Problem Statement Matrix

MGT-420

Grand Canyon University

Benchmark

Human Resources and change

Daniella Clingman

Adrianna Fuentes

Stan Murphy

Joy Ruiz

April 20, 2017

INTRO

Human resource management better known as the (HR Department) is managing humans and their behaviors. HR primary concerns are how employees are managed within an organization and how polices & systems are implemented. The human resource department is a key resource to its organization through attracting, developing, and maintaining a quality workforce. The HR manager is usually the first person that evaluate employees. It is important that the human resource manager is able to pick the right person for the right position. They have to be able to interview a candidate and determine if this person will be a good fit within an organization. It is important when an organization is hiring the HR person knows what one is seeking for employment and what an organization is seeking in an employee. Not only do the HR department look for a great employee, they should be making sure new hires are developing & growing as planned within the organization. Fast food restaurants could be one of the hardest job positions to fill. One have to look for so many qualities within the person they are interviewing for the job. The fast food industry is a 200 billion dollar industry and growing. Whatever one wants to eat there is a fast food restaurant that makes it. So when spending your money one should be receiving quick, hot, friendly, and accurate orders. There is so much competition in the fast food industry that they should be fighting for your business. In this paper we will show how the HR department can change behaviors in an organization like the Zaxby’s culture and make them more like the Chic-fil-la culture by attracting, developing, and maintaining a quality workforce. By effectively changing their marketing department it will automatically change their accounting department which will increase customer satisfaction.

OVERVIEW

1) Food has changed the way we conduct business and time management. There has been a consistent struggle in the US to encompass fast, quality and innovation all at the same time. Zaxby’s was founded in 1990 and originated in Athena Georgia. Founders, Zach McLeroy and Tony Townley who were childhood friends came up with a vision to serve chicken. Much of Zaxby’s success was due to its location in a small college town. The focus of Zaxby’s organizational subsystems was placed on marketing, accounting and customer satisfaction. The public knows Zaxby’s for their limited menu options. In my opinion, the brand is bland and basic with no flare or appeal from the logo to attract generation X audience. According to several reviews on Trip Advisor the food at Zaxby’s is “salty” Nicole G Macon of Georgia stated I have never been a fan of Zaxby's and always prefer Chick-fil-A instead. If I get anything I recommend the zalad, (Macon 2013). Accounting will focus on training, development and building the brand with human resources. The health industry has shifted to a more health conscientious industry. With the growing rate of obesity many of Zaxby’s signature sauces contain corn syrup instead of natural ingredients. We found that there is a need for Zaxby’s to remove artificial flavors and additives from their signature sauce to improve customer satisfaction. The three stakeholders chosen are creditors, directors and employees. The reason for selecting this organization was because of its potential to be the next sought after organization. It has a large demand of great tasting chicken with a positive atmosphere.

MAJOR CHANGE

2) A major organizational subsystem that needs to be changed within Zaxby’s is their Marketing department. The company was based out of Georgia and has expanded their organization to fifteen other states on the east coast of the United States however, little to no one is even aware of what the company is on the west coast. There is always room for improvement in any organization and the Zaxby’s brand would benefit from improving their marketing department and essentially expanding their brand to the entire country. By expanding the marketing of the company, the brand would be more recognizable and desirable in different areas of the country that would therefore result in more business and revenue for Zaxby’s as it would appeal to a broader audience. “An increased pool of potential customers can dramatically improve sales, resulting in increased profitability” (Writer, 2011). A comparable successful company to Zaxby’s would be Chick-Fil-A. Chick-Fil-A is a very prosperous company with locations scattered almost all over the country. As Chick-Fil-A was founded nearly forty-five years before Zaxby’s they have more experience in the fast food industry and Zaxby’s could use some tips in regards to marketing and expansion.

CHANGE AFFECT

3) Zaxby’s chicken is well known in the south east and according to Amy Pritchett, head of the franchise development at Zaxby’s, they plan to become a house hold name (Cansler, 2013). Both Chick-Fil-A and Zaxby’s are based out of Georgia, however, on the west coast, or at least in Arizona Zaxby’s is basically unheard of which points to issues with their marketing strategies. Both restaurants are based in the same state; Chick-Fil-A’s effective marketing has allowed them to actually become a house-hold name. If marketing is improved it would have an immense impact in both other subsystems, accounting and customer satisfaction. Better marketing would allow for broader franchise opportunities. The more locations are opened, the more revenue and also, customers would be satisfied to find shorter travel times. Zaxby’s marketing objectives are to generate new customers, generate repeat customers, and create brand awareness (Bradford, 2013). Being that they have remained on the east coast, shows success in generating repeat customers, however, generating new customers and creating brand awareness is not something they have been successful at yet. I would realign the system by putting the focus and resources into marketing research and development. I would launch campaigns aimed at creating brand awareness around the nation in order to create more franchise opportunities. Like any investment, there are financial risks but if money is invested in research and proper marketing campaigns are executed, there is a potential of increasing value. Which means more locations for people to come and eat, better quality ingredients, essentially more opportunity for more valuable exchanges therefore higher customer experience and satisfaction.

