Group 5 Presentation

Group 5 Presentation

History/ Background of IN-N-OUT

• In 1948, the first In-N-Out Burger was founded by Harry and Esther Snyder in Baldwin Park.

• The Snyder's business philosophy: "Give customers the freshest, highest quality foods you can buy and provide them with friendly service in a sparkling clean environment."

History/Background continued

• By the time of Harry Snyder's death in 1976, there were only 18 drive-thru locations.

• While Rich was President, In-N-Out grew from those 18 locations in 1976 to 93 locations at the time of his death in 1993.

• The atmosphere of enthusiasm for serving customers the freshest quality hamburgers and French fries can be seen all the way from the many store locations to the office Associates.

History/Background continued

• Aside from building improvements, though, In-N-Out has retained the basic traditions that have made it a favorite for 60 years.

• Many Associates have been with In-N-Out for over 20 years, some even worked with Harry and Esther in the early years.

MotivationMotivation: Level, Direction, and

Persistence of effort expended at work.

Motivation Theories that apply:

Expectancy Theory of Motivation

Frederick Herzberg’s job-design approach of job enrichment

Motivation Cont’d.• A theory that does not apply:Equity Theory of Motivation:

-Felt Negative Inequity

Individual Outcomes Other’s Outcomes ________________ ≤ _______________Individual Efforts Other’s Efforts

RewardsIntrinsic Rewards: feeling of achievement, recognition, and personal growth.

Extrinsic Rewards: Benefits and Pay

Part Time: “You are important to us!”

Full Time: Additional benefits package

Performance ManagementPerformance management is the systematic process by which an agency involves its employees, as individuals and members of a group, in improving organizational effectiveness in the accomplishment of agency mission and goals.

Continued…• At In N Out workers are called associates

rather than employees to create a sense of belonging and to feel apart of the company.

• They feel appreciated

• Coworkers are given opportunities to advance

Performance Management at In N Out consists of Planning, Goals, and Strategies

• In N Out provides a team oriented atmosphere whereby goal setting and communication exist

• At In N Out planning is done by giving employees flexible plans so that they can be adjusted for changing program objectives and work requirements.

• Some of their priorities are concentrating on the customer experience which includes image, cleanliness, and courtesy.

Continued…• They also provide excellent training and development

for all of their associates including managers.• Managers are put to a four year training course that

teaches them how to deal with different cultures and how to treat people.

• This is training is used so that every single In N Out will be consistent in how the management and employees treat consumers.

Performance Management Cont’d

• In N Out follows a disciplined growth strategy. It uses fresh ingredients for its burgers and fries.

• They provide the freshest, highest quality foods and services for a profit and a spotless environment whereby the customer is the most important asset.

• They use a simple theory that goes “Satisfied employees make satisfied customers”.

Cont’d• In N Out creates a work atmosphere of respect

as well as building pride within the organization which not only helps increase customer service and productivity but can also attract a higher level of personnel.

Performance Appraisal

Evaluations…• Manager & Assistant

Manager Checklist

• Journal & Write-ups

• Immediate Feedback from “Manager on Staff” and Associates

• Store Managers are appraised based on store performance

Who Does the Performance Appraisal?

• 360 degree evaluation– Self, Peer, Manager, Customer

• Mystery Shopper– Every 4 Weeks– Rating Scale– Store Manager gets graded on how well its staff is

trained and the store’s upkeep

Measurement Errors• Halo,

Leniency/Strictness, Central Tendency, Recency, Personal & Cultural Bias Errors

• Store Managers rely on accurate appraisals to ensure their store performs

Improving…• IN-N-OUT has a great performance appraisal

system that works for them and attributes to their continued success

• One suggestion that might improve their process is including a yearly sit-down and evaluation for all associates with their store manager

Questions or Comments?