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MNA 2345 – Principles of Supervision Team Project
Program Learning Outcome 4: Apply effective leadership and team building skills to create dynamic business partnerships and networks.
Overview of Team Project:
· Each team of at least three students will complete a project on the topic below.
· The team project will be graded on content, analysis, research and how well the team works together to achieve the assigned objectives.
The Project – Background
You have just been hired as the new Customer Service Team leadership team for Techco Incorporated. Techco sells electronics and services them. You were hired as a result of a shake-up. The previous leaders were all fired because internal morale was horrible, customer service representatives were leaving in droves, customers were defecting to competitors and profits had begun to slide. The other big problem customers complained about was that customer service representatives did not seem to know the products they sell, they were rude and did not return calls or solve problems. Senior Management decided that the concern is serious enough that they need to fix the problem. The word on the street was that the company would not last due to all the problems with customer service issues.
You (the leadership team) were hired because you have a great reputation to come into a problem situation, analyze the issues, and take decisive and smart action to fix problems, reassure customers and get the business back on track.
Your Task
Put together a proposal/plan to turn around this serious business problem. Describe how you would tackle the improvement plan. Make sure you address the following areas:
· Staffing
· Training
· Rewards
· Customer Communication/Public Relations
· Communication
· Performance Monitoring
Management asked the project team to present the recommendation along with a high-level implementation plan for their approval.
Requirements for the Project
Specifically, the team is required to write a bullet-point presentation, as follows:
· Every team member is required to participate in the team project
· Identify who on the team will play what roles on the team.
· Pick a leader
· Provide an overview of how you brainstormed different options
· Use techniques or best practices from other organizations who provide excellent customer service (name the companies)
· Indicate how you arrived at the recommendation (what group/team process you used to get there (consensus, groupthink, etc.)
· Describe the recommendation
· Lay out a simple plan and timeline
· What decisions do you need to be made and by whom to move forward with the plan?
· Cite sources for your research/benchmark ideas
4
Team Project Rubric
Student Name: Date: _______________Course: _______________
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Criteria |
5 Excellent |
4 Good |
3 Satisfactory |
2 Fair |
1 Poor |
Points Earned |
|
Project Goal(s) Does the team completely understand team assignment and do all team members seem fully committed and engaged and accountable for results? |
Entire team understands assignment. Members are committed to results.
|
Most members understand and are committed to results. |
Some members understand project goals and work to engage others.
|
Few members understand and are committed to project goals.
|
Very little understanding of project goals and team collaboration. |
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Team Development Has team initiated activities to bond, build team spirit and work effectively? Are roles and responsibilities are clear? Is team functioning at the Performing Stage - solving problems, making decisions and meeting assigned goals? |
Team meets/exceeds all criteria. Team functions at Performing stage. Effectively meeting assignments Productive discussion and mutual respect.
|
Team meets criteria. Members function at Norming stage... Roles are generally understood. Meeting some assignments
|
Team moving between storming and norming. Team grapples with role definition. Conflicts exist. Meeting few assignments
|
Team is in storming stage. Functioning as individuals asserting their roles. Needs intervention to move forward
|
Members are not functioning as team. Instructor actively coaches and re-constitutes team to achieve objectives |
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Leadership Has a leader been assigned? Is the leader motivating and keeping the team productive? Is the leader managing conflicts, using all expertise on team? Is progress toward end goal measured and shared?
|
Roles clearly assigned. Leader sets clear directions and encourages openness. Leader encourages brainstorming and ensures progress. |
Leader assigned. Other roles still in flux Leader making progress to motivate and engage team. |
Roles are being formed. Leader assigned but not using all talents and motivating the team to work together.
|
Minimal progress. Leadership is not clear. Members still trying to work together. |
No clear leader assigned. No measurable progress on project goals |
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Team Decision Making Is team using consensus approach to decision making? Did the team discuss, analyze and use critical thinking skills to arrive at recommendations. |
Completely utilized consensus decision-making. High level of collaboration. Apply higher-level thinking and analysis. |
Mostly used consensus. Most team members engaged in discussion and analysis. |
Not using consensus. Minority made decisions. No use of critical thinking skills |
Groupthink dominates. 1-2 persons came up with ideas and made decision. |
There is no evidence of team decision-making process. Does not use critical thinking skills. |
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|
Project Plan Did the team complete a project plan with key milestones and assignments? Do all team members commit to the plan? |
Completed project plan and timeline with critical steps. Completed project in line with plan. |
Completed several steps toward a project plan |
Incomplete project plan; tasks are performed ad hoc. |
Minimal progress toward project plan. |
No project plan |
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Communication Does team operate in climate of trust? Are ideas shared freely, brainstorming encouraged? Does team leader encourage collaboration? Forms relationships that endure beyond project assignment.
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Team communicates very effectively; Shares ideas and collaborates. Forms relationships with class. Viewed as leaders and collaborators by peers. |
Communicates somewhat effectively. Share ideas and collaborates on project; not much interaction beyond assignment |
Communicates in broad terms. Not consistently focused on essence of project goals.
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Ineffective communication. Does not use brainstorming and collaboration effectively |
Poor communication. Intervention needed to keep team on track. |
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Team Report Presentation is well written and delivered. Addresses assignment instructions. Entire team demonstrates knowledge and accountability in presentation. |
Team meets/exceeds criteria; continues to function as high-performing team. Builds relationships. Partners effectively beyond assignment. |
Team meets most of the criteria; most team members engaged in presentation. |
Most team members present and seem committed to outcome. Others are not totally engaged. |
Team partially meets standard. Presentation does not appropriately address assignment |
Team fails to meet criteria. |
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Instructor Comments
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Total Points Earned: |
