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General Mills Operation 1


RUNNING HEAD: GENERAL MILLS OPERATION


                      GENERAL MILLS OPERATION


CUSTOMER INSERTS HIS/HER NAME:




UNIVERSITY NAME:




Case Study Analysis
General Mills Operation 2


GENERAL MILLS OPERATION


Overview of the case situation


       The case situation deals with disagreements that occurred between the management of

the General Mills Corporation which is one of the branches of Olive Garden Restaurants. It

was a dispute between a customer of the restaurant and the organization. The managers who

are faced with these issues are supposed to deal with the issues using good skills and also

with a lot of patience to enhance harmony between the customer and the managers.


       A customer who wrote a letter to the president of Olive Restaurant Garden Division

complained of an unpleasant experience in the restaurant and wanted the president to help

solve the issue. The customer had gone to the restaurant with his family for a mid-evening

meal and was with his two daughters and his father. He accepted that he had great food and

great experiences before in the restaurant and he commented that the facilities of the

restaurant were good. At the time of the arrival, the customer was surprised to see that there

were few customers for dinner at the restaurant and there was no one to welcome and to greet

them at the entrance. No hostess was at their service and the customer decided to go and look

for one and found an annoyed hostess who did not want additional customers at that time.

The customer and his family were offered a table that they were not comfortable with

because his father was an amputee and could not walk to the table. After some arguments the

hostess gave them a table that was not cleaned off.


       The other challenge the customer and his family faced was to find a waiter who could

take their order. After twenty minutes the meals arrived and to their surprise the meals were

cold, and his daughters did not want to complain and so they took the meals cold. The waiter

left after bringing the second plate of Cannelloni and the customer had to go to the bar to look

for an employee for a check. The customer got a chance to talk with the manager and he was
General Mills Operation 3


confrontational towards him. There was an exchange of words between the customer and the

manager and they were both angry.


Critical business and communication issues


       One of the critical business issues that are evident in the case study is that there was

no customer satisfaction in the services that were given by the manager and the other

employees. The customer was not satisfied from the time he entered the restaurant until the

time he left. To get a hostess was a problem and later to get a waiter became a problem. The

cold meals also contributed to the disagreements and in general the services were not as

expected by the customer.


       Another problem was that the time that was used to serve the customer was unusual

and was not among his expectations. When the complains were taken to the manager, he did

not deal with the problems or try to save the situation but instead he showed his frustration to

the customer who did not know that it was wrong for him to be at the restaurant at such an

hour. He did not demonstrate his leadership to the customer and instead he asked the

customer what he wanted him to do concerning the incompetence of the employees.


       There was no good communication between the manager and the customer and that is

what led to a great misunderstanding between them. The managers are supposed to establish

clarity in any discussion between them and the customers. According to Blanchard, (2007),

an important issue in communication involves listening and not giving feedbacks that are not

meaningful. The employees of the restaurant were not ready to serve more customers at that

hour and it was not communicated to the customer directly which could have solved the

problem before it was amplified. If only the manager knew how to communicate with his

employees, then the disagreement would not have occurred because the manager could have

accepted their mistake and the issue would have been solved in the right way.
General Mills Operation 4


Key recommendations to resolve the communication problems


       The president of Olive Restaurant Garden Division should emphasize to the managers

and to all the employees the need of customer satisfaction as illustrated by European public

administration network, (2008). Satisfaction increases the royalty of the customers which is a

key to retention of the customers. Lack of customer satisfaction for the restaurant will make

the restaurant to loose its customers to competitors.


       The Restaurant should use customer relationship management database to deal with

the situation and also to avoid future disagreements between the organization and the

customers which may reduce the sales of the restaurant. The president of Olive Restaurant

Garden Division after receiving the letter from the customer is supposed to immediately seek

to communicate with the customer before the issue amplifies into a major problem. The

customer said that he was disappointed and still angry because of the experience and the

issues can be resolved quickly if the president deals with the customers concerns

immediately.




