Customer Experience to be Affected If Employees Not Involved In Decision Making
It is better for managers to
involve employees in decision making process, according to Katie Bach, Managing
Director at the Good Jobs Institute quoted in MIT Sloan Website.
Bach who was the director of global strategy at Starbucks recounts a crisis the company faced when it launched Mobile Order and Pay for its customers. This made walk-in customers to stay in queues not knowing how long it will take for the employees to take their order.
The company eventually added a tablet-based order management system for workers and adjusted pick-up counters to help manage mobile orders. Earlier this month CEO Kevin Johnson announced the development of a special “express” store in New York City dedicated solely to handling pick-up orders. Bach said there’s huge potential when it comes to deploying new technology amid workers, but that also means leaders have to re-do the workflow and processes.