problem solving (5) in class

Step 1: Define the Problem

There is a lack of communication at HSS, management needs to communicate with Natalie in a way that can be productive. There is confusion with what Natalie’s job description really is and this is creating a stressful work environment for Natalie because her two superiors are frustrated with her lack of productivity in their eyes.

Step 2: Gather Data (8 facts)

Natalie Maclachlan was a part of The University of Western Ontario’s honors business administration program (HBA).

Hospital Software Solutions (HSS) was founded in 1999 by 10 University of Ottawa software engineering classmates

Maclachlan had interviews with the vice president Derek Chow, manager Marcus Nardi, and vice-president of human resources Allan Densmore.

After accepting the job, she was asked to begin her job two months earlier (May 2005) than what was stated in her contract (July 2005).

On July 1st, Natalie arrived at HSS headquarters and was excited to begin her first day.

She was told her manager, Marcus Nardi, was fired three weeks earlier

Chow believes that Natalie’s Data entry techniques are not up to company standards and that she is responsible for the flaws within the software.

April Worthington made a phone call to Natalie discussing why she was working from home and not at the office.

Step 3: Certainties (3 of them)

Hospital Software Solutions (HSS) was founded in 1999 by 10 University of Ottawa software engineering classmates

Chow believes that Natalie’s Data entry techniques are not up to company standards and that she is responsible for the flaws within the software.

April Worthington made a phone call to Natalie discussing why she was working from home and not at the office.

Natalie was not trained upon starting at Hospital Software Solutions (HSS).

Step 3: Uncertainties (3 of them)

1. Chow and Worthington each have their own view on what Natalie’s responsibility at work is, this is causing chaos for Natalie at work.

1. Natalie should have interviewed at other companies, she may have been happier with another company.

1. Natalie needs to have a meeting with Chow and Worthington to clear things up, or leave the company and risk her reputation.

Step 4: Develop Scenarios from the Uncertainties (3 of them)

1. Natalie meets with Chow and Worthington in order to discuss her job title.

1. Natalie decides to leave Hospital Software Solutions and look for another job.

1. Natalie continues to ignore the miscommunication and allows the work to pile up on her desk.

Step 5: Scenario Planning

Natalie meets with Chow and Worthington in order to discuss her job title and what her responsibilities are with HSS. This will allow her to decrease the workload that is being placed upon her by both managers. The plan also will allow her to remain employed at HSS which will keep her reputation intact.