Short Paper

Process Performance Analysis

Mary Jones

WCM-610-X5383 Intro Org Conflict Mgmt

July 9, 2017

Process Performance Analysis

Introduction

Organizations face significant challenges in the activities of decision making, an aspect that utilizes the skills of the organizational decision makers to determine success or failure of business processes. It is due to this reason that all business organizations with highly skilled and experienced decision makers have a higher chance of success compared to other business organizations that are less effective in the activity of making effective decisions. Phone Systems Inc. is one of the organizations facing a significant challenge in making a decision that is likely to affect a large number of organizational stakeholders. The decision in question is determining the branch of the organization which will be dismantled to enable the organization to have all the resources and capability of establishing a new essential branch in India. With this understanding, therefore, the solution that is needed is one that will help in making the right decision on the best organizational branch to dismantle. The decision to the branch requires to be accepted by the organizational stakeholders and thus it is important to have an appropriate reason as to why the selected branch is the most appropriate.

Process to use in gathering data on the current situation

The process of making this decision requires being backed by data. The data can be collected using different methods and processes. With a clear understanding of the situation at hand, the required data should be concerning the different branches of the organization and the thoughts and preferences of the organizational stakeholders. This data can be collected through the processes of interviews, questionnaires, research and surveys within these organizations. Interviews, to begin with, will help in providing information regarding the effectiveness of different branches from their employees and customers. Questionnaires will help in collecting further information from the organizations, mostly from branch employees. This information can be utilized to determine aspects like employee motivation, which can also be important to consider. The research will help in providing information from within the branch. An example is the branch image to the customers. Surveys will help in providing information regarding the general organization, and thus through this method, the general opinion can be understood (Tierney, 2008).

Diagram of variables contributing to the conflict

The variables that are to contribute to the aspect of making the decision to the specific branch of the organization that is appropriate for dismantling in order to manage establishing he branch in India can be well represented in a fish diagram, which will provide a good view on each one of them and their relationship to the main decision that is to be made. The variables include the effectiveness of each branch, returns obtained by each branch, employee effectiveness of all organizational establishments, possible future improvement of each branch, the contribution of each branch to the general gains of the organization and the resources of each branch. The following diagram represents these variables more effectively.

Role played by the variables in developing corrective changes

Each one of these variables is used to obtain the required data to make the necessary recommendation for a decision to be made. Highly effective branches, for example, should not be considered for dismantling, since by so doing, the organization might incur a significant reduction in gains. Likewise, the organization should focus on the branches that have significantly fewer returns, those with less capability of improving in future, low general contribution to the gains of the organization and those with many resources that are not completely utilized. With this regard, therefore, each one of these variables will contribute significantly towards the process of attaining the required decision.

Analysis (mainly on the proposed solution) what are the root causes of the conflict?

The existing conflict emerges from the disagreement among individuals on the specific branch which the organization can afford to dismantle to manage to establish a new branch in India. Some people make different arguments with others, while a group of the organizational stakeholders simply support certain decisions without the use of data to back their explanations. Without using a common perspective to the organizational situation and the decision that is about to be made, it becomes extremely difficult for the organizational stakeholders to have a single branch as the preferred section of the organization to dismantle to manage to establish an effective organizational branch in India (Pettigrew, 2014).

If this were a live situation, what are some questions you would ask of the stakeholders (voice of customer) to pressure test your initial assessment of the probable root causes?

If this were a live situation, a question that I would ask of the stakeholders is whether all the organizational decisions being made are likely to benefit all the organizational stakeholders. I would proceed on to enquire about the welfare of all the organizational employees that were operating on the branch which the organization decides to replace with another one in India. This

Using the "Five Whys" process, include some additional questions you anticipate needing to ask as stakeholders answer your initial question.

Some additional questions that I anticipate to enquire about are whether the organization is ready to handle all other important and highly necessary decisions that might be required after the plan of dismantling one of its branches commence. The organization might, for example, be called upon by the public to place the employees that were operating in the organization which is to be dismantled in the rest of its branches. Another question that I would need to ask is whether the organization is willing to remain completely effective in its operations, without making the decision to revert its activities and maintain the previous organizational branch. These questions will provide me with clarity and understanding on the plans established by the organization and the specific aspects that the organizational stakeholders currently support (ASQ, 2017).

References

ASQ, (2017). The Define Measure Analyse Improve Control (DMAIC) Process: Quality Management. Retrieved from http://asq.org/learn-about-quality/six-sigma/overview/dmaic.html

Pettigrew, A. (2014). The Politics of Organizational Decision-Making. Hoboken: Taylor and Francis.

Tierney, W. (2008). The impact of culture on organizational decision-making : theory and practice in higher education. Sterling, Va: Stylus Pub.

Employee effectiveness

Branch returns over time

Branch

effectiveness

The decision to the best branch of the organization to dismantle

General contribution to the branch

Resource of each branch

Future improvement capabilities