Tim Horton organizational behavior report PDF

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Summary

Company background history, general organizational behavior, SWOT analysis, employees treatment, glassdoor reviews...

Description

OB Midterm Research

Yara Hosam Youssef 19107554 Organizational Behavior Dr. Sarah Yassin Dr. Sheriff

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Table of Contents Tim Horton’s background and a brief history ............................................................................................... 3 Tim Horton’s vision and mission ................................................................................................................... 4 Tim Horton’s culture, structure, and leadership .......................................................................................... 4 Tim Horton's training plan, reward's plan and succession planning ……………………………………………………..5,6 Tim Horton's diversity and globalization ……………………………………………..……………………………………………….7,8 Tim Horton’s reviews……………………………………………………………………………………………………………………………………….…9,10,11 Tim Horton's news articles…………………………………………………………………………………………………………………………………………………..11 Work related attitudes implemented to maintain employees’ job satisfaction and job commitment………………………………………………………………………………………………………………………………………….12 Tim Horton annual reports…………………………………………………………………………………………………………………………………………..13, 14 Presentation wrap-up paragraph…………………………………………………………………………………………………………………………………………..….14 References……………………………………………………………………………………………………………………………………………15

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Tim Horton’s background and a brief history Tim Horton’s is originally a Canadian multinational fast-food chain, headquartered in Ontario, Canada. Tim Horton’s major specialty products include premium coffee, hot chocolates, sandwiches, specialty teas, soups, donuts, and baked goods. Tim Horton’s was founded in the year 1964, by a well-known ice hockey player called Tim Horton’s and his partner Jim Charade. In 1967, Horton’s partnered up with Ron Joyce an investor, who then later took over the company’s operations after Tim Horton’s passed away in the year 1974. (Wikepedia, Tim Horton) Joyce then diversified the fast-food chain and transformed it into a multi-billion dollar franchise. By December 31st of 2018, Tim Horton’s had a total of 4,846 restaurants in 14 different countries around the globe from Asia to Latin America, and from Europe to the Middle East. These countries include; USA, China, UAE, KSA, Thailand, UK, Mexico, Kuwait, Spain, Amman, Bahrain, and the Philippines. Currently, there are a total of 5,000 branches of Tim Horton’s around the world. (Flytrippers) Tim Horton’s vision and mission

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Tim Horton’s mission statement says: “to deliver superior quality products and services for our guests and communities through leadership, innovation, and partnerships.” Tim Horton’s vision statement says: “to be the fastest-growing global restaurant brand with the best people proudly serving Canada's favorite coffee while making a true difference in our communities.” (Tim Hortons mission) (About Tim Hortons vision)

Tim Horton’s mission and vision in my own words: Tim Horton’s main goals are to deliver high-quality products and services all through leadership, partnerships, innovation, and creativity. Tim Horton is always aiming towards being the quality leader in everything they do and serve. Hence their slogan which says: “Always fresh”. (everything what) The slogan is a very simple and articulate phrase, which customers can associate Tim Horton’s products with.

Tim Horton’s culture, structure, and leadership In any corporation, the organizational culture reflects the pre-determined policies that the employees are expected to abide by and follow to keep the peace and order within the organization. These policies are set with the aim to provide guidance and a sense of direction for the employees. Tim Horton’s vision statement is short and sweet, as stated above. It doesn’t consist of long dialogs, it is kept brief and to the point so that stakeholders and the public are able to comprehend it easily. It effectively delivers the

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essence of its business strategy, future goals, and plans. (essay48, Tim Horton organizational culture) The organizational culture of Tim Horton’s ensures that its employees share one common purpose and a similar set of values that align with the company’s broader organizational purpose. It is very crucial for Tim Horton’s employees to be well educated about the dynamic of Tim Horton’s organizational culture for a set of reasons. Employees are able to relate more thoroughly with the company’s work culture, and it may help Tim Horton’s in identifying possible gaps between actual and desired work culture. Tim Horton’s has a very unique leadership philosophy. Tim Horton’s believes that every employee working at Tim Horton’s is unique and possesses their very, own outstanding capabilities. In other words, they disregard the belief that one size fits all, and that not all employees have the same skills and think in the same way. Tim Horton’s uses this matter of fact to their advantage, by closely analyzing each employee and figuring out what their strongest/weakest skills are and then assigning the employees tasks and duties according to these findings. This strategy helps the company maximize the work product of everyone in the work place/team. (Tim Horton sustainability) Tim Horton’s is flexible with their employees; they provide guidance to their employees, and then watch how they carry out their work from a distance. After a while of observation, the employee’s are given feedback on their work and then they adjust and improve accordingly.

