Cadet Service Old Format

Background

he idea such as total quality management, reengineering, and focusing on core compensation have all been applied to the issue of service delivery, during the period of 1990s which was both real and imagined,

a period of service revolution. Managers eagerly strived to guide their companies and their employees towards the rewards, which to be realized through the application of total quality service. But more often than not, this goal has been deceptive. It takes far more than a futurist person in charge or strength of mind on the road to excellence to constantly carry outstanding service. Cadet Uniform Services Ltd. of Toronto, Canada, uphold total quality service in the all stages of its organization and to maintain this total quality services a shared approach between employer, employee, and customer is always there. Cadet was the best in following total quality services in the industry and that’s why they were able to establish the impression of total quality service in the mind of its employees. Cadet was honored with an immensely prominent award which is the Canadian equivalent of the Baldridge Award in 1993. Among five companies cadet was rewarded this prize which is a Certificate of Merit in the Awards for Business Excellence.

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Cadet was the great user of total quality management and reengineering.

The Overview of Total Quality Management and how it was Used by Cadet

Total quality management is management approaches that initiated in the 1950's and has progressively become further accepted since the early 1980's. Total Quality is an explanation of the culture, attitude and organization of a corporation that endeavors to provide customers with products and services that convince their requirements. The culture requires quality in all features of the company's action, with processes being done right the first time and defects and waste wiped out from operations.

There is no formula for organization success; however, there are a number of great TQM models that organizations can use. These comprise the Deming Application Prize, the Malcolm Baldrige Criteria for Performance Excellence, the European Foundation for Quality Management, and the ISO quality management standards. Any organization that wants to improve its performance would be well served by selecting one of these models and conducting a self-assessment. Cadet can be a great example of following such model.

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Cadet Uniform Service

The model begins with understanding customer needs. TQM organizations have processes that incessantly collect, examine, and act on customer information. Actions are often comprehensive to understanding competitor's clients. Developing a close understanding of customer needs allows TQM organizations to forecast potential customer behavior.

TQM organizations such as Cadet put together customer knowledge with other information and use the preparation process to arrange action throughout the organization to manage day to day actions and accomplish future goals. Plans are assessment at periodic hiatus and adjusted as essential. The planning procedure is the glue that holds mutually all TQM activity.

TQM organizations understand that customers will only be satisfied if they consistently receive products and services that meet their needs, are delivered when expected, and are priced for value. TQM organizations use the techniques of process management to develop cost-controlled processes that are stable and capable of meeting customer expectations. We will discuss how Cadet is satisfying its customers by controlling product quality and price value later in this Background segment.

TQM organizations also understand that exceptional performance today may be unacceptable performance in the future so they use the concepts of process improvement to achieve both penetrate gains and incremental continuous improvement.

The final element of the TQM model is total participation. TQM organizations understand that all work is performed through people. This begins with leadership. In TQM organizations, top management takes personal responsibility for implementing, nurturing, and refining all TQM activities. They make sure people are properly trained, capable, and actively participate in achieving organizational success. Management and employees work together to create an empowered environment where people are valued. Cadet used the entire element in the above very effectively. As a result they could provide such awesome quality service to their clients and able to meet such high profit margin.

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Some Steps followed by cadet which made them prominent in business

Firstly, gaining a clear picture of customers' needs. Carrying those needs together as a "Quality of Design" and reflecting them in diagrams and specifications. Faithfully building-in this quality of design in the workplace, and evaluating it as a "Quality of Conformance". After completion, applying quality pledge activities through after-sales service

The Steps of Cadet’s Activity can be expressed In a Figure Which Is Absolutely a Total Quality Service:

Cadet heavily applied Reengineering process. Reengineering is the redesigning of business to achieve improvements in such measures of performance as cost, quality service and speed.

The History of Cadet

Cadet was the successful launderer. The business was started in Toronto in 1974 by Quentin Wahl as a spin-off of his father’s dry cleaning business. There were 275 employees. Cadet serves it’s customer with multiple services such as picking up, cleaning, and delivering customer uniforms as well as providing unique inventory control and management services. These Services was provided by the Customer Service Representatives (CSRs). The CSRs had the complete power and can take action as individual entrepreneur.

Cadet’s main view was to serve the total quality service. Wahl had encouraged his employees about the total quality service and could able to

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TQM Activity

Promoting Customer Service Activities

Promoting Vision Management

Promoting Quality Assurance Activities

inspire his employee’s towards the common goal. Whal believed that doing the job right the first time, every time should be appreciated. As a result, Cadet Uniform Services limed became the third largest uniform services company in Canada with annual revenue of US$30 million and an average annual growth rate of 20% over the past decade in the year 1995. They were the most productive and efficient in the industry.

Cadet charged its customers 5% lower than those the company charged in 1985. It annually serves (picks up, cleans, processes, and returns) seven million uniforms for 3,500 customers. As the price was low and the service was very efficient; so, everybody liked to enjoy its service. So, profit margins exceed industry norms. Cadet enjoys 8-10% lower per-unit costs than competitors, and wages are at least 20% higher and, sometimes, double industry averages. This endless dedication to quality and efficiency has led to an amazing customer retention rate of more than 99%. Cadet has considered exporting its special brand of service to the United States recently.

The Leading Grounds behind Cadet’s Booming expansion:The main reasons behind Cadet’s enormous success are their focus on quality, service and an unapologetic dedication to employee entrepreneurship.

“Service” The Wellspring of Corporate Reformation

Cadet’s foremost focus was on service of the customers. Traditional managerial control of employees is absent from Cadet. Control like how best to serve their customers is given to employees. There are the entrepreneurial natures of the CSRs as well as in the strategic priority placed on serving the customers. According to Wahl and his Executive Vice president Arnold Gedmintas Cadet is separate from other companies within the industry is based on the understanding about the customer’s need.

“Quality” The Fountain of Corporate Reformation

Quality is the most significant constituent for the corporate reformation, development and accomplishment. Every step in the pickup, cleaning, and delivery process is examined by CSRs. Customers enjoys 100% error free deliveries and it’s a pride of CSRs that they able to achieve the main corporate goal, the total quality service. Gedmintas argued that the nucleus of Cadet’s corporate culture is their service quality.

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“Employee Entrepreneurship” The Source of Corporate Improvement

Cadet gave extra significance in Employee entrepreneurship. It viewed as the hallmark of Cadet’s corporate philosophy. This was not just a blank assurance of employee empowerment but a real promise towards reallocating power and decision-making. A CSR himself was the major decider of how big his own paycheck was going to be. The more satisfied the customers are and the more the CRS can retain customers, the more money he could generate. Approximately 60% of a CSR’s pay was based on customer retention levels, and another30% on ratings given directly by customers. Customer feedback was the important factor that determined whether a CSR thrived or botched.

The commitment to service, quality, and employee entrepreneurship represented more than a public relations strategy. It was the facilitator to a way of doing business and a way of leading business and it could make the cadet the most flourishing company in the entire industry.

Cadet’s pledge of High Quality Standards through Selective Admission to a Painstaking Training Process:Cadet employees were stimulated with dedication through focused hiring, widespread training and development programs, and clearly expressed quality standards.

Hiring Procedure followed by Cadet Uniform Services Ltd

The hiring process of Cadet was an important aspect for Cadet Uniform Services Ltd. The reason behind it was if the quality unable to meet its standard the whole corporate mission would be haphazard. So, the Potential CSRs were examined carefully by not only the traditional human resource manager or a line manager but also the team members. Team members were accountable for scrutinizing the qualifications and intrinsic assurance to service and excellence of all employees to be hired. This method was utilized because Cadet’s current CSRs understood more fully the level of assurance necessary to preserve the company’s quality and service standards than managers who were directly or indirectly connected to the process. It toughened the culture of employee entrepreneurship and teamwork.

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Training and Development Procedure followed by Cadet Uniform Services Ltd

All the employees, both established and newly hired had sufficient opportunity to acquire diversified training and learn new skills available to serve the customers in enhanced ways. Educational centers offered updated materials on quality and services issues. The company encourages the CSRs to seek education from outside resource and reimbursed such educational pursuits. The condition to carry on the education was that the CSRs should share their newly obtained knowledge with other employees and narrate to them how the experience could be favorable in their work. Cadet employees also had the opportunity to train in other areas of the business that they were interested dependent upon being able to find someone willing to trade positions. It provides the employees greater job flexibility, variety, and personal (as well as professional) growth opportunities, that means, as long as they could find someone to replace them, they could exchange work positions with them. General understanding of the company and the requirements for success in this industry is increased through these procedures.

A Quality Awareness Board, that included employees from miscellaneous parts of business, as well as customers, both oriented new-hires about the company’s quality focus and provided an ongoing “process mapping” exercise on how to enhance the effectiveness and efficiency of day to day operations. Significant increase in sales was created through this process.

Error Cause Removal (ECR) forms were exercised to illustrate the understanding various level of operational efficiency. To identify the inefficiency in the total service delivery process were exercised by the CSRs and other employees by using the ECR forms and this ability was the direct derivative of employee’s training and development activities. The authority of Cadet was cautious in posting the weekly figures of sales, cost and growth, in the bulletin board. CSRs team members were encouraged for a meeting with Wahl about the monthly operation review.

As Cadet had highly trained and developed workforce its sales revenue is much higher than other firms of the industry. Each CSRs are accountable for generating a weekly sales revenue of $ 17,000 for the company. Industry average was $7000 to $8000 per month. So, the weekly sales were above the industry average. This high productivity level enabled the cadet employees to get higher compensation. Although it is not unusual for a CSRs of cadet to earn US $ 53,000 per year, whereas the drivers of competing companies are earning $26,000 per year. Wahl said that, at almost any business, the lowest

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paid, least-recognized employees and the ones with the highest turnover rates are the people who meet the customer.

Quality Standards and Innovation maintained by Cadet Uniform Services Ltd

One thing that cadet did that is made customers conscious about the high standard of quality was required of CSRs in the early customer visit. A 47-step checklist guaranteed that a customized, quality-focused program was created for each individual customer. This focus created a standard for the CSR and high expectations for the customer.

Cadet’s “unconditional service guarantee” demonstrated the quality they provided. This was somewhat enabled because of an exclusive process patented by Cadet. Heat-sealed bar codes on each uniform were used to monitor the speed and control of uniforms through the system. As a uniform passed through a variety of stages in the process, it was scanned so that customers and CSRs alike could be aware of the uniform’s progress through delivery, cleaning, repairing, replacing, and returning. Cadet processed 400,000 pieces of clothing per week with only 4-6 uniforms misplaced with this system. This process was soon being improved. A radio chip was intended to develop by Cadet that could be inserted in each uniform so that the uniform could more quickly speed through an assortment of stations without a bar code needing to be located appropriately for scanning. This new process would be a total automated cleaning system.

Rewards that is linked with Total Quality Service:

Wahl stated that, Cadet’s aim is to place systems that allow people to be motivated and utilize fully their abilities. He was trying to make it possible to do their jobs efficiently. They responded by doing their job better than any one else in the industry. In fact, the management of Cadet wants to fulfill the basic needs of the employees in a proper way so that they can concentrate on their work properly. Although money is the main motivating tools and other types of motivation among the employees came through both monetary and non-monetary rewards. To maintain the quality service Cadet is careful in compensating their employees through both monetary and non-monetary rewards.

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Monetary Rewards for Total Quality Service

A CSR’s pay was directly attached to the satisfaction level of individual customers. If a customer was pleased with the service, a CSR was rewarded with increased income and bonuses and other compensation. If the customer was disgruntled or the CSR could not able to retain the customer, he could expect equal negative penalty. This direct relationship between customer satisfaction and pay motivated the employees tremendously. Monetary rewards were seemed to be useful for the employees of Cadet though we know that it is money is not the only motivator now a day. There is no other way for Cadet’s competitors to take away their employees with more than the amount of salary that they were getting. It was really worthy maintaining such a pay system.

Non-Monetary Rewards for Total Quality Service

Many non-monetary rewards can also motivate the employees rather than money. Cadet did not underestimate the power of motivation through non-monetary means.

