Queueing Theory Case Study Analysis


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Queueing Theory Case Study Analysis

Background and Facts

Queueing Theory an office materials store for little and medium sized companies has recently been associated with preparing for a merger with its rival Residence Deport, which has impacted efficiency degrees in departmentswith the elderly supervisor associated with legal complications presented by the federal Profession Payment. With the Marketing Head advancing the news of his separation from the company in one year, Jeannie Lewis, the current head of procedures has been asked to take the role in the near future. With obstacles in the type of a potential social modification and low worker morale, the company is in need of a total reengineering initiative at the advertising division.

Problem Statement
Porter's 5 Forces Analysis
The prospective cultural adjustment at the marketing department of Queueing Theory is raising uncertainty in the working environment leading to various obstacles 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 significant role in impacting calculated choices considering that Stapes Inc. needed to desert its plans of merging with Office Deport after the Federal Profession Compensation's treatment at the same time. Provided the truth that the shop has an international existence with branches in UK, USA, Canada and also Germany, political consider each of these nations may be able to influence performance or critical goals. Federal Profession Payment's antitrust suit versus the merging took up valuable time of the company's elderly management recommending that 'political' factors can have serious ramifications for a worldwide organisation.

Economic Factors: Financial factors such as the emergence of small companies in the worldwide scenario suggest that Queueing Theory is growing in an atmosphere where there is potential development of services. In addition to this, reality that shop customers are mostly seeking office products for office recommends that the market has a rising trend of entrepreneurs and also home businesses.

Social factors: Social patterns in the economy show that customers are searching for benefit as well as eye-catching costs. Market research demonstrates how the customer for Queueing Theory does not have understanding concerning discovering options which can offer a combination of comfort and low costs.

Technological factors: Innovation plays a crucial duty in Queueing Theory's business method especially as the company is piloting Innovation centers which would certainly offer innovation sales as well as assistance in the type of memory upgrades, outer setups. (Summary of PEST in appendix 2).

OB Issues and Effects.

A number of underlying Business Habits problems can be seen in Queueing Theory's case as highlighted in this section.

Worries about cultural change: There is apprehension regarding a cultural adjustment that would certainly occur when Todd Krasnow leaves from his placement as the Exec Vice Head Of State of Advertising with the majority of the staff members currently revealing discontent over this prospective step. This expected modification has actually created stress and anxiety in the work environment which has been paired with the previous stress and anxiety of preparing the company for a prospective merging with Residence Deport.
Pest Analysis
Difficult Job Environment for Newcomers: There is shortage of workers that can match the demanding setting of a busy organization. Not just does this result in difficulty in discovering the right people, it places anxiety on brand-new hires as can not hold up against the speed as well as stress that the organization anticipates them to birth.

Dual Reporting Lines: Beginners discover this organizational society cumbersome as well as hard to manage specifically as dotted line connections are indicated to be weak generally as well as objective setting as well as efficiency evaluation is still done by the solid line supervisor. This implies that novices could lose quality regarding their respective duties as well as goals specifically as populated line reporting does not keep them in direct communication with the strong line supervisors.

Bitterness From Cross Departmental Hiring: Krasnow's choice to make Lewis his successor as opposed to Bridget Coles even though it had been guessed that the latter would take Krasnow's setting came as an impact to her morale. Lewis may have been qualified and also appropriate for the work however the fact that Kransnow's departure would certainly make Coles a straight report to Lewis may have been the reason for Coles' resignation from solutions.

Fear & Work Instability: Fear and also insecurity can be identified as 2 significant problems that Lewis would be taking care of specifically as the merger has now be cancelled as well as two elderly executives of the marketing division would be leaving. The whole responsibility of the division would be dropping on Lewis's shoulders that would not simply supervise of brining regarding a cultural adjustment yet would also need to show herself in her brand-new function.

Inappropriate Monitoring Design of Leader: Lewis's management style as well as its conflict with the advertising division's role can likewise be seen as an OB obstacle particularly as she has actually been used to dealing with problems in the procedures department where workers are shown to concentrate on processes and also obtain them right. The marketing division on the other hand can be viewed as a team of people who are made use of to being supported by Krasnow who concentrated a lot more on outcome than procedures.

Interdepartmental Disagreements: Interdepartmental arguments between 3 divisions, advertising, merchandizing as well as operations respectively over the allowance of the advertising mix can be recognized as an additional OB worry. The marketing department does not share the exact same vision as the various other 2 divisions concerning the aloocation of the marketing mix twoards promotions and advertsing, the merchandizing as well as operations divisions do not agree over the advertising mix allotment amongst one another either.

Disintegration in Advertising And Marketing Department: Disintegration between the marketing and advertising divisions can be determined as another OB problem which can require more focus. The truth that the advertising and marketing areas in the advertising and marketing department are separated is preventing both departments from getting from each various other's experience and also proficiency. Combination of advertising and marketing with merchandising as well as operations would certainly become harder if the marketing division itself is broken down which can be an additional possible OB issue.

Queueing Theory Analysis

Numerous concepts have actually been made use of to clarify the situations to get additional clarity about the situation handy.
Swot Analysis
McGregor's Concept X & Y: According to Douglas McGregor's Theory X, a lot of supervisors think that subordinates are easy and careless, have little aspiration and also withstand adjustment. The situation at Queueing Theory is not totally following Theory X, it can be seen that brand-new hires are finding this atmosphere instead demanding which might eventually lead to a higher disposition of the administration towards Concept X. Also while analyzing Lewis's management style, theory X might have been suitable in the procedures division to some level but the Advertising and marketing division would need dependence on Concept Y in order to obtain the imagination and also creativity from the teams.

