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Customer Intelligence Advantage Module 2 Assignment Case Study Analysis

Background and Facts

Customer Intelligence Advantage Module 2 Assignment a workplace supplies merchant for small and also average sized companies has recently been involved in planning for a merger with its rival Home Deport, which has impacted efficiency degrees in departmentswith the senior manager involved in legal complications put forth by the federal Profession Compensation. With the Marketing Head putting forward the information of his separation from the business in one year, Jeannie Lewis, the existing head of operations has been asked to take the role in the future. With obstacles in the form of a possible social change as well as low worker morale, the organization is in need of a total reengineering initiative at the advertising and marketing division.

Problem Declaration
Porter's 5 Forces Analysis
The potential social adjustment at the marketing division of Customer Intelligence Advantage Module 2 Assignment is increasing uncertainty in the working environment causing various challenges for the Jeannie Lewis that would be changing the head of the department in one year. nalysis

PEST analysis

Political Factors: Political factors play a major duty in affecting calculated choices given that Stapes Inc. had to abandon its plans of merging with Workplace Deport after the Federal Trade Compensation's intervention in the process. Provided the reality that the shop has a worldwide presence with branches in UK, UNITED STATES, Canada as well as Germany, political consider each of these countries might be able to impact efficiency or calculated objectives. Federal Trade Compensation's antitrust fit against the merging used up beneficial time of the organization's elderly monitoring recommending that 'political' factors can have severe effects for an international organisation.

Economic Factors: Financial factors such as the emergence of small businesses in the global situation recommend that Customer Intelligence Advantage Module 2 Assignment is flourishing in an environment where there is possible development of organisations. Along with this, truth that shop clients are mainly looking for office products for home offices recommends that the market has an increasing pattern of business owners and also online organisations.

Social factors: Social trends in the economic situation show that customers are trying to find comfort along with appealing rates. Marketing research demonstrates how the customer for Customer Intelligence Advantage Module 2 Assignment lacks awareness about finding options which can supply a mix of convenience and also inexpensive.

Technological factors: Innovation plays an essential role in Customer Intelligence Advantage Module 2 Assignment's service technique especially as the organization is piloting Technology centers which would use modern technology sales and also assistance in the type of memory upgrades, peripheral installments. (Recap of BUG in appendix 2).

OB Issues and also Manifestations.

A number of underlying Organizational Actions issues can be seen in Customer Intelligence Advantage Module 2 Assignment's case as highlighted in this area.

Apprehensions concerning social modification: There is uneasiness regarding a cultural adjustment that would occur once Todd Krasnow leaves from his placement as the Executive Vice Head Of State of Advertising And Marketing with the majority of the team member already revealing unhappiness over this possible move. This expected change has produced anxiety in the work environment which has actually been paired with the previous stress of preparing the firm for a prospective merger with Residence Deport.
Pest Analysis
Demanding Job Atmosphere for Newcomers: There is scarcity of employees that can match the stressful environment of a busy organization. Not just does this result in difficulty in discovering the right people, it puts stress on brand-new hires as can not stand up to the speed and also pressure that the company anticipates them to birth.

Twin Coverage Lines: Newcomers discover this business culture cumbersome and also challenging to deal with particularly as populated line connections are meant to be weak generally as well as objective setup as well as performance evaluation is still done by the solid line supervisor. This indicates that beginners can lose clearness concerning their particular duties as well as goals especially as dotted line coverage does not maintain them in straight interaction with the solid line managers.

Resentment From Cross Departmental Hiring: Krasnow's decision to make Lewis his follower instead of Bridget Coles even though it had been guessed that the last would certainly take Krasnow's position came as a blow to her spirits. Lewis might have been capable and ideal for the task yet the reality that Kransnow's separation would make Coles a direct report to Lewis may have been the reason for Coles' resignation from solutions.

Worry & Task Instability: Concern as well as insecurity can be determined as two major worries that Lewis would certainly be dealing with specifically as the merging has actually currently be terminated and 2 senior executives of the marketing department would certainly be leaving. The entire responsibility of the division would be falling on Lewis's shoulders that would certainly not simply supervise of brining concerning a cultural modification but would additionally have to verify herself in her brand-new role.

