Case Study Analysis 1
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Step 1: Define the Problem Derrick Duke a recently hired GM at the Regal Pointe Hotel and Spa, is facing major problems within the hotel related to Lucinda a housekeeping attendant’s behavior, and staff morale. These problems have affected the productivity, quality of customer service, and the company’s quality rating as a luxury boutique hotel. Lucinda’s behavior has consistently shown inappropriate behavior, such as undermining supervisors, gossiping about other co-workers and supervisors, as well as being uncooperative and disruptive. The staff morale has been an ongoing problem and is
rumored to be forming a union. If this problem is not addressed, it will cost the owners more money and can potentially affect the job status of Duke. Duke’s decision on the problems would have a major impact on his leadership and reputation with his owners. (Wilson-Mah, 2016)
Step 2: Identify the Causes
Employee morale is something that affects the productivity of a business. According to an article on, The Relationship Between Employee Morale and Employee Productivity, high-morale organizations are more productive than their competitors. (Neely, 2006) Employee morale refers to the collective attitude, overall satisfaction, and emotional overall outlook of employees within an organization. According to the lecture on, Personality, Perception, and Attribution
, an individual perception is a cognitive process that allows a person to evaluate and make sense of their environment. (Credo, 2020) Behavior is based solely on the perception of the reality of an individual. Potential cause 1 – Previous management’s frugal spending has led to the staff complaints about the lack of supplies, and the management’s unwillingness to spend the money on the staff needs has affected the staff morale. Potential cause 2 – Lucinda’s undermining, negativity, and disruptive behavior have had major implications on the staff morale and productivity. She states that her behavior is closely related to
her cultural differences. There are times when she looks for the lightest workload and complains
when someone else has less work than she does. This is an example of an employee with an external locus of control that bases her behavior on how her environment is. According to the lecture, locus of control is a stable personality characteristic that describes how much personal responsibility is taken for our behavior and its consequences. (Credo, 2020) People tend to attribute the cause of their behavior to either the environment or the person.
Potential cause 3 – Inconsistency in HR policies, favoritism amongst employees, and different standards of accountability between employees, have had a major impact on the morale and productivity of staff. It’s on the higher management staff to set a more positive culture within the
organization. According to the lecture, Self-efficacy is something that managers should all work on to better influence employees as this influence can better improve job performance and satisfaction. (Credo, 2020)
Step 3: Make Recommendations
Recommendations for improving Cause 1 – Have a meeting with the supervisors and employees to discuss the complaints with inventory. Take the necessary resources to spend more on the linen
supply, and staff inventory, and invest in better vacuum repair to improve productivity. Recommendations for improving Cause 2 – Set up cultural differences training courses so that employees can have the training to deal with different cultures in a workplace. Understanding someone like Lucinda and her cultural beliefs can help tell a lot about an individual’s perception.
Set up performance goals that Lucinda and other employees can follow to improve productivity and set regulations for employees’ workload so that each employee has the same amount of work
and is aware of the consequences for not complying. Recommendations for improving Cause 3 –
Sit down with the supervisors to discuss improving their self-efficacy, this way employees can be influenced to work productively.
As well as address the HR/company policies that require improvement. Improving these policies would allow employees and other staff members to be held accountable for their productivity and their overall morale within the company. Positive reinforcements are an effective way to create a positive workplace culture. (Epperson, 2019) Being rewarded for your behavior is something that
all employees strive to achieve.
References
Credo , K. (2020). Personality, Perception, and Attribution
. Moodle
. Retrieved 2024, from https://moodle.louisiana.edu/mod/page/view.php?id=1871541. Epperson, A. (2019, January 22). Positive recognition in the workplace
. Workplace Rewards. https://workplacerewards.com/blog/positive-recognition-in-the-workplace/
#:~:text=Positive%20reinforcement%20in%20the%20workplace,These%20qualities
%20can%20increase%20productivity. Neely , G. (2006b). PSU
. The Relationship Between Employee Morale And Employee Productivity. https://citeseerx.ist.psu.edu/document?
repid=rep1&type=pdf&doi=5c1f384f2478efb17a83c2f5ade6da059c7dbbea Rebecca Wilson-Mah, (2016) "How do you solve a problem like Lucinda?", The CASE Journal, Vol. 12 Issue: 1, pp.71-87, https://doi.org/10.1108/TCJ-07-2015-0027
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