Tuckman's Team effort Concept: As for Lewis's worry concerning bringing consistency in between the marketing and advertising division is worried, this would initially result in contrast as talked about by Bruce Tuckman in his 'Teamwork Concept'. (Tuckman, 1965). As per Tuckman's concept shown in appendix 3, throughout the initial stage of team advancement, people may not bond, as they are hectic finding their place in the team. By integrating the marketing and advertising division's work, there might be the same preliminary detach which could result in the second phase of 'storming' where the groups test each other. Nonetheless, it is just during the third phase or 'norming' when they would certainly collaborate to share suggestions prior to the group can produce harmony in the fourth stage 'performing'.

Bridges' Shift Design: As per William Bridge's concept (appendix 4), individuals are fairly uncomfortable with adjustment, which is evident by the scenario at Queueing Theory The scenario can be seen as a normal program of life if is examined as per Bridge's concept where he clarifies that individuals go through three stages of shift when they experience change. 'Closing, losing as well as Releasing', The Neutral Zone as well as 'The New Starting' (Bridges, 2004). When people are presented with change, they enter stage one therefore there may be feelings like despair, unpredictability, aggravation, temper, concern, denial as well as disorientation.The circumstance at the advertising division of Queueing Theory is similar so Lewis can obtain comfy with the idea that it is not remarkable behavior. In the second stage, there might be a need to link the void between the brand-new and old society so Lewis may need to encounter this ordeal when Krasnow leaves. There might be reduced morale as well as reduced efficiency at this phase which need to not be taken as a setback. It is during this stage that Lewis will have to provide support to the department to make sure that they can discover a sense of direction. It can be seen how Krasnow has already made this change less complicated by making Lewis get associated with the division a year prior to his actual separation. As per Bridges' Design, stage three will certainly produce visibility to understanding, High energy and also commitment as individuals will welcome the change (Bridges, 2004).
Vrio Analysis
Maslow's Demand power structure: The OB issue related to insecurity at the office has been activated first of all by the change in monitoring and secondly by the truth that the merger will certainly no longer be initiated. Abraham Maslow in his Concept of 'Needs Pecking order' (appendix 5) has reviews the importance of 'security requires as being a lower degree demand of a human for causing inspiration. As seen in the pyramid shared in appendix 3, we can see just how 'the need to really feel safe and also safe' goes to the second level of requirements. Prior to a staff member can be made to create mentally, he requires to have his 'Physical 'and 'Security' requires satisfied. This indicates that unless the employees are made to feel safe and secure regarding their existing work status in Queueing Theory they may not reach 'Self-Fulfillment'. (King, 2009).

SWOT Analysis for Queueing Theory Case Study

Effects of Analysis.

The OB analysis has taken a look at numerous concepts to comprehend just how to manage the existing circumstance available. The complying with three choices have actually been suggested to help Lewis manage the organizational difficulties in the advertising department. Each of these alternatives has been proposed for reducing the transition required to bring the advertising and marketing department according to the demands of the marketplace and for making the social adjustment that would comply with once the current leader leaves.

Integration of advertising and marketing functions. Separating Adverting and also Manufacturing features. Combination of Marketing with Workflow.

Assessment of Alternatives.

Judith Shapiro who has earlier been spoken with by Lewis throughout the earlier merging days has experience in business-to-business marketing along with agency and also retail marketing experience. As soon as Krasnow leaves, Lewis can employ Shapiro as an EVP for advertising to take care of both advertising and also advertising and marketing functions.

The benefit of this method is that it will incorporate the two functions while lowering the need for hiring an added source for marketing. Lewis would be heading the advertising division as well as in any case her substitute would be needed for the existing function that she is performing. The disadvantage of this alternative is that outside hiring may cause animosity from interior personnel who might be looking at the placement of EVP after Lewis takes control of Krasnow's setting.

Dividing Adverting and also Production: Provided the competitive stress and also high top quality job needed from the advertising firm, it is suggested that Lewis ought to enable the manufacturing system to be a separate feature from the advertising and marketing unit. Because the majority of advertising and marketing agencies had these two functions as different systems, it makes more sense to adhere to the norm.

Assimilation of Advertising And Marketing with Workflows: Because Lewis is currently looking after the marketing and procedures departments at the same time; it makes good sense to integrate the two functions since she has been effectively dealing with both ends. The reality that both departments already have significant differences over allowance of resources recommends that this combination may be able to produce consistency specifically as Lewis would be heading both ends.However there are numerous negative aspects of this step particularly as it would put way too much worry over Lewis's shoulders. The truth that Lewis has to adapt her monitoring style for the marketing division recommends that these two departments would be culturally varied. Lewis might not be able to use one kind of leadership style to both departments which might result in inadequacy in either one of the two functions.


An assessment of the three alternatives suggests that assimilation of advertising and also operations would not be a viable relocation due to the large distinctions in between the 2 divisions despite the truth that presently Lewis is dealing with both. While separation of the production feature might have been a positive relocation for the advertising department, the reality that it would mean putting a 3rd function under Lewis's wing suggests this must be prevented.

Action Plan.
Lewis will take control of the function of EVP Advertising after Krasnow leaves.

Advertising and Marketing features would certainly be merged.

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

Manufacturing function will certainly remain part of marketing under advertising feature.

Lewis will separate herself from operations.

A democratic leadership style with worker empowerment will be utilized in advertising and marketing division.

Open door plan as well as focus on cross departmental interaction will certainly be targeted at getting rid of dissonance.

Contingency plan.

If the combination does not work out as intended, a contingency strategy would certainly comply with which would divide the production function from the advertising function to decrease the lots on the SVP of advertising and marketing. In case Judith Shapiro does not get employed, Lewis will be heading the advertising and marketing department without an SVP. Because case the production function will definitely be divided by putting it under an SVP production.