"No exceptions. No excuses." That is Franco's Pizza's motto. Every customer gets a Franco's pizza on time and as it was ordered - no exceptions, no excuses. Ronnie delivers Franco's pizza and is known in the area around Franco's for his reckless driving. "I have to get the pizza to the customers on time." If the pizza is not on time, Ronnie has to pay for it out of his tip money. When Franco is told about Ronnie's driving by the owner of a pet store nearby he responds, "Sorry. That is not who Franco's is. We work hard, but we would never put others at risk." Which of the following is correct about Franco's?
A) Franco is not responsible for Ronnie's driving because he never instructed him to do that.
B) Franco's culture is a good one for performance and customer satisfaction.
C) Franco's mantra has countermanded its culture.
D) All of the above

Question

Quizplus · Accepted Answer

Franco's mantra of "No exceptions. No excuses" for on-time delivery has inadvertently encouraged risky behavior, like Ronnie's reckless driving, which contradicts the stated commitment to not putting others at risk, indicating a conflict between the company's stated values and its culture.

"No Exceptions