Johansens The New Scorecard System Corporate Customer Experience Manager Handout 2 Case Study Solution


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Johansens The New Scorecard System Corporate Customer Experience Manager Handout 2 Case Study Solution

Background and Facts

Johansens The New Scorecard System Corporate Customer Experience Manager Handout 2 a workplace materials retailer for small and also average sized companies has actually recently been associated with preparing for a merger with its rival Residence Deport, which has influenced efficiency levels in departmentswith the elderly manager associated with legal issues presented by the government Profession Payment. With the Advertising Head putting forward the information of his separation from the firm in one year, Jeannie Lewis, the current head of operations has been asked to take the duty in the near future. With difficulties in the form of a prospective cultural modification as well as low worker spirits, the company requires a full reengineering effort at the advertising and marketing division.

Trouble Statement
Porter's 5 Forces Analysis
The possible cultural change at the advertising division of Johansens The New Scorecard System Corporate Customer Experience Manager Handout 2 is raising uncertainty in the workplace resulting in numerous challenges for the Jeannie Lewis that would be replacing the head of the department in one year. nalysis

PEST analysis

Political Factors: Political factors play a significant function in affecting critical decisions given that Stapes Inc. needed to desert its plans of merging with Office Deport after the Federal Profession Commission's intervention at the same time. Given the fact that the shop has a global visibility with branches in UK, UNITED STATES, Canada as well as Germany, political factors in each of these countries might be able to affect performance or tactical goals. Federal Trade Commission's antitrust fit versus the merger used up useful time of the company's elderly management recommending that 'political' factors can have major implications for a global service.

Economic Factors: Financial factors such as the development of small businesses in the international circumstance suggest that Johansens The New Scorecard System Corporate Customer Experience Manager Handout 2 is thriving in an environment where there is possible growth of organisations. Reality that shop customers are mostly looking for office supplies for home offices recommends that the market has an increasing trend of business owners as well as residence based organisations.

Social factors: Social trends in the economy reveal that consumers are seeking benefit along with eye-catching prices. Marketing research shows how the client for Johansens The New Scorecard System Corporate Customer Experience Manager Handout 2 lacks understanding about discovering services which can offer a mix of ease as well as low costs.

Technical factors: Modern technology plays an important duty in Johansens The New Scorecard System Corporate Customer Experience Manager Handout 2's organisation approach specifically as the company is piloting Technology facilities which would certainly offer innovation sales and support in the kind of memory upgrades, peripheral installments. (Summary of BUG in appendix 2).

OB Issues and Symptoms.

Numerous underlying Organizational Behavior problems can be seen in Johansens The New Scorecard System Corporate Customer Experience Manager Handout 2's case as highlighted in this area.

Worries about cultural adjustment: There is worry regarding a social adjustment that would happen when Todd Krasnow leaves from his setting as the Exec Vice Head Of State of Marketing with most of the employee currently revealing unhappiness over this possible action. This predicted adjustment has developed stress in the work environment which has been paired with the previous anxiety of preparing the company for a prospective merger with House Deport.
Pest Analysis
Stressful Task Atmosphere for Newcomers: There is scarcity of workers that can match the difficult environment of a hectic company. Not just does this result in trouble in locating the right individuals, it places anxiety on brand-new hires as can not withstand the pace and stress that the organization expects them to birth.

Dual Coverage Lines: Newbies find this organizational culture cumbersome and also difficult to manage specifically as dotted line connections are suggested to be weak in general and objective setting as well as performance assessment is still done by the strong line manager. This suggests that newbies could lose clearness about their respective roles and also goals especially as dotted line coverage does not maintain them in direct interaction with the solid line managers.

Animosity From Cross Departmental Hiring: Krasnow's decision to make Lewis his follower as opposed to Bridget Coles although it had been guessed that the last would take Krasnow's position came as a blow to her spirits. Lewis may have been qualified and ideal for the work but the reality that Kransnow's departure would certainly make Coles a direct record to Lewis might have been the reason for Coles' resignation from solutions.

Concern & Work Instability: Anxiety and also insecurity can be determined as two significant worries that Lewis would be handling specifically as the merging has actually now be cancelled as well as two elderly executives of the marketing division would certainly be leaving. The entire obligation of the division would be falling on Lewis's shoulders that would not simply supervise of brining concerning a social modification however would certainly additionally have to verify herself in her new function.

