Description

Requirement:
You are to write a report on your relevant working placement using the MSPC. You will need to create a section for each component of the MSPC. You then need to relate how your work did regarding each component followed by evaluating them, then making recommendations. You need to draw on experience and lessons learned in the course. It is expected that you will refer to a lot of the material you have covered as well as doing a good amount of Evidence Based Research (EBR) on your own. You can use reading from previous reflection paper or other researches.

General information of my workplace
I worked at Second cup in the university, sometime was busy in the morning, it was hard for my manager to create the schedule for all employee. Moreover, we do not have proper training program like doing coffee training or watching some video from the company. The training is about one week and trained by co-worker. The labour management and training are the issues are the issues in my workplace. I found it is hard for us to provide an identity of customer service. Some of my co-workers have a high level of customer service such as give a sample of daily brewed coffee for customer who are new to our place, some of them are not focus on customer service but more about the environment such as cleaning the tables and condiment stand all the time and serve customer without greetings.
the modified service profit chain and my workplace examples
vision mission values: https://secondcup.com/our-story
Second cup information can be found in the website above.
You can also thinking about a concept called “culture eat strategy for breakfast”
leadership (leadership development)
my manager’s leadership style is more likely to be autocratic leadership. Most of the duties need to go through with her, everything needs to follow her idea of customer services. Sometime she makes me feel stressful.
internal service quality (workplace design, job design, P/J & P/O Fit)
we do not have proper coffee training such as training program online or watching videos. the training is about one week.
employee engagement (organizational commitment

I considered myself as a high level of employee engagement, I always feel excited and happy before the shift starts. Most of our customer are students and staff from university and they are friendly.
In contrast, my some of my co-workers have a lower level of employee engagement. Co-worker A always say “I’m so tired today” all the time when she gets ready for work or during the shift. Co-worker B sometimes say “I just want go home and I don’t want to do these anymore” during the shift, and she do not like my manager.

employee retention, employee productivity, customer focus
Employee retention: there was one person called co-worker C, she took the initiative to withdraw from work because she don’t like this place since its owned by university.

Employee productivity: Co-worker D is a nervous person, she always feels nervous in front of customer, sometimes she took wrong orders and make wrong drinks for customers. Her level of productivity is low, but I think this was because of her personality.

Customer focus:

external service value (service comcept: results for customers, “the experience”)
customer satisfaction (service designed and delivered to meet targeted customer needs)
loyal customers as advocates (trust, retention and net promoter)
business sustainability (People, planet, profit)
sustainability information can be found in the following website
https://hospitality.uoguelph.ca/inititatives/sustainability-initiatives