CASE STUDY: The GoodGuy Supervisor Three weeks ago, Jos was promoted from assistant manager to manager of the employee cafeteria at City Hospital. It was a big move up for him, but he had always been a conscientious, hardworking, and loyal employee, and he felt that his promotion was well deserved. He knows the operation back-ward and forward, having worked both in the kitchen and on the line, and he has always been well liked by his fellow employees, so he figured he would have no problems in the new job. When he took the job, Jos promised himself that he would never forget how it felt to be an employee and be ordered around, always being told what youre doing wrong, like Debra, the manager before him, used to do. Everyone hated her. He was determined to do things differently and not be such a drill sergeant. Hed be friendly, relaxed, and helpful, and people would do their best for him in return. But things are not going quite the way he thought they would. Several of the line servers have become very careless about clean uniforms and wearing hairnets, and one of them, Maria, has come in late several times, and he has had to fill in for her on the line. He finally spoke to her about it, but when she told him her problems with her husband, who brings her to work, he could see how it kept happening, and he felt sorry for her. But it is worrying him. A couple of other things are worrying him, too. Erma, who makes the salads, does not always have them ready on time, and yesterday the lettuce was gritty, and several people complained. This morning Jos helped her wash it, which made her mad, and he couldnt understand that. Dan, the head cook and a good friend, saw the whole thing and laughed at his reaction. Wise up, Jos, he said. Youre never going to make it this way. And he lit a cigarette right in front of Jos after he took the chicken out of the oven.

Case Study Questions

1. What did Dan mean by his remark?
2. Why was Erma mad?
3. What should Jos do about Maria? About Erma? About Dan and the smoking, which is strictly against the rules?
4. Why isnt Jos able to maintain performance standards?
5. If you were Joss supervisor, what advice would you have given him before he started on the job? What would you say to him now?
6. Do you think that Joss supervisor is in any way to blame for Joss problems?
7. What is Jos doing when he takes Marias place on the line and helps Erma wash the lettuce?
8. What is the fundamental principle of supervision involved in Joss case?