References


Blanchard, D., (2007), Supply chain management: Best practices. Pp 33-54
General Mills Operation 5


European public administration network, (2008), Customer satisfaction management,

(Online) Available from

http://www.eupan.eu/files/repository/document/customer_satisfaction/EU_Primer_English__

FINAL_LR.pdf Viewed on 23 May 2011

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Case study analysis

  • 1. General Mills Operation 1 RUNNING HEAD: GENERAL MILLS OPERATION GENERAL MILLS OPERATION CUSTOMER INSERTS HIS/HER NAME: UNIVERSITY NAME: Case Study Analysis
  • 2. General Mills Operation 2 GENERAL MILLS OPERATION Overview of the case situation The case situation deals with disagreements that occurred between the management of the General Mills Corporation which is one of the branches of Olive Garden Restaurants. It was a dispute between a customer of the restaurant and the organization. The managers who are faced with these issues are supposed to deal with the issues using good skills and also with a lot of patience to enhance harmony between the customer and the managers. A customer who wrote a letter to the president of Olive Restaurant Garden Division complained of an unpleasant experience in the restaurant and wanted the president to help solve the issue. The customer had gone to the restaurant with his family for a mid-evening meal and was with his two daughters and his father. He accepted that he had great food and great experiences before in the restaurant and he commented that the facilities of the restaurant were good. At the time of the arrival, the customer was surprised to see that there were few customers for dinner at the restaurant and there was no one to welcome and to greet them at the entrance. No hostess was at their service and the customer decided to go and look for one and found an annoyed hostess who did not want additional customers at that time. The customer and his family were offered a table that they were not comfortable with because his father was an amputee and could not walk to the table. After some arguments the hostess gave them a table that was not cleaned off. The other challenge the customer and his family faced was to find a waiter who could take their order. After twenty minutes the meals arrived and to their surprise the meals were cold, and his daughters did not want to complain and so they took the meals cold. The waiter left after bringing the second plate of Cannelloni and the customer had to go to the bar to look for an employee for a check. The customer got a chance to talk with the manager and he was
  • 3. General Mills Operation 3 confrontational towards him. There was an exchange of words between the customer and the manager and they were both angry. Critical business and communication issues One of the critical business issues that are evident in the case study is that there was no customer satisfaction in the services that were given by the manager and the other employees. The customer was not satisfied from the time he entered the restaurant until the time he left. To get a hostess was a problem and later to get a waiter became a problem. The cold meals also contributed to the disagreements and in general the services were not as expected by the customer. Another problem was that the time that was used to serve the customer was unusual and was not among his expectations. When the complains were taken to the manager, he did not deal with the problems or try to save the situation but instead he showed his frustration to the customer who did not know that it was wrong for him to be at the restaurant at such an hour. He did not demonstrate his leadership to the customer and instead he asked the customer what he wanted him to do concerning the incompetence of the employees. There was no good communication between the manager and the customer and that is what led to a great misunderstanding between them. The managers are supposed to establish clarity in any discussion between them and the customers. According to Blanchard, (2007), an important issue in communication involves listening and not giving feedbacks that are not meaningful. The employees of the restaurant were not ready to serve more customers at that hour and it was not communicated to the customer directly which could have solved the problem before it was amplified. If only the manager knew how to communicate with his employees, then the disagreement would not have occurred because the manager could have accepted their mistake and the issue would have been solved in the right way.
  • 4. General Mills Operation 4 Key recommendations to resolve the communication problems The president of Olive Restaurant Garden Division should emphasize to the managers and to all the employees the need of customer satisfaction as illustrated by European public administration network, (2008). Satisfaction increases the royalty of the customers which is a key to retention of the customers. Lack of customer satisfaction for the restaurant will make the restaurant to loose its customers to competitors. The Restaurant should use customer relationship management database to deal with the situation and also to avoid future disagreements between the organization and the customers which may reduce the sales of the restaurant. The president of Olive Restaurant Garden Division after receiving the letter from the customer is supposed to immediately seek to communicate with the customer before the issue amplifies into a major problem. The customer said that he was disappointed and still angry because of the experience and the issues can be resolved quickly if the president deals with the customers concerns immediately. References Blanchard, D., (2007), Supply chain management: Best practices. Pp 33-54
  • 5. General Mills Operation 5 European public administration network, (2008), Customer satisfaction management, (Online) Available from http://www.eupan.eu/files/repository/document/customer_satisfaction/EU_Primer_English__ FINAL_LR.pdf Viewed on 23 May 2011