please answer questions 3-19 & 3-20 from action case incident

CIAL BR OSSE BO PART 1 INTRODUCTION HR IN ACTION CASE INCIDENT 2 Carter Cleaning Company The High-Performance Work System As a recent graduate and as a person who keeps up with the business press, Jennifer is familiar with the benefits of programs such as total quality management and high- performance work systems Jack has actually installed a total quality program of sorts at Carter, and it has been in place for about five years. This program takes the form of employee meetings. Jack holds employee meetings periodically, but particularly when there is a serious problem in a store-such as poor quality work or machine breakdowns. When problems like these arise, he meets with all the employees in that store. Hourly employees get extra pay for these meetings. The meetings have been useful in helping Jack to identify and rectify sev- eral problems. For example, in one store, all the fine white blouses were coming out looking dingy. It turned out that the cleaner/spotter had been ignoring the company rule that required cleaning (boiling down") the perchloroethylene cleaning fluid before washing items like these. As a result, these fine white blouses were being washed in cleaning fluid that had residue from other, earlier washes. Jennifer now wonders whether these employee meeting, should be expanded to give the employees a bigger role in managing the Carter stores' quality. "We can't be everywhere watching everything all the time she said. "Yes, but these people earn only about $8 to $15 per hour. Will they really want to act like mini-managers?" Jack replied. Questions 3-19. Would you recommend that the Carters expand their quality program? If so, specifically what form should it take? 3-20. Assume the Carters want to institute a high- performance work system as a test program in one of their stores. Write a one-page outline summaris ing important HR practices you think they should focus on EXPERIENTIAL EXERCISE Developing an HR Strategy for Starbucks Several years ago, Starbucks was facing serious chal- lenges. Sales per store were stagnant or declining, and its growth rate and profitability were dov Many believed that its introduction of breakfast foods had diverted its "baristas" from their traditional jobs as coffee- preparation experts. McDonald's and Dunkin' Donuts were introducing lower-priced but still high-grade cof- fees. Starbucks's former CEO stepped back into the com- pany's top job. You need to help him formulate a new direction for his company, Purpose: The purpose of this exercise is to give you experience in developing an HR strategy, in this case, by developing one for Starbucks. Required Understanding: You should be thoroughly familiar with the material in this chapter. How to Set Up the Exercise/Instructions Set up groups of three or four students for this exercise, You are probably already quite familiar with what it like to have a cup of coffee or tea in a Starbucks coffee shop, but if not, spend some time in one prior to this exercise. Meet in groups and develop an outline for an HR strategy for Starbucks Corp. Your outline should include four basic elements a basic business/competitive strategy for Starbucks, workforce requirements in terms of employee competencies and behaviors) this strategy requires, specific HR policies and the activities necessary to produce these workforce requirements, and suggestions for metrics to measure the success of the HR strategy. ENDNOTES can for Endnotes or go to www pearsonhighered.com/