Business Report for Zenova

Table of Content

1. Executive Summary

2. Introduction

2.1 Background

2.2 Action Details

3. Findings

3.1 Instruction and Training

3.2 Working Objective

3.3 Encouragement and Feedback

3.4 Support and Delegation

3.5 Career Development Advice

4. Conclusions

5. Recommendations

6. Reference

1. Executive Summary

Zenova is a multinational company which is based in Germany. Six months ago, the company decided to establish a project team to work on the global Customer Care Policy. At the same time, it assembled 250 staff drawn from different subsidiaries in Europe, America, and Asia to be team-members. The team has 12 managers who each manager 20 staff. Recently, some problems occurred between managers and the staff. To recognise the problems, the communications director sent out some questionnaire to invite some staff to express their feedback. According to the feedback, it was found that some management failures existed in the team. In order to solve the problems, we analysed all the findings and worked out some advices for senior management's further consideration.

2. Introduction

2.1 Background

A new project team was established six months ago. This project team is responsible for the global Customer Care policy implementation. The team has 250 staff draw from different area, including Europe, American and Asia. All of them were led by 12 managers who also came from different culture. Recently, the team encountered a critical problem about their internal management. Many staff was unhappy with the way they were being managed and the attitude towards jobs was negative. If the situation continues, the project of global Customer Care Policy would not be completed within the pre-sent schedule of tow-year period.

2.2 Action Details

Approach: To recognize the problems, our first step was to survey the staff by the way of questionnaire. We totally sent out 250 pieces of questionnaire which contained 11 closing questions to all team-members. Finally, we received 171 responses from them that was surprisingly 68% response rate we never expected. These data would help us work out the further solutions afterwards.

After receiving the responses of questionnaire, we then communicated with some staff over the phone. From the conversation, we found out more information about staff's actual feelings about their manager; we compiled and analyzed their comments as follows.

3. Findings

From the feedback received from the questionnaire, we summarized total 11 findings about staff's comment towards their managers. To better distinguish the most important problems from the mass, we prioritized them from the most important to less important for further discussion. In the following contents, there will be an introduction of the top 5 findings from the survey.

3.1 Instruction and Training

Around 80-90% of staff claimed that they have never been given instruction and training during working period. Some of them said they weren't told how to review customer's attitude towards the delivery service, or how big the study should be. Their managers provided no guidelines or suggestion to help complete the tasks.

3.2 Working objective

Over 82% of staff claimed that they seldom received the clear goals for the job from their managers. One staff said he has no idea of the project team's objectives; no one has ever told him anything. He's completely in the dark.

3.3 Encouragement and Feedback

Around 70-78% of staff didn't get the appreciation from managers, when they did very well. Someone even complained the manager never let her know if she was doing well. She had no idea what the manager thought of her. She didn't get any feedback, positive or negative.

3.4 Support and Delegation

In this team, the managers didn't