Before diving into the problems at Burger Boy, it should first be explained what behaviors employers care about. Employers want employees to perform in ways that lead to better organizational performance. Organizational strategy is the guiding force that determines what kinds of employee behaviors are needed. The Burger Boy's organizational strategy should lead the corporate goals which in turn would lead the department or team's goals and then lead an individual employee's goals.
As mentioned in the book, Compensation by Milkovich, behavior is determined by motivation, ability, and environment. All three area's must be looked at in order to get the desired behavior from the employee. In the case, some employees had the ability but not the motivation, while others had the opposite, and everyone seemed to be working in a poor environment. Lucy from the case for insistence, had the ability and was labeled as one of the best sandwich assemblers at Burger Boy, but she didn't have the motivation, and didn't become a manager. While Marge had the motivation to work (or could be given more) because she needed to provide for her family, but did not have the ability to work at the Drive-thru window and do fries.
Ability, should be a responsibly of the managers to...