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• Facts and figures that define the problem (the cause)?
• Facts and figures that define the problem (the cause)?
Ten years ago, you started working as a clerk for DMD
Medical Supplies. Six months ago, Liz Jakowski, the human
resources director, promoted you to office manager. You
manage two employees: Jack Snyder and Ruth Disselkoen.
Your office provides secretarial support for the four members
of the executive team. Two years ago, Liz had assigned Jack
to support Ralph Alane and Jessica Hilo. Ruth was assigned
to Samuel Daley and Frank Daley. The work flow was
equally balanced.
You’ve noticed that in the last three months Ruth has cut her
breaks short to complete her work, complains of being tired,
and at least twice a month requires overtime hours costing
the company an additional $200 a month. In the last three
weeks, Frank Daley has complained to you a few times about
the poor quality of Ruth’s work.
On the other hand, over the last three months, Jack frequently
seems to have little to do. He has begun coming in late a
couple times a week and taking more than the allotted break
times. What work he does have, however, is always professionally
completed.
Clearly, you must investigate to determine what is causing
this change and how to improve the situation. Since nothing
has changed in the personal lives of either Jack or Ruth, you
conclude you must focus on the in-office work situation. You
learn the following facts:
• Samuel and Frank Daley share a part-time administrative
assistant who works only 15 hours a week.
• Ralph Alane and Jessica Hilo share a full-time administrative
assistant.
• Jessica Hilo has been on medical leave for the last four
months, and Liz Jakowski isn’t sure whether Jessica will
be able to return to work.
• Jessica’s duties have been temporarily reassigned to
Ralph and Frank.
Although you don’t have the authority to change the work
assignments of the two administrative assistants or the
executive team, you clearly need to change your office
assignments so that both Jack and Ruth work regularly
without requiring overtime.
1 answer