Training And Development At Pizza Hut Management Essay

Training And Development At Pizza Hut Management Essay This report is based on Pizza Hut restaurant located in West London, and will focus on the front line employees, front of house staff i.e. waiters and waitresses. This choice was particularly based on our employment experience since July 2007, and substantial internal information based on training, policies and so on. In order to determine, which extent the organisation follows good practice, learning and development i.e. strategic or business led. Company background Pizza Hut is owned by the American Group Yums Inc, which is one of the largest pizza restaurant companies in the world in terms of both the number of outlets and the percentage of market share that it holds. The company oversees more than 11,000 pizza restaurants and delivery outlets in 90 countries worldwide. (Digica 08) Britains first Pizza Hut started taking orders 30 years ago in Islington, north London, and is now the leading pizza restaurant and delivery chain in the UK. The company has over 600 outlets, including over 370 dine-in restaurants and over 170 home delivery units, and it employs almost 20,000 people in the UK. (Digica 08) Company Vision and Business strategy According to the Pizza hut student information pack (06), the vision of the company is the following; To be the most loved and trusted restaurant brand in the UK Whereas the passion is, Great People, Great Pizza, Great Times Pizza Huts vision is the desired future state and aspiration, in which the head office of the firm is seeking to focus the attention and awareness on the whole aspect of the organisation (Johnson: 09:09). So that Pizza hut to have a respected and trusted restaurant brand, such as efficient operations, good quality food and provide great value for their external customers i.e. hospitality service. The company recognises that in order to achieve their long term vision, their employees should be well managed and developed, seeing that the service levels i.e. hospitality is delivered from front line staff, in which will have overall impact on the goals of the organisation and its ability to retain customers for continuous repeat business. Pizza Hut have developed an operational strategy, which is directly linked to how component parts of the firm help deliver effectively the corporate level strategies in terms of resources, processes and people (Johnson: 09:09). For example, Pizza hut have implemented the following strategy step to achieve their overall goals: Build people capability in order to Provide come back again service with A passion for product that will Drive sales and Maximise profit Moreover, Pizza Hut recognizes that in order to reach their business aims, the following principles are important to the organization: Customer Mania Belief in People Recognition Coaching and Support Accountability Executional Excellence Positive Energy Teamwork This increased emphasis on the restaurant employees is due to the fact the company had issues with a high number of staff turnover according to Management today (1998). In which the percentage was high as 160% and resulted in extremely low employee moral. So as a result, Pizza Hut became determined to transform their staffing policy in order to, Reach sales of  £600 million Satisfy 2.6 million customers a week Reduce staff turnover to 50% (Pizza hut student information 06) Compared to other recognised competitive fast food restaurants such as McDonalds, who are using a similar strategy to Pizza Hut. For example providing career opportunities that allow their employees to develop their full potential i.e. comprehensive training programmes enables a first job employee to progress through to a senior management position through merit-based promotions. Since traditionally, it has been difficult for fast food restaurants to retain staff for long term commitment (management article 1998). Hence Pizza Hut has followed McDonalds strategy, in order to motivate staff and increase productivity so that profits are maximised. (Times 100 case study) Strategic and Business led Barham (et al: 1988) states they are two terms; Strategic Human resource Development (HRD), in which arises from the organisations vision about what its business should be; the abilities and potential of its people; and the options available within a given time period to help it grow and prosper Business-Led HRD is a response to the changing business needs of the organisation, thereby improving its capability to achieve its business goals Therefore, it can be established that the vision and strategy of Pizza Hut, according to Barham et al is (1988), is strategic and business led. For example the organisations vision statement indicates how they wish to be perceived by the members of the public, plus the potential and abilities of its employees and giving them opportunities to develop. Moreover the business is responding to the changing needs i.e. reducing staff turnover. Staff turnover is a business risk, Pizza Hut have identified the problem and minimized the ways in which it affects their restaurants through a structured staff management programme, in which this report will further investigate. Taking into account, that staff turnover has a negative impact on businesses in competitive market which Pizza Hut operates in. Especially when team members are key to its success and continuity because the level of hospitality service will determine the rate of repeat business, employee may leave if they are demotivated, by not being treated right by line managers for not being trained to cope with rush hour periods and may lose self confidence and ability. Consequently, retaining staff and treating them fairly has benefits for the business. Continuity and stability become part of Pizza Huts culture, and staff feel they belong to the organisation and take pride in their work. Skills