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f services to customers in order to developing and sustaining productive customer relationships
What type of people with whom the jobholder comes in contact?

All employees
Customers
What types of problems does the job holder deal with?

Complaints of customers
Machine problem
Inventory issues
What skills does the job holder need in order to perform this job?

Strong interpersonal skills
Well-developed oral and written communication skills
Teamwork skills - positively anticipate in team work
Cash-handling skills
Learn quickly- be able to learn how to make new products
Multitask
Assist and collaborate with other staff
Preform detailed work quickly and safely
Prepare various types of coffee and hot beverages
Ability to remain calm under pressure, in a busy atmosphere
What knowledge does the job holder need i n order to perform the job?

Strong interpersonal skills
Knowledge of food hygiene
Knowledge of safe cash handling techniques
Knowledge of how to operate espresso machine
Understanding the coffee production process
Knowledge of customer and personal services
What attributes are needed to be a barista?

Positive and fun
Have passion
Enjoy working in a people oriented
Patience and friendly with customers
Communicate with customers with sincere attitude

Recommendations for BUs at MCB who have implemented FWA as well as CBS BU who has not

实施FWA涉及大量的变化对员工如何规划自己的工作，相互沟通交流。它还包括改变工作模式，管理风格和文化。因此，CBS不需要考虑变更管理流程。在变革期间，在做出最后决定之前可能会有谣言流传.。为了维持生产力，项目经理需要确保员工关注他们当前的情况，而不必担心或猜测未来会发生什么.。因此建议通知所有员工的BU，有谣言流传，没有决定关于FWA已经没有。这可以通过一个会议。这将有助于识别利益和未预料到的问题。

Recommendation 建议
The purpose of this chapter is to provide recommendation for BUs at MCB who have already implemented FWA as well as the CBS BU who has not yet implemented FWA.

Align FWA with the business strategy
According to Thomson (2008) FWA is considered to be a major contributor to business success. It is a tool that allows organizations to get better value for money from their employees. Hence the BU can consider aligning FWA with the business strategy and get HR on board to drive the implementation of FWA.

Initiate a change management process
Implementation of FWA involves a substantial change on how employees plan their work, interact and communicate with each other. It also includes a change in work pattern, management style and culture. Hence the CBS BU needs to consider a change management process. During the period of change, there might be rumors circulating before the final decision is taken. In order to maintain productivity, the BU manager needs to ensure that employees focus on their current situation without fearing or speculating about what the future holds. Therefore it is recommended to inform all the employees of the BU that there are rumors being circulated and no decisions regarding FWA have been taken yet. This can be done through a BU meeting. Furthermore a pilot test is recommended before actually rolling out FWA in the entire BU (Burt et al, 2010). This will help to identify benefits and unanticipated problems.

Establish a supportive organizational culture
Based upon the survey, it was found that the successful impl