Delicieux Organizational Profile Alicia Donaldson, Diane Shutt, Olu Fayinto, Sabine Kornhaber October 24, 2011 University of Phoenix MGT 216 Paul Nesbitt

Delicieux Organizational Profile Delicieux (deh-lee-sye(r) is indubitably the most unique little restaurant serving the tastiest “fast food” in Paris (Speakado, 2007). This relatively small 2200 square foot American owned and supported restaurant is on the ground floor of the majestic Hotel Montpellier (figure 1 right). The beautiful River Bass and the historic La’boeuf Shopping Centre showcasing either side of Delicieux is definitely a location and exposure plus. Averaging more than 40 million satisfied customers in its first two years is a clear statement that the French expansion project was a complete success. Most clearly, the success of Delicieux is accredited to its customers, its stakeholders, the collaborative work of two very different countries, and its exceptionally unique features. This profile identifies considerations before, during, and after the Delicieux expansion project. Additionally, this profile will examine important factors such as ethical practices, legalities of working in a foreign country, and procedures that facilitate decision-making. Management believes making decisions concerning such valuable assets as employees, community ties, quality products, and customer service should be approached with honesty, integrity, and social responsibility. Delicieux is a business and has no opinion; the opinions and decisions expressed in this paper are those of the Delicieux stakeholders. Although this organization is most assuredly concerned with the bottom-line of making a profit; customer relations hold top priority. The mission and vision of Delicieux is to serve its customers with the best! The best means providing exceptional service, quality, value, and purity so that every customer is a happy and satisfied return customer. The Delicieux mission is attainable because management, employees, and the organization that each represent, act according to the highest ethical and moral standards listed in the Delicieux value statement. Operating a business in another country can be very challenging because ethical behavior often lies in a "grey zone." Delicieux operates on the following fundamentals. Delicieux believes in giving priority to customers * This organization exist because of its customers; therefore the goal is to provide nutritional food at a superior value while providing excellent service in a clean and family oriented environment. Delicieux believes in dedication to the employee family * Our belief is that loyal individuals from diverse cultures, working collaboratively in a team environment promotes respect, fairness, integrity, and honesty. Delicieux believes balance is crucial * Shareholders and stakeholders are fundamental, and the balance of interests among them is vital to success. Delicieux believes sound ethics is good business * We uphold the highest standards of respect, fairness, honesty, and integrity. Delicieux believes in social responsibility * Community involvement is imperative. We give back to the customers by facilitating and supporting community activities and projects in an effort to help make it a better place. Delicieux believes in nurturing its business advantageously * We work to provide continued, cost-effective growth for our shareholders. This requires our customers and the wellbeing of our organization to be our focal point. Delicieux believes in advancement * We anticipate and react to changing customer, employee, and organizational needs through constant development and improvement. Delicieux believes in a living values system * Supported by every level of management by both word and example An extraordinary feature making Delicieux attractive, convenient, and successful is its three method service system. For example, customers in a rush to shop may take advantage of the self-serve option. This service is self explanatory; customers simply select the prepackaged food of their choice, and proceed to a check out. Another convenient feature of Delicieux is free delivery; providing the delivery destination is within a 10-mile radius of the restaurant and the order totals 19 Euros (each Euro is equivalent to $1.37) or more (Currency Converter, 2011). The alternative to grab and go or delivery is the most preferred; a small and unique sit down dining room. Customers who choose to dine in receive complimentary bread, wine, and cheese while awaiting their order. Delicieux employs renowned French chefs recognized for their culinary triumphs; creating fresh and new dishes everyday to ensure the customers dining experience is unforgettable. Because of dedication to its customers and the surrounding community, Delicieux is an honorary member of the French Restaurant Operators Association (FROA). The FROA is a department of the French government established for the purpose of monitoring public health and regulating products intended for human consumption; similar to the FDA in the United States (French Embassy, 2008). Delicieux caters to diverse appetites by offering a host of traditional native foods and also many American dishes. Also available to customers is a variety of freshly baked French bread or pastries for that special dinner or office gathering for a relatively low price. Figure 2 is an example of a beautifully arranged tray of pastries that cost 15Euros (approximately $20) (Currency Converter, 2011). Other delicacies include Crepes, Chouquettes, Soup de Poisson, and Escargot. Translating those dishes respectively are thin pancakes with fruit and cream, hollow tasty balls of pastry topped with large sugar crystals, fish soup, and snails with a butter and garlic sauce. Then there is Cognac; liquor made of fermented grapes as