and competencies are maintained in key business areas and productivity is often increased. On the whole Pizza Hut approach to learning and development is in line with CIPD (09) survey which, states 50% of organisations are integrating a leaning and development culture across organisation, i.e. Beliefs in people, coaching and support have become important principles to Pizza Hut. Training and development approaches Barham (et al 1988) identified three different training and development approaches which are the following: Fragmented approach where training is not linked to organisation goals, and also be perceived as a luxury or a waste of time Formalised approach -training is gradually being linked human resource needs Focused approach training is regarded as competitive weapon and is linked to organisation strategy and goals. In Pizza Hut, all new recruits joining the restaurant are sent on a initial induction programme, in which the company introduce new recruits to their job position, their team and the workplace and the organisational background i.e. business values. Secondly, it helps them establish positive relationships between the employees by building their commitment to its visions and goals i.e., Being the most loved restaurant brand and providing great service for customers. (Harrison 09:163). Furthermore, Pizza Hut emphasises the importance restaurant quality assurance system known as CHAMPS which is based on customer expectations of cleanliness, hospitality, accuracy, maintenance, product quality and speed of service. For instance McDonalds (times100 09) success is also built on the highest standards of quality, service and cleanliness delivered to customers in each of its restaurants. Therefore well trained employees at Pizza Hut are the first steps to achieving these standards in every single restaurant. In addition to, CHAMPS philosophy, the company will issue Full service restaurant team member workbook to record on going progress and achievement during on going training at Pizza Hut by using specifically designed questions aimed at testing the following areas. Menu knowledge -i.e. listing the toppings on BBQ deluxe pizza Salad station setting temperature, shelf life of certain goods when opened, how often certain items needs replenishing etc System cash handling how to cater for customer needs i.e. changing toppings on the server till. Procedures for processing credit card and cash transactions especially since each members are responsible for cash shortages. Health and Safety handling hazardous substances, sharp objects, eliminating obstruction in the restaurant floor. Operating machinery i.e. oven in a safe manner and so on. Other fast food restaurants, McDonalds are also using similar approach to Pizza Hut, all their new employees have an initial training period in which they are shown the basics and allowed to develop their skills to a level where they are competent in each area within the restaurant. Also similar to Pizza Hut strategy they will also attend classroom-based training sessions where they will complete workbooks for quality, service and cleanliness. (Times100) Following the induction, mentoring is carried out. In Pizza Hut employees go through a three hour on the job training and are partnered with a recognised expert trainer. Mentoring has been defined by Garvey (2008:8) as a process in which a person carries out a councillor and a friend to help support them in the workplace by familiarising with its customs and processes. The focus is centred on the individuals and raises business awareness like hospitality service, reducing speed etc. Harrison: 09:170 In addition to being assigned to a mentor, on the job training helps new employees gain experience and retain more knowledge and experience regarding the companies key competence areas i.e. storing order details on the server till. Also the initial on the job training partner is flexible and more informal based to reduce pressure and help encourage confidence in the new employees ability to perform. For the reason being 56% of learning training development professionals consider on the job training of front line employees as an effective way to become accustomed to the workplace. (People management 06:10 article) Lastly when the restaurant manager is satisfied with the progress, the employee will be assigned to an ongoing personal Host Training Workbook which is an educational material aimed to enhanced level of professional knowledge and broadening the restaurants awareness i.e. hospitality service in a fast moving environment. The training workbook introduces the following vital aspects of key competences: Communication skills importance of excellent communications skills for customer interaction as well with management and team members Interacting with all types of customers, generating a personal conversation with customers at the door Communications with other team members and management to ensure accurate wait times are quoted and ensure effective table turnover Keeping up to date with team room communications, awareness of CHAMPS and Customer Mania Knowledge informing customers of deals that are appropriate i.e. family deals and also being able to describe whole menu be able to manage queues using the restaurant utilisation tools using service recovery to customer issues at the door are effectively resolved or communicated to the deputy manage Attitudes/Behaviour Building rapport with customers Communicating effectively to establish customer needs Demonstration passion when explaining meal deals Prioritising effectively, getting most important task done first Being proactive when problems on shifts are identified (Harrison 09:163). (Internal Host training workbook 09) These are the key attributes restaurant managers look for in their employees, according to CIPD(09) survey indicate 79% employers value interpersonal and 74% regard communications