Incompatible Management Style of Leader: Lewis's monitoring style and its incompatibility with the advertising department's role can likewise be seen as an OB obstacle particularly as she has actually been utilized to dealing with problems in the operations department where employees are taught to concentrate on procedures and get them right. The marketing division on the other hand can be seen as a group of people that are made use of to being nurtured by Krasnow that focused extra on output than processes.

Interdepartmental Disputes: Interdepartmental disputes between three departments, advertising, merchandizing as well as procedures specifically over the appropriation of the marketing mix can be identified as an additional OB worry. The advertising department does not share the very same vision as the other two divisions concerning the aloocation of the advertising mix twoards promotions and advertsing, the merchandizing and operations departments do not concur over the advertising mix appropriation amongst one an additional either.

Disintegration in Advertising Department: Fragmentation in between the advertising and marketing departments can be determined as another OB problem which can require more focus. The truth that the marketing and advertising sections in the marketing department are disconnected is avoiding both departments from getting from each various other's experience and knowledge. Assimilation of marketing with merchandising and also operations would come to be harder if the advertising division itself is degenerated which can be an additional prospective OB problem.

Johansens The New Scorecard System Corporate Customer Experience Manager Handout 2 Analysis

Different concepts have actually been utilized to discuss the conditions to get further clearness regarding the situation handy.
Swot Analysis
McGregor's Concept X & Y: According to Douglas McGregor's Concept X, most supervisors believe that subordinates are passive and also careless, have little aspiration and also resist adjustment. The difficult version of this concept stressed coercion, tight controls, threats and penalties. With time it produces reduced performance, refined sabotage and also rivalry (Bargain, 2003). The scenario at Johansens The New Scorecard System Corporate Customer Experience Manager Handout 2 is not completely adhering to Theory X, it can be seen that brand-new hires are locating this environment instead difficult which may eventually lead to a better disposition of the administration in the direction of Theory X. According to McGregor's advocated view, which he called Concept Y, the necessary task of the management is to organize organizational problems so that individuals can accomplish their own goals best by routing their initiatives towards business rewards. If people find no contentment in their job, the monitoring would certainly have little option however to depend on theory X and outside control (Bargain, 2003). Also while evaluating Lewis's management design, concept X might have appropriated in the procedures department somewhat yet the Marketing division would certainly require reliance on Concept Y in order to get the imagination and also creativity from the groups.

Tuckman's Teamwork Theory: As for Lewis's worry regarding bringing consistency between the advertising and marketing department is concerned, this would originally lead to contrast as gone over by Bruce Tuckman in his 'Synergy Concept'. (Tuckman, 1965). Based on Tuckman's theory shown in appendix 3, throughout the preliminary phase of group advancement, people may not bond, as they are busy discovering their area in the team. By incorporating the advertising and marketing department's work, there may be the same initial separate which can result in the second stage of 'storming' where the groups test one another. It is only throughout the 3rd phase or 'norming' when they would come together to share concepts prior to the group can bring around harmony in the 4th phase 'doing'.

Bridges' Change Design: As per William Bridge's concept (appendix 4), people are fairly awkward with adjustment, which is obvious by the circumstance at Johansens The New Scorecard System Corporate Customer Experience Manager Handout 2 The circumstance can be viewed as a regular course of life if is studied based on Bridge's theory where he explains that people undergo three stages of change when they experience change. 'Ending, losing and Releasing', The Neutral Area and 'The New Starting' (Bridges, 2004). When people exist with change, they get in phase one and so there may be emotions like unhappiness, uncertainty, disappointment, rage, anxiety, rejection and disorientation.The scenario at the advertising and marketing division of Johansens The New Scorecard System Corporate Customer Experience Manager Handout 2 is comparable so Lewis can get comfy with the suggestion that it is not remarkable actions. In the second stage, there may be a requirement to link the gap in between the new and old culture so Lewis might have to face this ordeal as soon as Krasnow leaves. There might be reduced morale and also reduced productivity at this phase which must not be taken as an obstacle. It is during this phase that Lewis will certainly have to give guidance to the department to ensure that they can find an orientation. It can be seen exactly how Krasnow has actually already made this transition easier by making Lewis get associated with the department a year before his real departure. Based on Bridges' Version, stage three will cause openness to learning, High energy and also dedication as people will embrace the modification (Bridges, 2004).
Vrio Analysis
Maslow's Need pecking order: The OB concern pertaining to insecurity at the workplace has been set off to start with by the modification in administration as well as second of all by the fact that the merger will no more be started. Abraham Maslow in his Theory of 'Needs Hierarchy' (appendix 5) has talks about the significance of 'safety and security requires as being a lower level requirement of a human for setting off inspiration. As seen in the pyramid cooperated appendix 3, we can see exactly how 'the need to feel safe and secure and safe' is at the second degree of demands. Before a worker can be made to establish emotionally, he requires to have his 'Physiological 'as well as 'Safety' requires met. This shows that unless the employees are made to feel secure concerning their current work standing in Johansens The New Scorecard System Corporate Customer Experience Manager Handout 2 they might not get to 'Self-Fulfillment'. (King, 2009).