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Tim Horton’s training plan, reward’s plan and succession planning

Tim’s training overview: Training and development of employee work skills and ethics is an extremely crucial aspect for all organizations due to the high influence it has on overall performance. That’s why Tim Horton’s highly prioritizes the training of its employees, from its shop workers to its senior managers. Tim Horton’s carries out an effective training program that implements the company’s goals, values, vision, mission, and roles in the attempt to target a superior work environment.

employee training: Tim Horton’s training program is focused on supporting their unique and award winning culture to forge ahead the business through constructing and maintaining these three main goals; capability, performance and consistency. The training works around teaching its employees how to speak and treat customers, how to improve their time management skills, how to stay consistent with their work efforts and quality and lastly how to gladly stay committed to their job timings and duties.

Corporate employees training: Tim Horton’s offers a set of different programs that cater different work skills.

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Building business acumen: Tim Horton’s offers team based learning focused on Tim Horton’s business model where employees run a mock-up company and experience what it’s like to deal with investors.

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Leadership development retreat: This retreat gathers all senior leaders from all around the organization to focus on business planning, leadership skills and effective team development.

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Lean apprentice program: This program provides a consistent improvement philosophy to achieve operational excellence, by achieving improvement in costs elimination, and improvement of quality. (bradsheri)

Tim Horton’s succession planning

Tim Horton’s has an entire team of talented, highly experienced and capable group of employees whose job is to conduct internal and external analysis of their current and potential employees in the work place and work force. After that they then make recruitment plans that support the establishment of strategic growth plans and initiatives. These plans are specifically created to exploit market opportunities. For instance, on May 26, 2011 the company conducted an internal and external search for a new CEO, which is more capable of handling the job. (the latest news)

Company’s approach diversity

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Tim Horton’s encourages and offer a friendly and respectful workplace and environment to all its employees. It is strictly against any sort of discrimination or insolence amongst its employees. Tim Horton’s welcomes all employees from all races, religions and nationalities. In fact it really fortifies diversity in the work place, and believes that diversity helps foster a great environment for growth and development among its employees and workers.

Corporately, Tim’s has also chosen to focus their diversity efforts in three main sectors; gender, cultural and generational diversity.

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Gender diversity: Tim Horton’s acknowledges how women are under appreciated in the industry and thrive to change that.

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Cultural diversity: Tim Horton’s foster raises awareness of cultural diversity by providing its corporate and restaurant employees cultural diversity educational resources and modules via the internet for easy access.

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Generational Diversity: Tim Horton’s recognizes the benefits that lie in generational diversity and are committed to support their leaders and employees in the ongoing process of learning. (bradsheri)

Tim Horton’s globalization

Tim Horton has shown consistency in staying as one of the top ten most worthy fast food restaurant chains. Since 2018, Tim Horton’s has been in the top seven fast food

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chains across the globe, according to rank surveys. Moreover, Tim Horton’s has been repeatedly the only Canadian fast-food company on the list of the top 10 fast-food brands, behind Starbucks, McDonalds and Subway which ranked the highest three.