skills as most important for recruitment. For that reason on going host training programme allows employees to acquire and develop these skills further i.e. product knowledge, experience in dealing with difficult customer etc. Especially since this is vital for the hospitality environment. In addition, all front line employees are not limited in scope since everyone gets the opportunity to progress further to management level, since 75% trainee managers start out as team members indicating a successful transition. Employees are selected by demonstrating great potential such as outstanding selling skills, commitment to CHAMPS plus recognition from other support managers, in order to be recommended for them to be selected management trainee programme. The management trainee program involves dedicated management training centers; this involves taking part in various workshops on subjects ranging from business management to leadership. (Pizza Hut 09 website) From the information given we can see that Pizza Hut have adopted a focused approach to training and development, as training is an ongoing process in the organisation and is a requirement for the organisations survival in a competitive and ever changing environment. The focused approach is also linked to individual needs as well as the organisations. Pizza Huts approach to training and development is also competitive as it operates in a demanding market and needs to provide a service to its customers which equals or surpasses its competitors level of service. This could help the organisation to gain the upper-hand in its market, by providing outstanding customer service and high quality products. Pizza Huts: organisation structure and culture Structure and culture of Pizza Hut restaurant will have implications for Human resource development, since they are closely linked. HRD determines the effective fits in provision in the organisation. According to Handy (1985) recognised four following, organisational structure culture models: The Pyramid often viewed as a stereotypical large bureaucracy organisation, in which the overall decisions are managed from the top layer. Secondly, the layers consist of a defined hierarchy of functions where the communication is based upon rules and procedures i.e. banking and insurance, hospitals etc. The net matrix involves individuals and resources bought together simultaneously due to a project to certain standards and time constraints. Individuals are flexible skilled and expert in their field. However teams are disbanded when the project is completed. I.e. construction firms, large consultancies etc. The galaxy consists of independent, highly qualified who pursue their own professional and career interest within a supporting infrastructure of resources and administration. Plus there is limited control of mechanism and management hierarchy i.e. lawyers, GP practices etc. The web and power these are known to exist in small entrepreneurial organisations and family businesses. Activities are relied on trust, empathy and personal communication. A group of people or senior individuals exercise power and influence. These organisations are highly competitive and survival is difficult due to economic influence in which employee who handle pressure thrive. Pizza Hut structure and culture fits in with Handy C (1985) The web structure and power culture. As pizza huts decisions are mainly undertaken at the top of the organization i.e. the head office instructs and gives feedback on the CHAMPS standard in the restaurant which directly reflects the front line employees service level, indicating the head office balance of power according to restaurant general manager (RGM) . In addition development is also related to training objectives, which benefit the business and the individual employees, for instance areas for improvement where staff can reduce the time for delivering meals to tables, interact with customers more often so that business CHAMP standards are satisfied and increase the customer repeat business in the process. Moreover the organisation moves very rapidly and change are dealt quickly i.e. new products in menu require employees to quickly adapt different techniques and learn promotions i.e. Christmas menus, learning to make s moothie drinks, using new coffee machine, preparing new desserts etc as soon as they are introduced. Secondly, the environment Pizza Hut operates is highly competitive i.e. Nandos, McDonalds etc as well being very sales based, because the head office sets weekly sales target, and if sales target are not met, this results reduction in working hours for front line employees (RGM 09). Therefore to ensure survival in the demanding market, employees rely on each other by working together to balance the workload i.e. communicating personally, building trust and delivering a service which will help increases customer satisfaction and reduce complaints, especially since the nature of the environment is fast driven. So that Pizza Hut Hayes can retain customers to increase their revenue in long term and ensure survival in difficult economic times. Handy, C (1985) Added Value and Horizontal integration Added value is to add to the organisations capability to achieve its goals for example producing results that enable Pizza Hut Hayes to react well to challenges and threats i.e. competitors , it is also over and above the cost of the initial investment of Leaning and development (LD) (Harrison, 2009:359) In Pizza Hut Hayes, the CHAMPS quality assurance systems is the driving tools towards the operations standards into the restaurant and help deliver the business added value. This is because the head office implemented policies are centered to meet customers requirements hence the long term vision to be the most loved and trusted restaurant brand in the UK, This is achieved by employees being trained to maintain salad bar products to quality