Narrative Report
A case study on OD interventions for improving organizational productivity By
Ritwik Mishra ritwik.mishra@tatacommunications.com Global – Organizational Development
Tata Communications Ltd.
VSB, Bangla Sahib Road
New Delhi 110001.
1. Company Information
Smile N Dance is a shopping and night time entertainment complex opened in the late l970's by Mr. Dan
Smile, father of the current president and CEO Dana Smile. Dan had envisioned a simple, clean family place where people would come to unwind, relax, and have fun. Mr. Smile considered his employees and customers as part of his family and at times would personally go out of his way in ensuring their satisfaction. Smile N
Dance has carried this image since its inception. The complex has been extremely popular and profitable from its opening day till early 2000's.
Dana took over from her father to run the family business in 1998. She has tried to maintain the image her father had created. However competition from fancy shopping complexes and ritzier night clubs has lowered the profits and the number of visitors to the complex. Dana would like to introduce changes that will bring back the support Smile N Dance enjoyed in it's hey days.
Smile N Dance has around 100 employees. About 80% of the staff interacts with the customers and work part time. Around 20 employees work in the back office on finance, marketing and corporate services. Turnover rate is high in the industry especially in employees who work part time, however Mr. Smile through his personal efforts had been able to keep the turnover rate below industry standards. Mr. Smile had ensured that all staff including part time employees had access to benefits like health care, child care, flex work schedules and career development plans to ensure their loyalty and hard work.
One of the options that Dana is executing is re-launching the business. Dana has entrusted this project to the
COO, Amy Dance (daughter of co-founder Mr. Sam
Ritwik Mishra ritwik.mishra@tatacommunications.com Global – Organizational Development
Tata Communications Ltd.
VSB, Bangla Sahib Road
New Delhi 110001.
1. Company Information
Smile N Dance is a shopping and night time entertainment complex opened in the late l970's by Mr. Dan
Smile, father of the current president and CEO Dana Smile. Dan had envisioned a simple, clean family place where people would come to unwind, relax, and have fun. Mr. Smile considered his employees and customers as part of his family and at times would personally go out of his way in ensuring their satisfaction. Smile N
Dance has carried this image since its inception. The complex has been extremely popular and profitable from its opening day till early 2000's.
Dana took over from her father to run the family business in 1998. She has tried to maintain the image her father had created. However competition from fancy shopping complexes and ritzier night clubs has lowered the profits and the number of visitors to the complex. Dana would like to introduce changes that will bring back the support Smile N Dance enjoyed in it's hey days.
Smile N Dance has around 100 employees. About 80% of the staff interacts with the customers and work part time. Around 20 employees work in the back office on finance, marketing and corporate services. Turnover rate is high in the industry especially in employees who work part time, however Mr. Smile through his personal efforts had been able to keep the turnover rate below industry standards. Mr. Smile had ensured that all staff including part time employees had access to benefits like health care, child care, flex work schedules and career development plans to ensure their loyalty and hard work.
One of the options that Dana is executing is re-launching the business. Dana has entrusted this project to the
COO, Amy Dance (daughter of co-founder Mr. Sam