Blog #7

 We spent a lot of this week shadowing our mentor, Amber Hamilton. Amber is the general manager for the South Euclid location and she oversees all of the managerial duties for this bakery. She is also quite responsible for the marketing aspect of the bakery and she helps out wherever it is necessary. While she takes many business calls and is meetings with corporate, she also helps out with the baking, frosting, and crafting. While Amber is currently the South Euclid manager, she is soon going to be promoted to a higher position where she will be overseeing multiple Nothing Bundt Cake locations in the Cleveland area. As a result, she has been conducting interviews for potential candidates that would be replacing her for the Nothing Bundt Cakes South Euclid location. She also has a role in looking over employee applications and hiring possible candidates. It was actually really interesting because she was telling us about an employee application from a Hawken student that she had! One of our major focuses this week was the GEM report. Basically, the GEM report is a satisfaction report filled out by customers. I believe that the highest score possible is 100. The survey is randomly assigned to customers. When each customer purchases a bundt cake, they receive a receipt. On their receipt, some customers randomly receive a link to a survey where they are able to answer questions about how they felt about their order and the customer service that they received. After, a qualitative analysis is conducted, the program converts it into a quantitative data set as the bakery receives a score report with breakdowns of how they are doing in different areas. This then allows them to see what they need to improve and promote the success of the bakery. 

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