Incompatible Administration Style of Leader: Lewis's administration design as well as its conflict with the advertising and marketing department's duty can additionally be seen as an OB challenge particularly as she has been made use of to managing concerns in the operations department where personnel are educated to focus on processes and obtain them. The advertising division on the other hand can be viewed as a team of individuals that are utilized to being supported by Krasnow who focused extra on output than procedures.

Interdepartmental Arguments: Interdepartmental disputes between three divisions, marketing, merchandizing and also operations specifically over the allotment of the advertising and marketing mix can be identified as one more OB concern. The advertising and marketing division does not share the very same vision as the other two divisions concerning the aloocation of the advertising mix twoards promotions as well as advertsing, the merchandizing and also operations divisions do not agree over the marketing mix allotment amongst one another either.

Fragmentation in Advertising Department: Disintegration between the marketing and advertising departments can be recognized as another OB concern which can need further focus. The fact that the advertising and marketing areas in the advertising department are detached is protecting against both departments from gaining from each other's experience and also proficiency. Combination of marketing with merchandising and also operations would end up being harder if the advertising and marketing division itself is disintegrated which can be one more potential OB issue.

Customer Intelligence Advantage Module 2 Assignment Analysis

Numerous concepts have been used to clarify the situations to get more clearness concerning the scenario handy.
Swot Analysis
McGregor's Theory X & Y: According to Douglas McGregor's Concept X, a lot of supervisors think that juniors are passive and lazy, have little aspiration and resist adjustment. The situation at Customer Intelligence Advantage Module 2 Assignment is not totally following Concept X, it can be seen that brand-new hires are locating this environment rather difficult which might at some point lead to a greater inclination of the administration in the direction of Concept X. Also while assessing Lewis's administration design, concept X might have been ideal in the procedures department to some level but the Advertising department would certainly call for reliance on Theory Y in order to obtain the creativity and creativity from the teams.

Tuckman's Synergy Concept: As for Lewis's worry about bringing consistency between the marketing and advertising department is worried, this would originally bring about contrast as reviewed by Bruce Tuckman in his 'Team effort Theory'. (Tuckman, 1965). According to Tuckman's theory displayed in appendix 3, throughout the preliminary phase of group advancement, individuals may not bond, as they are hectic locating their area in the team. By combining the advertising and marketing department's work, there might be the same preliminary disconnect which could lead to the 2nd stage of 'storming' where the teams test one another. However, it is just during the third phase or 'norming' when they would certainly integrate to share concepts before the group can cause harmony in the fourth stage 'carrying out'.

Bridges' Change Design: As per William Bridge's theory (appendix 4), people are rather unpleasant with adjustment, which is noticeable by the situation at Customer Intelligence Advantage Module 2 Assignment The circumstance can be viewed as a typical training course of life if is researched according to Bridge's theory where he discusses that individuals go through three stages of shift when they experience adjustment. 'Ending, shedding as well as Releasing', The Neutral Zone and also 'The New Beginning' (Bridges, 2004). When people are presented with change, they get in phase one therefore there might be emotions like sadness, uncertainty, frustration, temper, fear, denial as well as disorientation.The scenario at the marketing department of Customer Intelligence Advantage Module 2 Assignment is similar so Lewis can get comfortable with the idea that it is not extraordinary behavior. In the second stage, there may be a demand to link the gap in between the brand-new as well as old culture so Lewis may have to face this challenge when Krasnow leaves. There might be reduced spirits and also reduced productivity at this stage which should not be taken as a trouble. It is throughout this stage that Lewis will certainly have to offer support to the division to make sure that they can find an orientation. It can be seen exactly how Krasnow has already made this transition much easier by making Lewis obtain involved in the department a year before his real separation. Based on Bridges' Design, stage three will certainly cause openness to learning, High power and also commitment as people will welcome the modification (Bridges, 2004).
Vrio Analysis
Maslow's Demand pecking order: The OB problem pertaining to insecurity at the work environment has been triggered firstly by the modification in monitoring as well as secondly by the fact that the merger will no more be initiated. Abraham Maslow in his Theory of 'Needs Pecking order' (appendix 5) has discusses the significance of 'security needs as being a lower level requirement of a human for triggering motivation. As seen in the pyramid cooperated appendix 3, we can see just how 'the requirement to feel protected and out of danger' goes to the 2nd level of needs. Before a worker can be made to establish psychologically, he requires to have his 'Physical 'and 'Security' needs fulfilled. This shows that unless the workers are made to feel safe and secure concerning their current work standing in Customer Intelligence Advantage Module 2 Assignment they may not reach 'Self-Fulfillment'. (King, 2009).