The non-monetary rewards that are provided as motivational tools by Cadet are:

Quality Kids Day

Zero Defects Day

Freedom to Do One’s job as one best sees fit

Awards received by the company from its customers displayed in the cafeteria

Quality Kids Day:

This provided employees the opportunity to share the idea of quality with their children. This helped them to become more social and friendly. Quality awards received by the company from its customers were displayed in the cafeteria and acted as a symbol of pride for team members. These awards

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were an honor to all team members of the organization and acted as tools for reinforcing the company’s goals and culture.

Zero Defects Day:

In this non-monetary reward policy the plant closed early for a barbecue on the days the company met its goals ahead of schedule. It worked as a positive reinforcement. It proved to be powerful motivational tools.

Freedom to Do One’s job as one best sees fit:

This provided freedom in choosing the way of work. It gave employees fabulous inspiration. He or she then can able to use own inventiveness and extra energy to do the job and give the best shot for the improvement of the organization.

Awards received by the company from its customers displayed in the cafeteria:

Quality awards received by the company from its customers were displayed in the cafeteria and acted as a symbol of pride for team members. These awards were an honor to all team members of the organization and acted as tools for reinforcing the company’s goals and culture. This was biggest benefit of the recognition of these quality awards.

The unique and sustaining quality of the company’s incentives were not the individual tools utilized but rather the combination and interrelatedness of the tools. The company had a culture that truly supported employee motivation and was not doing this as just an eye wash. The ingredients of Cadet’s culture and motivational tools were mutually supportive. Actually their organizational culture was strong performance based pay system.

Most company will often say that an employee’s compensation is dependent on how well one’s customer is served. But there was no absolute freedom on how to serve the customer is given to the employee. Similarly, an employee may be given what appears to be great liberty in customer service yet be judged predominantly, if not exclusively, on how an employer views the effectiveness of an employee’s service abilities. Enhanced job performance its consequences acted in unison rather than in conflict. Cadet gave CSRs remarkable autonomy on how best to serve the customer.

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Cadet’s Challenge for the Future on Their Way of Doing Business:

Cadet Uniform Services was quickly expanding throughout Canada and possibly into North America. Challenge that Wahl faced for Cadet Uniform Services Ltd was transfer the culture and focus on total quality service through an ever-expanding organization. Wahl had questions in mind that was, he need to know how will he transfer the culture of total quality service throughout an organization that is becoming bigger every day? Will he be able to maintain the level of workforce motivation that brought Cadet its success? And another question is Could Cadet’s organizational culture and reward system will able to motivate CSRs as competition in the industry will keep going.

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Theme

he Cadet Uniform Service had not been following the traditional management system rather control is given to employees to act as an entrepreneur. There is too much delegation of authority on Customer

Service Representatives (CSR’s). So, that may result in lack of control over CSR’s. If Cadet goes for expansion in North America- their current personnel director, recruiter and above all a keen-observer like Nada Cian will not be present there regularly who, scrutinizes every aspect of an employee while recruiting. On the other hand, Cadet is the third largest uniform Service Company in Canada; so, when they will expand to North America they might not earn as much profits that they do in Canada currently. Cadet has a large diversified workforce of 46 different ethnic groups. It is not very easy to manage a diversified workforce from so many different groups because each group has its own values and norms that are way different from others. Since the payment of a CSR is directly tied to the satisfaction level of individual customer. The dissatisfaction level of individual customers may lead to shrink in the salary amount. Another problem that has been observed in this extract concerning Cadet is the very lengthy 47-step checklist for a quality focus program by customers. As a result complete cooperation by customers may not be available.

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Main Issuehat strategies Cadet Uniform Service should obtain to be competitive in the market that will enable them to ensure total quality service by adjusting with the new culture of global market

and align its new employees with the positive traditions of the company?W

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SWOT analysisWOT analysis plays a significant part in any company. Any company has some internal strengths and weaknesses, with some external opportunities and threats. Internal factors can be better controlled than

external factor as companies do not have any control over it. To survive in the changing environment any company needs to know or be aware of what are its strengths, weaknesses, opportunities and threats so that it take advantages of its strengths and opportunities to eliminate or decrease its weaknesses and threats. In short, SWOT analysis helps to identify what are the capabilities and capacities of a company. Given below are the SWOT analyses of Iridium.

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SWOT analysis plays a significant part in any company. Any company has some internal strengths and weaknesses, with some external opportunities and threats. Internal factors can be better controlled than external factor as companies do not have any control over it. To survive in the changing environment any company needs to know or be aware of what are its strengths, weaknesses, opportunities and threats so that it take advantages of its strengths and opportunities to eliminate or decrease its weaknesses and

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threats. In short, SWOT analysis helps to identify what are the capabilities and capacities of a company.Strength: A company should be aware of its core capabilities and sources of competitive advantages. Core capabilities are the critical skills and processes that an organization executes so well that its reputation builds around it.

Weaknesses: In addition to knowing its strengths, an organization must recognize its limitations. Whether limited by a poorly equipped production facility or a sales force that merely quotes prices and delivery dates, a business that acknowledge its weaknesses forces mangers to assess their processes and systems.

Opportunities: External and internal environments present both driving and restraining forces. Opportunities may occur suddenly. With the past pace of globalization and technology changes, what may initially present itself as an opportunity may become a threat if organizational responsiveness is too slow or not well planned.

Threats: Threats are negative external environmental factors which influences an organization’s decision. External factors are not controlled by the organization and to survive every organization needs to be very alert about its threats and how they can overcome this problem. Organizations should be proactive rather than reactive and should be aware of what are the competitors’ moves and should take necessary action in advance to face those moves.

The strengths, weaknesses, opportunities and threats regarding this case “Cadet Uniform Services: Cleaning Up In the Cleaning Business” are discussed as follows…

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StrengthsLowest per unit cost, lowest service cost, higher wage rate, high revenue and quality standard services than its competitor make the cadet Uniform Services Limited as market leader.

n 1995 Cadet Uniform Services Ltd. of Toronto, Canada was the largest uniform service company in Toronto Canada. Cadet with much saved up cost, high revenue, and quality standard services

have been successfully been able to maintain its position as the market leader. The huge numbers of employees were helping them to get more and more market shares and the gain profit. So the huge number of outlets and employees acted as their strength in gaining more market share and profit earning. Cadet annually picks up, cleans, processes, and returns seven million uniforms for 3,500 customers at prices which are 5% lower than those the company charged in 1985. At the same time, profit margins exceed industry norms. Cadet enjoys 8-10% lower per-unit costs than competitors, and wages are at least 20% higher and, oftentimes, double. They had annual revenue of $30 million and an average annual growth rate of 20% over the last ten years. Cadet routinely accounts for over $17000 per week in sales revenue for the organization. It also received the award for business excellence in the year 1993. In 1995 it became the third largest uniform service provider company in Canada with annual revenue of $30 million and an average annual growth rate of 20% over a decade or so. Some reasons of being market leader are giving below.

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Cadet is the market leader in the Canadian uniform services industry

A cadet uniform service has become the market leader and has been able to successfully maintain its position at the top due to its quality service standards, high revenue generation and low production costs. Because of its quality in service, it also received the award for business excellence in the year 1993. In 1995 it became the third largest uniform service provider company in Canada.

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High sales revenue generation

The Cadet is not only the market leaders but also has taken up the position for generating the highest sales revenue per week. Each CSR at Cadet routinely accounted for over $17000 per week in sales revenue for the company. This was considerably above the industry average of $7000 to $8000 per month in sales revenue. Comparing to the industry average even the cadets generate almost double. The other competitors earn approximately $2000 per week while the Cadets have sales revenue of $17,000 per week.

Lowest per unit cost in the industry

Cadet enjoys the opportunity of being capable to uphold a lower per unit cost than its competitors. In fact it has an advantage of 8% to 10% lower per unit cost than other cleaning up services. Explanation that can be accounted for this competitive frame over its competitors is the high tech method used to take out their simplest of services. Cadet annually picks up, cleans, processes, and returns seven million uniforms for 3,500 customers at prices which are 5% lower than those the company charged in 1985. As a result cleaning up services at Cadet is far lower than other ones in the industry, which are not so well equipped with technology.

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Wages 20 % higher and most of the time is double than the industry average

Services that gave to customer were provided by Customer Service Representatives (CSRs) who, while employees of the company, were given complete authority to proceed as individual entrepreneurs. Cadet has been experience 20% upper wages than the industry standard and at times it is even double the industry standard. Cadet’s commitment to employee progress saw great profits. Each CSR at Cadet routinely accounted for over $17,000 per week in sales revenue for the company. This was considerably above the industry average of $7,000 to $8,000 per month in sales revenue. This type of productivity also translated into considerably higher compensation for Cadet Employees. With much hard work and enough dedication to maintaining high quality service employees, a CSR can earn approximately U.S. $53000; whereas the delivery workers of other companies are earning $26,000 annually.

Cadet’s management is committed to total quality service, employee inspiration and empowerment and seems for ways in which to actually inspire that attitude all through the organization

Management of a company is fundamental for its accomplishment. The efficiency of the function of the company is extremely linked to the acceptable management structure. Through skill management system a company can able to reach the goal without enough resources. Cadet controls with a progressive manner to provide effectual result to satisfy the customer’s needs, through its products and services of uncompromising quality. The management of Cadet commits itself to quality as the prime consideration in all its business decisions. All employees of Cadet must follow documented procedures to ensure compliance with quality standards. The pool of human resources of the company will be developed to their full potential and harnessed through regular training and their participation on seeking continuous improvement of work methods.

At Cadet they focus more on quality than anything else. They make their CSRs undergo continuous training and development program to serve the customers efficiently. The issue of quality service delivery is being transferred through out the entire company. That is all the CSRs are being inspired to work to promote quality service at Cadet.

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Every person at Cadet believes in sharing the same mindset, share a common approach and way of thinking that bring together them and works for the promote of the whole company

Every Cadet employee is concerned with the wellbeing of the company and is motivated enough to work towards preservation of the company’s interests. At the heart of Cadet’s corporate culture is their belief in total quality service. This is a way of life that every employee can relate to. Everyone shares a common understanding of the principles of total quality service and recognizes the importance of doing the work right the first time, every time. The corporate culture of continuous improvement and employee entrepreneurship is ingrained in every Cadet employee. These motivational practices encourage Cadet employees to become more productive and efficient which results in higher profit margins for Cadet.

Cadet believes in strictly empowering their CSRs by generous them occupied autonomy concerning their work

Human labors are always the largest asset for any particular company. It is the people who are accountable for bringing reputation to the company or, in many cases, for causing negative impacts as well. At Cadet, their pool of human labor are developed to their full potential and attached through standard guidance and contribution while looking for continuous enhancement of work methods.

Cadet believes in letting their employees work as individual entrepreneurs, through delegation of authority. As a result the CSRs feel that they are an important part of the organization and hence they work more and share a sense of responsibility. This leads enhanced job performance and job satisfaction which in turn leads to better decision-making concerning the company and elevated profit levels.

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Cadet’s corporate vision was one that aimed to bring peace and prosperity to all by providing everyone with good quality service

Mission statement of this company was- “to contribute to the well being of mankind by providing reasonably services in sufficient quantities to achieve peace, happiness and prosperity for all.” This statement means that this giant company tries to continue its profitable business in the way that is perfectly peaceful and ethically fair to all the people of the world. And this position is only possible when it can ensure the wonderful management system, practice and well-maintained style for its own.

Cadet is the company which is considered as launders laundry to provide a large amount of services; picking up, Cleaning, and delivering customer uniforms as well as providing distinctive inventory control and management services to its customers

Cadet Uniform Services LTD provided a large amount of services to its large amount of customers. The services were picking up, cleaning, and delivering customer uniforms as well as providing unique inventory control and management services. These services were provided by Customer Service Representatives (CSRs). Their first priority was serving the customer. Traditional managerial control of employees is absent from Cadet; rather, control is given to employees on how best to serve their customers. The slogan that makes them different from other company is “Our understanding of our customers’ needs.”