standards, contributing to restaurant maintenance, consistently delivering and correct orders. Whereas, Customer Mania and How we win together (HWWT) philosophy coexist with the CHAMPS system. These are the attitude and behaviors used for delivering basic standards by employees, in order to deliver, a positive attitude in a fast moving fast food environment. For example by demonstrating commitment and taking accountability for understanding customer needs, collaborating with other colleagues to deliver the smooth running of the restaurant. Otherwi se service will lack consistency and business will not reach their strategic goals (Appendices 1 -USE PPD PRINTS) To measure the consistency and effectiveness Pizza Hayes employees competences and overall restaurant service, head office will use a mystery shopping programme that collects information against customer expectations using the CHAMPS criteria. In which the results of the survey are fed back to restaurant. So that RGM can use the feedback and compare Hayes against other West London Pizza Hut branches and take necessary actions to meet CHAMPS targets and add value by achieving its goals set by theà ¢Ã¢â€š ¬Ã‚ ¦Ãƒ ¢Ã¢â€š ¬Ã‚ ¦Ãƒ ¢Ã¢â€š ¬Ã‚ ¦.. (Management today article) Horizontally integrated Performance Management In addition, value added is also linked to HR practices of Performance management of Pizza Hut Hayes, the business is horizontally integrated .For example CHAMPS, Customer Mania and HWWT criterions are integrated in all aspect of employee management and also identify what members of the restaurants are doing well and how they can improve to make sure the business succeeds. (Appendices) (Harrison 09:323) Ways in which this is done by: Induction all employees are made aware of performance requirements established in the framework i.e. Speed, Hospitality, Product quality etc Job related training the RGM will agree on the support required for the individual to achieve performance levels i.e. improve interaction with customers so they feel welcomed, taking additional responsibilities i.e. handling telephone orders for multi tasking, improving selling skills by up selling desserts and so on. Appraisal- feedback is given by the RGM on how employees perform to Pizza Hut CHAMPS and Customer Mania standards. Secondly both the RGM and employee agree on key targets to help improve development areas i.e. further opportunities for improvement. Personal development employees are consistently working towards the core competence framework, this helps employees expand performance i.e. speed of service, product quality, good hospitality service and creating good relations with customers and employee members. This helps the business and keeps employees committed and motivated. Recognition and rewards- all employees are recognised for their efforts for achieving CHAMPS standards, this because with mystery shopping programme individual employees are scored against the CHAMPS criterion and moreover RGM will use feedback from other senior members, and reward employees by giving them certificates, vouchers etc. Whereas customers have also traditionally rewarded employees by giving them tips for delivering excellent service in which the restaurant does not profit from. This is used as a personal motivation and incentive to follow the CHAMPS standards. This satisfies restaurant because customers will repeat business and employees will remain committed to the core competence framework. (Harrison 09:162) (Appendices) Overall, the policies adapted for performance management in the restaurant are identical to Rebecca Johnson (99) report where front line employees based in a hospitality industry i.e. hotels were given performance initiatives, such as being equipped take greater responsibilities similar to Customer Mania and CHAMPS competence and that feedback was measured through a tracking system, in order to determine whether employees performance is adding value to company and customers. This is because adding value helps Pizza Hut Hayes to be competitive and create loyal customer base and therefore performance management is carried out for individuals every six months. (RGM) Vertical integration Vertical integration involves integration LD strategy with business strategy at corporate and business unit levels and aiding performance managements, LD at operational and individual levels (Harrison 09:323). Since the focus of report is based on the operational level i.e. front line employees who are all provided with an expert workbook to record their progress and have individual targets. In which the head office, corporate level have adapted the policy of developing people capability. Moreover career planning for individual has been quite significant since 1998, 75% employees are internally promoted to management level. For example employees are supported and developed to their full potential by using programmes such as the Expert training programme, as well as the Developing Champions training programme for all levels of restaurant. This also highlights the successful nature training and development being continuous in the operation site Pizza Hut PDF (07) Recommendations: There are a number of recommendations which we have thought of that may benefit Pizza Hut. Firstly we considered most important was to offer internal promotions to staff, as this may help to reduce staff turnover on a whole. They should also have a more formal training program for their waiters to deal with the fast moving environment and they should also have team training exercises as it will help them perform better with a heavy workload. In addition they can improve further by asking customers what they want and what is important to them. We also recommend that there should be continuous development for the organisations strategic capabilities and the specific, personal capabilities of individuals and teams in order to add value.

