Case 1.1: Drexler’s World Famous Bar-B-Que
Drexler’s World Famous Bar-B-Que is a family owned restaurant located in an area of Houston, Texas in an economically disadvantaged neighborhood. The restaurant started up in the late 1940s by a great uncle of James Drexler who currently owns the business along with his mother. James started working at the restaurant when he was 12-years old learning the business as well as the secrets of the old family recipes. Throughout its history, the restaurant has been through a couple name changes but now operates as Drexler’s World Famous Bar-B-Que and continues to be a “family affair.” The business has strong underlying values and continues to be successful as patronage increases, yet the Drexlers never really considered moving from their original location. They did however, close the restaurant in 1994 to expand and remodel, doubling business when they reopened. Mrs. Scott, head of the family and James’ mother, influences the values and culture of the organization along with her honesty, hard work, and treating people fairly. She is always moving through the restaurant inquiring about individual needs. The restaurant also gives back to the community through sponsorships for softball and Boy Scouts. While they are successful and business seems to be growing every year, their hours of operation do not seem to be too flexible or adaptable as they close at 6:00 p.m. and are closed on Sundays and Mondays. 1. What roles do values play in how Drexler’s Bar-B-Que interacts with its neighbors and customers?

Values play a major role in how this restaurant interacts with its customers. It begins by the role Mrs. Scott plays. She seems to be very attentive when it comes to the customers by constantly providing excellent service to individual needs with a smile, and her treating everyone fairly and with respect. Customers are the business and it is crucial to uphold these values of honesty and hard work to maintain customer retention as well as bring in new ones. Another way values are a part of these interaction is how they give back to the community through sponsorships. Many people appreciate the involvement and it also opens the opportunity to gain new customers.

2. Is Drexler’s and effective organization? Why?

Drexler’s is an effective organization for one main reason - customer satisfaction. Through their family values and quality service, they have been able to increase business every year. The decision to close for six months to rebuild was important to make, but it was a positive move resulting in business doubling. One factor that I see holding the restaurant back is the operational hours. They would receive a lot more business staying open a couple hours longer in the evening and perhaps open for half a day on one of the days they are closed.

3. Apply the systems model to illustrate how Drexler’s Bar-B-Que operates within its environment.

There may be a couple different ways to apply the systems theory here but I will start with the inputs to the business being the family values along with goods that are used to produce the food. Their values and secret recipes along with these goods are processed to form the output which is their quality tasting bar-b-que. Customers purchase the food and parts of the earnings are pumped back into the environment through sponsorships which can ultimately acquire more customers.