Cadet provides employees with superior job flexibility, which helps motivate them and increase their efficiency and effectiveness

At Cadet, employees have the freedom to design their own routes and manage their own accounts. They can do this according to the time that they see fit. At other times they are free to pursue education or other things that are important to them. This kind of flexibility gave Cadet employees immense

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motivation because no other company provided such good working conditions and also paid so much.

Cadet practiced true commitment to the reallocation of power and decision making to promotes employee involvement and entrepreneurship which in turn helps them gain more profits

The corporate philosophy of cadets promotes employee entrepreneurship. This allows the employees to be more focused and committed towards relocating their power and decision-making. Therefore the amount of income generated by the employees was directly tied to the number of customers they can retain. This particular philosophy of Cadets was springboard to do business and leading the business.

Cadet’s business philosophy was always geared to the future and to becoming the top player in the industry

All companies must have a goal and set standard to have the best position in the market. The philosophy of Cadet was to be a low cost, integrated manufacturer, which made it the best company. This company’s philosophy was outstanding as because it was consistently trying to cut its price and wanted profits in the long run, rather than seeking high profit by raising the price. Another significance of this company was setting up its own distribution networks and direct connections with the customers.

Cadet has a unique selection Procedure that involves CSRs as well as management personnel and ensures that the right kinds of people are employed in the organization

The employees are hired through focused hiring, which include team members in addition to the traditional human resource manager. The training procedures also include self-development procedures and building commitment. The employees so trained provided choice for being trained in other areas. The understanding of the efficiency levels also enhances the activity of the employees hired to rectify day-to-day problems. The team

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members were also asked to join the monthly operational meetings to get sufficient feedback on the training process. The extensive way of selection helps to maintain the company’s quality and service standards. In addition to this the returns for the company also experienced tremendous growth. This type of productivity boost also leads to higher compensation for the employees and thereby employees become more dedicated and committed.

Cadet gave opportunities to new hires and established CSRs to become more skilled at and share new expertise and knowledge with other employees through training, boost the employee’s talent to provide the best service to their customer

Cadet gave the opportunity to its new hires and established employees to become more skilled that could significantly enhance their ability to serve their customers. Through education centre they got updated materials on quality and service issues. The company also encouraged CSRs to adopt the knowledge from outside education. The only condition to enduring education was that CSRs must share their newly acquired knowledge with other employees through a summary of how the experience could be beneficial to one’s work. In addition, employees had the option of being trained in other areas of the business, dependent upon being able to find someone willing to trade positions. This provided employees greater job flexibility, variety, and personal (as well as professional) growth opportunities. It also increased the general understanding of the company.

Cadet had a Quality Awareness Board (comprised of employees from different parts of the business as well as customers) who oriented newly hired employees

A Quality Awareness Board (comprised of employees from different parts of the business, as well as customers) both oriented new-hires to the company’s quality focus and provided an ongoing “process mapping” exercise on how to best increase the effectiveness and efficiency of day-to-day operations. This process mapping was credited with significant increases in sales.

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Cadet had special forms called Error Cause Removal (ECR) forms that were used to identify inefficiencies in the delivery process so that they could be rectified immediately

The focus on understanding various levels of operational efficiency is illustrated through the use of Error Cause Removal (ECR) forms. ECR forms were routinely used by CSRs and other employees to identify an inefficiency in the total service delivery process. Such an ability to identify and rectify a problem was the direct offshoot of the employee’s training and development activities.

Cadet made use of a number of innovative ideas in the workplace which helped increase their productivity

CSR tries to maintain a high standard of quality in communicating with the customers. They developed a 47- step checklist for quality maintenance for each individual customer. The quality so maintained made the customers expectations high from the service. They made the various stations very swift for the customers to get the uniforms early. The innovations made the Cadets a better place for delivering “unconditional service”

Cadet was a dedicated to the principles of Total quality management used those ideas at every step of the way

At Cadet they focus more on quality than anything else. They make their CSRs undergo continuous training and development program to serve the customers efficiently. The issue of quality service delivery is being transferred through out the entire company. That is all the CSRs are being motivated to work to promote quality service at Cadet.

Cadet provides amazing services & 100% error free service delivery

Cadets deliver system has been highly appreciated by the customers, as it is 100% error free. Each and Every step starting from pickup, cleaning and the delivery process are all examined by the CSRs. The CSRs while checking

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also adds any necessary item missing. They work for continuous improvement that they believe to be their corporate culture. These employees accompany the customers from department to department until they find what they are looking for. Such services are exceptional indeed and very much unique. Continuous improvement is what accounts for growth and success of the organization.

Cadet uses high, end technology which makes them the market leader, which is not used by any other company in the industry to increase their efficiency and productivity

Today we are in modern era. To establish as a market leader company needs to use high technology. Technology is the most important factor now a day for the greater productivity and more output, which help every organization to serve successfully with in the competitive market in international business. Technology is involved in all organizational activities and the rapid rate of technological change makes technological change a significant factor in almost every organizational innovation. Technological change offers both an opportunity and a threat. On the one hand, it helps create new product opportunities that manager and their organization can exploit.

The success of rapidly growing company is based on the frequent change of the technology to make the operation effective. It is always concerned about bringing in best technologies, which are needed to produce the best quality products that the market demands. Without fast change, the company would not be able to keep up with the ever-changing environment In the long run. At Cadet they are able to provide unconditional service guarantee because of the technology that they use at cadet. This technological know how was a patented right by cadet. They used the heat sealed bar codes, the scanning process so that the CSRs and the customers were both aware of the uniforms progress through delivery, cleaning, repairing, replacement and returning.

Increased profit levels lead to increased levels of confidence among employees which in turn leads to high morale and elevated productivity

The people working in the organization gain more confidence because of the profit .As a result of profit increase, the employees might even get added incentives on their compensation package. And this also acts as a motivational factor to help them exert better performance on their job.

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Cadet’s planned monetary and non-monetary rewards are in a distinctive manner that stimulates employees and motivates them to give their best to the job

Financial resources can significantly affect an organization’s competitive advantage. An organization that has the ability to generate internal funds able to convert these funds into other assets. Cadet uses it financial resources very efficiently when it comes to providing compensation to its employees. At cadet, compensation depends directly upon how long a CSR can retain his/her customers. That is the satisfaction level of a customer determines an employees pay level .If a customer was well satisfied a CSR was rewarded with increased income and bonuses.

Apart from this monetary reward, other forms of non-monetary rewards include Quality kids’ day and zero defects day. Zero defects day was when employees were able to meet the organizational objectives way ahead of time and the plant closed early that day so that the employees could have a barbecue. Non-monetary rewards such as the quality kids’ day gave employees the opportunity to get to share the idea of quality with their children. Other non-monetary rewards include the display of quality awards received by the company and the display of company growth reports on company bulletin boards. The sight of the awards acted as a symbol of pride and a strong motivational tool for the employees. The growth reports kept the employees posted on the company’s success and profit levels. They could see those figures and feel good about themselves thinking that in many ways, they were the ones responsible for those high profit figures. This made them feel like they were an integral part of the company and gave them a feeling of fulfillment.

CSRs pay was directly tie with the satisfaction level of individual customer for that reason they makes the customer its number one priority

All salespeople at the Cadet are always ready to do anything that would please the customers. Because CSRs pay was directly tied to the satisfaction level of individual customers. If a customer was satisfied a CSR was rewarded with increased income and bonuses. Such facilities definitely attract the potential buyers and Cadet now has more and more loyal customers.

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The employees at Cadet are given a lot of recognition by the management and are extremely organized

Cadet considers their employees as partners, not interchangeable parts of production. So in the recession time employment is continued as the employees have the interest in the company’s gain. The most important association of the employees began from the very beginning of the company, and it is continued through the ups and downs with the company’s good time and bad time. Its employees have to present in every “morning meeting” and they have to go through the whole process in the early morning and before any job is started.

It brings the job satisfaction and the commitment for the employees. Moreover, for this purpose, each employee is recognized individually in this company. In addition to the job related tasks, these employees have the opportunities to be a part in the sports teams entitled by the organization. Much emphasis is given to company awards and to the performance of those teams competing with other companies. Therefore they feel for the company as their own.

Cadet’s employees always lived up to the company’s high expectations of them

Hard-working employees are hired in the first place at Cadet and they are left to do what they do best. When these people apply elsewhere there is expectation on them because they want to work very hard and wish for a good job.

Cadet has gained immense goodwill, This helps to retain customers and also gain new ones. This element of goodwill also acts as a positive motivational tool for employees

Cadet employees feel the effect of its goodwill everywhere they go. People are impressed when they get to know where the employee actually works. The positive reaction from outside people gives the employees a sense of

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pride due to their employment in Cadet. It is the immense popularity of Cadet that has always reflected its goodwill.

WeaknessPreferential behavior may be converted into a question, as workforces are profoundly occupied in the hiring process

he staffing squad for Cadets comprises impending CSR’s. The cadets believe the CSR’s be aware of the level of pledge to maintain company’s eminence and service values. The Human features of the

CSR’s are not well thought-out before placing them on the assortment panel. They might be biased towards any entity and have more penchant to assign people they know well. The CSR folks were optimistic to seek out education and compensate the educational pursuits. They were to share their knowledge with the new employees. During that period some might impress and can become a liking of the CSR member as the potential.

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The biasness of the CSR members is one of the factors to be considered before introducing them in the selection board. At Cadet, CSRs are responsible for evaluating and scrutinizing potential employees to see if they have the required commitment and intrinsic vow to service and quality that is required for them. As current employees had the power to be a part of the selection process, they may select members of their family or friends for the job. These people may not be as well suited for the job as others but still become a part of the organization thus jeopardizing its level of performance.

Cadet bestows its workers freedom and empowerment to a great level; they can take pro of it to go well with their own desires

Employees at Cadet are authorized to act as individual entrepreneurs or capitalists. This means that they can do no matter what they want to in regards to the way in which they put up with their occupation. They face limited margins from the management and are not detained back by usual administration wheel. Another thing is that the compensation package is not being equally extended down the line. The philosophies of the cadets offer employees the ability to practice their authority. As they do not follow the traditional managerial control the employees are at liberty to practice their abilities. If the abilities are not such that it helps to satisfy the customers it might create a negative impression for the Cadets. The too much

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empowerment makes the employees decide to work and so might create a situation of pig-headedness to work.

Customer preconceived notion in the direction of fussy human resources may headed for demotivation and poorer performance heights in other workers

The cadets follow a compensation plan based on how well they hand round the clientele. The fulfillment of the employees plays an essential role in influencing whether an employee is performing fine or not. This particular strategy so followed overlooks the fact of biasness of a particular purchaser or clientele. This might lead to demotivation in inspiring the quality of work for the employee. The culture of cadet and the motivational gears are mutually supportive but consideration of the customer satisfaction sets a draw back for the employee satisfaction. There is a huge gap between the compensation of the top executives and the lower employees, the normal workers feel inferior and not motivated to work competently. The top executive enjoys the cream of the success where the normal personnel do the real job. As other employees and executives are not paid according to their contribution, they feel discriminated and do not search out the chance to work as a superior lineup in existence of top supervision.

Employees may become overqualified due to the outside education opportunities that Cadet provides them with and after that those workers may leave the organization without sharing the knowledge that they gained from their education

Cadet vigorously cheers their employees to seek outside education and reimburses such educational pursuits. Employees may use company funds to put on degrees from outside and as a result become overqualified for the job. They may think that they can get a better, maybe even a white collar job, somewhere else and then leave the company altogether. When those employees become more educated and experienced then a tendency of being getting a good option than the existence one.

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Cadet’s high prospect may occasionally confirm to be frightening for employees

Everyone expects and so does Cadet, but the expectations are very high. These soaring expectations made by Cadet make it crucial for its employees because if they cannot meet them then they are fired. Expectations those are difficult to fulfill, always will demoralize employees if they find them not potential enough.