Walmart vs Amazon

Oder winner and qualifiers â€Å"Today there are over 4,000 Walmart Stores in the U. S. and over 3,000 internationally. † In other side, Amazon is the world’s largest online retailer. so both of them must be covering the elements of business quite well. There are several aspects that I want to talk how they win orders from customers. First, both of them have a low price of their products. Second, they have fantastic quality management and customer services. Finally, their deliveries are satisfied by customers. First, both of them have a low price of their products. Wal-mart gives an advertisement that said â€Å"Low Prices.Every Day. Everywhere. † Wal-mart has focused on low cost leadership, low operation and production costs in order to ensure that each produce has the lowest possible price. Therefore, in customers mind, they will think Wal-mart equals to the lowest prices. There is a disadvantage of Wal-mart. If Wal-mart cannot provide the lowest price one day, then customers will be no need to shop at Wal-mart. For Amazon, its strategies of low price are totally different from Wal-mart. Customers can get the lowest price of products from Amazon because customers can compete with Amazon on Amazon.It means there are multiple prices for a product on Amazon. Then, you can find the lowest price. In addition, sometimes, Amazon will provide some price polices. For example, if customers bought products from Amazon. Then the price drops. Customers can get some refund from Amazon. Also, if customers buy products very often, they can be Amazon’s prime. Customers should pay about seventy dollars per year. Then, they can get cheaper price of the product compare with general customers. Moreover, customers can get free shipping or shipping in a shorter time of some products. Furthermore, customers can shop through using Amazon credit card.They can â€Å"get 3% back on anything they buy from Amazon, 2% back at gas   stations, restaurants, and drug stores, and 1% back on anything from any other retailer. † Second, they have fantastic quality management and customer services. Wal-mart has a strong focus on better quality. It worked with several hundred suppliers and products testing facilities. They will â€Å"test more than 5,250 products to ensure great value quality is equal to or better; conduct more than 2,700 consumers to compare the flavor, aroma, texture, color, and appearance of great value products; Change the formulas for 750 items including: breakfast ereal, cookies, yogurt, laundry detergent, and paper towels; and Introduce more than 80 new products, such as: thin crust pizza, fat free caramel swirl ice cream, strawberry yogurt, organic cage-free eggs, double stuffed sandwich cookies, teriyaki beef jerky and more, all at unbeatable prices. † From Amazon, it has customer product review under each product, so customers can see what other customers thought. They will know the product quality is good or bad. Then, they will decide whether they will buy it or not. Furthermore, it is very easy to return products to Amazon. Finally, their deliveries are satisfied by customers.Walmart can deliver product to your door, and the product price is the same as in store. From Amazon, as I mentioned before, customers can be the Amazon prime. Then, they can get free shipping or shipping in a shorter time. In additional, Amazon does international shipping. It is very convenient for international students. Furthermore, it can guarantee accelerated delivery. â€Å"Amazon. com offers Guaranteed Accelerated Delivery dates on select items when you choose Express shipping. If your order doesn’t arrive by the Guaranteed Accelerated Delivery date, your shipping charges will automatically be refunded. †

Analysis and Evaluation of Things Fall Apart. - 1219 Words

I. Summary Things Fall Apart tells the story of the life of the main character, Okonkwo, from an outside narrator. There are different spatial setting throughout the story including Iguedo and Mbanta while the temporal setting is at the turn of the 19th century. In the beginning of the story Okonkwo was one of them most respected men of his tribe and was constantly moving up the social ladder yearning to join the lords of the tribe. However, after committing crimes against the tribe such as breaking the sacred Week of Peace and committing the murder of one of the tribe s kinsmen, Okonkwo is exiled from the tribe and is not to return for seven years. It is while in exile that Okonkwo s life truly falls apart. For while in exile†¦show more content†¦This was my second time reading this novel and I got a lot more out of it the second time around. I liked how the book did not drag out the plot for there was always one event after another. Also, the different plot twist that are thrown in the story kept me guessing what was going to happen next. I first read the book in a history class in order to read how certain tribes were like in Africa in the past. I did not remember much from the story except that I liked it for the reading was simple and straightforward. I think that this story could have worked even better as different journal entries written by Okonkwo telling the story from his point of view rather than having a narrator. However, it is not unlikely that Chinua Achebe as the narrator is telling a modified story of maybe one of his own family members. Also, while reading this time I was able to enjoy the story more rather than having to study the ways the tribes acted and have to look for possible bias that the author had. My favorite books are usually those that do tend to revolve around the life of one character and highlights the character s hardships in life such as the book The Catcher in the Rye. 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Educational Philosophies Essay - 1574 Words

