Phase 1

4843 Words Mar 26th, 2015 20 Pages
Busi 454
Simulation : Phase 1
Duplox Copiers Canada Limited

Carlos del Aguila

Contents

Section A 2
Section B 4
Section C 8
Section D 14
Section E 22

Section A

Duplox Copiers Canada Limited is experiencing several severe issues that are affecting the profitability of the firm. The main issues at DCCL are: employee turnover is increasing, employee morale is low, and customer satisfaction has dropped while customer complaints have increased, and ultimately the biggest issue is revenue and profits have both decreased. From analyzing DCCL, it was determined that several strategic issues, including the current reward and compensation system, are having negative effects on employees, management, and the organization as
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However, eliminating the FSM position will occur, because it creates many redundancies in how the TSS’s operate.
Changing the compensation strategy of the sales reps is of the utmost importance, because as it stands, they are just pushing as many new installations as possible, since they are rewarded per number of installation. This means that some of the installations are occurring in places that do not conform to company standards on space, ventilation, and wiring. This is causing more and more breakdowns, which in turn leads to many more service calls for the TSSs.
Another major issue that needs to change is the managerial style. Currently, DCCL is operating in a classical managerial style. This has caused problems from poor communication, lack of motivation, low job satisfaction, and increased employee turnover rates. In order for DCCL to change their managerial style, they need to re-evaluate which style would work best. We believe that DCCL will excel with a shift to a human relations managerial style; this will allow for more autonomy and individual responsibility from employees, while still allowing managers to retain a level of control. Currently, managers are having to make every decisions and also supervise employees, such as the TSS’s, to an extreme degree.
In order to have managers adopt a new managerial style focused more on human
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