shown in figure 3 to the right. The French are avid wine drinkers, and frequently have alcoholic beverages at business meetings. Customer feedback is paramount to any business, and by customer request, and the law of supply and demand, the Delicieux hours of operation are 11 a.m. to midnight seven days a week. Customers can place orders and make reservations by visiting the Delicieux website at www.delicieuxrestaurant.com, or by phone. Naturally, walk-ins are always welcome. Payment options include Visa, MasterCard, Discover, and as always, we accept cash. Delicieux is an equal opportunity employer. Race, religion, color, sex, or age is not a basis for employment. Delicieux does however adhere to laws regarding the hire of minors (individuals under the age of 18). Knowledge, experience, and trainability are the major requirements of employment. Additionally, Delicieux is a drug-free (zero tolerance) working environment and applicants must submit to a criminal background check and drug test. The Delicieux employee represents the company and at all times and must conduct him or herself in an orderly manner. Disrespecting customers or acting in contrast to company values are grounds for immediate termination. Discrimination, harassment, insubordination, poor personal hygiene and tardiness are a few infractions, if left uncorrected will demand disciplinary action and possibly termination. Prior to expansion, management in charge of the Delicieux project diligently researched French culture and values to ensure a proper fit into the current organization. An ethical or legal issue that may arise with incorporating a new business into a different culture was the focus of this research. The results of that research revealed many oddities about the French culture (Rochefort, 2011). * The French regulate individual conduct and judge the conduct of others by means of scholarly principles. * The French are anti-communautarism; they do not integrate or mingle with society. * The French forbid the collection of data relative to race, religion, or sexual orientation. * The French are extremely adamant about privacy. For example, a manager can face prosecution for reading an employee’s e-mail labeled “confidential.” The French do not combine their business and private life and what may appear normal in American corporate life the French view as an insufferable infringement on one’s privacy. * The French value authority and the entire French society operate on a Top-Down model. * Ultimately, the French value égalité (equality). Liberty, equality, and fraternity is the national motto of France. The initial research revealed much negativity in the French culture; however, a very wise executive decision, based on the logic and intelligence of the French, brought life to the Delicieux project. Making a huge decision such as expansion of a business operation to another country certainly could entail a variety of legal and ethical issues. The goal is to relocate keeping intact a sound reputation and a strong set of values while complying with the rules and regulations of the receiving country. Again, Delicieux is proof that success can be attained in a physical transition and a cultural transition. Delicieux stakeholders include consumers, employees, the shareholders, and the community; each with an influence and an interest in the business. Business transactions of this magnitude most always produce concerns of one type or another for one or more stakeholders. Those concerns are inevitable and often difficult to expel. The primary concern of some Delicieux stakeholders was the ability of the business to accommodate the demands of the French. Paris is an expensive city, and the price of food, distribution, taxes, and other resources were excessive in comparison to the United States. To compensate the price increase, some shareholders suggests buying cheaper wholesale goods. Purchasing substandard goods to lower cost is an ethical issue in this country; but many were concerned about how the French would view that decision. Additionally, another concern was the contrast in the minimum wage level and the value of the Euro in comparison to the dollar. Considering these differences, some employees may expect a lower wage and expecting extra benefits (Hurley, 2007). The United States often faces this legal and ethical dilemma, therefore, such expectations are quite understandable. Another issue for investigation was the effect on the American workforce. Statistics reveal the change in the American workforce, after the expansion, remained unchanged. Stakeholders in Delicieux receive regularly (quarterly) updated financial reports and detailed (monthly) monitoring reports. The primary purpose of these reports is to keep management and other stakeholders abreast of the business health. Main areas to monitor * Customer satisfaction * Food quality * Employment involvement/progress * Order turn-around * Dress code * Store health In the event the monitoring indicates a need for change or improvement, management takes appropriate action. It is understood that profit is essential; however, profit begins with a healthy business. Delicieux is a positive asset to its birthing organization. The well written and effectively instituted policies are adequate in covering most situations. Delicieux is a family oriented restaurant where one can find a good hearty meal and outstanding customer service. Viewing the success of Delicieux, the achievements, involvements, and improvements in such a short time is most positive. This company is definitely a positive role model. Of course, not every expansion is as successful; however, when stakeholders support, encourage, and promote such an endeavor there is no recourse but to succeed.

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