Learning From Losing A Customer Case Study Solution


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Learning From Losing A Customer Case Study Analysis

Background and Facts

Learning From Losing A Customer an office products seller for little and also average sized organisations has actually lately been associated with planning for a merging with its rival House Deport, which has affected effectiveness degrees in departmentswith the senior supervisor involved in legal problems put forth by the federal Trade Payment. With the Marketing Head putting forward the news of his separation from the firm in one year, Jeannie Lewis, the existing head of procedures has been asked to take the function in the future. With challenges in the type of a possible cultural modification and reduced staff member spirits, the company is in need of a full reengineering initiative at the advertising department.

Trouble Declaration

The possible social change at the advertising and marketing department of Learning From Losing A Customer is raising uncertainty in the workplace causing different challenges for the Jeannie Lewis that would be changing the head of the division in one year. nalysis

PEST analysis

Political Factors: Political factors play a major role in impacting tactical decisions considering that Stapes Inc. had to abandon its strategies of merging with Workplace Deport after the Federal Profession Commission's intervention at the same time. Provided the truth that the store has a global presence with branches in UK, USA, Canada and also Germany, political factors in each of these nations might be able to influence efficiency or strategic objectives. Federal Trade Compensation's antitrust match versus the merging occupied important time of the company's elderly management suggesting that 'political' factors can have serious implications for a global service.

Economic Factors: Financial factors such as the introduction of local business in the international circumstance suggest that Learning From Losing A Customer is prospering in an environment where there is potential growth of companies. In addition to this, truth that store clients are primarily looking for workplace materials for office recommends that the marketplace has a rising trend of entrepreneurs as well as home based companies.

Social factors: Social trends in the economic climate reveal that consumers are searching for comfort in addition to attractive costs. Market research demonstrates how the client for Learning From Losing A Customer lacks recognition about finding solutions which can offer a combination of benefit and inexpensive.

Technical factors: Technology plays a vital role in Learning From Losing A Customer's business strategy specifically as the company is piloting Technology facilities which would supply modern technology sales and assistance in the type of memory upgrades, outer installations. (Recap of PEST in appendix 2).

OB Issues and Effects.

Several underlying Business Habits problems can be seen in Learning From Losing A Customer's case as highlighted in this section.

Apprehensions concerning cultural change: There is uneasiness regarding a cultural adjustment that would certainly occur as soon as Todd Krasnow leaves from his position as the Exec Vice Head Of State of Advertising with a lot of the employee already revealing discontent over this prospective step. This predicted adjustment has created tension in the office which has actually been coupled with the past stress of preparing the company for a possible merging with House Deport.

Demanding Task Setting for Newcomers: There is shortage of personnel that can match the demanding atmosphere of a hectic organization. Not only does this lead to trouble in locating the right individuals, it puts stress and anxiety on new hires as can not hold up against the rate and also stress that the company expects them to bear.

Dual Reporting Lines: Newbies locate this business culture cumbersome and also hard to manage especially as populated line connections are implied to be weak generally and objective setup and also performance analysis is still done by the strong line manager. This suggests that newbies might shed quality about their corresponding duties and also objectives particularly as populated line reporting does not maintain them in direct interaction with the solid line supervisors.

Resentment From Cross Departmental Hiring: Krasnow's decision to make Lewis his follower instead of Bridget Coles despite the fact that it had actually been speculated that the last would certainly take Krasnow's placement came as a blow to her spirits. Lewis may have been capable and also appropriate for the work however the truth that Kransnow's separation would certainly make Coles a straight report to Lewis may have been the factor for Coles' resignation from solutions.

Worry & Task Instability: Worry and insecurity can be identified as 2 major problems that Lewis would certainly be handling particularly as the merger has currently be cancelled and two elderly execs of the marketing division would be leaving. The entire obligation of the department would be dropping on Lewis's shoulders that would not just supervise of brining regarding a social change however would certainly likewise have to show herself in her brand-new role.

Incompatible Administration Design of Leader: Lewis's monitoring style as well as its conflict with the advertising department's duty can additionally be seen as an OB difficulty especially as she has actually been utilized to dealing with concerns in the operations department where workers are educated to concentrate on procedures and also obtain them. The marketing department on the other hand can be seen as a group of people who are used to being supported by Krasnow who concentrated more on output than procedures.

Interdepartmental Disagreements: Interdepartmental arguments between three departments, advertising and marketing, merchandizing and operations specifically over the allotment of the marketing mix can be determined as one more OB problem. Although the advertising department does not share the exact same vision as the other 2 departments pertaining to the aloocation of the marketing mix twoards promos and also advertsing, the merchandizing and procedures divisions do not agree over the advertising mix appropriation amongst each other either.

Fragmentation in Marketing Division: Fragmentation between the marketing and advertising divisions can be identified as another OB issue which can need additional interest. The truth that the marketing and advertising areas in the marketing department are detached is stopping both divisions from gaining from each other's experience and know-how. Combination of advertising with retailing as well as operations would end up being more difficult if the advertising division itself is broken down which can be an additional potential OB concern.

Learning From Losing A Customer Analysis

Numerous theories have been made use of to explain the circumstances to get further clarity about the situation handy.

McGregor's Concept X & Y: According to Douglas McGregor's Theory X, most supervisors believe that subordinates are easy and careless, have little aspiration as well as stand up to change. The circumstance at Learning From Losing A Customer is not totally complying with Concept X, it can be seen that brand-new hires are discovering this atmosphere rather stressful which might at some point lead to a higher inclination of the management in the direction of Theory X. Even while assessing Lewis's administration design, concept X might have been appropriate in the procedures department to some extent but the Marketing division would call for dependence on Theory Y in order to obtain the creativity and also originality from the groups.

