‘

‘‘

‘
‘
‘‘

‘
‘
‘
‘
‘
‘
‘
‘
‘
‘


‘‘
ڑ ב‘‘‘
ڑ ‘
‘‘
ڑ ‘‘
ڑ ‘‘
‘
‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘
‘ ‘‘
‘
‘
‘
‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘
‘
‘
‘
‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘ 

‘

‘
‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘‘!"‘‘‘‘

c
P ag e

This case is about Golden Plaza hotel which is situated in San Francisco. This case basically
revolves around a person named Sandra Wilford who is recently promoted to Golden Plaza
hotel as a General Manager of Golden plaza Hotel. She previously working at another hotel
named ͞Denver Hotel͟. The working activities of Denver hotel is based on team work. Basically
employees of the hotel form teams to perform their various tasks. As Sandra Wilford was
working there in that environment so she was very good in team working and building skills and
this was the main of bringing Sandra to Golden Plaza hotel. The previous manager at Golden
plaza hotel was struggling with his bad policies and the result of his bad policies was high
turnover among the employees and decline in the market share of the hotel. There was an
environment to distrust between the management and the employees, the employees were
becoming reluctant to act as a team player. The policies of the previous manager were not in
the favor of the employees which created distrust and resulted in people running away from
team work.

Sandra held a meeting with the top management and all manager of the hotel to find out the
reason that why employees are refusing to work as a team. While reviewing her notes of the
meeting she came to know the following reasons,

[‘ ~ 
    ~  
  

Some female employees are having the problem of taking care of their children during the
working hours. Some of the employees are having other outside commitments which don͛t
allow them to stay extra time in the office.

[‘       

Some of the employees are illiterate, they don͛t know how to interact with other team
players and in case of conflicts they don͛t have the problem solving skills.

[‘ · 

    

  

Some of the employees feel that the work they are doing at the time is too much
demanding that it don͛t allow them to get in other kind of stuffs. They are not basically
internally motivated towards their work and don͛t enjoy their work.

[‘           

Some of the employees don͛t feel easy in working along with other. They only prefer to
work alone and they feel that they can give their best while working alone.

G
P ag e
[‘   

The policies of the previous manager were so biased that it created an environment of
distrust among the employees and the management, this resulted in employees become
reluctant to act as a team player.

[‘ Î             

Some employees feel that if the team fails to perform its work then the whole responsibility
of the failure shall be on their shoulders.

  

ڑ åearn that building and developing successful teams requires efficient management
support

ڑ åearn the importance of the management in team building and managing process.

ڑ Împhasize on how creating teams effects turnover and market share of an organization

ڑ The role of teams in the improvement of the process

ڑ Împhasize on how creating teams improves the level of quality in an organization

ڑ Împhasize the importance of employee empowerment and involvement in decision

making and problem solving of an organization

ڑ åearn the importance of human resource management in employees productivity


 
ڑ What recommendation would you make to her to address the issue?


P ag e
 
[‘       

Sandra should increase the involvement of the employees in the work related activities
and in decisions to motivate them and to bring them at their best. Îmployees
involvement will help the employees to find out their best potential and to work with
that potential with a more creative way. The results of employee involvement would be

o‘ Develops skills and leadership abilities

o‘  ncreases morale and commitment

o‘ Fosters creativity and innovation

o‘ Helps people understand quality principles and instilling them into the
organization͛s culture

o‘ Allows employees to solve problems at the source

o‘  mproves quality and productivity

[‘ Î     

Sandra must empower the employees to increase their efficiency and productivity.
While doing a successful empowerment Sandra must train the illiterate employees
which are having the problem of skills like interpersonal and problem solving. She
should train these employees to enhance their skills which will automatically result in
more productivity of the team and the end result will be the achievement of the quality
for the whole organization.

Sandra should empower the employees in such a way that an environment of trust is
built between employees and the management, as stated in the synopsis there is an
issue of distrust between the management and the employees due to false policies of
the previous manager. So to eliminate this issue Sandra must empower the employees
in such a way that they feel easy with the management and feel easy working in teams.
An organization is a whole process in which it is important that all the involved players
should be satisfied so that they will perform at their peak. Sandra can only make them

A
P ag e
 satisfied by building trust. There should be an environment where the information can
be shared easily with the trust of being confidential.

