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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:
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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.
Motivation Motivation Theories that apply: Expectancy Theory of Motivation Frederick Herzberg’s job-design approach of job enrichment Motivation: Level, Direction, and Persistence of effort expended at work.
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
Rewards Intrinsic 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 Management Performance 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 ManagementCont’d • In NOut 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 NOut 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.
Evaluations… • Store Managers are appraised based on store performance • Manager & Assistant Manager Checklist • Journal & Write-ups • Immediate Feedback from “Manager on Staff” and Associates
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
