skills in measuring, cooking and baking. The bakers will be resilient, sociable, organized, orderly and honest people. The bakers will monitor the production schedules because it will help them in determining the amount of cakes to be baked. The bakers will be in charge of the baking equipment and they will clean the equipment at the end of every day (Schmidt & Oldfield, 2009).
The accounting managers will be in charge of the accounting departments and they shall make decisions concerning the franchisees’ accounts.The accounting managers shall be in charge of account receivables, coat accounting and accounts payable.
The coffee makers shall prepare and serve frozen and iced coffee. The coffee makers shall ensure that the coffee is freshly ground, brewed and served to the customers. The coffee makers will discard any coffee that is not served within 20 minutes after preparation (Rangaswamy, 2012).
The Dunkin Donut franchises shall have a functional organizational design. The organizational design shall encourage work specialization in various departments. The franchises shall adopt functional departmentalization.The main departments in the franchises shall be accounting, sales, human resource, marketing and production department (Habiby & Coyle, 2010).The departments shall function independently and they shall be autonomous of each other. The departments will concrete on improving their performance.The departmental heads shall report to the Franchise manager. The franchise managers will be in charge of the franchisees and they will report to the district manager. The district manager shall be at the top of the organization structure. The district manager will have complete authority, responsibility and autonomy to operate structure and staff the new franchises. Each franchise shall have two vice franchise managers who will head the marketing and finance divisions. Below the vice franchise managers, there shall be customer service managers, accounting managers, marketing and research managers, planning managers and sales managers (Schmidt & Oldfield, 2009).
The subordinate staff shall include the bakers, coffee makers, watchmen, waiters and waitresses. The organizational design shall have high levels of horizontal separation into various divisions and departments. The will be a lot of formality in the organization and all employees will contribute towards decision making in the franchises.The franchises shall use the downward method of communication. The functional skills in the franchises shall be paramount (Habiby & Coyle, 2010).The organizational structure will minimize the duplication of duties and responsibilities in the franchises. The departments shall work together towards creating successful teams within the franchise. The organizational design will focus on the departmental performance of the various divisions within the franchises. The decision-making process in the five franchises shall be decentralized. The tasks in the franchises shall be separated into distinct jobs. The employees shall specialize in performing specific tasks within the franchises.There shall be a unit of command in the franchises thus the subordinate employees will report to their departmental heads. The departmental heads will have the authority to command and direct the subordinate employees in the respective departments. The workers shall comply with Dunkin Donuts code of conduct (Rangaswamy, 2012).
Recruiting and Selection
Dunkin Donuts shall use external recruitment methodology to recruit it employees.The franchises shall use interviews to select the appropriate employees. The first step that Dunkin donut shall use in recruiting is the development of job descriptions for different jobs. The franchises shall identify the roles of various positions by identifying the skills, knowledge and personal attributes that will be required for the posts (Habiby & Coyle, 2010).The second step shall entail compilation of job profiles.The job profiles will be useful in matching the skills of candidates to the various positions. The third strategy will be drafting an advert that will describe the qualifications and requirements for different positions. The job adverts will be placed on print media and the internet. The franchises shall formulate phone screening interviews for the prospective candidates. After the phone interviews, the franchise managers shall review the curriculum vitaes and select the best candidates (Schmidt & Oldfield, 2009).
The best candidates shall be screened through phone interviews to evaluate their proficiency. The franchise managers shall choose the best candidates after the phone interviews. The franchise manager shall assess the attributes and skills of the best candidates using reliable assessment tools.The assessment tools will be instrumental in determining whether a candidate is an introvert, conscientious, an extrovert, open-minded and emotionally stable among other traits. The assessments shall be administered through online means. The franchise manager shall conduct face to face interviews on candidates who succeed in the online assessment. The franchise manager shall select the best candidate after the face to face interview. The company will conduct background checks on the successful candidate to help in uncovering weaknesses and problems that may not have been revealed in the other tests and interviews. Finally, the franchise will offer the job to the best candidate (Habiby & Coyle, 2010).
Training and Performance appraisals
Dunkin Donut shall train the new employees through introspection, self-assessment and apprenticeship. The training of employees will aim at improving the overall productivity of Dunkin Donuts. The employees shall learn from the daily job experiences. Dunkin donuts shall focus on training its employees and improving its productivity (Habiby & Coyle, 2010). Dunkin Donuts shall use training instructions that match with the requirements of different positions. The bakers will be trained on how to use the latest baking machines such as glazers, slicers, mixers and wrappers. The bakers will be enlightened on how to stock and preserve the baked products. The newly hired bakers will be trained on how to spread toppings on the cakes (Schmidt & Oldfield, 2009).
The bakers will be trained on molding the cakes into various shapes. The coffee makers will be trained on how to promote convenience and safety while using the coffee making machines. The coffee makers will be trained on all the steps of making quality coffee. The employees shall be trained on how to mill and process fresh coffee. The coffee makers will be trained on how to store coffee in the cooling units to make sure that the coffee never waters down. Dunkin Donuts shall offer corporate social responsibility training to all employees. The employees will receive trainings on the preservation of the environment. The employees will receive training on how to ensure safety in their neighborhoods (Habiby & Coyle, 2010).
Dunkin Donuts will perform performance appraisal to determine the productivity of its employees. The performance appraisals will assess the coffee making and baking skills in the employees. Employees will demonstrate good performance will be given incentives in the form of promotions and monetary compensation. The performance appraisals will ensure that the employees prepare high-quality coffee and cakes. The performance appraisal will ensure that Dunkin Donuts ‘ products have low calories, low sugar, low salt and low fats. The appraisals will aim at increasing the amount of beneficial nutrients in Dunkin Donut’s products (Habiby & Coyle, 2010).
In summary, this case study has discussed the opening of new Dunkin Donut locations. Dunkin Donuts is an international donut and coffee house company that has its headquarters at Canton, Massachusetts. Dunkin Donuts offers baked foods such as donuts and bagels; iced beverages; hot beverages; soft drinks and frozen beverages. This case study has presented the job design; organizational design; recruitment and selection strategies and the training and performance appraisal that will be used in the locations. The franchise manager will direct other employees. The bakers in the franchises will be responsible for baking the breads, cakes, pastries and other baked goods. The accounting managers shall be in charge of account receivables, coat accounting and accounts payable. The coffee makers shall make and serve frozen and iced coffee. The Dunkin Donut franchises shall have a functional organizational design. The main departments in the new locations will be accounting, sales, human resource, and marketing and production department. The franchises shall use the downward method of communication. The new employees at Dunkin Donuts will be trained through introspection, self-assessment and apprenticeship. The performance appraisals will ensure that the employees prepare high-quality coffee and cakes. Dunkin Donuts shall use recruit employees through the external recruitment methodology. Interviews will be used to select the appropriate employees. The implementation of the job design, organizational design, training, performance appraisal, recruitment and selection will lead to success in the new locations.
Habiby, A. S.& Coyle, D. M. (2010). The high-intensity entrepreneur. Harvard business review, 19, 24-26.
Rangaswamy, P. (2012). South Asians in Dunkin’Donuts: niche development in the franchise industry. Journal of Ethnic and Migration Studies, 33(4), 671-686.
Schmidt, R. A. & Oldfield, B. M. (2009). Dunkin’Donuts–the birth of a new distribution and franchising concept. Journal of Consumer Marketing, 16(4), 376-385.