Xerox And Affiliated Computer Services Acs Case Study Help


Home >> Kelloggs >> Xerox And Affiliated Computer Services Acs >>

Xerox And Affiliated Computer Services Acs Case Study Help

Background and Facts

Xerox And Affiliated Computer Services Acs a workplace materials store for small as well as medium sized companies has recently been involved in planning for a merger with its competitor Home Deport, which has influenced efficiency degrees in departmentswith the senior supervisor associated with lawful problems put forth by the federal Profession Compensation. With the Advertising Head advancing the information of his separation from the company in one year, Jeannie Lewis, the present head of operations has been asked to take the role in the near future. With challenges in the type of a potential cultural modification and also reduced staff member spirits, the organization wants a total reengineering effort at the marketing division.

Trouble Statement

The possible cultural change at the advertising department of Xerox And Affiliated Computer Services Acs is enhancing uncertainty in the working environment causing numerous obstacles for the Jeannie Lewis who would certainly be changing the head of the department in one year. nalysis

PEST analysis

Political Factors: Political factors play a major duty in affecting critical decisions considering that Stapes Inc. needed to desert its plans of combining with Office Deport after the Federal Trade Compensation's treatment while doing so. Provided the fact that the store has an international visibility with branches in UK, U.S.A., Canada as well as Germany, political consider each of these nations might be able to impact performance or calculated goals. Federal Trade Commission's antitrust suit against the merging took up useful time of the organization's senior monitoring recommending that 'political' factors can have significant effects for an international business.

Economic Factors: Economic factors such as the emergence of small companies in the worldwide scenario suggest that Xerox And Affiliated Computer Services Acs is flourishing in an environment where there is possible development of businesses. Fact that shop customers are mostly looking for workplace supplies for house workplaces suggests that the market has a rising trend of business owners as well as residence based businesses.

Social factors: Social trends in the economic climate show that clients are seeking benefit along with eye-catching rates. Market research demonstrates how the consumer for Xerox And Affiliated Computer Services Acs does not have awareness concerning locating services which can supply a combination of benefit and also low costs.

Technical factors: Innovation plays an essential duty in Xerox And Affiliated Computer Services Acs's company approach particularly as the organization is piloting Technology centers which would certainly offer modern technology sales and assistance in the type of memory upgrades, outer setups. (Summary of INSECT in appendix 2).

OB Issues and also Symptoms.

Several underlying Business Behavior problems can be seen in Xerox And Affiliated Computer Services Acs's case as highlighted in this section.

Worries regarding cultural change: There is concern concerning a social change that would certainly happen when Todd Krasnow leaves from his position as the Exec Vice President of Marketing with a lot of the employee already revealing unhappiness over this possible action. This anticipated change has actually created anxiety in the office which has actually been combined with the previous stress of preparing the company for a possible merging with House Deport.

Stressful Task Environment for Newcomers: There is lack of personnel that can match the difficult environment of a fast-paced company. Not only does this bring about problem in discovering the right individuals, it puts stress and anxiety on new hires as can not withstand the speed and also pressure that the company anticipates them to bear.

Double Reporting Lines: Newbies find this business society difficult and hard to deal with specifically as populated line connections are indicated to be weak as a whole as well as objective setup and also performance analysis is still done by the solid line supervisor. This suggests that beginners could shed clarity regarding their particular roles and purposes specifically as populated line reporting does not maintain them in straight communication with the strong line managers.

Bitterness From Cross Departmental Hiring: Krasnow's choice to make Lewis his successor instead of Bridget Coles even though it had been guessed that the last would certainly take Krasnow's setting came as an impact to her spirits. Lewis might have been capable as well as appropriate for the work but the reality that Kransnow's departure would certainly make Coles a direct report to Lewis might have been the factor for Coles' resignation from services.

Worry & Job Insecurity: Anxiety and also instability can be recognized as two major worries that Lewis would certainly be dealing with especially as the merging has now be cancelled as well as two senior executives of the marketing division would certainly be leaving. The whole responsibility of the division would certainly be dropping on Lewis's shoulders who would certainly not simply supervise of brining about a cultural modification yet would likewise need to verify herself in her new function.