SATISFY STAKEHOLDERS

4) Food has changed the way we conduct business and time management. There has been a consistent struggle in the US to encompass fast, quality and innovation all at the same time. Zaxby’s was founded in 1990 and originated in Athena Georgia. Founders, Zach McLeroy and Tony Townley who were childhood friends came up with a vision to serve chicken. Much of Zaxby’s success was due to its location in a small college town. The focus of Zaxby’s organizational subsystems was placed on marketing, accounting and customer satisfaction. The public knows Zaxby’s for their limited menu options. In my opinion, the brand is bland and basic with no flare or appeal from the logo to attract generation X audience. According to several reviews on Trip Advisor the food at Zaxby’s is “salty” Nicole G Macon of Georgia stated I have never been a fan of Zaxby's and always prefer Chick-fil-A instead. If I get anything I recommend the zalad, (Macon 2013). Accounting will focus on training, development and building the brand with human resources. The health industry has shifted to a more health conscientious industry. With the growing rate of obesity many of Zaxby’s signature sauces contain corn syrup instead of natural ingredients. We found that there is a need for Zaxby’s to remove artificial flavors and additives from their signature sauce to improve customer satisfaction. The three stakeholders chosen are creditors, directors and employees. The reason for selecting this organization was because of its potential to be the next sought after organization. It has a large demand of great tasting chicken with a positive atmosphere.

ATTRACT, DEVELOP, & MAINTAIN

5) To improve the marketing department, the first step in the human resource process would be to recruit new employees to bring new ideas to light on how to expand the company. Aside from recruiting employees for the marketing department, Zaxby’s would also need to recruit for the new potential locations in each state that they are expanding. It is important to hire individuals that fit with the company, as they are the front workers that will be representing the company to the consumers. Sufficient training is essential in creating an effective work environment and maintaining employee retention. While attracting, developing and maintaining their workforce, Zaxby’s will need to keep their marketing goals at the forefront. All areas of the human resource management process are vital to the success of any organization as each area carries a different level of priority and importance. With the improvement of marketing strategies being the goal in mind, the most value should be placed in the recruitment part of the process. Acquiring the right people that are experts in their field and are willing to integrate their skills into one cohesive marketing strategy and are able to carryout the vision and values of the company. Regardless of the particular subsystem that requires change, employers should make sure that employees know how valued they are and be recognized for their efforts.

CONCLUSION

Ultimately the HR department should always be looking for change, ways to make the organization better. These changes starts with how the HR department recruit, train, and keep the good employees they have. In this paper we compared Zaxby’s with Chic-fil-la as a result Zaxby’s organization needed to do some changes to become more effective as an organization like Chi-fil-la. Zaxby’s goal was to provide a fun relaxed atmosphere that would keep guest coming back. But Chi-fil-la goal is personal more toward God. They want employees to spend time with God on the Holy day of the week. Chic-fil-la actually closes on Sunday, so throughout the week they work hard and by doing so they are able to take off on the Holy day of the week to give to God. In the Bible, Exodus (ch.20 verses 8, 9, 10, & 11) it says,” 8 Remember the sabbath day, to keep it holy.9 Six days shalt thou labour, and do all thy work:10 But the seventh day [is] the sabbath of the LORD thy God: [in it] thou shalt not do any work, thou, nor thy son, nor thy daughter, thy manservant, nor thy maidservant, nor thy cattle, nor thy stranger that [is] within thy gates:11 For [in] six days the LORD made heaven and earth, the sea, and all that in them [is], and rested the seventh day: wherefore the LORD blessed the sabbath day, and hallowed it”.

CITED WORK PAGE

Bradford, K. (2013, December 09). Zaxby's Business Plan. Retrieved April 22, 2017, from https://prezi.com/kvefxahbx6mx/zaxbys-business-plan/

Cansler, C. (2013, April 08). How Zaxby's plans on becoming a 'household name' Retrieved April 22, 2017, from https://www.fastcasual.com/articles/how-zaxbys-plans-on-becoming-a-household-name/

Writer, L. G. (2011, September 01). The Advantages of Expanding Business. Retrieved April 23, 2017, from http://smallbusiness.chron.com/advantages-expanding-business-21144.html

Crossway, (2011) The Holy Bible, English Standard Version (EVS). Wheaton, Illinois. Crossway

Nicole G Macon. “TripAdvisor”. December 31, 2013, https://www.tripadvisor.com/ShowUserReviews-g35348-d4778325-r189121886-Zaxby_s-Warner_Robins_Georgia.html