Summary of the Facts
Eric and Kipsy’s case study helps to demonstrate the complex nature of management and organizational behavior. The case also shows the difficulty in identifying a single solution to a particular problem. Eric is the new manager of product information for a national firm which wholesales electrical components and Kipsy is a clerk. Eric is appointed the new manager right out of management training. He knows virtually nothing about the people he would be managing or the kind of work they did. On his first day Eric was fascinated by the efficiency of the operations. He soon learned how wrong he was on the second day of work. The salesmen had a list of problems they were experiencing in which they wanted Eric to…show more content…
This can be seen as a major problem in relation to the clerks in that the salesmen also complain that the clerks are responsible for relaying the information to them in which most times it is incorrect thereby causing low levels of satisfaction in customers.
Lack of communication- The clerks are very disrespectful and unfriendly to the salesmen in the field. The clerks would busy out their consoles when in fact they are free which has led to communication dilemmas with the salespersons as well as delays in salesperson getting through to the clerk. Eric tried to convince the regional office to give him the authority to introduce a flexible scheduling plan however he had been told that 8:30 to 5 are the available hours just like any other personnel policies. Eric could not communicate this information to his employees so he solicits Kipsy to tell the others.
A list of organizational and managerial problems has also been identified. These includes boredom, clerks not being held responsible for their errors, little chance of advancement, management relying too much on formal structure, lack of involvement/participation of management with staff, low levels of motivation, delays in salesperson getting through to clerk’s, excessive errors, abrupt and unfriendly telephone manners, management failure to motivate staff for example no rewards for good work, low job satisfaction, inflexibility of management for example