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Case 1.1: Drexler’s World Famous Bar-B-Que

Summary

One constant thing in Texas is the people’s love for Texas-style barbecue.   There are many barbecue establishments in the Houston area alone; some of these are large chain restaurants competing with small neighborhood businesses. Drexler’s World famous Bar-B-Que is located in an area of Houston called the Third Ward, an economically disadvantaged neighborhood not far from downtown.   It has been in the area since the late 1940s.   It was a small establishment around 1500 square feet but relocated to a 13,000 square feet located in 2003. It features traditional fare and healthier menu items.

Drexler’s is a classical family run business with strong underlying values. ‘It is in the neighborhood and is of the neighborhood’. The current head of the family, Mrs. Scott, influences the culture of the organization, and the values underpinning it.   Her values of honest, hard work and treating people fairly with respect and her strong faith in God are obvious when you step in the restaurant. The menu has remained the same for many years, and the restaurant is always closed at 6:00pm and on Sundays and Mondays: thus giving the appearance that it, Drexler’s, is not very flexible or adaptable. The family gives back to the surrounding African-American community by sponsoring softball team and local Boy Scout troop.

Drexler’s has developed a successful catering business. Business has improved every year and has grown to the point where more space was required. The business was closed for six months to facilitate the expansion and modernization of the building in 1994. Business doubled upon reopening.

Role of Values

Values play a tremendous role with a business’ neighbors and customers. Consumers tend to look at the total value, and in the case of Drexler’s, the customers receive excellent care. Mrs. Scott constantly is checking with customers to make sure they are receiving superb service. Customers want organizations to be...