Wally’s Wonder Wash (WWW) is a full-service, high-tech, high-touch car wash company owned solely by Wally Wheelspoke. Located in a midwestern city of 200,000 people (with another 100,000 in suburbs and more rural towns throughout the county), WWW currently has four facilities within the city. Wally plans to add four more facilities within the city in the next two years, and later on he plans to begin placing facilities in suburban locations and rural towns. Major competitors in the city include two other full-service car washes (different owners), plus three touchless automatic facilities (same owner).
Wally’s critical strategy is to provide the very best to customers who want and relish extremely clean and “spiffy” vehicles and to ensure they have a positive experience each time they come to WWW. To do this, WWW seeks to provide high-quality car washes and car detailing and to generate considerable repeat business through competitive prices combined with attention to customers. To make itself accessible to customers, WWW is open seven days a week, 8:00 a.m. to 8:00 p.m. Peak periods, volume-wise, are after 1:00 p.m. on weekdays and from 10:00 a.m. to 5:00 p.m. on weekends. In addition, Wally uses his workforce to drive his strategy. Though untrained in HR, Wally knows that he must recruit and retain a stable, high-quality workforce if his current facilities, let alone his ambitious expansion plans, are to succeed.
WWW has a strong preference for full-time employees, who work either 7:30 a.m. to 4:00 p.m. or 11:00 a.m. to 8:00 p.m. Part-timers are used occasionally during peak demand times and during the summer when full-timers are on vacation. There are two major jobs at WWW: attendant (washer) and custom service specialist (detailer). Practicing promotion from within, WWW promotes all specialists from the attendant ranks. There are currently 70 attendants and 20 custom service specialists at WWW. In addition, each facility has a manager. Wally has filled the manager jobs by promotion from within (from either the attendant or custom service specialist ranks), but he is unsure if he will be able to continue doing this as he expands.
The job of attendant is a demanding one. Attendants vacuum vehicles from front to rear (and trunk if requested by the customer), wash and dry windows and mirrors, dry vehicles with hand towels, apply special cleaning compounds to tires, wipe down the vehicle’s interior, and wash or vacuum floor mats. In addition, attendants wash and fold towels, lift heavy barrels of cleaning compounds and waxes, and perform light maintenance and repair work on the machinery. Finally, and very important, attendants consistently provide customer service by asking customers if they have special requests and by making small talk with them. A unique feature of customer service at WWW is that the attendant must ask the customer to personally inspect the vehicle before leaving to ensure that the vehicle has been satisfactorily cleaned (attendants also correct any mistakes pointed out by the customer). The attendants work as a team, with each attendant expected to be able to perform all of the above tasks.
Attendants start at a base wage of $8.00/hour, with automatic $.50 raises at six months and one year. They receive brief training from the manager before starting work. Custom service specialists start at $9.00/hour, with $.50 raises after six months and one year. Neither attendants nor custom service specialists receive performance reviews. Managers receive a salary of $27,000, plus an annual “merit” raise based on a very casual performance review conducted by Wally (whenever he gets around to it). All attendants share equally in a customer tip pool; custom service specialists receive individual tips. The benefits package is composed of the following: (1) major medical health insurance with a 20% employee co-pay on the premium, (2) paid holidays for Christmas, Easter, July 4, and Martin Luther King Jr.’s birthday, and (3) a generous paid sick-pay plan of two days per month (in recognition of high illness rates due to extreme working conditions).
In terms of turnover, Wally has spotty and general data only. In the past year WWW experienced an overall turnover rate of 65% for attendants and 20% for custom service specialists; no managers left the company. Though lacking data further back, Wally thinks the turnover rate for attendants has been increasing. WWW’s managers constantly complain to Wally about the high level of turnover among attendants and the problems it creates, especially in fulfilling the strong customer service orientation for WWW. Though the managers have not conducted exit interviews, the major complaints they hear from attendants are (1) the pay is not competitive relative to the other full-service car washes and many other entry-level jobs in the area, (2) the training is hit-or-miss at best, (3) promotion opportunities are limited, (4) managers provide no feedback or coaching, and (5) customer complaints and mistreatment of attendants by customers are on the rise.
Wally is frustrated by attendant turnover and its threat to his customer service and expansion strategies. He calls on you for assistance in figuring out what to do about the problem. Use the decision process shown in Exhibit 14.11 to help develop a retention initiative for WWW. Address each of the questions in the process:
Do we think turnover is a problem?
How might we attack the problem?
What do we need to decide?
How should we evaluate the initiatives?
EXHIBIT 14.11 Decision Process for Retention Initiatives
Do We Think Turnover Is a Problem?
