Managing for Quality and Performance Excellence 10th Edition by James Evans ,William Lindsay

Exercise 29

Carla works at a typical quick service restaurant (QSR). She is never involved in any problem-solving activities because the system dictates they must defer to managers when problems arise. In addition, she has never been asked to provide any input at the store level of the organization. Her manager tells her what to do and micro-manages her work. Daily information, schedules, and work methods changes (e.g., when new
menu items are introduced) are posted on notes in a break room bulletin board. Carla isn't very happy in her job and is thinking of quitting to find something else. She has seen about half of her coworkers quit in the last year.
High attrition rates in the QSR industry may be attributed to low levels of employee engagement within the organization. How does high turnover impact product quality and customer service in the QSR industry, as well as the costs to the organization?