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Instructions Analyse the case study using the following structure: 1. Case Analysis: Analyses the case identifying the key issues and/or problems. Identifies problems using evidence from the case plus theories and concepts 2. Linking theory and practice to the solution: Develops a solution to the issues or problems. Justifies the solution with evidence, management theory, approaches, concepts and/or models. 3. Recommends specific strategies to accomplish the proposed solution. Introduction to Management Semester 2 2021 Case Study: Happy Coffee This case study is fictional The case is set in an environment without COVIO 19 reglutions or any problems related to covid Happy Coffee was founded in 2005 in the capital city of Vietnam Wallis founder Ms. Nguyen, started with one outlet in Hanoi and now owns 28 branches across the country. 13 are located in Hanoi, 3 in Danang and 12 in Ho CN Minh City 19 employees are currently employed by My Coffee in the different coffee shops Today the success story of award-winning Entrepreneur Men has taken a bitter tann. For the first time in the history of the company, one of the Ho Chi Minh City branches had to be closed as it had been operating at a loss for more than few months Drastic changes are urgently required to avoid having to close branches across the country, as she other coffee shops are now no longer generating any profit and barely covering the operating costs efforts to understand how things went to wrong and in order to address the problem. Men met with Mr. Tean Manager of the now closed branch, to go back through the main reasons of the failure According to Mr. Tran, the main reason for sales dropping month her month and reaching a 40 foss in the final month of operations, was poor customer experience looking for solutions, Mr. Tran had surveyed the different online rating websites, and noticed many negitive comments and feedback about the customer experience. Mr. Tran argued that although he was trying his best to improve customer satisfaction and train his staff as well as he could, it was impossible for him to do so, as his team was constantly changing Mony employees stayed just for a few weeks and then quit. Mr. Transplanetut he often found himself understaffed or having to deal with staff with very little experience eded that many of his team members often turn up late to their shifts, adopted poor attitude on the job and used excessive numbers of sick leaves He also felt overworked as all decisions, how imignant may they be had to be passed through him For instance, a simple mistake in an order had to be approved by him for the staff member to be allowed to prepare a new drink and correct the mistake. He found the following comment on an online platform from an upset customer "After paying for my order, the wrong drink was given to me 10 minutes later complained to the water, and 20 minutes later nothing had been done to fix the problem, I had to leave for work, did not get my drink and did not get reimbursed. Avoid this coffee shop all costs Later on, Ms Nguyen came across an exemployee who was collecting her last paycheck She asked the waitress how she felt about the closing The woman confessed that she was not sad her employment was terminated the closing of the shop, and that she was enjoying her new job at a competitor coffee shop, which she had found before being made redundant. When she asked why, she explained that whatever her performance or the quality of a work, there were no ways for her to intresse become as they were no bonuses or special rewards for high performing employees She also saw no career prospects as it seemed impossible for her to become branch manager. Finally she told Ms Nguyen that she did not enjoy coming to work, as she felt she had ne connections with her colleagues and manager n LE Introduction to Management Semester 2 2021 Case Study: Happy Coffee This case study is fictional The case is set in an endronment without COMID 19 regulations or any problems related to covid. Happy Coffee was founded in 2006 in the capital city of Vietnam, Hanoi. Its founder Ms. Nguyen, started with one outlet in Hanoi and now owns 28 branches across the country, 13 are located in Hanoi, 3 in Danang and 12 in Ho Chi Minh City, 195 employees are currently employed by Happy Coffee in the different coffee shops. Today the success story of award-winning Entrepreneur Ms. Nguyen has taken a bitter turn; For the first time in the history of the company, one of the Ho Chi Minh city branches had to be closed, as it had been operating at a loss for more than few months. Drastic changes are urgently required to avoid having to close more branches across the country, as six other coffee shops are now no longer generating any profit and barely covering the operating costs. In efforts to understand how things went so wrong, and in order to address those problems, Ms. Nguyen met with Mr. Tran, Manager of the now closed branch, to go back through the main reasons of the failure According to Mr. Tran, the main reason for sales dropping month after month and reaching a 40% loss In the final month of operations, was poor customer experience. Looking for solutions, Mr. Tran had surveyed the different online rating websites, and noticed many negative comments and feedback about the customer experience. Mr. Tran argued that although he was trying his best to improve customer satisfaction and train his staff as well as he could, it was impossible for him to do so, as his team was constantly changing. Many employees stayed just for a few weeks and then quit. Mr. Tran explained that he often found himself understaffed or having to deal with staff with very little experience. He added that many of his team members often turn up late to their shifts, adopted poor attitude on the job and used excessive numbers of sick leaves He also felt overworked as al decisions, how insignificant may they be had to be passed through him. For instance, a simple mistake in an order had to be approved by him, for the staff member to be allowed to prepare a new drink and correct the mistake. He found the following comment on an online platform from an upset customer: "After paying for my order the wrong drink was given to me 10 minutes later I complained to the water, and 20 minutes later nothing had been done to fix the problem, I had to leave for work, did not get my drink and did not get reimbursed.. Avoid this coffee shop at all costs Later on, Ms Nguyen came across an exemployee who was collecting her last paycheck. She asked the waitress how she felt about the closing The woman confessed that she was not sad her employment was terminated with the closing of the shop, and that she was enjoying her new job at a competitor's coffee shop, which she had found before being made redundant. When she asked why she explained that whatever her performance or the quality of a work, there were no ways for her to increase her income, as they were no bonuses or special rewards for high performing employees She also saw no career prospects as seemed impossible for her to become branch manager. Finally, she told Ms Nguyen that she did not enjoy coming to work, as she felt she had no connections with her colleagues and manager