The widespread guidance and its expenditure

The employees at the Cadets are recruited after a selective admission and meticulous training. The employees at the point of hiring are vast in number and taking into consideration all of them makes the Cadets incur a high cost. The cost related to the hiring and selection is an additional cost borne by cadets. At the end of the selection not all individuals are selected and along with them the cost borne for each. Though the returns for the hired individuals give tremendous returns but cadets do not consider the cost they had undertaken during the hiring.

Cadet lacks an organized HR department and relies too much on CSRs to do HR jobs

The organization is recommended and/or instituted a set of reports that provide the HR department with the information they need to review adequately how a particular department is doing. As they show us that they have a very organized and structured form of training and development plan. They conducted need assessment for each department. The training requirement varies from employees to employees, position to position across departments in terms of types, duration and techniques.

Through this career plan analysis they understand whether the employee is able to improve the performance and what type of further training is required for that particular employee. But here we faced some limitations as for the sake of confidentiality they did not say what type of training they are providing, how frequently they give training, how much they spend for the training and development purpose etc. The HR department of any organization is

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responsible for the hiring and firing purpose and many inter-related activities. The Cadets ignore the importance of such a department by not placing them for carrying out the hiring and firing activity. They rather use team members to help in the selection that does not represent the proper panel for understanding people. The HR department is an integral part of any organization and ignorance of their importance can lead to hire an individual not suiting the desired position. The selection therefore lacks in expertise.

As Cadet’s reward system was based mainly on what customers thought of the employees, the biased nature of some customers may put some employees ahead of others. This would greatly distort the feeling of camaraderie among fellow employees and affect the organization’s overall performance

Employee relationship contributes greatly in the organizational success. Organizations, by definition, require people to work to gather and communicate with one another. Ideally, the interpersonal relationship should be productive, cooperative and satisfying. In reality, managers find that they are not always that way. Almost every working relationship will produce some degree of conflict across time. Whether the conflicts will be destructive or constructive depend on the attitudes and skills of the participants. The employee motivational tools of cadets include rewarding the employees based on how many customers they can retain. The Customer might judge based on his personal instincts to rank him, which might include some biased behavior. The likings and disliking should not be relevant to the reward system as they have been selected by the CSR after extensive training and the rewards should not be divided as it demotivates the employs when the reward does not meet their expectation.

The biasness of Cadet’s recruitment team is not taken into consideration

The recruitment team for Cadets includes Potential CSR’s. The cadets believe the CSR’s understand the level of commitment to maintain company’s quality and service standards. The Human aspects of the CSR’s are not considered before placing them on the selection panel. They might be biased towards any individual and have more preference to appoint people they know well. The CSR individuals were encouraged to seek out education and reimburse the educational pursuits. They were to share their knowledge with the new employees. During that period some might impress and can become a liking

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of the CSR member as the potential. The biasness of the CSR members is one of the factors to be considered before placing them in the selection panel.

Opportunities:The reputation of the company would help the company to attract best employees in the job market as well as loyal customers. It also motivates employees to stay long time in the company

eputation in a company is very important factor. Is consider as an asset if the organization. Every company tries to maintain their good reputation in business market. A well reputed company always the first

choice of employees as well as customers. Cadet is a well reputed company in Canada. In 1993, Cadet was among the five companies awarded a Certificate of Merit in the Awards for Business Excellence, the Canadian equivalent of the Baldridge Award and in 1995; Cadet was the third largest uniform services company in Canada. For this obviously they created a good impression in business market. Moreover the employees are permitted to take training in other areas of business if they wanted. It provided the employees with greater job flexibility, variety and professional growth opportunity this is the major positive side for this Company to attract prospective employee. The best candidate of the job market who have good skills, good interpersonal skills, and hard working ability they easily want to join Cadet Company. Because the candidates knows that the company maintain good working environments and other good strategy and business market they have good name. So they will think in this company they can do their work in very comfortable and safe way. They don’t need to think about the salary package or compensation package for this company. Sometimes reputation plays a big role to employees to stay long time in the company. Reputation of the company also plays big role to maintain loyal customers.

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Adaptation of new high tech technology can help Cadet prolong to offer high class services to their customers which is plays a big role to make them market leader

Today we are in modern era. To establish as a market leader company needs to use high technology. Technology is the most important factor now a day for the greater productivity and more output, which help every organization to serve successfully with in the competitive market in international business. Technology is involved in all organizational activities and the rapid rate of

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technological change makes technological change a significant factor in almost every organizational innovation. Technological change offers both an opportunity and a threat. On the one hand, it helps create new product opportunities that manager and their organization can exploit. The success of rapidly growing company is based on the frequent change of the technology to make the operation effective. It is always concerned about bringing in best technologies, which are needed to produce the best quality products that the market demands. Without fast change, the company would not be able to keep up with the ever-changing environment in the long run.

At Cadet they are able to provide” unconditional service guarantee” because of the technology that they use at cadet. This technological know how was a patented right by cadet. They introduced bar code system with radio microchips, by this the CSRs and the customers were both aware of the uniforms progress through delivery, cleaning, repairing, replacement and returning. Adaptation of such new technology completely automated the cleaning process; so that reducing the time for delivering the uniforms.

Cadet exercise organized database managements systems for the formation of brand trustworthiness

As building a customer relation is very imperative to any company, the cadets always tried their best to build and develop a better customer relation. Maintaining database is very important because this might improve the particular situation. A proper database is very important cause by these cadets can identify their valued customers and provide them with better service. It’s a very important part of their business. So maintained the database can also help to customize their service in accordance to the service quality. In addition to the database for the customers they can also develop one for their employees, where employee information would be saved and updated. So that database management is really very important. By this it would be easy to identify the best employee and assign them in creating brand loyal.

Constant growth of the local and international market would help Cadet Uniform Services to improve its operation

When the market growth rate is contestant for a company in maturity period they can easily run their business successfully. In a maturity period every

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company try to reach to their targeted constant growth rate. Cadet was the third largest uniform services company in Canada with annual revenue of US$30 million and an average annual growth rate of 20% over the past decade. Cadet’s CSRs were earning a $53,000 per year while other companies were paying their drivers $23,000 per year. These CSRs with the corporate culture of quality, in their mind, worked with their best effort to maximize the customer satisfaction level. Effort in turns made very high sales revenue of US$17,000 per week. This was far more above than the industry average of US$ 7000 to $8000 per month. They have the constant growth rate in market so they can easily improve it’s operation day by day with new facilities.

Competitive advantages of Cadet Uniform service could help it to enjoy the opportunities in the industry over many top competitors

The brand of Cadet’s corporate values was the Employee Entrepreneurship. Cadet was implementing this critical process with their drivers also in a very efficient way. While other companies were treating their drivers’ just as traditional way of delivering and collecting the uniforms from different locations, Cadet was empowering them with Employee Entrepreneurship. That is why they do not just select the employees for their driving ability. They tried to hire people with hardworking ability, creativity and friendly attitude from morning to night, physical fitness etc. Without these abilities it was quit impossible for serving as an employee Entrepreneur. In Cadet, the CSRs were truly empowered to select the process of operation and decision-making. All their effort is focused on customer satisfaction. They were directly facing the customers while collecting and delivering the uniforms. So they had a clear understanding about their customers. They were careful about the individual need of their customers. As their pay was directly related with the satisfaction level and customer retention rate they were bound to do so.

Market growth would help Cadet Uniform keep away from reliance on to a particular market by which it can create more proceeds and boost its consumers

Cadet’s Quality Awareness Board served an important purpose to spread their quality maintaining culture among the new employees. As they think that quality is the nucleus of their corporate culture. When the new employees were aware of this culture it was easy for them to promote the employee Entrepreneurship, which is the main key to their success. Vigorous and exceptional ways Cadet uniform services has been maintaining quality,

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service and customer satisfaction for a long period of time they have future plan of expanding their business in North America.

The expansion of their business to other country would also raise their profit margin. In Canada they are making more revenue from their targeted customers. If they will expand their business to North America or other county they will easily earn more revenue and increase their customer. From that they can be more popular in different county if they can running their business successfully through out that country. If they will increase their branch to other country they can easily avoid the single market in worldwide. On the other hand if their business in one country will face loss unfortunately but if they make in another country huge profit at that situation they won’t be face any major problem for their loss in one country.

Huge populations with low labor cost make their business more profitable. Cadet can build use of numerous chances in the business market. So it would be a big business opportunity for them

Cadet can also expand its business in other areas overseas. Continents like Asia where there is abundance of cheap labor. So they can earn a lot cause for labor cost & most important thing is the population. Huge populations with low labor cost make their business more profitable. Cadets would incur lower cost of production and earn a significant amount of revenues compared to what they are earning at present. So it would be a big business opportunity for them.

Cadet has fulfilled the demand of Canada so that it has considered to export their brand service to the developed nations like United States

Cadet Uniform Services Ltd. was started in Toronto in 1974 by Quentin Wahl as a spin- off of his father’s dry cleaning business. The company provided multiple services to its customers; picking up, cleaning up, and delivering customer uniforms as well as providing unique inventory control and management services. The main task of the cadets is to do the job at the first time and also every time.

There is a slogan, which makes the employees more productive and determined to this job. These kinds of slogan make them efficient. Here Service is the major thing and efficiency had resulted in lowering of the per

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unit price. All such has lead to greater retention of customers. For this reason cadets are successful and decide to export their special brands of service to the developed nations like US.

ThreatsFamiliarity and trustworthiness might be perceived as low compared to competitors as it is in commission in a different country

adet was crowned the third largest uniform service company in Canada in the year 1995. With this reputation it must have been an easy job for Cadet to generate more revenue. However this is not

always the case. Other giant firms in the industry, those standing in number one and two positions also provide quite a large number of customers with a much-improved service. So this develops a sense of competition among Cadets employees. And they surely have to work hard to survive the intense heat of pressure. They have prospect plan of expanding their business in North America. When they will do that, they will face people of different culture and values. Currently, Cadet has not been following the traditional management system. They are giving more emphasis on the empowerments of CSRs.

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This might create some problem. Cadet has a diversified workforce. Although many people think that problem might arise from this diversified work force, when they will extend their business it will turn into an asset. Many companies face some problems when they try to expand their business. Many of those problems arise from the difference of culture. If the management of that company does not understand the culture of that place, they might not be able to satisfy and motivate the employees.

They can face problems in satisfying customers too. When they will start their business in another company they will new at that culture and business market. Because at the very beginning of their business in a new country 80% customer will have no idea about this company. So they may face some problem. Customer already knows about their well reputed company. Majority customers have their own choice and they like to take service from that particular company. So that company is already known to all customers and they are more experience than a new company. So when cadet will operate their business in a new country probably they will compare as low compared competitors. Because, on that new market environment they are totally new.

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Cadet Uniform Services might face problems in motivating its employees with the same set of rewards in other competitive market

Now they are hiring and maintaining people in a different process. Whether that is going to be effective in that region or not is a big question. Because of different culture employees of that place might not be motivated like the people of Toronto. Furthermore, if the previous employees cannot transfer their culture to the newly recruited employees, the level of quality and services can decline. By that time many other competitor firms could arise potentially. So this could be a challenge for Cadet in near future to expand their business and spread their corporate culture along with the dedication for hard work among the new employees.

Rewarding System

The Cadets compensation is tied to the measures of the customer satisfaction and if the customer moves away the employee’s salary also sinks. This rewarding and set back system of Cadets might de motivates the employees’ form doing their day-to-day activities. The customers might even switch for other reasons beside the one of the employee, so having such a system of sinking salary always puts the employees in an indecisive position about their performance. The implications of such a system might upset considerable number of employees at some point in time and cause greater damage for the Cadets. It’s really very important to satisfy the customers. Cause the satisfaction level is different for individual customers. If customer was satisfied then Cadets was rewarded with bonus and increased income else negative consequences. This rewarding and set back system of Cadets might de motivates the employees’ form doing their day-to-day activities. The customers might even switch for other reasons beside the one of the employee, so having such a system of sinking salary always puts the employees in an indecisive position about their performance.

