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  • Amy's Ice Cream

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    Siddharth Sainath
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    The document discusses the culture at Amy's Ice Cream and how to select new employees. It describes Amy's culture as non-mainstream, service-oriented, creative, and customer-centric. It says Amy's seeks employees who enjoy their work, are creative, work well in teams, and are lively and enthusiastic. It provides examples of abstract questions, situational questions, and a role-playing scenario that could be used in Amy's selection process to evaluate candidates on these attributes.

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    case study

    Original Title

    Amy’s Ice Cream

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    The document discusses the culture at Amy's Ice Cream and how to select new employees. It describes Amy's culture as non-mainstream, service-oriented, creative, and customer-centric. It says Amy's seeks employees who enjoy their work, are creative, work well in teams, and are lively and enthusiastic. It provides examples of abstract questions, situational questions, and a role-playing scenario that could be used in Amy's selection process to evaluate candidates on these attributes.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    2K views10 pages

    Amy's Ice Cream

    Uploaded by

    Siddharth Sainath
    The document discusses the culture at Amy's Ice Cream and how to select new employees. It describes Amy's culture as non-mainstream, service-oriented, creative, and customer-centric. It says Amy's seeks employees who enjoy their work, are creative, work well in teams, and are lively and enthusiastic. It provides examples of abstract questions, situational questions, and a role-playing scenario that could be used in Amy's selection process to evaluate candidates on these attributes.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    of 10

    Submitted by:

    Sumit Verma
    2011C34
    Case Questions
    1. Describe the service organization culture at Amys Ice
    Cream.
    2. What are the personality attribute of the employees who
    are sought by Amys Ice Cream?
    3. Design a personnel selection procedure for Amys Ice
    Cream using abstract questioning, a situational vignette,
    and/or role playing.

    Culture
    Schwartz and Davis (1981) - Culture is a pattern
    of beliefs and expectations shared by the
    organizations members.
    Mintzberg (1989) - Culture is the traditions and
    beliefs of an organization that distinguish it from
    others.
    Hoy and Miskel (1991) - Culture is shared
    orientations that hold the unit together and give a
    distinctive identity.
    Service Organization Culture at Amys
    Non main stream environment
    Service is the differentiator
    Feel good occupation
    Creativity to the core
    Freedom-oriented
    Customer centric
    Lively environment
    Personality Attributes of Employees
    Do not want a real job
    Enjoying what they were doing
    Creativity
    Strong sense of teamwork and camaraderie
    Good at expressions
    Lively and enthusiastic
    Selection (Abstract Questions)
    What was your most rewarding past experience and
    why?
    What are you looking for in your next job?
    What have you done in the past to irritate a customer?
    What flavor of ice cream best describes your
    personality?
    Which animal would you like to be associated with
    and why?

    Selection (Situational Vignette)
    A particular customer has the irritating habit of
    always showing up about two minutes before closing
    and staying late. Often this occurs on the night when
    weekly store meeting are held after closing time. This
    delays starting the meeting and furthermore
    employees are on the clock waiting for the customer to
    leave. What would you do?
    Selection (Situational Vignette)
    As a new employee at a busy store, you have been
    routinely performing clean-up tasks (garbage removal
    and restroom cleaning). Company policy dictates that
    these are tasks to be shared. It has become clear that
    two employees consistently avoid these jobs in favor of
    more pleasant duties.
    How would you handle this situation?

    Selection (Role Playing)
    Asking the candidate to act as the Store Incharge and
    the panel will act as a customer who is in no mood of
    buying the ice cream and just teasing the staff.
    THANK YOU

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