leadership case study
Leadership Analysis
August 31, 2013
The rent a car industry is a very fast paced environment, specifically provides cars and airport transportation to over 250 travelers per day. The day of the week and the time of the day dictate the flow of customers. It can be painfully slow early in the morning, however between 10 AM and 1 PM 70% of the daily business happens. With this been consitent, the team struggles on a daily bases during pick hours. The attempt of the following analysis is to identify the leadership styles at pick times, and find where the areas of opportunity for the team are.
The leadership team is form by the general manager, with over 40 years of experience in the industry, senior operation’s manager, with over 20 years in the business, a shift manager and two supervisors. During the pick times, the general manager, oversees the entire operation, including vehicle availability and maintenance. The senior operation’s manager is the team leader for the customer contact points, rental counter, return counter and exit gates. The supervisor is the team leader for the service station and the cars movement in the facility. The operation counts during pick times with 5 to 6 front line sales associates, 4 customer service team members and 6 service agents in charge of cleaning the cars and move them.
The senior shift manager is who is clearly in charge of the customer’s experience; by leading the rental team and customer service team. Customers come to the location by company provided shuttle busses; bus loads are drop off at the rental counter, where rental agents will assist with the necessary paper work to rent a vehicle. Rental agents will decide what car goes to each customer. The customer service team will assist the customer with directions where the car is located, where to return the car and inspect the car to ensure it is to the customer’s standard.
During the “rush” of the day, there are bus
August 31, 2013
The rent a car industry is a very fast paced environment, specifically provides cars and airport transportation to over 250 travelers per day. The day of the week and the time of the day dictate the flow of customers. It can be painfully slow early in the morning, however between 10 AM and 1 PM 70% of the daily business happens. With this been consitent, the team struggles on a daily bases during pick hours. The attempt of the following analysis is to identify the leadership styles at pick times, and find where the areas of opportunity for the team are.
The leadership team is form by the general manager, with over 40 years of experience in the industry, senior operation’s manager, with over 20 years in the business, a shift manager and two supervisors. During the pick times, the general manager, oversees the entire operation, including vehicle availability and maintenance. The senior operation’s manager is the team leader for the customer contact points, rental counter, return counter and exit gates. The supervisor is the team leader for the service station and the cars movement in the facility. The operation counts during pick times with 5 to 6 front line sales associates, 4 customer service team members and 6 service agents in charge of cleaning the cars and move them.
The senior shift manager is who is clearly in charge of the customer’s experience; by leading the rental team and customer service team. Customers come to the location by company provided shuttle busses; bus loads are drop off at the rental counter, where rental agents will assist with the necessary paper work to rent a vehicle. Rental agents will decide what car goes to each customer. The customer service team will assist the customer with directions where the car is located, where to return the car and inspect the car to ensure it is to the customer’s standard.
During the “rush” of the day, there are bus
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