1. Business
  2. Operations Management
  3. consider the scenario below and answer the questions that follow...

Question: consider the scenario below and answer the questions that follow...

Question details

Consider the scenario below, and answer the questions that follow.

When Carol Teinchek and Bruce Marshall first started Sundown Bakery, the business was fairly simple. Carol ran the shop up front, while Bruce ran the bakery and ordered supplies. When the business began to grow, Carol hired two part-time clerks to help out in the shop. Marina had moved to the country two years ago from El Salvador, and Kim was a newly arrived Korean who was working his way through college. Bruce hired Maurice, a French Canadian, as an assistant.

The ovens were soon running 24 hours a day, supervised by Maurice, who was now master baker, with two assistants on each of three shifts. Marina and Kim supervised the shop since Carol was usually too busy managing general sales distribution to spend much time with customers. Bruce still spent three or four hours a day in the bakery whenever he could get out of his office, but he spent most of that time coordinating production and solving problems with Maurice.

Within the next year, Sundown expanded from its original location, adding two new shops as well as two kiosks in local malls. Carol and Bruce hired a new operations manager, Hans Mikelson, who had formerly been regional manager of a national chain of coffee shops. Mikelson had plenty of new ideas about how to operate an expanding business: He had a website created, added an extensive range of drinks and meal items to the menu, and instituted two dress codes—one for all counter help and another for kitchen employees. He also put together an employee manual to save time orienting new employees. All of these changes were announced by memos from Mikelson, which were distributed to employees by the store managers.

The expanding size of Sundown led to a change in the company. The family feeling that was strong when Sundown was a small operation was less noticeable. The new employees barely knew Bruce and Carol, and as a result, there was less give-and-take of ideas between the owners and workers.

Mikelson’s memos on the dress code and the employee manual created a crisis. Old-time employees were furious about receiving orders from “the bureaucrats,” as management came to be called. Bruce and Carol recognized the problem and wanted to keep the lines of communication open, but they weren’t sure how to do so. “I’m just a baker,” Bruce confessed in exasperation. “I don’t know how to run a big company.”

Another set of challenges grew out of the changing character of the employees. In the original location alone, Sundown now employed workers from seven different countries. José, who was born in Brazil, confessed to Bruce that he felt uncomfortable being managed by Carol. “It’s nothing personal,” he said, “but where I come from, a man doesn’t take orders from a woman.” The Sundown employee profile was different in other ways. Two of the assistant bakers were openly gay; one of the sales clerks got around by wheelchair.

Carol, Bruce, and Hans know that good products alone aren’t enough to guarantee the continuing success of Sundown Bakeries. They need to improve the quality of communication among the growing team who make and sell their products.

Which of the following is not true regarding the changes Hans is trying to implement at the bakery?

Multiple Choice

  • With his dress codes and manuals and rules, Hans is trying to promote a low-context culture.

  • Hans is trying to cultivate an individualistic culture.

  • Under Hans's management, the bakery is more of a masculine culture than a feminine one.

Of the Sundown Bakery employees, who, based on ethnic co-culture, would likely avoid conflict at all costs?

Multiple Choice

  • José

  • Kim

  • Marina

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