Tuckman's Team effort Theory: As far as Lewis's concern regarding bringing consistency in between the marketing and advertising department is concerned, this would initially bring about conflict as talked about by Bruce Tuckman in his 'Synergy Theory'. (Tuckman, 1965). As per Tuckman's concept shown in appendix 3, throughout the initial phase of team advancement, individuals might not bond, as they are hectic finding their location in the team. By incorporating the advertising and marketing department's job, there might coincide preliminary disconnect which might lead to the second stage of 'storming' where the groups test each other. However, it is only during the third stage or 'norming' when they would certainly collaborate to share concepts prior to the team can bring about harmony in the fourth phase 'carrying out'.

When individuals are offered with change, they go into stage one and so there may be feelings like sadness, unpredictability, frustration, temper, concern, denial and also disorientation.The situation at the advertising and marketing division of Learning From Losing A Customer is comparable so Lewis can obtain comfortable with the suggestion that it is not remarkable habits. It is throughout this stage that Lewis will have to offer support to the division so that they can find a sense of direction. It can be seen how Krasnow has already made this shift less complicated by making Lewis obtain included in the department a year before his actual departure.

Abraham Maslow in his Concept of 'Requirements Hierarchy' (appendix 5) has reviews the significance of 'security needs as being a lower level requirement of a human for activating motivation. As seen in the pyramid shared in appendix 3, we can see how 'the need to feel secure and also out of danger' is at the 2nd level of needs. Prior to a staff member can be made to create psychologically, he requires to have his 'Physical 'as well as 'Security' needs satisfied.

SWOT Analysis for Learning From Losing A Customer Case Study

Ramification of Analysis.

The OB analysis has checked out numerous concepts to understand exactly how to cope with the current scenario available. The following three alternatives have been proposed to aid Lewis handle the organizational obstacles in the marketing division. Each of these choices has actually been proposed for relieving the transition required to bring the advertising and marketing department in accordance with the demands of the market and also for making the cultural change that would follow once the existing leader leaves.

Integration of marketing and advertising features. Dividing Adverting and Manufacturing features. Assimilation of Advertising with Workflow.

Examination of Alternatives.

Integration of Advertising And Marketing & Marketing Functions: The internal marketing company of Learning From Losing A Customer is currently toughness for the organization in regards to saving up on expenses related to advertising as well as promotion. Given that no new employment has been done after Bridget Cole's departure with the coverage line being straight assigned to Krasnow for the marketing function, this is a positive possibility for integrating the advertising and marketing features. Judith Shapiro that has actually earlier been spoken with by Lewis throughout the earlier merger days has expertise in business-to-business advertising together with firm as well as retail advertising and marketing experience. As soon as Krasnow leaves, Lewis can hire Shapiro as an EVP for advertising to deal with both marketing and advertising functions.

The benefit of this approach is that it will integrate both features while minimizing the demand for working with an added source for advertising and marketing. In addition to this, Lewis would be heading the marketing department as well as regardless her replacement would certainly be required for the present duty that she is executing. The downside of this alternative is that external hiring may bring about animosity from inner personnel who may be considering the placement of EVP after Lewis takes over Krasnow's setting.

Dividing Adverting and also Manufacturing: Provided the competitive pressures and also high top quality work required from the advertising company, it is recommended that Lewis ought to enable the manufacturing unit to be a different feature from the advertising device. Considering that a lot of advertising companies had these 2 functions as separate systems, it makes more sense to adhere to the standard.

Integration of Marketing with Procedures: Because Lewis is already dealing with the advertising and marketing and also procedures divisions concurrently; it makes good sense to incorporate both features given that she has actually been effectively caring for both ends. The fact that both departments already have major distinctions over allowance of sources recommends that this assimilation may be able to bring about harmony especially as Lewis would certainly be heading both ends.However there are different drawbacks of this move specifically as it would certainly place too much worry over Lewis's shoulders. The reality that Lewis has to adjust her administration style for the advertising and marketing department suggests that these 2 divisions would certainly be culturally varied. Lewis might not be able to apply one type of leadership design to both departments which might result in inadequacy in either one of the two features.


An assessment of the 3 alternatives shows that combination of advertising and marketing and also operations would not be a viable relocation because of the large distinctions in between both divisions although that presently Lewis is managing both. While splitting up of the production function may have been a favorable move for the advertising division, the fact that it would indicate placing a third function under Lewis's wing suggests this should be stayed clear of too. The integration of the marketing division is the best option in terms of getting the optimal results from the division. An action plan for this choice is gone over below.

Action Strategy.

Lewis will take over the role of EVP Advertising after Krasnow leaves.

Advertising and Marketing features would be merged.

Judith Shapiro will certainly be employed to take Lewis's place as SVP of marketing and advertising.

Manufacturing feature will continue to be part of advertising under advertising and marketing feature.

Lewis will divide herself from operations.

A democratic management design with employee empowerment will certainly be utilized in advertising and marketing department.

Open door plan as well as focus on cross department communication will certainly be focused on getting rid of dissonance.

Contingency plan.

If the combination does not exercise as intended, a backup plan would certainly follow which would divide the production feature from the advertising and marketing function to decrease the tons on the SVP of marketing and advertising. In case Judith Shapiro does not get hired, Lewis will certainly be heading the advertising and marketing department without an SVP. Because case the manufacturing function will most definitely be separated by placing it under an SVP production.