Launching Five New Dunkin’ Donuts Locations in the Midwest
Introduction
In 1948, William Rosenberg launched his original doughnut shop known as the "Open Kettle" in Quincy, Massachusetts (Poole, 2017). In 1950, after watching his hungry customers “dunk” their doughnuts in a cup of coffee, Rosenberg rechristened the name of the shop to “Dunkin’ Donuts,” and the rest, as they say, is history. The popularity of the first Dunkin’ Donuts shop convinced Rosenberg that his business model was viable elsewhere and he sold the first franchise in 1955 and in 1960, he helped found the International Franchising Association (Poole, 2017). Since that time, Dunkin’ Donuts (hereinafter alternatively “the company”) has transformed into a multinational corporation in 1970 when it opened its first location in Japan and in 2000, the 50th anniversary year of the company’s founding, Dunkin’ Donuts had more than 5,000 locations worldwide (Poole, 2017) and the company continues to lead the industry in innovative products and marketing methods (McGinn, 2009). In 2011, the parent company of Dunkin’ Donuts, Dunkin Brands, was acquired by Bain Capital, The Carlyle Group and Thomas H. Lee Partners and now trades under the very appropriate NASDAQ stock symbol DNKN (Poole, 2017).
The company’s success to date can be attributed in large part to the informed and progressive manner in which it approaches its franchising operations, an outcome that is due to Dunkin’ Donuts’ lengthy experiences with this organizational design and the comprehensive job analyses of the positions that are required to staff franchise locations. In my capacity as the new district manager, this business report describes the job design strategy that will be used to staff five new franchise locations for the company in the Midwestern United States over the next 2 years, followed by a description of the company’s organizational design and supporting rationale, and the recruiting...
Finally, a description of the training and performance appraisals that will be used in the new franchise locations is followed by a summary of the research and important findings concerning how to maximize the opportunities for success for these five new franchise locations in the conclusion.
Job Design
Job analysis:
Because the five new locations will be opened in stages over the course of the next 2 years, the initial locations can draw on existing job descriptions for the positions required to operate a Dunkin’ Donuts franchise as discussed below.
Job description:
The company maintains a centralized human resource platform within its main Web site that provides standard job descriptions for each of the positions required to operate a conventional franchise which are set forth in Table 1 below.
Table 1
Job descriptions and starting salaries for franchise manager, crew members and cashier
Position
Job description
Manager
A Dunkin’ Donuts manager carries responsibility for all aspects of store operations. Key areas of responsibility include labor management, daily operations, and customer care. Labor management duties include hiring and training associates, creating work schedules, delegating work, and evaluating employee performance. To regulate daily operations, managers file paperwork, analyze weekly sales numbers, order supplies, and perform opening or closing duties. Customer care duties include greeting customers, providing prompt and helpful services, and handling customer complaints in a professional manager. Managers must ensure employees provide except customer care, as well (Manager job description, 2018).
Crew member
Dunkin’ Donuts crew members perform a multitude of tasks. Crew members may perform food production duties or serve customers at the cash register. Dunkin’ Donuts crew members must also ensure…