SWOT Analysis for Customer Intelligence Advantage Module 2 Assignment Case Study

Implication of Analysis.

The OB analysis has actually looked at different theories to recognize just how to manage the existing scenario at hand. The complying with 3 alternatives have been suggested to help Lewis manage the business difficulties in the advertising and marketing division. Each of these options has actually been proposed for relieving the shift needed to bring the marketing division in accordance with the demands of the marketplace as well as for making the social modification that would follow once the present leader leaves.

Assimilation of marketing and advertising features. Dividing Adverting as well as Production functions. Assimilation of Advertising And Marketing with Procedures.

Assessment of Alternatives.

Combination of Advertising & Marketing Functions: The internal marketing firm of Customer Intelligence Advantage Module 2 Assignment is currently strength for the organization in regards to conserving up on expenses connected to marketing and promo. Since no new employment has actually been done after Bridget Cole's separation with the coverage line being directly assigned to Krasnow for the marketing function, this is a positive opportunity for integrating the advertising and marketing functions. Judith Shapiro that has earlier been interviewed by Lewis during the earlier merger days has competence in business-to-business marketing in addition to company as well as retail marketing experience. When Krasnow leaves, Lewis can employ Shapiro as an EVP for advertising to handle both marketing and advertising functions.

The advantage of this method is that it will certainly incorporate the two functions while decreasing the demand for hiring an additional source for advertising. Lewis would certainly be heading the advertising division and in any type of case her substitute would be needed for the current duty that she is performing. The downside of this option is that exterior hiring may cause resentment from internal employees that might be considering the position of EVP after Lewis takes control of Krasnow's placement.

Separating Adverting and Manufacturing: Given the affordable pressures and also premium quality job required from the advertising agency, it is suggested that Lewis needs to permit the manufacturing device to be a different feature from the advertising and marketing unit. Given that the majority of advertising agencies had these two features as different devices, it makes even more sense to comply with the norm. Both functions may be able to concentrate on their core turns on much more effectively. The drawback of this approach would certainly be that added expenses would certainly have to be birthed for establishing up separate manufacturing features. A production head may have to be employed which could enhance expenses for the company.

Integration of Marketing with Procedures: Given that Lewis is already taking treatment of the advertising and marketing as well as operations departments simultaneously; it makes feeling to integrate the 2 features given that she has actually been successfully taking care of both ends. The fact that Lewis has to adapt her management design for the advertising and marketing division recommends that these 2 departments would certainly be culturally diverse.


An examination of the three choices shows that combination of marketing and also procedures would not be a possible step due to the vast differences between the two departments although that presently Lewis is handling both. While splitting up of the production feature may have been a favorable action for the advertising division, the reality that it would suggest putting a third feature under Lewis's wing suggests this must be stayed clear of too. The combination of the advertising division is the most effective alternative in regards to getting the ideal results from the department. An activity prepare for this choice is talked about listed below.

Activity Strategy.
Lewis will take control of the function of EVP Marketing after Krasnow leaves.

Advertising and Marketing functions would be combined.

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

Manufacturing function will remain part of marketing under advertising feature.

Lewis will separate herself from operations.

An autonomous management style with employee empowerment will certainly be used in advertising division.

Open door plan and emphasis on cross departmental communication will be focused on removing disharmony.

Backup strategy.

If the integration does not exercise as planned, a backup strategy would certainly follow which would certainly divide the manufacturing feature from the marketing function to lower the load on the SVP of marketing and advertising. In case Judith Shapiro does not obtain employed, Lewis will certainly be heading the advertising division without an SVP. In that case the manufacturing feature will most definitely be divided by positioning it under an SVP manufacturing.