Incompatible Administration Style of Leader: Lewis's monitoring style as well as its conflict with the marketing department's role can also be seen as an OB difficulty specifically as she has been made use of to handling issues in the procedures division where employees are taught to focus on procedures as well as get them right. The advertising department on the various other hand can be seen as a group of individuals that are made use of to being nurtured by Krasnow that focused a lot more on output than procedures.

Interdepartmental Differences: Interdepartmental disputes between 3 departments, advertising, merchandizing and procedures specifically over the appropriation of the advertising mix can be identified as one more OB issue. Although the advertising department does not share the very same vision as the various other two divisions pertaining to the aloocation of the marketing mix twoards promotions and advertsing, the merchandizing as well as procedures divisions do not agree over the advertising and marketing mix appropriation among each other either.

Disintegration in Advertising Division: Disintegration in between the marketing and advertising divisions can be identified as another OB problem which might require additional interest. The truth that the advertising and marketing sections in the advertising and marketing department are separated is protecting against both departments from acquiring from each other's experience and expertise. Combination of marketing with merchandising and operations would come to be more difficult if the marketing department itself is degenerated which can be an additional prospective OB issue.

Xerox And Affiliated Computer Services Acs Analysis

Numerous theories have been utilized to clarify the scenarios to obtain further quality regarding the situation available.

McGregor's Concept X & Y: According to Douglas McGregor's Concept X, the majority of managers think that juniors are passive and also careless, have little ambition as well as withstand change. The difficult version of this theory emphasized coercion, tight controls, threats and also punishments. With time it produces low efficiency, subtle sabotage and also rivalry (Offer, 2003). The situation at Xerox And Affiliated Computer Services Acs is not completely following Theory X, it can be seen that brand-new hires are finding this environment instead demanding which may eventually lead to a greater disposition of the management towards Concept X. Based on McGregor's supported sight, which he called Concept Y, the essential job of the monitoring is to prepare organizational problems so that individuals can accomplish their very own goals best by routing their initiatives towards organizational benefits. If people discover no complete satisfaction in their work, the management would have little option however to rely on theory X as well as external control (Offer, 2003). Also while analyzing Lewis's monitoring design, theory X may have appropriated in the operations department somewhat but the Advertising division would need dependence on Concept Y in order to get the creativity and originality from the teams.

Tuckman's Synergy Theory: As far as Lewis's problem concerning bringing consistency in between the marketing and advertising division is worried, this would initially result in conflict as gone over by Bruce Tuckman in his 'Synergy Theory'. (Tuckman, 1965). As per Tuckman's concept displayed in appendix 3, during the initial phase of team growth, individuals might not bond, as they are busy locating their location in the team. By incorporating the advertising and marketing division's work, there might be the same initial disconnect which can cause the second stage of 'storming' where the groups challenge each other. However, it is only during the 3rd phase or 'norming' when they would certainly integrate to share ideas prior to the group can bring about synergy in the 4th phase 'performing'.

Bridges' Shift Model: According To William Bridge's theory (appendix 4), people are fairly unpleasant with change, which is obvious by the situation at Xerox And Affiliated Computer Services Acs The circumstance can be seen as a normal program of life if is researched as per Bridge's concept where he explains that individuals go through three phases of transition when they experience change. 'End, shedding and Releasing', The Neutral Area and 'The New Starting' (Bridges, 2004). When individuals exist with adjustment, they enter phase one and so there might be emotions like sadness, uncertainty, irritation, anger, concern, denial and also disorientation.The scenario at the advertising and marketing division of Xerox And Affiliated Computer Services Acs is comparable so Lewis can get comfortable with the concept that it is not phenomenal habits. In the 2nd phase, there might be a demand to link the void between the new as well as old society so Lewis might have to face this experience as soon as Krasnow leaves. There may be low spirits and low efficiency at this stage which must not be taken as a trouble. It is during this phase that Lewis will need to offer support to the division to ensure that they can discover an orientation. It can be seen how Krasnow has currently made this change less complicated by making Lewis obtain associated with the department a year prior to his actual departure. As per Bridges' Version, phase three will cause visibility to understanding, High power and also dedication as individuals will certainly embrace the modification (Bridges, 2004).

