ADMG 372

Organizational Change case analysis scenario, worth fifteen (15) points: 2 pages minimum, double-spaced, 12-pt. font. Due 3/9.

Ok, here's the sifuation. A leader oversees a reception area as an integral part of his/her

operations. In reviewing the client satisfaction surveys during the last year, the leader finds that earlier in the year the satisfaction levels were adequate, while later in the year client satisfaction levels with the reception services plummeted significantly, and continue to suffer.

Due to the retirement of a skong-willed'(a bit low on the Big 5- agreeableness/tact, and openness to experience/inquiry), long-term receptionist a new receptionist was hired. The newly hired receptionist received a very thorough kaining that included some mentoring by the retiring receptionist.

The new person is viewed as having a very high EI (EQ) and possessing excellent scores on the Big 5 (including being open to inquiry, exkaverted and intuitive-MBTl :ENFP). The timing of the new hire coffesponded to the poor satisfaction levels. The other long-term receptionists are viewed as big time I's, S's, and f's, wlth too many single-loop tendencies,'and a tendency to be very "closed to inquiry."

When the current team of receptionists reviewed the newly poor satisfaction surveys, the old guard reieptionists immediately demanded more baining for the new person, and blameh both her, and a peiceived increased work-load and the resultant stress on the team as the "obvious causes" of the diminished client satisfaction. In addition, they (the old-guard) believe they are now short-staffed, because of their stress, and now want you to hire another receptionist. Of course the new hire is devastated, confused, and is considering resigning. To you, the old guard people are sounding like a bunch of victims.

Perspective: Knowing that the service delivery environment needs to change, tlis

smart leader decided to first look at the sifuation using the four frames. Also, the leader, from a team deoelopment perspectioe, should integrate the possible impact of the introduction of the new receptionist into the team, as a part of the analysis. You, being that leader, believe in "transformational leadership."

Grading rubric: Using both the/our flames, and Kotter's steps for managing change as

your outline, please: 1. Describel analyze, vtathefour frames, what is probably going on relative

to the organization/followers (minimum one page-7 points). 2. What would you like to do (use Kotter's steps 1.-4), and how would you

do it? (minimum one page- 8 points)

Feel free to discuss any theory or combination of theories (Big 5, Emotional lntelligence, power, politics, team development stages, victim theory, etc.) as an augmentation to the four ftameslKotter.