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Navigating HR Complexity During Organizational Scaling: A Case Study from the Indian QSR Sector
Mrinal Raj, Arayana Roy, and Mamta Singh
Chandragupt Institute of Management Patna, Bihar, India
Volume 18: 2025, pp. 147-152; ABSTRACT
This case study explores the challenges of managing human resources during rapid
organizational scaling through the story of Vishal, an Assistant Manager at Quick Bites. Despite
having the right credentials, Vishal resigned within a month of employment due to rigid HR policies
and a lack of empathetic leadership. The case highlights the interplay between organizational
expansion goals and employee expectations, emphasizing the consequences of misalignment. It also
presents the perspective of Ruby, a pressured HR professional tasked with navigating policy
constraints and complying with operational urgency. The study offers rich insights into the
importance of psychological contracts, leadership empathy, and retention-focused HR strategies.
This case study is a fictionalized scenario developed for academic discussion and teaching purposes.
Any resemblance to real organizations or individuals is purely coincidental.
Keywords: employee attrition, HR policy, servant leadership, psychological contract, QSR
industry, organizational empathy.