Maslow's Requirement pecking order: The OB concern related to insecurity at the office has been activated to start with by the change in management and second of all by the reality that the merging will certainly no longer be initiated. Abraham Maslow in his Concept of 'Demands Pecking order' (appendix 5) has goes over the importance of 'safety needs as being a reduced degree need of a human for activating motivation. As seen in the pyramid shared in appendix 3, we can see how 'the need to feel protected and also safe' goes to the 2nd level of needs. Prior to a worker can be made to develop psychologically, he requires to have his 'Physiological 'and 'Safety and security' requires met. This suggests that unless the workers are made to really feel safe concerning their present work condition in Xerox And Affiliated Computer Services Acs they might not reach 'Self-Fulfillment'. (King, 2009).

SWOT Analysis for Xerox And Affiliated Computer Services Acs Case Study

Implication of Analysis.

The OB analysis has actually taken a look at numerous concepts to recognize how to manage the present circumstance at hand. The complying with three options have been suggested to assist Lewis handle the business difficulties in the advertising and marketing division. Each of these alternatives has been proposed for relieving the shift required to bring the advertising department in accordance with the requirements of the marketplace and also for making the cultural adjustment that would follow once the existing leader leaves.

Combination of marketing and advertising functions. Separating Adverting as well as Manufacturing features. Integration of Advertising with Operations.

Analysis of Alternatives.

Judith Shapiro who has earlier been interviewed by Lewis during the earlier merger days has proficiency in business-to-business advertising and marketing along with company as well as retail marketing experience. When Krasnow leaves, Lewis can work with Shapiro as an EVP for marketing to manage both advertising and marketing as well as advertising and marketing features.

The benefit of this approach is that it will certainly integrate both features while minimizing the demand for employing an added source for marketing. Lewis would certainly be heading the advertising department as well as in any type of case her substitute would certainly be required for the present function that she is doing. The negative aspect of this option is that exterior hiring may produce animosity from interior personnel that may be considering the position of EVP after Lewis takes over Krasnow's setting.

Separating Adverting as well as Production: Given the competitive pressures and also high top quality job needed from the advertising company, it is suggested that Lewis must enable the production unit to be a different feature from the marketing unit. Since most marketing firms had these 2 features as separate systems, it makes more feeling to comply with the standard.

Combination of Advertising And Marketing with Workflows: Considering that Lewis is currently looking after the advertising and also procedures departments all at once; it makes sense to incorporate both functions considering that she has been efficiently caring for both ends. The reality that the two divisions currently have significant distinctions over appropriation of sources recommends that this integration may be able to produce harmony especially as Lewis would certainly be heading both ends.However there are numerous negative aspects of this step especially as it would put way too much worry over Lewis's shoulders. The reality that Lewis has to adapt her management design for the advertising department recommends that these two departments would be culturally varied. Lewis may not be able to use one kind of management style to both departments which might result in inefficiency in either one of the two functions.


An analysis of the three alternatives suggests that assimilation of marketing as well as operations would certainly not be a possible step due to the substantial differences between the 2 departments regardless of the fact that currently Lewis is managing both. While splitting up of the production function may have been a desirable action for the advertising and marketing department, the fact that it would imply placing a third function under Lewis's wing implies this must be avoided.

Activity Plan.

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

Marketing and advertising functions would be merged.

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

Manufacturing feature will certainly stay component of advertising and marketing under advertising feature.

Lewis will certainly separate herself from procedures.

A democratic management design with staff member empowerment will be made use of in advertising division.

Open door policy as well as focus on cross departmental communication will certainly be targeted at eliminating dissonance.

Backup plan.

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