evaluation
Jeff0242
groupproject.pptx
Agenda
Organization Profile
Service Profile
Field Research
History of Tim Hortons
Founded in 1964 in Hamilton, Ontario
By Tim Horton (1930–1974) and Jim Charade (1934–2009)
An initial venture in hamburger restaurants
Horton partnered with investor Ron Joyce in 1967
Gavin
2
Introduction of Tim Hortons
January 12, 1930 – February 21, 1974
A Canadian professional ice hockey defenceman
Played for Toronto Maple Leafs, New York Rangers, Pittsburgh Penguins, and Buffalo Sabres
Died following a single-vehicle crash in 1974
Gavin
3
Value Chain
Operated five distribution centers located across Canada in 2014
Through third-party distributors in the U.S.
Coffee-roasting plants in Rochester, NY and Hamilton, ON
A fondant and fills manufacturing facility in Oakville, ON
Gavin
4
Mission, Vision, and Value
Tim Hortons mission statement is “to deliver superior quality products and services for our guests and communities through leadership, innovation, and partnerships.”
-Improving health
-Improving communities
Tim Hortons vision statement is “to be the quality leader in everything we do.”
-Being a leader
-Doing more
Core Value
-Make a difference, customer first, personal excellence, cooperation, and stewardship.
-Shared goals, principles and standards.
Wenling
5
Service Culture
Material cultural
-A wide range selection of sandwiches, wraps, and soups
-Speed service and convince of being open for 24 hours.
-Opened dining room
Work relationship
-Tim Hortons employees work as a team.
-Focusing on the mean orientation
-Focusing on the goal orientation
“Corporate culture is the way an organization’s members think, act, and the world around them.” (Toister, p.8)
Wenling
6
Empowerment and joining of Tim Hortons
Empowerment：
Internal Management system
Is there any evidence to support the view?
Hiring & Training of Tim Hortons
Hiring:
What are the hiring practices?
How do they decide whom to hire?
Training:
What training does the company have?
How well are the employees trained?
Why do customers come to Tim Hortons?
As a fast chain, Tim Hortons provides speedy service and opens 24 hours a day.
It maintains a high quality of drinks and food with affordable prices.
Effective advertising and promotion programs, such as the online activity of free coffee Friday with CIBC bank users.
Jenny
What factors keep customers loyal with Tim Hortons?
1. Tim Hortons cares deeply about the communities they serve and builds trust with them. It sponsors many community charities programs such as Smile Cookie program.
“The ideal relationship between leader and follower is characterized by mutual service and trust.” (Blanchard, Hodges & Hendry, p.201)
“Servant leaders foster the development of community.” (Prins, lecturer 2, slides 9)
Jenny
10
What factors keep customs loyal with Tim Hortons?
2. Tim Hortons focuses on its unique customer-focused culture: convenience and speedy service for the customer.
“Creating a clear definition of outstanding customer service provides this direction, which is critical to create a customer service culture.” (Toister, p.24)
“Having a clear customer service vision is a common theme among companies whose employees are obsessed with delivering outstanding customer service.” (Toister, p.35)
Jenny
11
What factors keep customers loyal with Tim Hortons?
3. Tim Hortons is a far-sighted market leader: it always keeps innovating and offering new products to drive customers’ interest.
“Foresight, it is an ability to predict what is coming based on what is occurring in the present and what has happened.” (Prins, Leture#2, p.36)
Jenny
12
Social Media
Jeff
13
Good Reviews
Jeff
14
Bad Reviews
Jeff
15
Leadership
“Success for good followers relates to performance and goal achievement not personal recognition and self promotion. It is difficult but the best organizations tie advancement and reward to performance and goal achievement as hard as that may be to do” (McCallum, 2013)
“followers can “make or break” the leader influencing if and how goals are accomplished” (Moran, 2014)
Jeff
16
Reference List
Blanchard, K., & Hodges, P., Hendry, P. (2016). Lead like Jesus: Lessons from the greatest leadership role model of all time. Revisited. New York, NY: MJF Books.
Harry. (2019, Mar). Organizational Culture of TIM HORTONS INC. https://www.essay48.com/case/28822-TIM-HORTONS-INC-Organizational-Culture
McCallum, J.S. (2013). Followership: the other side of leadership. IVEY BUSINESS JOURNAL. Retrieved from https://iveybusinessjournal.com/publication/followership-the-other-side-of-leadership/
Rah, R. (2013, November 29). TIM HORTONS VISION & MISSION STATEMEN. https://therahrahexecutive.wordpress.com/2013/11/29/tim-hortons-vision-mission-statement/
Toister, Jeff. (2017). The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. Toister Performance Solutions.
Parr, S., (2012, January 24). Culture Eats Strategy For Lunch. Retrieved from https://www.fastcompany.com/1810674/culture-eats-strategy-for-lunch
Moran, G. (2014, April 29). 5 Ways Being A Good Follower Makes You A Better Leader. Retrieved June 03, 2020, from https://www.fastcompany.com/3029840/5-ways-being-a-good-follower-makes-you-a-better-leader
Buchanan, L. (2007, May 01). In Praise of Selflessness. Retrieved June 03, 2020, from https://www.inc.com/magazine/20070501/managing-leadership.html
Spears, L.C. (2010). Character and Servant Leadership: Ten Characteristics of Effective, Caring Leaders. The Journal of Virtues & Leadership, 1(1). Retrieved from https://www.regent.edu/acad/global/publications/jvl/vol1_iss1/Spears_Final.pdf
Prime, J., & Salib, E. (2017, December 07). The Best Leaders Are Humble Leaders. Retrieved June 03, 2020, from https://hbr.org/2014/05/the-best-leaders-are-humble-leaders