• Turnover high or increasing relative to internal and external benchmarks
• Managers complain about retention problems
• High-value employees are leaving
• Demographic disparities among those who leave
• Overall costs exceed benefits of turnover
How Might We Attack the Problem?
• Lower desirability of leaving? Increase job satisfaction—yes Decrease shocks—no Personal reasons—no Improve organizational justice—yes Improve social environment at work—yes
• Lower ease of leaving? Change market conditions—no Decrease provision of general KSAOs—yes Make leaving more costly—yes
• Change alternatives? Promotion and transfers—yes Respond to outside job offers—yes
What Do We Need to Decide?
• Turnover goals
• Targeted to units and groups
• High-value employees
• General and targeted retention initiatives
• Lead, match, or lag the market
• Supplement or supplant
• HR and managers’ roles
How Should We Evaluate the Initiatives?
• Lower proportion of turnover if avoidable
• Turnover low or decreasing compared with benchmarks
• Fewer complaints about retention problems
• Fewer high-value employees leaving
• Reduced demographic disparities
• Lower turnover costs relative to benefits
Section II The Harry Potter Phenomenon 2.1 How did it begin? The Harry Potter wonder began gradually, as we have seen Rowling had a great deal of inconvenience attempting to distribute the book and 12 distributing houses turned her down however she had persistence and she truly had confidence in the books, in the story and continued attempting. The substance of the books was so interesting, so fabulous from whatever else that it set off a mass wonder. We can ask our selves: what turns into a wonder? As a matter of first importance we have to comprehend the term 'social marvel' or 'media wonder'. A marvel isn't a development of the present, of the occasions we live in, however it has existed as far back as a human aggregate inner voice has existed. Somebody discovered something helpful and it was so great and vital that everyone began utilizing it. For instance the development of the phone, or the PC, we may not think it along these lines but rather the innovation of those things carried with them an entire wonder. I mean regardless of whether Alexander Graham Bell wouldn't have designed the phone it would in any case be developed by another person as it is an extremely valuable and progressive gadget. Individuals need this gadget and have required it as far back as the start of the world. The development of TV or photograph camera are things that the people required as far back as they probably am aware it yet couldn't emerged their longing. Individuals would paint in caverns things they loved, things they did, things they had confidence in, they wanted to catch their regular day to day existence and deify it by one way or another. As time passed individuals got increasingly more talented in the craft of painting and could imitate the truth better and better; innovation progressed also and kept on pursueing this antiquated want and now express gratitude toward God we truly figured out how to imagine a gadget that can catch the truth precisely for what it's worth. The camera is something so valuable and required by the people that pretty much every individual groups in any event one camera. Telephones are outfitted with cameras, with voice recording highlights, with web and so forth. For what reason is that? Since we need to deify our encounters, we need to record unique occasions and customary too, we need to take pictures with the general population that we adore so we can keep them with us always, we particularly prefer to glance back at our past and by having photographs taken in the past we can truly ship ourselves better. By taking pictures we can desert to our relatives confirmation of our reality, of how we were, what we looked like, what we enjoyed and so on. This was just a single case of how a wonder happens, how it begins. A wonder exists just when it is perceived by the majority. In the event that lone a couple of individuals, or a few gatherings hold fast to it then it isn't generally a wonder. A wonder is something that it is so helpful, vital and was required by the people for quite a while yet couldn't generally accomplish it and afterward when someone at last gets the opportunity to concoct/make it, it is quickly acclimatized by everybody. What Graham Bell did was distinctly to proceed with the aggregate long for having the option to talk with someone else notwithstanding when that individual isn't close. The ones that concocted the camera pursued on a group, pre-recorded dream – that of imitating the truth, the ones that created the TV and the PC – same thing. Presently what J.K. Rowling did was to abuse our old wants to deal with enchantment, to have enchantment, to utilize enchantment, among numerous different highlights in her books yet the enchantment is the one that set off the wonder. When we take a gander at the impacts that her books have we discover messages, for example, British Folklore and folklore, The Bible, The Iliad, Mac Beth, Emma, The Chronicles of Narnia, The Sword in The Stone, A story of two urban communities, and so on a large number of which need to manage enchantment. Enchantment has dependably been available in the human cognizance, in the human creative mind, what Rowling did is simply to misuse these legends, these fantasies, these appearances of our creative mind. Makes them still so spellbinding that we can't know without a doubt, even with all innovation and information of the physical world, that they don't exist. Enchantment will vanish from our brains just when we will have a definitive information of this world, of how it works, of how it came to presence up to that point our psyches will constantly extravagant around these parts of a 'substitute reality'. The 'substitute the truth' is the subsequent primary motivation behind why The Harry Potter Phenomenon exists. The world that Rowling has made is so huge, so profound, so serious that it very well may be called a 