Educational Philosophies Many different ideas of the correct educational philosophy exist. Highly acclaimed psychologists and educators developed these varying philosophies. Each of these philosophies have their strengths and weaknesses and have their positives and negatives in different situations. It is our job as educators to sift through this list of philosophies to find our own style and philosophy. We must research the pros and cons of each philosophy and pick and choose which sections of each idea to take out and make our own. Our job is also to familiarize ourselves with the philosophies that we do not agree with. So that we have a clear picture in our minds of what we want and do not want as part of our educational†¦show more content†¦This philosophy may teach children to read, write, and do arithmetic, but it will also teach them to detest school and dislike learning. 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I am also a firm believer in trauma-informed schools and educationRead MoreEducational Philosophy of John Dewey Essay702 Words   |  3 PagesThe Educational Philosophy of John Dewey John Dewey is known as leader of the progressive movement in the history of the American education system and his book, Democracy and Education: an introduction to the philosophy of education, could be used as a textbook to teach the foundations of the movement. Discrediting all previous educational and philosophic approaches as intellectually incomplete or inaccurate, Dewey first presents a new perspective on the nature of knowledge, education, societyRead MoreEssay Educational Philosophy and Idealism2282 Words   |  10 PagesTo fully comprehend the general idea of this topic we must define primarily what educational philosophy and idealism is. To begin education philosophy may be defined as, â€Å"general philosophy being applied to education as a specific area of human endeavor.† (Knight, 2006) Moreover, idealism may be classified as the philosophical theory that maintains that the ultimate nature of reality is based on mind or ideas. It holds that the so-called externa l or real world is inseparable from mind, consciousness

Reproductive Freedom And Its Impact On Women s Rights

Faye Wattleton, world renowned author of women’s reproductive rights once said, â€Å"Reproductive freedom is critical to a whole range of issues. If we can’t take charge of this most personal aspect of our lives, we can’t take care of anything. It should not be seen as a privilege or as a benefit, but a fundamental human right.† In many traditional societies around the world, women’s rights regarding their own reproductive choices may seem as limited as their opportunities for them. Cultures in which that deny women s rights and lessen the degree of equality of their gender compared to men, often present reproductive options as a taboo to discuss. This can lead to misperceptions and ignorance about healthy reproductive choices such as birth control and prevention of disease which should be universally acknowledged by women. As expressed by Perez (2015) class notes, every culture defines and understands health differently...we tend to see the world through the prism of or expectations. This is true in the sense that more conservative Middle Eastern cultures may be taught to view health issues differently than most Americans would. Healthcare between cultures is significant to understand; Iran s healthcare market is continuing to expand and assists in the awareness of women s health. This paper will explore the comparisons and contrasts of the Iranian women s reproductive choices and how different aspects of health in the general population affect health in Iran and in theShow MoreRelatedAbortion : The United States1704 Words   |  7 Pagesfundamental right that is guaranteed by the US Constitution. Reproductive rights also give women a sense of empowerment, as they are in control of their bodies. Concluding with these, death and injury rates to women have decreased a significant amount as now abortions are easier to obtain and the procedures are far more safer. During the 1973, Roe V. 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Union Carbide India Limited Free Essays

It all started with the manufacturing of flash light batteries in Calcutta by the Eveready Company Limited of Great Britain. Later on this company became a subsidiary of UCC headquartered in New York. The company later adopted the new name of Union Carbide India limited and also established a factory in India to manufacture flash lights along with expansion of its capacity to manufacture dry-cell batteries. We will write a custom essay sample on Union Carbide India Limited or any similar topic only for you Order Now The company progressed and by the eighties they were involved in batteries, carbon and metals, plastics, marine products, and agricultural chemicals. UCIL established fifteen plants in different parts of India. To expand its agricultural division UCIL sought permission of Indian government to allow them to set up a pesticide plant. Initially the plant was started near the city of Trombay but later on switched to Bhopal. The plant in the beginning imported Sevin powder from the United States diluted it with non-toxic powder and sold it. Later the Indian government pressurized UCIL to manufacture Sevein and its components in India. That’s how the Bhopal plant expanded and the investment in the plant increased from initial $1 million to $25 million. The company made its mark among all companies present in India in terms of Sales. In Bhopal the UCIL factory was like any other process plant with storage tanks, hoppers and reactors connected by pipes, pumps, valves and ducts. Sevin was made through a chemical reaction between alpha-naphthol and methyl isocyanate, MIC. MIC is a highly reactive liquid that boils and becomes a gas above day time temperatures. UCC was the world leader in MIC technology and provided essentially al the process design for the plant but did not send engineers to supervise the construction. The alpha-naphthol unit began experiencing some problems. Also the sales were started going down in the beginning of 80s due to various reasons. Due to the decline in sales the unit started having