When Carol Teinchek and Bruce Marshall first started Sundown Bakery, the business was fairly simple. Carol ran the shop up front, while Bruce ran the bakery and ordered supplies. When the business began to grow, Carol hired two part-time clerks to help out in the shop. Marina had moved to the country 2 years ago from El Salvador, and Kim was a newly arrived Korean who was working his way through college. Bruce hired Maurice, a French Canadian, as an assistant. The ovens were soon running 24 hours a day, supervised by Maurice, who was now master baker, and two assistants on each of three shifts. Marina and Kim supervised the shop, since Carol was usually too busy managing general sales distribution to spend much time with customers. Bruce still spent
3 or 4 hours a day in the bakery whenever he could get out of his office, but he spent most of that time coordinating production and solving problems with
Maurice.
Within the next year, Sundown expanded from its original location, adding two new shops as well as two kiosks in local malls. Carol and Bruce hired a new operations manager, Hans Mikelson, who had formerly been regional manager of a national chain of coffee shops. Mikelson had plenty of new ideas about how to operate an expanding business: He had a Web site created, added an extensive range of drinks and meal items to the menu, and instituted two dress codes—one for all counter help and another for kitchen employees. He also put together an employee manual to save time orienting new employees. All of these changes were announced by memos from Mikelson, which were distributed to employees by the store managers. The expanding size of Sundown led to a change in the company. The family feeling that was strong when Sundown was a small operation was less noticeable. The new employees barely knew