Unless Cadet can maintain their current growth rate, the intense competition that they will face later on will prove to be extremely risky for them

In any kind of business, pressure and competition is natural and employees have to ready for accepting that kind of challenge & competition. As Cadet

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was crowned the 3rd largest uniform service company in Canada in the year 1995, it was tough to maintain this position and reputation. It must have been an easy job for Cadet to generate more revenue. There are other giant firms and those are standing in number one and two positions also provide quite a large number of customers with much improved service. Also other companies those are standing in number fourth and fifth position. As all of them wanted to make large number of customers and wants to make profit that develops a sense of competition among Cadets employees. Cause they surely have to work hard to survive the intense heat of pressure.

Cadet has to become skilled at adapting to foreign rules and guidelines

The biggest challenge that lies ahead for Cadet is the fact that they want to expand to new horizons, locations. These new locations include expanding into areas such as the United States where rules and regulations are known to be very strict in terms of maintenance. So, Cadet also has to think over this issue with much emphasis on it. They might have to get various sorts of permission from various ministries in the United States. This might lead to more time being consumed.

As they’re looking to grab the market of other countries, the biggest challenge that lies ahead for Cadet is the fact that they want to expand to new horizons, locations. These new locations include expanding into areas such as the US where rules and regulations are known to be very strict in terms of maintenance. So it’s not so easy to maintain the business and make profit there. So, Cadet also has to think over this issue with much emphasis on it. They might have to get various sorts of permission from various ministries in the United States. This might lead to more time being consumed.

If Cadet Hires the wrong people it can reflect negatively in company’s successful operation

It’s not an easy job to hire the right person. The Cadets do not rely on the traditional HR managers or line managers for the purpose of Hiring. They rather rely on the team managers who are responsible for examining the qualifications and quality of the potential employees. The work in cadets is very sophisticated and requires better movement of body parts as the uniforms are always on the rails and transported.

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The Team members do not take into account of the physical aspects of the job and so might result in hiring the wrong individual for the specific position. One to one communication is really very important, which is important for customer satisfaction. At last proper HR professional can lead to hiring of wrong people as many misleading factors can influence the team members to hire. The Cadets do not rely on the Traditional Human resource managers or line managers for the purpose of Hiring. They rather rely on the team managers who are responsible for examining the qualifications and quality of the potential employees.

The work in cadets is very sophisticated and requires better movement of body parts as the uniforms are always on the rails and transported. The Team members do not take into account of the physical aspects of the job and so might result in hiring the wrong individual for the specific position. In addition the team members are not concerned of one to one communication, which is important for customer satisfaction. In conclusion, by not having proper HR professional can lead to hiring of wrong people as many misleading factors can influence the team members to hire.

Cadet might have trouble transferring their unique corporate culture as they continue to expand

Now, the cadets are expanding to international arena and to transfer the culture and adaptation of the focus on total quality service would be a greater challenge for the cadets. The greater problem for them would be the transfer of the Cadet Employee culture in a growing organization. Dedication towards service has been the hallmark of the Cadets. They have had a good corporate reputation and healthy employee culture while operating in the local country. Now, the cadets are expanding to international arena and to transfer the culture and adaptation of the focus on total quality service would be a greater challenge for the cadets. The greater problem for them would be the transfer of the Cadet Employee culture in a growing organization.

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Human Resource Issues

adet Uniform Service is one of the leading launderer business started in Toronto in 1974 by Quentin Wahl as a spin of his father's dry cleaning business. The company provided multiple services to its

customers like picking up, cleaning and delivering customer uniform as well as providing unique inventory control and management service. The company has diversified services to provide its customers world class cleaning facilities. By balancing properly the needs and wants of their employees and customers, the management creates exceptional experiences at their extraordinary service-is the company’s main mission

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After going through the case we have found that some information regarding the employees is given like detail information about the training procedures, reward system in both monetary and non monetary, motivational procedures is given. Moreover, as the company is planning to transfer the employee dedication to service to future employees in both managerial and non-managerial level. The firm also determined a need for dramatic improvements in employee productivity.

Human resource issues have always been very vital to organizations that have been successfully able to maintain a good position in the market and good reputation. HRM is the process of acquiring, training, appraising and compensating employees. Human Resource Management helps build competitive advantage by developing their human capital.

HR is also important for to maintain good quality for long period and it also explain how a company can retain good employee by giving incentives, bonuses, reward, and great compensation to sustain its quality service. This can be better explained by the fact when, HR handles the execution of most firms downsizing and restructuring strategies. HR manager can also help in the formulating of strategy, which requires the identification of the strengths, weaknesses, external opportunities and many more.

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Lack of sound Human Resource Department

Cadet Uniform Services ltd. has a Human Resource Department but the activity of the human resource department is not dynamic very much. Human resource department is responsible Human-Resource Management serves 5 key functions:

Hiring Compensation Evaluation and Management (of Performance) Promotions Managing Relations.

It is the responsibility of human resource managers to conduct these activities in an effective, legal, fair, and consistent manner. Human resource management aims to improve the productive contribution of individuals while simultaneously attempting to attain other societal and individual employee objective In terms of recruitment and selection it is important to consider carrying out a thorough job analysis to determine the level of skills/technical abilities, competencies, flexibility of the employee required etc.

Cadet Uniform empowers their employee so that potential CSRs were examined carefully by team members rather than relying solely on the evaluation of a traditional human resource manager or a line manager. Team members were responsible for examining the qualifications and inherent commitment to service and quality of all potential employees. This method was utilized because Cadet’s current CSRs understood more fully the level of commitment necessary to maintain the company’s quality and service standards than managers who were less directly connected to the process. In addition, it reinforced the culture of employee entrepreneurship and teamwork.

Empowering is good for nay company but it need to be in limit. Some power should be in hand to top authority. Otherwise employees will feel that top authority can not take decision so that they rely on them. They need to have a sound, properly designed and well functioning Human Resource department to recruit the right people for the right position, to make the employees work in that way so that they can contribute in achieving the corporate strategy of the company. Above all a proper HR department is needed to prepare a well-designed Human Resource Planning for the company.

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In any organization Human Resource Planning can achieve the optimum use of human resources and to achieve the correct number and types of employees needed to meet organizational goals. Additionally, Human Resource Planning provides the basis for establishing and maintaining effective HR programs and for coordinating the various HRM functions. For this reason, Cadet needs a thorough HRP to have the accurate number of employees with proper skills in its different distribution and service centers all over the world. In order to develop a well-structured HRP the company needs a well functioning HR department in its head office. Moreover, Cadet needs to have HR units in it's every branch. Without a proper HR department it is very difficult to allocate skilled employees and manage them properly.

The Cadet Uniform has proper training and development program for its employees

Training is all about teaching the organizational member how to perform current jobs and helping them to acquire the knowledge and skills they need to be effective performers. Development is building the knowledge and skills of the organizational member to take on new duties and challenges. Development programs are needed to make the managers expert in various areas and by doing so design effective HR functions, which will allocate the scarce resources in a way that maximizes their contribution to the achievement of the organization’s business goals.

Training and developments programs are required to develop a skilled workforce. In the case information regarding the training and development programs is given. That is why we come up to this conclusion that Cadet has many Training & Development program for its employees. They believe to learn new skills that could significantly enhance their ability to serve their customers. They also believe that an education center offered updated materials on quality and service issues. The company actively encouraged CSRs to seek outside education and reimbursed such educational pursuits. The only stipulation to continuing education was that CSRs must share their newly acquired knowledge with other employees through a summary of how the experience could be beneficial to one’s work.

Additionally, employees had the choice of being trained in other areas of the business, contingent upon being able to find someone willing to trade positions. This provided employees greater job flexibility, variety, and personal (as well as professional) growth opportunities. It also increased the general understanding of the company and the requirements for success in this industry.

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A Quality Awareness Board (comprised of employees from different parts of the business, as well as customers) exercise on how to best increase the effectiveness and efficiency of day-to-day operations. The focus on understanding various levels of operational efficiency is illustrated through the use of Error Cause Removal (ECR) forms. In addition, weekly figures on sales, costs, and growth were posted on bulletin boards throughout the business.

But to train an employee after selection and recruitment is expensive. When a company trains a group of employee they have to arrange improved training and development programs. After getting the training it is not obvious that the employee will sustain with the company for a long time.

Cadet Uniform Services provides an impressive compensation package consisting of both monetary and non-monetary rewards

To evaluate the employees’ contribution Cadet Uniform Services provided both monetary and non-monetary rewards. Their compensation package served three purposes; attract potential job applicants, retain good employees and motivate employees.

Monetary: In Cadet the Customer Service Representatives’ (CSR’s) payment was completely attached with the degree of satisfaction of each client. If a customer was satisfied with a CSR’s service or a customer was retaining for a long time, then the CSR was valued through increment or bonuses. The negative consequence might occur if the customer was disappointed or departed the company. For all employees the direct correlation between customer satisfaction and pay acted as a tremendous motivational tool.

Non-monetary: Monetary rewards are not the only motivational means. Motivation that results through non-monetary tools should not be underestimated. Non-monetary rewards include variety of objects; such as Quality Kids Day, Zero Defects Day, Display of quality awards received, freedom of doing job from employees perspective etc.

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Quality Kids day means the employees have the opportunities to share the quality concept with their children. Zero Defects day refers those days when the company achieves its goals ahead of schedule, the plant close earlier for a barbecue on that that day. These tools have immense influence on motivation.

The display of the Quality awards that the company received from its customers in the cafeteria appeared as an indication of pride for team members. The key advantage of the gratitude was that these awards were an honor to all team members of the organization and acted as tool for enhance the company’s goals and culture. On the other hand in Cadet one can do one’s job as one best sees fit. Employee can be highly motivated if he or she has the control over working environment. Cadet delegated CSRs tremendous autonomy on how best they can serve the customer.

Cadet ensured that the combination and interrelatedness of motivational tools both the monetary and non-monetary tools that were mutually supportive could proceed as a unison rather than conflict. Instead of this well designed compensation package, some compensation objects are left out from the packages those can act as a highly motivational tools; such as time away from work, services and benefits, protection etc.

Cadet view their employee not only as employee but also as a "customer service representative" creates a great satisfaction for the employee

We know that any service-based company has to focus on their quality of service heavily to sustain in a competitive market. And it is obvious that to maintain the quality of service any company need to do some extra thing to its employees to retain the good relationship with the customer. If any company does not maintain good relationship with its employee or employee do not have the satisfaction with the employer than it is impossible to make the employee work well.

Cadet Uniform Service sees their employee not only as an employee like other company does but also as "customer service representative", which is a matter of extra status. This status makes the employee feel more proud, they feel that they are not only the regular employees; they are some thing special of the company. They are bound to feel that they are not only the employees

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of the organization; they are the part of the organization. Without them the company is not complete.

They also can realize from their heart that they are putting their best and adding value to the employee not only they done their job. So in Cadet when they are served their employee as a "customer service representative" then employees not only do their part of job but also extended work that they may not be responsible for that. So to create the satisfaction of the employee or to earn the best work it is essential to make the employee first proud be with the company and make them feel like a part of the company not only employee. Then the employees are bound to work as team member to complete the goal of the company.

Cadet ties compensation almost entirely to measure customer satisfaction

In every company there is compensation program for their employee. Different company has different compensation plan their employee, which is according to their company strategic plan, employee need and also to create employee motivation activities. Generally the service-based companies are totally focused on the quality of service, marinating good relationships with the customer and doing the right job on the right place and in a proper way. So to get the best job from the employee organizations have to plan a compensation plan in such a way that meet both the organization's ability to pay and any governing legal regulations. Cadet mostly emphasize on customer satisfaction.

So, the CSRs payment was directly related with customer satisfaction. Cadet’s focal point was how best they can serve the customer. Though Cadet compensate their employee highly if they can satisfy their customers but this may not act as strong motivational tools for some employees. Employees may feel that the organization is only concerned about customers’ satisfaction rather than employee satisfaction. Because when the employee fails to satisfy their employee it directly affect their salary. Employee may discover their job as a boring one because every day they had to the same job from morning to noon and their duty is to satisfy the customers. The employee may not be satisfied with the organizational hallmark of “customer satisfaction” and they may feel that Cadet give less priority on employee satisfaction.