losses. The staff at the MIC was cut from twelve operators on a shift to six. The maintenance team was reduced in size. In a number of instances, faulty safety devices remained unrepaired for weeks. The plant was running at far below capacity. The company seriously started making plans for dismantling the plant and shipping it to some other region. UCIL was located in Bhopal where there was a shanty town inhabiting thousands of India’s poorest citizens. In the South of Bhopal wealthy Indians lived in their elegant houses. MIC the main component used to prepare Sevin was made at the plant by reacting Phosgene gas with another chemical but the system had been idle. The MIC was being used from ‘charge-pot’ which was periodically resupplied from either of two different tanks. Operators had experienced difficulty in pressurizing one of the tanks. At the night of the incident, several hundred gallons of water entered in this particular tank. The water reacted with MIC producing heat and gas. A relief valve soon lifted and MIC vapor began flowing through vent headers and out a discharge stack. Some workers reported to supervisors that their eyes began to water because of possible leak of MIC. Supervisors found what they believed was the source and they set up a fire hose to spray water on the suspected leak. The water curtain that may have reduced the concentration of the gas was only set to ~13 m and did not reach the gas; it was not designed to contain a leak of such magnitude. The supervisors retired to the company canteens in violations of instructions not to take their break together. The supervisors were later called when the tank was rumbling with increasing pressure but it was too late for them to take any concrete action. MIC vapor were billowing from an atmospheric vent in the air. The cloud of deadly white gas was carried by the northeast wind toward the shanties on the south side of the plant. On the cold night cold of December 03, 1984, MIC settled toward ground. The gaseous fumes reached the huts resulting in panic and confusion. Many of the weak and elderly died where they lay blinded and smothered by the acrid fumes. Though the audible external alarm was activated to warn residents of Bhopal, it was quickly shut down to avoid causing panic among the residents. Thus, many continued to sleep, unaware of the unfolding drama. However, as the words of the gas leak spread, many of the Bhopal’s affluent citizens fled in their cars while poor were left behind. An estimated 2000 or more died that deadly night while over 200,000 were injured. Doctors and hospitals were not informed of proper treatment methods for MIC gas inhalation. They were told to simply give cough medicine and eye drops to their patients. Confused crowds waited outside hospitals outside the hospitals for medical care. The plant on the other hand, later on, was closed and locked. The citizens of Bhopal remained totally shocked by the turn of events. Soon after the incident blame game started. UCC referred to deliberate act as a possible cause of the water entry. Later the company suggested that a Sikh terrorist group might have sabotaged the plant. A representative of UCC’s investigation team suggested that the gas was formed when a disgruntled plant employee, apparently bent on spoiling a batch of methyl isocyanate, added water to a storage tank. There were many theories started flowing around. UCC and UCIL executives were charged in India with manslaughter and other crimes. UCC chairmen Anderson along with the head of UCIL was arrested and briefly detained by Indian officials when they went to India after the incident. Several UCIL employees were also arrested and CBI began criminal investigation. A number of US and Indian lawyers rushed to sign up gas victims and their relatives as clients. Different class action lawsuits were filed in the United Sates on behalf of the victims of disaster. In March 1985, India enacted the Bhopal Gas Leak Disaster Act, giving UOI the exclusive right to represent the victims. Finally, In an out-of-court settlement reached, Union Carbide agreed to pay $470 million for damages caused in the Bhopal disaster. As we know from the background of the case that refrigeration unit was not working, safety devices were not working, safety standards and operating procedures were not im place, maintenance was poor, downsizing took place and less qualified personnel were hired. These issues indicate that the problem lied at the management level. Inefficient operation shows that there was absence of even basic management. The day to day operations were not carried out according to the general standards and norms then what can be said about disaster planning or planning for dealing with an unforeseen event. At UCIL the local management should have taken the complete responsibility of the diaster as they failed to maintain even the basic principles of management. Even though foreigners were on the board of directors but it was not the responsibility of the board member to run day to day operations. The whole blame was put on foreigners and forign board and the case became one of the most talked about industrialized disaster in the history. The plant was purely run by the Indian local managers and it was the responsibility of such managers to maintain the basic standards. This incident would not have happened had management been active in implementing the basic levels of management. Ideally there should be a contingency plan in place to deal with the possible disasters. In plants dealing with chemicals there is always a possibility of accidents and disasters of any proportion. It was naive of the management to forget about the contingency measures. On another level the government of India also played the political part and tried to trap foreign board in the incident while forgetting that primary responsibility lied on management on ground. Foreign board in Bhopal’s case also on the hand tried to safegurd its image as the issue was discussed on all forums There had