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Manage Change , Campus
Bookstore
Access
to information can be hindered by a firms procedures or by misinterpretation.
What
would you do to correct the situation in this case where a clerk denied the
bookstores request for an account ?
Exceptions
by senior administrators should always be viewed at. I would try to correct the
problem by writing a memo to all staff and faculty that would "educate
them" in the correct procedures for "changing things". I would
explain to them who the senior administrators are and document the phone
numbers and E-mail addresses. The complete University needs to have a meeting
in "whole" since the attitude of everyone (over 51%) is not rational
when it comes to communications. There are communication problems from
different operations and divisions. Every few months or as often as needed, an
actual face to face meeting needs to occur across different entities. My
preference is the meetings since as an instructor you know that manuals are not
the "best bet". As a supplement, the manual is better and probably
required. As the conclusion of the case admits, it was a communication problem,
once again. One last point, the players here seemed to have several
obligations.
Many
areas of an organization may rely upon a single information system.
How
would you insure that all areas affected by an information system are
represented in the design and use of it.
The
only way to optimize the "system" is for everyone’s desires and
concerns to be involved from the very beginning. System development using
several divisions can be a considerable undertaking. It is most likely that a
single or pair of individuals are not able to cover needs without something
being overlooked. As a project manager on such a task I would get "project
sponsors" from each department. I would interview as many as possible to
see exactly what I was working with. Face to face, mail-ins, meetings, as much
communication at the beginning as possible. This could then be narrowed down to
a manageable level. These "department sponsors" would carry the torch
and hopefully let me work at the upper level. These sponsors could possibly train
and grow into the new operation, making both the firm and themselves more
valuable.
The
publishers software estimates how many books are needed.
Should
a manager be allowed to modify or ignore this, explain.
If
this software is an algorithm and it comes from the publisher, I have a problem
with that.
Yes
the manager can override defaults, no generic algorithm can correctly decide
anything for all situations. I believe they are on the right track however. I
believe that an expert system is called upon here with the expertise of local
operators. This would allow local variations which the publishers system
probably does not employ. At the least it would give a second opinion and allow
inside expertise. Since "Business Schools" are looked on as leaders,
it is pertinent that they employ what they teach. This adjustment period could
last a few years if necessary and under certain situations.
Helen
was able to calculate the cost of over ordering of books.
How
do put a cost on under ordering ?
Anxiety
to all entities involved will be the price here. The student, instructors, book
store employees will all get bad attitudes and end up like this case begun. As
usual it took a women to help figure out the actual problem (ha ha) . This bad
attitude will cost thousands in lost productivity in the long run. Not
including the aging factor. I imagine that this factor (bad attitudes) can
bankrupt a corporation. The corporation which has great leadership and
excellent morale will surely finds itself among the top. One requires the other
for optimalbility.