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Empowering the employees enhances the productivity of Cadet Uniform

Empowering employees means putting employees in charge of what they do. And in so doing managers have to learn how to give up controls and employees have to learn how to take responsibility for their work and make appropriate decision. By empowering employees can take decisions rapidly. They do not need to wait for the higher authority approval. By this employee will be more motivated they will like to do their task more efficiency. When they will feel that higher authority rely on them they will feel more important and that will make them more motivated towards their work.

As Cadet Uniform Service is a fat structured organization and the span of control is huge in this company. The employees, even the middle managers of Cadet do not have much decision-making authority. Rapid decision-making is very vital, where quick response is required to satisfy the customers. Decision making authority will make the employee more dedicated towards his/her work and motivates to increase his/her productivity.

Cadet Uniform Service needs to give each individual the delegation of authority to take necessary decisions about the daily functions of the Cadet. Moreover, the top management of each individual needs to have the authority of taking necessary actions independently to improve the overall condition of the cleaning service. In addition to this, the management can give the lower level employees, who directly deals with customers satisfaction by doing the job, some limited authority to take decision. This limited authority will help the employees solve any problem on the spot and increase customer satisfaction. In a word, more decision-making authority enhances the overall performance of the company.

Cadet gives its employees absolute authority to act as individual entrepreneurs

Traditional managerial control of employee was absent from Cadet as control was given to the employee on how best they can serve their customers. Employee entrepreneurship was a hallmark of Cadet’s corporate philosophy. The idea of employee entrepreneurship was a promise to the reallocation of decision-making power rather than a hollow concept of employee

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“empowerment”. Cadet’s focus on service to the customer reflected the entrepreneurial nature of the CSRs. Cadet’s emphasized on employee entrepreneurship because they believed that employee will feel motivated and will work hard if high level of authority is delegated to them. A CSR’s success or failure was predicted on the complete satisfaction of customers as well as the amount of income he generated on his routes. If a CSR could satisfy his customers or could retain them for a long time he will enjoy extra amount of income. Approximately 60% of a CSR’s pay was based on customer retention levels and another 30% on ratings given by customers. This dependence on customer feedback reflected how an individual entrepreneur succeeds or fails.

This high level of delegation of authority may create some problem because at some point they will lose control over the CSR. They will not be able to monitor or to hold power over the CSR. Though their pay is tied with employee satisfaction, they may engage with some unethical activities besides serving the customers customers-which may effect company’s reputation. On the other hand if an employee gets too much compensation and also the power then it can be misused by the employee, which will damage the company reputation.

Cadet has a view that their recruitment system should involve CSRs so as to be more effective. However, this may involve high costs and cause friction among management and employees

The company Cadet Uniform Service is engaged in an ongoing talent search for more and different professional expertise. To implement their new business strategy of customer focused teamwork striving, to continuously improve the process management skills through fact based decision making, to enhance customer and shareholder value, the company need to recruit more skilled, potential and energetic people. Though, the company does not have any well-designed recruitment procedure to hit upon the right candidates.

Effective recruitment procedure is important to identify or select the potential candidate. Moreover, if there is a structured procedure to select candidates then it also helps to retain that selected employee in future. Recruitment is the process of attracting individuals on a timely basis, in sufficient numbers and with appropriate qualifications and encouraging them to apply for jobs with an organization. Applicants with qualifications most closely related to job specifications may then be selected. Thus, effective recruitment procedure is

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needed to select the right pool of employees to attain its new business strategy.

In Cadet during the hiring process human resource manager or line manger were not the only people who were involved in recruiting process. For hiring CSR, potential CSR candidates are carefully scrutinized by current CSR team members rather than solely relying on the evaluation of a traditional human resource manager or a line manager. The current CSRs team members were responsible for the qualification and essential commitment to service and quality of all potential employees. Cadet adopted this method because they believed Cadet’s current CSRs understood more clearly the level of dedication necessary to maintain the company’s quality and service standards than managers who are less directly involved to the process.

This process may generate frustration between the human resource manager and the line manager. They may feel that they are not getting proper attention and importance in terms of recruiting process and they may feel that they are being avoided. They can be de motivated, which can appear as a serious problem in the organization. On the other hand, Cadet recruits very frequently and provides training and development service to the new employees. This frequent recruiting process may end up by hiring wrong people for a particular job. Because of the frequent hiring process they also had to expend lot money.

Cadet had a large diversified workforce

In Cadet’s workforce there were people from 46 different ethnic groups. Cadet had a large diversified workforce. The values, norms and culture vary from group to group. Each group has its own standards, morals and ethics. Conflicts may arise while working with so many different types of people. Cadet may face each people are from different background and they judge everything from their principles severe difficulty in managing such a large diversified workforce.

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Recommendationhe case introduces Quetin Wahl, the founder and President of Toronto-based Cadet Uniform Services Ltd. Cadet was the third largest uniform cleaning company in the world and occupied a 10% share of the $300

million uniform-cleaning business in Canada. In 1993 Cadet was among the five companies awarded a Certificate of Merit under the federally-sponsored Canadian Awards for Business Excellence. The case studies the basic strengths of Cadet and what made the company one of the leading players in their industry. Cadet is considered the launderer’s launderer. The business was started in Toronto in 1974 by Quentin.

T

The company provided multiple services to its customers; picking up, cleaning, and delivering customer uniforms as well as providing unique inventory control and management services. These services were provided by Customer Service Representatives (CSRs) who, while employees of the company, were given absolute authority to act as individual entrepreneurs.

In the case of Cadet Information Services, we have seen that the company doesn’t have any problem that can push them back. Is has reached its highest pick and the goal has been achieved. The employee satisfaction is highest, the customers are happy, the organization is earning a huge amount of money and every thing is going fine with it. They want to grab their matured stage and definitely will not want to go to a decline stage. Although it has been seen that they don’t have any internal problem that can cause them herm, they should now focus more on retaining the satisfied employees and the contented customers. For that reason all the recommendation should be based on it, which we have been mentioned below.

Over the period of time, the Cadet Information Services has done a tremendous good job and they have managed to become the industry leader. It happened just because it had a pool of dedicated and devoted CSR s whose objective and aim was completely harmonized with the goal of Cadet Uniform System. Now the organization has reached its goal and confirmed its sustainability in the market. For that reason, it doesn’t need plan to grow further; rather it does need plan to keep the growth consistent so that it doesn’t fall. In order to do so, it has to maintain the harmonization of goal between the organization and employees; otherwise it will fall from its great

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position. This is why they could provide such good quality service to their customers and why they had such soaring profits.

1) Quality Control inspection performed by the HR Manager themselves with a feedback loop to the production line:

Total Quality Management (TQM) is a management strategy aimed at embedding awareness of quality in all organizational processes. TQ is a people focused management system that aims at continual increase in customer satisfaction at continually lower real costs. TQM is a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society. Inspection is a simple mean by which the items are sorted. Good items are kept and bad ones are dropped. We can decide to check all the products (total inspection). Using inspectors in can bring drawbacks:

Employees think inspectors are "the enemy"

Employees might feel that inspections do not add any value and they are held accountable for good and bad results to which they contribute but do not completely control. There are external factors that can affect the quality standards. The inspectors might be biased or inspection gives people a chance to cover up or fix mistakes. Therefore, gives inspectors a better picture of the typical state of the inspected object. Total participation- If we want the continuous improvement to take place, we should let the workers do it.

Continuous improvement is a worker's task

The workers are usually more competent than the managers to improve the system. To ensure that this happens it is necessary that goals are clear, challenging and reachable A defined level of quality is needed: one, for other measures and goals to generate an award or, two, for some part of an award based on achievement of other goals to be made available to employees. Quality serves as a "gate" that must be passed to make available part or all of an award generated from other measures and goals.

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2) They should not have exaggerated expectations regarding the potential benefits from a CSR initiative and monitor the actions of CSR regularly

CSRs are people employed by companies to serve as a direct point of contact for customers. In the 24/7 world today companies need to ensure their customers receive an adequate level of service or help with their questions and concerns. Such customers may be individual consumers or other companies each with different needs. Many companies provide customer service via the telephone through call centers. The CSRs interact with customers to provide information in response to inquiries about products or services. They also handle and resolve complaints and communicate with customers through a variety of means.

A proper plan and plot progression is a must for Cadet Uniform services as they want to retain their consistency in their growth. If they don’t have proper progression plan in their mind then they will not be able to keep their constant growth. There are some certain moves that have helped them to achieve their goal and there is also some information that is needed to run the operation, these things should be known to the CSR s in order to behave accordingly. They have already defined their activities and moves that have made them grow so big and successful, now all they have to do it to plan and plot the progression and behave accordingly.

They have to let the employees know about all the information and activities that are necessary for the company to retain their success. If the employees can become able to know those, they will be able to perform accordingly and thus the growth will be consistent. They also have top monitor the new CRS s constantly in order to measure their performance and have to let the CSR s know about the sales and other stuffs of the company. Tin the following way in might go on:

Constant monitoring

As we have stated before, a constant monitoring is must for the retention of the growth of the company. The newly employed CSR s will constantly be monitored the activities, behavior and performance and if there is any lacking, they will e informed and advised by the supervisor.

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Informing the employees and CSR s sales, cost and growth

If the employees don’t know about the growth and the expenses of the company, they will not be able to perform accordingly. In the case it has been mentioned above that Cadet Uniform Services has a bunch of very dedicated and loyal employees. So if the loyal employees don’t get chance to know about the company data, they will not be able to perform accordingly.

FOCUS targeted move

Cadet Uniform service has to focus the targeted move. They have fix their target hitting on which they can get the fastest and easiest success. So, they have to focus on that targeted area and have to move according to that

3) Performance appraisal needs to be more effective as employees must perceive that methods used to appraise employee performance incentives are to be based on performance

Performance assessment should be built in such way so that it can give both the employees and the organization the highest benefit. If the performance appraisal is neat and strong enough to motivate the employees, the employees will have higher motivation to improve their skills and performance. As a result the organization will be benefited as well. It is also important because, measurement of their performance is quite a difficult task mainly due to the natural characteristics of the jobs themselves and often because their job is performed in front of the customers and there is no scope for doing any mistake.

On the other hand, it is somewhat impossible to maintain fair equity between contribution and remuneration if performance cannot be measured accurately. Nonetheless, in some cases, it is often possible to identify the financial value of specific tasks or jobs from the value of the sales made by a representative. Still, it is essential that some form of well designed and well-organized

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technique should be used to accurately measure job performance for such employees.

As the main focus of the newly developed compensation standards are on performance, it is recommended that the performance indices should be tied to customer account based contribution, teamwork capability and timely achievement of given objectives, etc. However, the yardsticks should have relevance and acceptability among the employees. They should also be compatible with the particular job pattern of each of the employees. They also have to be unqualified and identifiable. When the employees will not get a proper performance appraisal, they will not be motivated to work for the company and thus their performance will go further bellow.

So a proper performance assessment is needed to make them feel motivated, the accuracy of the appraisal process regarding his/her performance is vital to which his/her remuneration corresponds. Any unjust measurement of performance or delayed remuneration may cause a CSR s loses his interest in carrying out his job activities on time. So, it is necessary for the employee’s performance appraisal.

4) Achieve and Sustain Internal and External Equity in Compensation Practices because if there is any inequity in the payment, it will cause severe de-motivation to the employees

It is a major thing that each and every organization should understand in a primary basis. Discrepancies existing in any of the sectors, doesn’t really matter whether it is the external or internal discrepancy, it herms the performance of the employees in a greatest way. Is the employee can get a clue that they are not being paid properly or the market salary of his post is more than what is it getting, or some other in the same post of the organization is being paid more, it can cause him severe demotivation. People want exact and fare compensation and if the company fail to provide them with that, it is going to create a mess.