(strategyonline)

Tim Horton’s employee reviews

Tim Horton’s reviews from both customers and working/former employees were both positive and negative. Review 1 from a former Tim Horton’s baker: ‘’ I worked at Tim Horton’s part-time for more than 3 years’’ Pros ’’Great first job, for high school students. They had flexible hours and the work is not too strenuous. Simple tasks to complete, and free doughnuts. Cons ’’Pay is not the best. It is fine as a side job in high school/college, but not as a career (unless you own one/manages one).’’ Review 2 from a current employee: Side note: This employee had more of a negative than positive work experience. “I have been working at Tim Horton’s part-time for more than a year”. Pros “There were a handful of pleasant co-workers. Hours were flexible”. Cons

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“Employees were over worked and under paid. They rarely give you a raise and when they do it's no more than a few cents extra.” Review 3 from customer service representative: “I worked at Tim Horton’s part-time”. Pros “Fun place to work and fast paced environment” Cons “Minimum wage and less free hours” (glassdoor) Employee reviews analysis According to the above review findings, it seems that the pros of working at Tim Horton’s would mostly be that it’s a fun and engaging place to work, the working hours are flexible so that’s suitable for part time students who want to make some extra cash. However, working there seems to have a downside of underpayment of salaries/wages. Customer experience reviews

Review 1 from customer “Tim Horton’s has great food and best… Tim Horton’s has great food and best customer service by girl name Tammy who works in New Westminster. She is amazing and always helpful. This is the reason why I always go to this location because I always feel welcomed Thanks Tammy for your hard work”. -Mila Jezdic Review 2 from customer

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“Went today to the Tim Horton’s on John counter and Montreal street ordered six orders half of it was missing after multiple different times of missing stuff”. – John Review 3 from customer “A whole new level of coffee! It's a bit overpriced but that's the trend with most coffee shops now I guess. I still love Tim Horton’s and will certainly come back.” (sitejabber) (trustpilot) Customer reviews analysis Relative to the above reviews, it has been concluded that the positive experience of purchasing from Tim Horton’s would be that their coffee and food seems to be outstanding. The employees serving are also super friendly. However, due to Tim Horton’s fast paced environment, there is more room for incomplete and unorganized orders.

Articles regarding Tim Horton

On May18, 2020, Tim Horton’s announced to provide up to $40 million to support its employees that were affected by the pandemic in any way. The company paid the employees that have contracted covid-19 or who are isolating. Tim Horton’s paid the employees for their supposed working hours for 14 days from the day of contraction. The $40 million was split in an equal ratio of 50-50 among the 1,500 Tim restaurant owners. (hrreporter)

On October 21, 2020, Tim Horton’s announced to end usage of double cupping and replace them with coffee sleeves. The motive behind this step is to eliminate

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the wastage of hundreds of thousands of cups from landfills every single year. The cup sleeves will be used automatically with any hot drinks ordered. (globalnews)

Work related attitudes implemented to maintain employee satisfaction and commitment Tim Horton’s does everything in their capabilities to ensure that its employees are satisfied and glad to be working at the company. One of the most important efforts that Tim Horton’s does to maintain employee satisfaction and loyalty is offering valuable and functional benefits to its employees. The comprehensive benefits package includes; medical, health care benefits, dental care, life insurance for employee and family, pension/RRSP plan, fitness assistance, uniform allowance, paid vacation days, and prescription medication. In the work place, Tim Horton’s offers its employees long enough break hours where they are provided with food/beverage free of charge from Tim Horton. Tim Horton’s puts utmost effort in enduring that the work environment is peaceful, sanitary, and civil. As stated previously, Tim Horton’s is a strong advocate for maintaining diversity in the work place and is against any sort of discrimination. This helps employees feel safe during their work hours. Tim Horton’s employees are treated in a respectful manner; this guarantees that they give this respect back through their work ethic. The employees are given duties according to their strengths and weaknesses and this helps alleviate pressure, and provides space for the employees to work on what they are truly good at. In the case that an

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employee is lacking in certain skills, then a training workshop is provided to help the employee/employees improve and master their work. This gives a good boost of confidence to the employee and as a consequence, working more effectively and efficiently. (timhortons) Tim Horton’s annual revenue and sales 2015-2019

Tim Horton’s revenue rate has been steadily increasing from 2015 to 2019. Tim Horton’s generated most of its revenue from sales.