been many accidents of similar nature in UCC’s American plants prior to the Bhopal accident but they did not get much publicity and were not blown out of proportion because they were tackled at the management level on ground. As later there was a ruling that the case should be tried in India. The company denied every charge leveled against UCC and pointed out that no US citizen had been employed there 2 years before the disaster. Foreign board definitely had the moral responsibility of the incident but they cannot be blamed for failed day to day operations. The case reminds us that on the first level basic management should function and operations should be efficiently run. However the management responsibility does not end here. Management should be on toes and keep on scanning both external and internal environmental factors. There should be contingency plans in place to deal with possible mishaps or disasters. How to cite Union Carbide India Limited, Essay examples

Fundamentals of Public Administration Communication Flow

Question: Discuss about theFundamentals of Public Administrationfor Communication Flow. Answer: Introduction The concept of public administration is fundamental in most government organizations as it acts as the lens which ensures that state operations are carried out diligently to serve the interest of the public. With proper management of organizations, public administration ensures that there is proper coordination and communication flow within firms. This paper, therefore, provides discussions on public administration, the hierarchy of a public organization and its management system and flow of communication. Fundamentals of Public Administration Public Administration Kuipers and associates (2014) defined public administration as those operations that are geared towards the fulfillment of public policy. It comprises of the branches of a government, and these are the executive, judiciary, and the legislature. Frederickson and his colleagues (2015) considered public administration as a comprehensive and systematic application of the law to ensure adherence to rules, regulation and policies. From the contexts of an organization, public administration can be considered as that part of management that ensures that a companys mission, vision, and goals are attained through careful planning and implementation of policies. Hierarchy of Dubai Holdings At the helm of the company is the firms chairman who is also the cabinet minister for Affairs and The Future of the Federal Government of the United Arab Emirates. One step below is the vice chairman who is also the Managing Director (Campbell, 2014). Below the two top hierarchies of leaders, the company has eight departmental heads that have the responsibility for controlling the operations of the departments and reporting to the Chairman. The Management System of Dubai Holdings The company is headed by a chairman who acts as the president of the company and oversees all the operations of the firm with all the team. The company has a vice chairman who is also the Managing Director. The firm has two chief executive directors who are mandated to head the board of directors who oversees the general operations of the management to ensure activities are according to plan (Campbell, 2014). The departmental heads include, a finance officer, Business development officer, chief internal audit officer, chief strategy officer, chief marketing officer, chief legal officer, chief operating officer and lowest rank of management is the head of tourism and hospitality (Campbell, 2014). The Overall Role of Management in an Efficient Work Processes For effective work process in an organization, the senior managers should be enthusiastic and in complete support of a new process. To identify these new process ideas among workers, the managers should have relevant and frequent performance conversations with departmental heads that are close to the workers (Goetsch Davis, 2014). Additionally, the management should be a good communicator and deliver productive feedbacks to employees to motivate them and also to highlight the expectations and code of conduct. The management should continuously retrain its workers so as to enhance their professionalism and career development which improves their productivity. Flow of Communication within the Dubai Holdings Dubai Holding has both vertical and horizontal modes of communications. Any important communication concerning restructuring of companys operations or branches flows vertically from the chairman who then conveys the information down to the concerned departmental heads for implementation and also to the other branches such as Jumeirah Central (Campbell, 2014). The departmental heads then convey the information to the workers under their management. Vertical communication also occurs when the workers grievances and communicated upwards to the companys chairman for action if the departmental heads cannot handle the issue. Horizontal communication occurs when the departmental heads communicate issues affecting either the workers or the operations among themselves. Conclusion The paper has clearly illustrated the fundamentals of public administration and its importance in public organization. Additionally, proper management in organizations contributes highly in achieving its objectives and coupled with the public administration; firms attain their missions. References Campbell, S. K. (2014). The Impact of Federal Government Oversight on the Economies of Dubai and Doha. The International Journal of Business Management, 2(9), 180. Frederickson, H. G., Smith, K. B., Larimer, C. W., Licari, M. (2015). The public administration theory primer. New York: Westview Press. Goetsch, D. L., Davis, S. B. (2014). Quality management for organizational excellence. New Jersey: Pearson. Kuipers, B. S., Higgs, M., Kickert, W., Tummers, L., Grandia, J., Van der Voet, J. (2014). The management of change in public organizations: A literature review. Public Administration, 92(1), 1-20.