SWOT Analysis for Johansens The New Scorecard System Corporate Customer Experience Manager Handout 2 Case Study

Ramification of Analysis.

The OB analysis has taken a look at various theories to understand just how to handle the existing circumstance available. The following 3 choices have actually been proposed to assist Lewis take care of the organizational difficulties in the marketing division. Each of these alternatives has been suggested for reducing the shift required to bring the marketing department in line with the requirements of the marketplace and also for making the social change that would comply with when the present leader leaves.

Assimilation of marketing and advertising functions. Separating Adverting as well as Manufacturing features. Assimilation of Advertising with Workflow.

Analysis of Alternatives.

Assimilation of Advertising And Marketing & Advertising And Marketing Functions: The internal marketing agency of Johansens The New Scorecard System Corporate Customer Experience Manager Handout 2 is currently stamina for the company in terms of conserving up on overheads associated with advertising and marketing and promotion. Since no new recruitment has actually been done after Bridget Cole's separation with the coverage line being directly appointed to Krasnow for the advertising and marketing feature, this is a desirable possibility for integrating the marketing and advertising functions. Judith Shapiro who has actually earlier been interviewed by Lewis throughout the earlier merging days has experience in business-to-business advertising and marketing together with firm and also retail marketing experience. When Krasnow leaves, Lewis can hire Shapiro as an EVP for advertising and marketing to manage both advertising and marketing features.

The benefit of this technique is that it will certainly incorporate both functions while decreasing the need for working with an extra resource for advertising. Lewis would certainly be heading the marketing department and in any type of case her replacement would certainly be required for the present duty that she is executing. The downside of this alternative is that external hiring may produce animosity from internal personnel that might be eying the placement of EVP after Lewis takes control of Krasnow's setting.

Separating Adverting as well as Manufacturing: Given the affordable stress and also high top quality work needed from the advertising and marketing company, it is suggested that Lewis ought to permit the manufacturing unit to be a separate function from the advertising device. Considering that most advertising firms had these two features as separate devices, it makes more sense to follow the standard.

Combination of Advertising with Operations: Considering that Lewis is currently taking care of the advertising as well as operations departments concurrently; it makes feeling to integrate the 2 functions since she has actually been successfully taking treatment of both ends. The truth that Lewis has to adapt her administration style for the advertising and marketing department suggests that these 2 departments would be culturally varied.


An evaluation of the three choices indicates that integration of advertising and marketing and also operations would not be a possible move as a result of the substantial distinctions in between the two divisions despite the fact that currently Lewis is taking care of both. While splitting up of the manufacturing function might have been a beneficial step for the advertising and marketing division, the reality that it would certainly indicate positioning a 3rd function under Lewis's wing implies this must be stayed clear of also. The assimilation of the advertising and marketing department is the most effective alternative in terms of obtaining the optimal arise from the division. An action plan for this option is talked about below.

Activity Plan.
Lewis will certainly take over the function of EVP Marketing after Krasnow leaves.

Marketing and advertising functions would be combined.

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

Production function will certainly continue to be part of advertising under marketing feature.

Lewis will certainly separate herself from operations.

A democratic management design with worker empowerment will certainly be made use of in advertising and marketing division.

Open up door policy and emphasis on cross department interaction will certainly be targeted at removing discord.

Contingency plan.

If the combination does not exercise as intended, a backup strategy would comply with which would divide the manufacturing feature from the marketing function to reduce the load on the SVP of marketing and advertising. In case Judith Shapiro does not obtain worked with, Lewis will certainly be heading the advertising division without an SVP. Because case the manufacturing function will absolutely be separated by positioning it under an SVP manufacturing.