Case 7-1. Who Is Managing The Manager? Team F Alex Stratton Brandyn Butler Roha Qureshi Toan Huynh...
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Transcript of Case 7-1. Who Is Managing The Manager? Team F Alex Stratton Brandyn Butler Roha Qureshi Toan Huynh...
Case 7-1. Who Is Managing The Manager?
Team F
Alex Stratton
Brandyn Butler
Roha Qureshi
Toan Huynh (Tony)
Case Summary Privately owned Oreck vacuum cleaner store
Two employees
John Timmson (Owner)
Gerald Mahoney (Sales Manager/Sole full-time employee)
Deteriorating work relationship between John and
Gerald
Gerald overwhelmed by number of responsibilities
John’s lack of involvement in day to day business at the store
Case Summary Continued
Mahoney’s exhibits low job performance Mahoney blames it on external factors
Timmson begins to think whether Mahoney is the right person for the job
Character Analysis
Gerald Mahoney
Sales Manager and sole full-time employee
Exhibits low job performanceBlames performance on external factors
Lack of help from John
Unable to organize job priorities
Never received management training
John Timmson
Owner of Oreck vacuum storeRarely at store
Success of store does not appear to be his top priority
Blames Gerald for the store’s low profits
Is not proactive in problem solvingNever provided Gerald with formal
training
Problem Identification and Solutions
What type of training should Mahoney have immediately
received from John Timmson that might have avoided this?
One-on-One/On-the-Job Training
Allows trainees to learn quicker
Provides instant feedback from the trainer
The instructor can customize the training process to the trainee’s needsResults in higher training-to-job transfer Increased training satisfaction and job satisfaction
A study was conducted to determine the relationship between training satisfaction, overall job satisfaction, and what training methods resulted in the highest correlation between the two.
One-on-One training explained a large portion of the variance of job satisfaction
Schmidt, S. (2007). The Relationship Between Satisfaction with Workplace Training and Overall Job Satisfaction. Human Resource Development Quarterly,18, 481-497.
Pros it would most likely be highly effective in changing
the way Mahoney manages the store
Cons it would be very time consuming for Timmson which appears to be a scarce commodity for him to invest
in Mahoney and the store.
Assuming Timmson keeps Mahoney as the store manager, what would be the steps he institutes in the
training process?
Interactive/Case Observation Method
Step 1: Preparation Of The Trainee Introduce the topics that will be covered during the
training to the trainee
Step 2: Present Mahoney With The Task
Timmson would perform all of the tasks while explaining each step several times.
Have Mahoney verbally walk Timmson through the steps to the task
Provide Mahoney with a written list of all steps and tasks.
Step 3: Allow Mahoney To Perform All Tasks On His Own
Mahoney would perform all tasks while explaining each step and then Timmson would correct any errors that he sees.
Step 4: Follow Up Timmson would provide any help that is necessary
while Mahoney is on the job. Allow Mahoney to perform task without direct
supervision
Pros
High fidelity of the training method and transferability to Mahoney’s task performance.
Cons
training would be very costly and time consuming.
Assuming that Timmson and Mahoney agree to a training program in order to solve the
problem, what are some challenges Timmson might face in conducting
this training?
Challenges time high costs of training
“small business owners face higher costs of training and lower benefits than larger business owners”
Storey, D. (2004). Exploring the link, among small firms, between management training and firm performance: a comparison between the UK and other OECD countries..International Journal of Human Resource Management, 15, 112-130.
Pros
Would help Mahoney with his task management and increase his job
performance
Cons
Requires time, a commodity that Timmson doesn’t seem to have
Timmson does not seem to want to manage Mahoney so why would he invest time a effort
into doing so
What are the five methods for increasing and decreasing employee behavior? Which ones would work best for
changing some of Mahoney’s more problematic behaviors?
Positive reinforcementapplication of a reward as result of a desirable
behavior
Punishment Type I the application of a negative reward in order to
decrease unwanted behavior
Punishment Type II the removal of a desirable reward in order to
decrease unwanted behavior
Negative reinforcement removal of an unwanted outcome when a desirable
behavior is performed
Extinctionoccurs when there is the removal of a consequence
following an unwanted behavior
Use Positive Reinforcement
Pros
it is the most effective way to improve job performance and desirable behavior.
Cons
Costs would add up over time
Uncertainty of results in the long-run
What are some of the appropriate training techniques
that Timmson might use to increase Mahoney’s KSAs?
Case Observational Method (COM)
COM is both more cost effective than sensitivity training and has more variety than it as well.
uses situational cases and group discussions to develop problem solving and situational analysis among those in the group.
Gannon, M. (1970). THE CASE OBSERVATIONAL METHOD: A NEW TRAINING TECHNIQUE.. Training & Development Journal, 24, 39.
Pros
fairly inexpensive
very effective in improving Mahoney’s KSAs.
Cons
there may not necessarily be a class offered in the area therefore not being very realistic as a
training method.
Mahoney jumped from being a sales associate under Mr. Paulson to a
store manager under Mr. Timmson. How might career planning and
development have helped him in making this transition?
Career planning and development could have prepared Mahoney with basic managerial training
Would have given Mahoney with at least a small management foundation
Training would have made the transition easier
Recap
Mahoney needs to receive the proper training for his
position
One-on-One/On-the-Job Training
Or
Interactive/Case Method Observation Method
And
Positive Reinforcement