Design & Improvement Qlty Process course Case Study 10 – The Morgan Company 1-Ex
ID: 339532 • Letter: D
Question
Design & Improvement Qlty Process course
Case Study 10 – The Morgan Company
1-Explain one good and one bad service or product experience that you encountered recently. How did this change your perceptions of the company?
Read the Case study below and answer following questions:
2-What are the important issues in the case study(Case below)? (One paragraph; 3-5 sentences)
3-Briefly summarize the case study.
4- How did management fail in its strategic planning?
5- What principles and ideas discussed in this chapter might have helped this organization succeed in meeting the new strategy?
Case:
The Morgan Compamy Senior managers at The Morgan Company had devel oped a new and inspiring mission statement-one that set a new direction for the company with ambitious strategic goals. Management continually emphasized the new strategy and asked employees what they needed to do to achieve the new goals. Although some employees didn't want to embrace the new stra tegic direction, most were excited to participate in and support the new strategy. The employees began to make suggestions for improving the organization and identifying the necessary changes. Many of their ideas pointed to a significant change in the culture of the organization. And that was when the wheels fell off Employees were told to step back; management didn't want to make any radical changes. They were told that they could only change one or two items and then only to a very small degree. No money could be spent, and the actions of senior management implied t employees' ideas really didn't matter. People became disillusioned and disgruntled. At least two people left every month for other positions during the last 18 months of the 24-month "transformation" process. The best people left since they had no voice and no ability to change a broken organization.Explanation / Answer
1. One good service that I recently experienced was from an E Commerce giant which helped me a lot with their services. I had ordered a product throught their e-commerce website, which unfortunately was defected when I received the same. i immediately raised a complaint on the site and was happy to receive an immediate response. Moreover, after several checks when the product was proven defective, I was handed over with a new product at free of cost and the money that I had paid was returned back to me.
Similarly, a bad service which I expereinced was in a store where the salesperson was very rude in receiving the customers and was reluctant to demonstrate the product which we wanted to test before buying. This was a bad experience because even after complaining to the management of the store, the things didnt change. The scenario was that I had walked into a mobile store for the purchase of a new mobile phone. On reaching the store, I had several options which I wanted to study the features and then decide upon which would suit me the best. As I was checking the devices one by one, I was interrupted by the salesman stating that I cant look into several devices and I should decide on the product soon. I was shocked with his behavior and complained the same to management about his behavior. To my surpise, the management supported the salesman and told to buy the product or leave. This was a very rude expereince and since then I have been recommending all my friends to not visit that store.
2. The important issues in the above case study are:
a. With the management adopting to a new sales strategy, has approached the employees for suggestions without understanding the fact that there would be several ideas that would come up with difference of opinions.
b. Since the management was not ready with the consequences, they were loaded with several ideas and could not come to conclusion as to what to implement which would be at par with their mission statement.
c. The management decided to take decisions on their own and not involve employees as they were not able to make the correct decisions. This irked the employees and the attrition rate started to rise.
3. Summary of the case:
The Morgan company was in for a rennovation where there was a new mission statement and the senior managers decided that the priorities of the company would change to bring up new strategies at work which would further redefine the style of doing business at the Morgan Company. This was well received by few employees and like always some were against this policy. They had decided to take suggestions from employees as to how things would be put in place which inturn brought in loads of ideas from employees. These ideas were such that implicted several changes in the way they should work to come in line with their mission statement. This inturn brought a change in the company's culture as well which was one of the reason for the downfall of the decision of taking suggestions from employees. Teh management sensed the risk and asked employees to step back and were also told that only a few changes would be implemented. This irked the employees as they felt that their ideas were not implemented and they started to feel demotivated and were reluctant to follow the decisions from the management. Slowly, the employees felt discouraged and started to look for jobs outside and moved from their current organsiation bringing a high level of attrition. The most alarming part was that the people who were considered the best had left the organsiation leaving the organisation in a very bad shape.
4. The management's decision of implementing a new strategy was a bold step and then involving employees in making new decisions wa seven bolder. This actually made their level of control on the employees lessen and tehreby employees started to contribute their ideas which inturn turned out to be in a completely different direction. the managemnt would have handpicked few employees whom they trusted and were loyal to the organisation to put up their ideas with a clear message that their ideas would be taken only if it suits the company's new mission statement. This was not done by the management and they involved everybody in the decision making process whch diverted the purpose.