case study holiday experts

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ZryFuberl

Business Finance

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Hi this is a case study called Holiday Experts. I have uploaded the case. I do not understand how to answer the questions to this case. The teacher wants me to identify and to well discuss only 7 issues including high turnover and organisational culture. This question is part a. Then the part b i have to solve the 7 issues that was mentioned in part a. Please assist me. Thanks.

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Case Study – Holiday Experts Ken Turner has recently retired from his travel agency business which he founded 25 years ago. The company has grown from being a one-man business to an enterprise employing 75 people. Some of these staff deal directly with business organisations and the public, arranging business and holiday travel. Other staff work in the back offices dealing with the massive amount of clerical work associated with these arrangements. Ken has personally recruited and selected all the staff and often made ad hoc decisions on any increases in their pay. Until recently labour turnover has been low. A recent downturn in the company's business and profits caused Ken to consider the future. He had felt for some time that he should hand control over to someone with fresh ideas and a more modern approach to managing an organisation. He couldn't understand all the ‘new fangled’ ideas about empowerment, lean organisations and information technology and he thought that new procedures such as performance appraisal and performance-related pay were a poor substitute for the kind of hands-on informal approach he had used when managing staff. He could no longer have the kind of close informal working relationship he had enjoyed with his employees when the company was small. Consequently he has handed the whole company over to his niece Lisa who has a business management degree and some years of managerial experience in a large textile company. Within the first few days of taking control Lisa is facing her first ‘people problem’ that can be taken as typical of many other problems that she will face. One of the clerical section supervisors has reported that the performance of Amy Brown one of his senior clerks has been causing some concern and was affecting the efficiency and morale in the section. This had being going on for some time but whenever Mr Turner had been approached about the problem he had failed to take any action. Amy had been recruited as a junior clerk 6 years previously after Mr Turner had been approached by an old golfing friend to find a job for his daughter. Amy did not measure up to the standard the company required of its employees but in view of the fact that she was the daughter of one of his friends Ken Turner had offered her a job as a junior clerk. Like all the other employees she had been put onto clerical work from the first day of her employment. Over the years her work performance had been marginal and occasionally below average. There also appeared to have been some bad feeling between Amy and her colleagues which had resulted in a warning from her supervisor about her inter-personal relationships and her commitment to the organisation. However none of this data appeared on her personal file. For her part Amy had felt increasingly dissatisfied with her clerical job. On several occasions she had complained to her supervisor that there was no career progression for her in the company and she was being denied the opportunity to develop her potential. Until now the usual career pathway had been from junior clerk to senior clerk and some months ago when Mr Turner had announced his retirement Amy had been promoted to senior clerk responsible for the work of four junior clerks. However it appeared that this may have been a promotion too far. Amy seemed to lack the skills necessary for dealing with staff. She did not understand that their need for affiliation and achievement played an important part in their job satisfaction. She allocated work then did not provide any support or guidance if staff had any queries. The quality of the work from this section had deteriorated and mistakes were beginning to occur more frequently and staff turnover was on the increase. It could only be a matter of time before this affected customer relations. a) Based on material from the case, outline and comment on the organisational behaviour issues which Lisa will have to deal with on taking over control of the company. b) State what advice you will offer Lisa about how to resolve these issues, offering a brief justification for your suggested solutions.
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Explanation & Answer

Attached.

Running head: CASE STUDY-HOLIDAY EXPERTS

Case Study-Holiday Experts
Name
Institution

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CASE STUDY-HOLIDAY EXPERTS

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Case Study-Holiday Experts
Overview
As a travel agency firm, there must maintain continuity in diversification, and therefore
opportunities in workplace problems will intensify. Lisa, as the new head of the travel agency
typically will face several potential levels of conflict and full issues among the employees in the
firm. Often the fundamental causes of these difficulties that she will face will emanate from lack
of openness, unskilled staff, fluent communications and use of a wrong organizational structure.
Part a: Problems
Employee Issues
Lisa will initially encounter problems of personality conflicts, supervision issues, personal stress,
or departmental structure disoriented. Taking over the management, she will have to learn the
cause of the clerical section problem and whoever to keeps or do away with to keep the fire
fuelling.
Teaming-up Problems
To ensure a high performing organization, Lisa will have to apply her dedication to working
toward a settled goal particularly in the clerical section where Amy seems unqualified for the
senior clerical officer. Also, Lisa will experience a personal disconnection with some of the
employees while trying to restore functionality and turnover ratio. As a leader, she will undergo
constant feedback problem and therefore must foster cohesiveness. While facing these issues, she
ought to diagnose the problem and adopt immediate remedial action to evade some more critical
performance breakdowns in the firm.

CASE STUDY-HOLIDAY EXPERTS

3

Business-wide Problems
The simple issues evident from the outline will possibly expand to harm the travel agency firm if
you Lisa fails to take speedy corrective action. She is likely to encounter staff alliance groups,
which might be at odds with each other. Lisa avoidance of actions will fail her; she must be
ready to adopt some dramatic counteractive measures. This problem can as well negatively
change the corporate culture. Lisa will have to carefully cultivate and make her travel agency
company and workplace she is about to assume a high-performance entity.
Firm’s Problem Solving Methods
A Ken Turner the founder of the travel agency business, he needs someone new to handle the
organizational problems especially the little turnover despite performance appraisals among
other downsides in the firm. First, she will have the task of managing and resolving the existing
problem right away after assuming her role. From the context, it also appears that the entire 75
employees might be having an interpersonal conflict. Lisa must not become part of the problem,
but rather everyone else including Ken Turner understands that she must become the solution.
Second, she will have to dig deep into th...


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