University of Southern Philippines Foundation

College of Accountancy
Salinas Drive, Lahug, Cebu City

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Human Behavior in Organization
Learning About Job Design

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Submitted by:
Shirliz Jane Benitez
Roman Anton Barrera
John Lupe Estonilo
Realyn Kris Saberon

Submitted to:
Mr. Michael Angelo M. Abarcar, CPA

Learning About Job Design

Overview of the Job
A food server, traditionally called a waiter or waitress in a full-service restaurant, typically takes
orders for food and beverages from customers and then serves them the requested items.
A food server job description can also entail both preparing and serving food at various other types
of venues. Some examples might include fast food restaurants, cafes, and hotels. A food servers
pay may be a combination of an hourly wage and tips from customers, with tips often comprising the
majority of his or her earnings.
Servers might offer menus and describe the restaurants specialty dishes, answering any specific
questions a customer might ask. They take food and beverage orders, relaying them to the kitchen
staff. After serving the prepared foods, they might follow up with the customers to ensure a pleasant
dining experience. Servers frequently clear dishes from the table, as well. They normally present the
customers with their bills and often process their payments.
Many restaurant food servers work in demanding and sometimes stressful environments. They are
nearly always standing, and often have to carry food trays and other heavy items, requiring some
degree of physical strength and coordination. In busy restaurants, servers may be responsible for
several tables full of patrons, and they must either write everything down or remember specific
customer requests.

1. Using the scale values, assign scores on each core job dimension used in the job
characteristics theory to the food service job.
Job Characteristics

Rating

Skill Variety

3. 33

Task Identity

4.67

Task Significance

Autonomy

1.67

Feedback

MPS = (Skill variety + Task identity + Task Significance) x Autonomy x Feedback

3

MPS = (3.33 + 4.67 + 5) x 1.67 x 5

3
= 36.18
2. Discuss how you might reasonably enrich the job.
In a restaurant, for example, a food servers basic duties usually begin with
greeting customers as they arrive or as they are seated at tables. In this kind of
service, the food server can provide the service such as greeting the customers in
his own way.
Create teams among the different division in the food service job. This is job
enrichment at the group level. Set a goal for a team, and make team members
free to determine work assignments, schedules, rest breaks, evaluation
parameters, and the like. With this method, the food servers will gain leadership
and management skills.

Let them perform their tasks in handling and serving customers in their own style
and way. Performing their task in their own way will let them communicate with
the customers with ease. Allowing the food servers to build customer
relationships is an excellent way to increase autonomy, task identity, and
feedback. This may also serve as a way to customer loyalty.
Let them have the option of serving a certain customer from greeting to cleaning
their left-overs. This gives the food server the chance in serving a certain
customer from the start to finish. Thus, this increases feedback and task identity.
New Rated Job Characteristics

Job Characteristics

Rating

Skill Variety

3. 33

Task Identity

5.67

Task Significance

Autonomy

3.67

Feedback

Calculating the New MPS:

MPS = (3.33 + 5.67 + 5) x 3.67 x 5
3
= 85.63

These modifications in the job is necessary is necessary for the employee to be

motivated in serving the customers. These ways give people the opportunity to use a variety of
skills, and perform different kinds of work. Job enrichment provides many opportunities for
people's development. You'll give them lots of opportunity to participate in how their work gets
done, and they'll most-likely enjoy an increased sense of personal responsibility for their tasks.
To do this, find out where people are dissatisfied with their current work assignments. There's
little point to enriching jobs and changing the work environment if you're enriching the wrong
jobs and making the wrong changes. Like any motivation initiative, determine what your people
want before you begin. Job enrichment is a fundamental part of attracting, motivating, and
retaining talented people, particularly where work is repetitive or boring. To do it well, you
need a great match between the way your jobs are designed and the skills and interests of the
employees working for you.