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Discrepancy is of two types, external discrepancy and internal discrepancy. If the employees is getting less than what the other competitors are paying for the same job, then it is external discrepancy, mean while if the employees getting less paid then any of the same position holder in the same organization or if his/her subordinate is getting more payment then that of him/her, it is called internal discrepancy, which exists inside the company.

Both of these discrepancies work too much negatively and can ruin the motivation of the employees to give the company their best of even to improve their skills and efficiencies. Employees feel de-motivated and for that reason their efficiencies get lower. They can’t serve the customers and the customers can get dissatisfied as well, which can affect the profit margin of the company.

Unless exact balance can be reached, grievance among employees might hamper the growth and performance of the company. Therefore, equity must be ensured for how much an employee is being paid against how much s/he is contributing and how much others in the same industry is getting paid for apparently replicable jobs.

Such activities include benchmarking jobs performance, conducting regular salary survey (to measure external equity), conducting timely job evaluation and employee appraisal as well as getting constructive feedback from employees (to measure the level of internal equity) are some of the important activities that should be carried out with utmost care. Maintaining equity in payment for contribution is vital for developing a strong sense of job satisfaction among employees. In order to ensure that both internal and external equities are maintained at the level desired both by the employers and the sales people, sales based organizations should carry out several activities on regular basis.

5) Employees need change, and expects more attractive remuneration

Working under the same old compensation might make them bored some and they might need a change. If they are looking for a change then it is a good way to attract them with an alluring compensation. A bored employee can never give a good service to the customers and thus can make more herm to the company. So if they can manage to have a good compensation package, then it will be lot easy for them to reduce the boredom and work with more dedication and attraction then ever before.

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A singe mistake can make everything ruined in the CSR s duty. As they are interacting directly with the customer, if the customers get the clue that employees are not doing their work properly, they are not going to take the service of Cadet Uniform Service any more. So a single mistake can be disastrous. In order to avoid all this, employees should be more cautious and it is the duty of the organization to make them happy and calm so that they can perform their job well. And to give the opportunity, a good compensation package is a must. If the organization can understand what a good compensation can does to the employees, it can take necessary steps that can help the employees get the proper step to enhance their skills and efficiencies.

The role of compensation is to motivate employees to work up their level to render customer satisfaction. At Cadet Uniform management should help employees inform properly what they will receive in return of their contribution. Because, until or unless the employees are aware of the returns they will receive for their effort, they will not be motivated enough. Therefore it is important to help them learn what the role of compensation is. A huge amount of people is involved in the process of emphasizing in the role of compensation.

There are the HR managers have to appraise employees, they have to monitor and administer the actual tasks regarding compensation. Also, they are responsible for communicating to employees what they will receive in return. Compensation Experts and Consultants, who should be involved in suggesting and aiding the designing the appropriate compensation mix, and financial Analyst as well who have to work to assess the financial viability of the compensation packages to be offered. Providing them with the proper and enriched compensation is the primary tools to get the best out of them, for which Cadet Information Service can give them an enriched and well-developed compensation package, which will help the CSR s to give the organization their best.

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6) Make sure performance based pay does not lead to expectation that pay will continue to escalate

A job received fixed pay, with annual pay increases based on performance and the expectation of lifetime employment. The problem with this system is the expectation that pay will continue to escalate. Indeed, resentment develops when compensation does not increase, at the very least to keep up with the cost of living. So with time, some may be paid too highly when compared to new hires. People who’ve had many years of service tend to get comfortable and overpaid for what they’re doing. And when the company must cut back, they’re the first to go. Serious dissatisfaction can result if the expected bonus is not granted because of a decline in profits or any legitimate reason.

There are two ways to motivate people—the carrot and the stick. Competitions—prizes (carrots) for the winners—tend not to work because only the top few who feel the awards are within reach tend to try harder. Most of the others, recognizing that for them, winning is not possible, simply ignore the competition and continue to plod.

The best form of compensation is performance-based, with measurable objectives. It gives people immediate and meaningful feedback. The easiest targets to quantify are those based on bookings, shipments and profit. But the drawback of the human element, where direct supervisors (the people who do the reviews) with a personal bias shortchange some good people and advance others who may simply be currying favor, must be avoided. Serious dissatisfaction can result if the expected bonus is not granted because of a decline in profits or any legitimate reason.

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7) Accurate, scrupulous and careful market survey should be done so that there can, that can assure cadet uniform system a précised and accurate idea about the U.S. market

As Cadet Uniform Services has done a very good job in their previous operation, it is quite normal for them to have a stable footstep. So it is quite normal for them to do a proper market research before entering in a big market, and if the market is as big the U.S. then it is more preferable. So, it is highly recommended that before entering in the US market, they should do an exact and accurate market research, which will help them get the feedback about their company in a new market.

The market survey will help them in mane regards. Firstly they will be able to know about the behavior and activities of the US market, which is new and unexplored for them. Secondly they will be able to know the want of the customers. They will know what the customers want form them and they will be able to perform according to that. Thirdly, they will be able to know the possibility of their success in the US market. so, it is the best way to get to know all the information and then plan to grab the US market.

US market is quite huge and there are many competitors. So, if they enter in that market without proper and perfect information and planning, they will be cleaned out from the market and will not be able to do a profitable business. So if they enter in the market after doing a perfect and proper market research, it will help them ion their future. It is a very risky move to expand their business and exporting to United States. As the US market so huge and there are many competitors, it will not be that easy for Cadet Uniform Services to grab the market easily.

Additional, it will cost them a huge to expand their business in US. So, as it is cost concern, Cadet Uniform Services should have a rigorous market survey in order to get the information about the U.S. market and also the assume their possibilities to be successful over there. For doing that, a proper market survey is a must for them.

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8) There should be continuous improvement which aims at the customer satisfaction, at the improvement of everybody, improvement of the company’s personnel and of the society

To improve a product/process is not obvious. A methodology is necessary. Here is the one called the quality control step.

a) Select a theme

First, we should determine the problem on which we will concentrate. Examples are: "Decrease the number of late deliveries"; "decrease the miss -forecast"; "decrease orders lost”. Formulating the theme as a weakness helps to state the theme as a problem not as solution.

b) Collect and analyze data

After the theme has been stated, one should not hurry for solutions. The first thing to do is to consider the reality again by collecting data related to the selected theme. Check sheets, histograms, Pareto diagrams and scatter diagrams are all QC tools which help collecting and analyzing the data.

c) Analyze causes

The goal here is to go back to the root cause of the problem. A classical tool for finding the root cause is the cause-and-effect diagram which addresses all types of problem/error sources: man, process, material and environment.

E.g. An improper performance based system, inadequate compensation, CSR not affective etc due to Whatever technique you used to determine the root cause, the systematic nature of the technique is essential. After the theme has been stated, one should not hurry for solutions. The first thing to do is to consider the reality again by collecting data related to the selected theme. Check sheets, histograms, Pareto diagrams and scatter diagrams are all QC tools which help collecting and analyzing the data.

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d) Plan and implement solution

The next step is to find a remedy to the root cause. For our example, one could imagine some training for the mathematics needed for the course.This solution could be tested on a small sample. Other remedies could be tried. The second thing to do is to consider the reality again by collecting data related to the selected theme. Check sheets, histograms, Pareto diagrams.

e) Evaluate effects

Again, before implementing the solution on a large scale, one should check the effect of this remedy in the real life. Only when it shows to be effectiveness, it can be standardized. The first thing to do is to consider the reality again by collecting data related to the selected theme. Check sheets, histograms, Pareto diagrams and scatter diagrams are all Quality Control tools which help collecting and analyzing the data.

f) Standardize the solution

At this point, the improvement is implemented on a regular basis. So, if they enter in that solution without proper and perfect information and planning, they will be cleaned out from the market and will not be able to do a profitable business.

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Implementation

o recommendation is sufficient without implementation. A perfect planning is never of any use if there is no execution. So, implementing the parts that have been recommended is the vital most part of any

given situation. Without the in the implementation part, we can never achieve our goals, so implementation in the important most part to proceed.

NIn this part of our paper, we would like to talk about the implementations that should be done for the recommendation, in order to fulfill the main issue of the case. Here is some of the proper planning that would help the organization to achieve its goal. If the goal is not defined implementations

For any given organization, planning and processing according to the planning is a vital thing to maintain. And planning can never be done if there is no goal. Goal must be followed by perfectly; it will never be possible for the organization to be successful by doing a planning and acting through it. To be successful in the planning part the goal must be defined; otherwise it will never be possible for any given organization to achieve its goal.

Over the period of time, the Cadet Information Services has done a tremendous good job and they have managed to become the industry leader. It happened just because it had a pool of dedicated and devoted CSR s whose objective and aim was completely harmonized with the goal of Cadet Uniform System. Now the organization has reached its goal and confirmed its sustainability in the market. For that reason, it doesn’t need plan to grow further; rather it does need plan to keep the growth consistent so that it doesn’t fall. In order to do so, it has to maintain the harmonization of goal between the organization and employees; otherwise it will fall from its great position.

It is essential to align the compensation with individual goals and organizational goals and values. Moreover Employees must be able to deal with random and rapid technological changes as well as market risks; while at the same, they must make sure that they are working in harmony with the overall organizational strategies as well as with their own expectation out of their jobs.

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EVERY STEP IN THE PICKUP, CLEANING, AND DELIVERY PROCESS IS EXAMINED BY CSR’S

1) Quality Control inspection performed by the HR Manager themselves with a feedback loop to the production line

TQM is a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society. Inspection is a simple mean by which the items are sorted. Inspection gives people a chance to cover up or fix mistakes. Therefore, gives inspectors a better picture of the typical state of the inspected object.

Total participation- If we want the continuous improvement to take place, we should let the workers do it. Total Quality Management centered on quality and based on the participation of everybody which aims at the customer satisfaction and at the improvement of the company's personnel, of the company and of the society. A quality assurance plan is operational but the management, the workers and the customers continuously interact to review / improve this plan.

Concerned and connected people

HR managers: they have to work on setting the performance goals and benchmark standards. On the basis of such standards, they must train the employees how to inspect the product in every stage and make efficient use of it as now the employees will have direct involvement with the product inspection the quality standard will raise as a result.Employees: they must perform their jobs on time so that their job accomplishments are reflected by the earliest possible appraisal session. They will be more motivated to do their work more accurately by following the standard which will enable them to understand the process better.

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Expected Results

Employees will be motivated to perform their jobs on time and will find incentives for performance improvement. As everyone can refer to specific Performance standard employees will be aware of their stand at particular point of time.

THE COMPANY RELIED EXTENSIVELY ON THE CSR’S, THEY ARE THE PEOPLE ON WHOM THE SUCCESS OR FAILURE OF THE COMPANY WAS DEPENDENT. CSR’S PAY WAS DIRECTLY TIED TO THE SATISFACTION LEVEL OF INDIVIDUAL CUSTOMERS.

2) They should not have exaggerated expectations regarding the potential benefits from a CSR initiative and monitor the actions of CSR regularly

The CSRs interact with customers to provide information in response to inquiries about products or services. They also handle and resolve complaints and communicate with customers through a variety of means. A proper plan and plot progression is a must for Cadet Uniform services as they want to retain their consistency in their growth. If they don’t have proper progression plan in their mind then they will not be able to keep their constant growth. There are some certain moves that have helped them to achieve their goal and there is also some information that is needed to run the operation, these things should be known to the CSR s in order to behave accordingly. They have already defined their activities and moves that have made them grow so big and successful, now all they have to do it to plan and plot the progression and behave accordingly. Because CSR’s is the people with whom the customers have direct and face to face contacts. And if the CRS seeks for assistance in front of the customers every time, the customer will loose faith on the company.

The company relied extensively on the CSR’s, they are the people on whom the success or failure of the company was dependent which could be a problem in the future. Because CSR’s is the people with whom the customers have direct and face to face contacts. And if the CRS seeks for assistance in front of the customers every time, the customer will loose faith on the company.

