The purpose of this exercise is to explore what job performance means for a server in a restaurant..

The purpose of this exercise is to explore what job
performance means for a server in a restaurant. This exercise uses groups of
participants, so your instructor will either assign you to a group or ask you
to create your own group. The exercise has the following steps:

a. Conduct a job analysis for a restaurant server. Begin by
drawing a circle like the one below. Use that circle to summarize the major job
dimensions of a restaurant server. For example, one job dimension might be
“Taking Orders.” Divide the circle up with four additional job dimensions. Now
get more specific by listing
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The purpose of this exercise is to explore what job
performance means for a server in a restaurant. This exercise uses groups of
participants, so your instructor will either assign you to a group or ask you
to create your own group. The exercise has the following steps:

a. Conduct a job analysis for a restaurant server. Begin by
drawing a circle like the one below. Use that circle to summarize the major job
dimensions of a restaurant server. For example, one job dimension might be
“Taking Orders.” Divide the circle up with four additional job dimensions. Now
get more specific by listing two behaviors per job dimension. For example, two
behaviors within the “Taking Orders” dimension might be “Describing the Menu”
and “Making Recommendations.” At the end of Step 1, you should have a list of
eight specific behaviors that summarize the tasks involved in being a
restaurant server. Write your group’s behaviors down on the board or on a
transparency, leaving some space for some additional behaviors down the line

b. Take a look at the resulting list. Did you come up with
any behaviors that would be described as “citizenship behaviors”? If you didn’t
include any in your list, does that mean that citizenship behavior isn’t
important in a restaurant setting? If your group includes someone who has
worked as a server, ask him or her to describe the importance of citizenship
behavior. Come up with two especially important citizenship behaviors and add
those to your list.

c. Take another look at your list. Did you come up with any
behaviors that would be described as “counterproductive behaviors”? If you
didn’t include any, does that mean that counterproductive behavior isn’t an
important concern in a restaurant setting? If your group includes someone who
has worked as a server, ask him or her to describe the potential costs of
counterproductive behavior. Come up with two costly counterproductive behaviors
and add (the avoidance of) them to your list.

d. Class discussion (whether in groups or as a class) should
center on how a restaurant owner or manager might use the resulting list to
evaluate the performance of restaurant servers. How could this list be used to
assess server performance? Would such an approach be valuable? Why or why not?