(macleans)

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Presentation Paragraph

My midterm project is a research regarding Tim Horton’s which a globally recognized fast-food restaurant chain. Tim Horton’s is originally a Canadian multinational fast-food chain, headquartered in Ontario, Canada. Tim Horton’s major specialty products include premium coffee, hot chocolates, sandwiches, specialty teas, soups, donuts, and baked goods. Tim Horton’s main goals are to deliver high-quality products and services all through leadership, partnerships, innovation, and creativity. Tim Horton is always aiming towards being the quality leader in everything they do and serve. The organizational culture of Tim Horton’s ensures that its employees share one common purpose and a similar set of values that align with the company’s broader organizational purpose. Tim Horton’s has a very unique leadership philosophy. Tim Horton’s believes that every employee working at Tim Horton’s is unique and possesses their very, own outstanding capabilities. Tim Horton’s encourages and offer a friendly

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and respectful workplace and environment to all its employees. It is strictly against any sort of discrimination or insolence amongst its employees. In terms of globalization, since 2018, Tim Horton’s has been in the top seven fast food chains across the globe, according to rank surveys. According to employee reviews, it seems that the pros of working at Tim Horton’s would mostly be that it’s a fun and engaging place to work, the working hours are flexible so that’s suitable for part time students who want to make some extra cash. However, working there seems to have a downside of underpayment of salaries/wages. According to customers, it has been concluded that the positive experience of purchasing from Tim Horton’s would be that their coffee and food seems to be outstanding. The employees serving are also super friendl y. However, due to Tim Horton’s fast paced environment, there is more room for incomplete and unorganized orders.

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Bibliography (n.d.). Retrieved from About Tim Hortons vision: https://ca.indeed.com/cmp/TimHortons/about#:~:text=Vision,true%20difference%20in%20our%20communities. (n.d.). Retrieved from the latest news: https://fesmag.com/topics/the-latest-news/5535-tim-hortonslaunches-leadership-succession-plan bradsheri. (n.d.). Retrieved from http://bradsherri.com/2012%20%20online%20SR%20report/individuals_employees_initiatives.html essay48, Tim Horton organizational culture. (n.d.). Retrieved from https://www.essay48.com/case/28822-TIM-HORTONS-INC-Organizational-Culture everything what. (n.d.). Retrieved from https://everythingwhat.com/what-is-tim-hortonseverything what. (n.d.). Retrieved from https://everythingwhat.com/what-is-tim-hortonsmotto#:~:text=The%20slogan%20used%20by%20Tim,%E2%80%9D%20Top%203%20Competitor s%3A%201. Flytrippers. (n.d.). Retrieved from https://flytrippers.com/map-countries-tim-hortons/ glassdoor. (n.d.). Retrieved from https://www.glassdoor.com/Reviews/Tim-Hortons-Customer-ServiceRepresentative-Reviews-EI_IE15227.0,11_KO12,43.htm globalnews. (n.d.). Retrieved from https://globalnews.ca/news/7409911/tim-hortons-double-cuppingcoffee-sleeves/ hrreporter. (n.d.). Retrieved from https://www.hrreporter.com/focus-areas/compensation-andbenefits/tim-hortons-to-compensate-workers-affected-by-covid-19/327642 macleans. (n.d.). Retrieved from https://www.macleans.ca/economy/business/tim-hortons-thebrazilian-coffee-chain-that-wants-to-be-canadian-again/ sitejabber. (n.d.). Retrieved from https://www.sitejabber.com/reviews/timhortons.com strategyonline. (n.d.). Retrieved from https://strategyonline.ca/2018/05/29/tim-hortons-holds-steadyas-one-of-the-top-global-food-chains/ Tim Horton sustainability. (n.d.). Retrieved from http://bradsherri.com/2012%20%20online%20SR%20report/individuals_employees_initiatives.html

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Tim Hortons mission. (n.d.). Retrieved from https://ca.indeed.com/cmp/TimHortons/about#:~:text=Vision,true%20difference%20in%20our%20communities. timhortons. (n.d.). Retrieved from https://www.timhortons.ca/distribution-opportunities trustpilot. (n.d.). Retrieved from https://www.trustpilot.com/review/timhortons.com Wikepedia, Tim Horton. (n.d.). Retrieved from https://en.wikipedia.org/wiki/Tim_Hortons

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