case study management & leadership
The Delphi technique is based on multiple, anonymous inputs from individual members of the group. Ideas and suggestions are recorded by a central manager and then recirculated to other members for their feedback. The central manager collates the responses and continues the circulation process again until consensus is reached.
Although a time-consuming process the Delphi technique helps to overcome the limitations of face-to-face brainstorming and symptoms of groupthink.
1. Introduction:-
This report aim to produce analysis on Eric and Kipsy case study as well as evaluate the problems which faced Eric “the new manager” and Kipsy “the clerk”, this paper will explain the nature of the problems also will identify the possible causes of the main problem from my point of view and find solutions and recommendations to the difficulties they have experienced within the organization.
2. Problems:-
2.1 To begin with identifying some of the problems occurred in the case study
• Salesmen- clients unsatisfied
• Falling sales- poor quality of information
• High absenteeism
• High staff turnover
• Lack of communication
• New manager- Eric- organising
• Over qualified- Kipsy- recognition
2.2 Unsatisfied customers:-
Clients were unsatisfied with the service as they always reserved on hold for long time moreover customers were promised to get their items on a specific date at a specific time, all you hear from customers afterwards is just complains that the material had not been delivered and the price was different from that quoted.
This was a real dilemma while salesmen called the clerks and they are responsible for this as they didn’t give the correct information to them therefore customers left unsatisfied.
2.3 Absenteeism:-
Absenteeism, this is becoming a major problem for the Eric and the business to deal with, due to the fact that 15% to 20% of the clerks were unlikely to show up for work on any given day-especially Monday and Friday.
When people start
Although a time-consuming process the Delphi technique helps to overcome the limitations of face-to-face brainstorming and symptoms of groupthink.
1. Introduction:-
This report aim to produce analysis on Eric and Kipsy case study as well as evaluate the problems which faced Eric “the new manager” and Kipsy “the clerk”, this paper will explain the nature of the problems also will identify the possible causes of the main problem from my point of view and find solutions and recommendations to the difficulties they have experienced within the organization.
2. Problems:-
2.1 To begin with identifying some of the problems occurred in the case study
• Salesmen- clients unsatisfied
• Falling sales- poor quality of information
• High absenteeism
• High staff turnover
• Lack of communication
• New manager- Eric- organising
• Over qualified- Kipsy- recognition
2.2 Unsatisfied customers:-
Clients were unsatisfied with the service as they always reserved on hold for long time moreover customers were promised to get their items on a specific date at a specific time, all you hear from customers afterwards is just complains that the material had not been delivered and the price was different from that quoted.
This was a real dilemma while salesmen called the clerks and they are responsible for this as they didn’t give the correct information to them therefore customers left unsatisfied.
2.3 Absenteeism:-
Absenteeism, this is becoming a major problem for the Eric and the business to deal with, due to the fact that 15% to 20% of the clerks were unlikely to show up for work on any given day-especially Monday and Friday.
When people start
References: Rosenfeld, R. & Wilson, D. (1999) Managing Organizations, second edition, McGraw-Hill Publishing Company. Huczynski, A. & Buchanan, D. (2001) Organizational Behaviour an Introductory Text, fifth. Edition, Prentice Hall.FT Brooks. I. (2003) organisational behaviour- individuals groups & organisation. Second edition, Prentice Hall.FT Martin. J. (2005) Organizational behaviour and management, third edition, Thomson learning London. James R. Lindner. (June “1998”Volume “36” Number “3”) journal of extension web page. www.joe.org Full link: http://www.joe.org/joe/1998june/rb3.html Unknown author. (1995). Faculty of Information Studies, University of Toronto) Web page: http://choo.fis.utoronto.ca Full link: http://choo.fis.utoronto.ca/FIS/Courses/LIS1230/LIS1230sharma/motive1.html Unknown author. Web page: http://www.opm.gov Full link: http://www.opm.gov/perform/articles/2001/spr01-3.asp