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People with strong interpersonal skills

• Top Management- Constant monitoring-As we have stated before, a constant monitoring is must for the retainment of the growth of the company. The newly employed CSR s will constantly be monitored the activities, behavior and performance and if there is any lacking, they will be informed and advised by the supervisor.

• HR Manager- CSR s will constantly be monitored the activities, behavior and performance by the manager to ensure that they are not biased or not creating conflict in the process.

They don’t have a proper performance appraisal system this would mean that the employees will not feel that the performance based compensation is reliable and they will not be motivated to perform well

3) Proper Performance appraisal needs to be more effective as employees must perceive that methods used to appraise employee performance incentives are to be based on performance

It is important because, measurement of their performance is quite a difficult task mainly due to the natural characteristics of the jobs themselves and often because their job is performed in front of the customers and there is no scope for doing any mistake. On the other hand, it is somewhat impossible to maintain fair equity between contribution and remuneration if performance cannot be measured accurately. Still, it is essential that some form of well designed and well-organized technique should be used to accurately measure job performance for such employees.

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Expected Results

When the employees will not get a proper performance appraisal, they will not be motivated to work for the company and thus their performance will go further bellow. So a proper performance assessment is needed to make them feel motivated, the accuracy of the appraisal process regarding his/her performance is vital to which his/her remuneration corresponds. Any unjust measurement of performance or delayed remuneration may cause a CSR s lose his interest in carrying out his job activities on time. So, it is necessary for the employee’s performance appraisal.

ANY INTERNAL OR EXTERNAL DISCREPANCY OR INCONGRUITY IN THE COMPENSATION PACKAGE IN THE COMPANY CAN MAKE THE EMPLOYEE LESS ENTHUSIASTIC TO GIVE THE BEST TO THE COMPANY.

4) Achieve and Sustain Internal and External Equity in Compensation Practices because if there is any inequity in the payment, it will cause severe de-motivation to the employees

Discrepancies existing in any of the sectors, doesn’t really matter whether it is the external or internal discrepancy, it herms the performance of the employees in a greatest way. Is the employee can get a clue that they are not being paid properly or the market salary of his post is more than what is it getting, or some other in the same post of the organization is being paid more, it can cause him severe demotivation. People want exact and fare compensation and if the company fail to provide them with that, it is going to create a mess.

From the case we have come to know that the culture of the company Cadet Uniform Service is very favorable and the employees are very loyal to the business. The employees get the full empowerment form the supervisor and they are allowed to take any kind of decision and as the employees are also very loyal and dedicated towards the company, they never abuse their power of empowerment in any occasion. That’s how the environment of Cadet Uniform Service is very favorable and has a much enriched culture.

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Level of employees for motivation

Top Management: they must make sure that the pay is fair and the employees view it as fair and equitable.

HR managers: they have to work on setting the performance goals and benchmark standards. They must give feedback to top management regarding the issue and monitor if employees are satisfied with the pay or not.

Expected Results

Maintaining equity in payment for contribution is vital for developing a strong sense of job satisfaction among employees. In order to ensure that both internal and external equities are maintained at the level desired both by the employers and the sales people, sales based organizations should carry out several activities on regular basis.

WORKING IN THE SAME COMPENSATION FOR A LONG TIME CAN MAKE THE EMPLOYEES FEEL DE-MOTIVATED AND MIGHT NOT INFLUENCE THE EMPLOYEE TO GIVE THEIR BEST TO THE ORGANIZATION. THERE SHOULD BE SOME CHANGE IN THE MONETARY AND NON-MONETARY AWARD.

5) Employees need change, and expect more attractive remuneration, they should be given chance to participate in designing the compensation package

Working under the same old compensation might make them bored some and they might need a change. If they are looking for a change then it is a good way to attract them with an alluring compensation. A bored employee can never give a good service to the customers and thus can make more herm to the company. So if they can manage to have a good compensation package, then it will be lot easy for them to reduce the boredom and work with more dedication and attraction then ever before.

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The role of compensation is to motivate employees to work up their level to render customer satisfaction. At Cadet Uniform management should help employees inform properly what they will receive in return of their contribution. Because, until or unless the employees are aware of the returns they will receive for their effort, they will not be motivated enough. Therefore it is important to help them learn what the role of compensation is. A huge amount of people is involved in the process of emphasizing in the role of compensation.

Not only monetary payment but also employee benefit plans should be provided for the employees. That will help motivate them for improving their performances. A complete mix of both financial reward and benefit plan must be offered to fulfill all aspects of employee satisfaction. New and improved non monetary reward should be provided.

Who will implement

HR Managers: They must come forward to design and implement a better compensation package. The benefits provided should be improved and new and better benefits required motivating employees. They should evaluate jobs and find out the better compensation package.

Employees: They can provide information to HR mangers regarding their wants and needs. They should also participate in designing a compensation package.

Expected Results

Providing them with the proper and enriched compensation is the primary tools to get the best out of them, for which Cadet Information Service can give them an enriched and well-developed compensation package, which will help the CSR s to give the organization their best. The employees will be more satisfied as the compensation package is not altered according their own preferences.

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INDEED, RESENTMENT DEVELOPS WHEN COMPENSATION DOES NOT INCREASE, AT THE VERY LEAST TO KEEP UP WITH THE COST OF LIVING.

6) Make sure performance based pay does not lead to expectation that pay will continue to escalate

People who’ve had many years of service tend to get comfortable and overpaid for what they’re doing. And when the company must cut back, they’re the first to go. Serious dissatisfaction can result if the expected bonus is not granted because of a decline in profits or any legitimate reason. The best form of compensation is performance-based, with measurable objectives. It gives people immediate and meaningful feedback. There's the old cliché, "I've paid my dues". Companies tend to drift along with an old culture, replete with out-of-date processes not compatible with today’s reality. Serious dissatisfaction can result if the expected bonus is not granted because of a decline in profits or any legitimate reason.

Concerned and connected people

Top Management: They will have to design the compensation in an appropriate manner so that the employees understand that their bonuses and other benefits will not be paid or paid less when company is going through a crisis. They should prepare employees to face the downturn when the company faces it.

Employees: They will need to co-operate with the company and understand that they belong to the company and as profits of the company fluctuate so will their compensation.

Expected Results

Performance pay gives people immediate and meaningful feedback. But, there’s always the human element. Direct supervisors (the people who do the reviews) may have a personal bias which short-changes some good people and advances others who may simply be currying favor. Thus preparing them for uncertainties will be highly beneficial in the short and long term. Incentive should include broader results to encourage everyone’s involvement in the success of every part of the enterprise.

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WHILE ENTERING IN SUCH A HUGE MARKET LIKE UNITED STATES OF AMERICA THEY NEED TO KEEP IN MIND THAT IT IS A VERY RISKY MOVE TO EXPAND THEIR BUSINESS AND EXPORTING TO UNITED STATES. AS THE US MARKET IS SO HUGE AND THERE ARE MANY COMPETITORS SO THEY NEED TO GO THROUGH RIGOROUS MARKET SURVEY, OR ELSE THEY MIGHT NOT BECOME ABLE TO GRAB THE MARKET.

7) Accurate, scrupulous and careful market survey should be done so that there can, that can assure cadet uniform system a précised and accurate idea about the U.S. market

The market survey will help them in mane regards. Firstly they will be able to know about the behavior and activities of the US market, which is new and unexplored for them. Secondly they will be able to know the want of the customers. It is a very risky move to expand their business and exporting to United States. As the US market so huge and there are many competitors, it will not be that easy for Cadet Uniform Services to grab the market easily. Additional, it will cost them a huge to expand their business in US. So, as it is cost concern, Cadet Uniform Services should have a rigorous market survey in order to get the information about the U.S. market and also the assume their possibilities to be successful over there. For doing that, a proper market survey is a must for them.

They will know what the customers want form them and they will be able to perform according to that. Also they will be able to know the possibility of their success in the US market. So, it is the best way to get to know all the information and then plan to grab the US market.

Who will implement

Top Management: In order to have a coherent approach to move into a new and broad market, the initiative and the control should come from the top management. It insures you will get the product the marketing claims is selling. Practically, the management is required to define a policy and objectives (i.e. a strategy in terms)

Employees: The employees will be of more skill and as they will be more efficient while doing their job and that’s how they will bring business to the company.

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“THE SERVICE QUALITY PROCESS IS THE SINGLE MOST CRITICAL COMPONENT FOR OUR CONTINUOUS IMPROVEMENT.”

8) There should be continuous Process improvement which aims at the customer satisfaction, at the improvement of everybody, improvement of the company’s personnel and of the society

There is a growing interest in theory and in practice with regard to the relationship between human resource management [HRM] and total quality management [TQM] as well as the relationship between these two perspectives and business performances. Empirical research suggests significant effects of HRM/TQM on the performances of an organization It integrates with the business plan of the organization and can positively influence customer satisfaction and market share growth.

CPI means making things better. Its goal is NOT to blame people for problems or failures...it is simply a way of looking at how we can do our work better. When we take a problem solving approach, we often never get to the root causes because our main goal is to put out the fire. But when we engage in process improvement, we seek to learn what causes things to happen and then use this knowledge.

People who’ve had many years of service tend to get comfortable and overpaid for what they’re doing. And when the company must cut back, they’re the first to go. Serious dissatisfaction can result if the expected bonus is not granted because of a decline in profits or any legitimate reason. The best form of compensation is performance-based, with measurable objectives. It gives people immediate and meaningful feedback. There's the old cliché, "I've paid my dues". New people tend to follow the "culture", and problems arise when old cultures don’t adapt to new business environments.

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Expected Results

Quality is a never ending quest and Continuous Process Improvement (CPI) is a never ending effort to discover and eliminate the main causes of problems. It accomplishes this by using small-steps improvements, rather than implementing one huge improvement. This will enable them to make huge improvements.

Other benefits may also help Cadet Uniform to reach its peak and to become the ‘launderers of launderer’

FLEXI TIME

Employees in such positions like the CSR s in Cadet Uniform Services can be offered with flexi time benefits. However, they should be present in work for a core time period on workdays. This will help employees to schedule their interpersonal involvements during off times.

On the other hand, if more people are present in workplace at the same time, more utilities and resource are used by idle employees, which may involve huge utilities expense without bringing in any significant return. Therefore, sorting their active times in more organized manner can help cut cost on such expenses on the part of the employers.

COMPENSATORY TIME OFF AND BONUS LEAVES

Employees may be rewarded with compensatory time off and bonus leaves while at a particular time when their job is not required by the firm. Thus, compensatory time off, which should be non paid or nominally paid, will help sales rep perceive that their employers hold a high level of empathy for them, which, in turn, will motivate them to a great extent.

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DISTRIBUTION OF WORKLOAD THROUGH TASK SHARING

These can be another technique to accommodate employees with less supporting resources and at a lower cost. These arrangements will mostly work on the concept of part time job. Jobs having less interdependent nature and not requiring unique personal or professional attention, some works can be divided into smaller identical tasks and can be performed by different persons. These provisions will even encourage some workers to work as part time workers as support staff. This provision will attract competent employees who prefer flexibility in job arrangement, who otherwise would not join full time sales jobs.

EMPHASIZE ON COMMISSIONS AT PROGRESSIVE RATES

To compensate for reduction in basic salary and increment, and at the same time, to encourage enhancement and timeliness of performance, such payment provisions for payment should be introduced that will become due upon achievement of assigned goals. However, it must be ensured that this payment method is applied upon those who are given specific objectives to attain or a sales account to acquire from time to time within short periods. Again, the progressive rate will be effective in the sense that, for the completion of first few sales the commission will be at one rate, and for a number of next few sales, the commission rate can be made higher. This will stimulate sales reps to achieve higher successful sales rate. However, such ‘success’ can be subject to customer satisfaction as well. The customer satisfaction in some cases can be measured by repeat purchase of goods or service made by same customer from the same sales rep. The progressive rate, for some salable goods, can be applied on such repeat purchase within reasonable time period.

Thus Cadet Uniform can achieve its goal if they implement the recommendations properly and effectively.

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No Appendix Available

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Documents

Cadet Service Old Format