'substitute reality'. I'm not saying that one should accept that enchantment exists and take a floor brush and hop of the rooftop with it trusting it will begin flying, this isn't what I mean when I state 'interchange reality', it is an 'other reality' that will be discovered when diving into that world by perusing. It is so tremendous and it has everything in it that you can without much of a stretch disregard this world and be enthralled by that world. Presently for what reason do we have to disregard this world and dive into another, fanciful one? The appropriate response is straightforward: this world is excessively monstrous and exhausting, at any rate the general public we live in. We are compelled to go to class without wanting to, we are compelled to obey arranges by our folks, by our instructors, by the general public. We are obliged to work on the off chance that we need to endure, we need to make a great deal of concessions and everything we could ever hope for and desire are controlled by other individuals who snicker at as, by guardians, by educators – and every one of these things truly make us debilitated, we have to get away, we have to escape from everything so as to not fall into a profound discouragement. What is the best and most secure approach to do as such? It is to peruse a book. In any case, not every one of the books have this component or capacity to enable you to do as such, not every one of the books portray such magnificent things in such a superb route as to make you dive into them. What's more, here comes the genuine value of J.K. Rowling on the grounds that she truly figured out how to do this. Also, it isn't me that is stating it, really I don't need to state it – I'm not J.K. Rowling's legal advisor; yet the way that her books have turned into a worldwide marvel says everything. A wonder is something that comes at the perfect time and it is something that the people constantly required. From here comes the resolution that we truly need enchantment in our lives, that this general public where we live in isn't so impeccable and that we have to make tracks in an opposite direction from it in any event in our psyches. Kids return home from school totally depleted from the numerous classes they had – exhausting long classes, they gotten back home likewise with a great deal of homework to do as though the hours spent in school were insufficient and what is there to do, to truly make tracks in an opposite direction from everything? To peruse a book, a great book, a different universe to escape to. Something very similar with grown-ups: they have experienced for their entire lives compelled and limited by the general public now they keep on working for the general public, each with his activity and at some point it is simply a lot there must be something to enable them to make tracks in an opposite direction from everything. Harry Potter is a Phenomenon since it has the ability to satisfy this pretty much cognizant want in our psyches that of departure. Music has a similar power, a similar element and perhaps a similar reason. Individuals regularly sing about adoration, about what they don't have and wish to have, about different spots and so forth. When we tune in to a tune we get moved to the world the vocalist is singing about or we resound by having similar emotions, sufferings and so forth. That is the thing that makes up a wonder the mass reverberation of something that has dependably captivated, frequented and tailed us however we didn't have an inkling or have the ability to express it. In J.K. Rowling's case, be that as it may, the achievement was not all that moment and we couldn't discuss a wonder before the year 2000 when the forward book was discharged. She had neighborhood accomplishment with the arrival of the primary book and second yet the achievement did not come until U.S. found the books; at that point it began to turn into a social wonder. I said not before year 2000 and I imply that with the arrival of the forward book Harry Potter turned into a worldwide wonder, its debuts were extremely colossal all around the globe and had boundless media inclusion. I think one thing that helped a great deal the Harry Potter books to turn into a wonder was the web. The web pages that were made by fans had huge impact in spreading the attention. Obviously the first and fundamental method for exposure was verbal, truly individuals would converse with each other and suggest this fabulous book yet the marvel wouldn't have begun so quick if not for the web. TVs can communicate a few occasions with respect to the books, or radio stations discussing them yet what is more honest than genuine surveys made by fans who have perused the books and were so staggered by them that they wanted to make sites devoted to them? In the event that the TVs and radio stations were simply carrying out their responsibilities these individuals were doing it since they adored the books. So the ones that have the fundamental credit for setting off the wonder are not using any and all means the media or paid attention. That is the thing that a genuine marvel is, it doesn't require an excessive amount of attention, everything happens unconstrained and it will consequently have the help of everybody that interacted with it. 2.2 The effect on the general public The effect on society is enormous and in pretty much every field: music, motion pictures, diversion park, apparel and so forth subsequently in this subchapter I will portray each viewpoint where Harry Potter has left its follows in the public arena. The Fan Sites: The most established Harry Potter fan locales date around 1997-98. The destinations are so true and clean that even J.K. Rowling respect them and once in a while grants the ones that are the best. The principal site granted by J.K. Rowling was 'Immeritus' – a site dedicated particularly to Sirius Black. At that point Rowling granted 'Godric's Hollow' at that point 'Mugglenet' – an excellent fan site containing: news, pictures, interviews, selections from books,>GET ANSWER