please answer using organizational concepts and theories. Explain the answer like whoever is resding it does not know about organizational behaviour

1. Ben Awful is the CEO of Awful's Pizzeria, a Canadian chain of 35 pizza restaurants. Up to this point in time, Ben has been successful in controlling costs and maximizing profits in his business by doing, amongst other things, the following: having very detailed training manuals for staff at all restaurants. Staff working at the restaurants do not have to decide what to do when customers complain, for example. Instead, they speak to the restaurant manager who refers to the manual to figure out what to do with a customer. Creating a clear list of who is at what level in the organization. For example, even at the individual restaurant level, there are shift workers, who report to shift supervisors, who report to one of two assistant managers, who in turn report to the restaurant manager. The restaurant manager, in turn, reports to one of six regional managers across Canada. The six regional managers report directly to Ben at the head office in Vancouver, BC. Requiring any refund to a customer more than $50 at any restaurant to be approved by the regional manager. Anything beyond $100 requires Ben Awful's approval. Recently, Ben has seen a big decrease in profits. Both customers and employees seem unhappy. The customers are unhappy because when they have any kind of special request or complaint, they have to wait too long to get an answer. Their meal ends, they are ready to leave, and they still have not heard an answer. Even the restaurant manager does not seem to be able solve the customer's issue beyond apologizing. Ben is also realizing that the types of customers attracted to restaurants in different cities probably have different requirements. Ben thinks his pizza business needs to be more flexible in different locations. Customers in Vancouver, for example, will never return to the restaurant after a bad meal unless they get a refund immediately. In other cities, sometimes a sincere apology is enough The staff at Ben's restaurants also seem to be changing. Ben thinks this might be a changing attitude with a new generation joining the workforce. Many of them want to learn and develop skills and be empowered to figure things out and find ways to make customers happy. They do not feel happy having a boss watching them all the time or having to ask the boss for permission every time they want to do something different to help a customer. Ben has therefore decided to make big changes to how his organization is run to help it be successful again. For starters, he has decided to include his middle name (Not - So) in the name of the pizza business. From now on, his chain of restaurants will be called "Not-So Awful Pizzeria. Aside from the name change, however, Ben doesn't know how else his business should change. Ben therefore comes to you for advice. Advise Ben on what adjustments Ben can make so that his pizza business will be more successful in future. Remember to structure your answer in the format described in the Test Question Marking Guide (20 marks)