[‘ Î   
   
  

Money is not the only motivator in the world we all know that, so Sandra must use both
the motivational techniques to enhance to motivation of the employees. She must
provide them different types of compensations on the basis of capabilities of the
employees and the on the basis of their performance. While talking in terms of non
monetary motivation she would give the employees recognition on the basis of their
performance and their out of the box capabilities. As stated in the synopsis of the case
that people feel that their job is too much demanding to do any additional work. The
only way to get these people in teams is to motivate them by both motivational
techniques. Both these motivational factors are keys to sustain the individual efforts on
track to achieve the quality throughout the organization.

[‘     

As stated in the synopsis of the case, one of the problems in forming teams is that
employees have a feeling that if the team fails to perform its work then the
responsibility of the failure would be given to them personally. To eliminate this hurdle
in forming the teams Sandra must initiate the performance appraisal for all team
members, so by doing this the working capacity of each member would be revealed and
it would be easy to judge the performances of all the members. Performance appraisal
will also help to provide feedback to the employees that where they are lacking in
promoting quality throughout the organization.  t will help in giving incentive, increasing
salaries and also promoting the employees to higher positions.

[‘            

   


[‘ Æ 
   

[‘     
  

]
P ag e
After doing all these things for the forming of teams Sandra must keep in mind to following
ingredients for successful teams

ڑ ~      

Sandra needs to come up with a clear mission, purpose and goals for the organization and
to communicate it to the employees.

ڑ     

Sandra needs to make sure all the material and resources which are needed by the team to
perform efficiently.

ڑ ~  

 

Sandra should make sure that all tasks are properly defined and everyone knows his role
properly.

ڑ ~  

While forming the team she should make sure that all the team members are conveying
their message in a clear manner.

ڑ x    

Sandra should make sure that there is environment to helping each other in the team and
all team members encourage each other to use effective skills.

ڑ Ñ


  
 

Team should use data as the basis for decisions and learn to reach consensus on important
issues.

ڑ x 
 
 t should be make sure that everyone is contributing his part in the team working.

ڑ Î  
 
 

Well defined ruled of what to do and what not to do must be established.

V
P ag e
ڑ       

Team members exhibit sensitivity to nonverbal communication, understand group

dynamics, and work on group process issues.

ڑ     

Sandra must make sure that the team is using structured problem solving processes which
will help them to solve the problem from the root cause.

x 
     
Sandra was promoted to Golden plaza hotel as a general manager to provide his skills regarding
the effective and productive formation of the teams. The hotel was already suffering e due to
the bad and false policies of the previous manager of Golden Plaza hotel. His policies were very
biased and were not in the favor of the employees which resulted into distrust between the
management and the employees. Due to this environment employees were de-motivated
which lead to employees becoming reluctant to be team players. Îmployees were not
motivated to do their work at their best so they were not enjoying the work. The previous
manager was lacking in human resource management and he was not applying a single
technique of HRM to motivate the employees to work in teams and to implement the principles
of total quality management throughout the organization.

   
‘

‘‘ 
‘ ‘
 
‘‘‘  ‘
 
‘
‘‘‘ ‘ 

m
P ag e

ڑ ~ommunicate the importance of each employee͛s contribution to total quality.

ڑ Stress quality-related synergies available through teamwork.

ڑ Measure employees satisfaction and effectiveness.

ڑ Reinforce individual and team commitment to quality with a range of rewards

and reinforcements.

ڑ ·obs design of work to promote organizational learning, innovation, and

flexibility with changing

ڑ Develop effective performance management systems, compensation, and

reward and recognition approaches.

ڑ Break down barriers among individuals, departments, and line and staff
functions.

ڑ Provide opportunities to individuals to solve problem that may not be able to

solve on their own.

ڑ Provide empowerment and more satisfaction to employees.

ڑ Train employees in both job-related and problem-solving skills.

~ 
At the end we would like to conclude that employees is the most important asset for any
organization, it is that competitive edge which can͛t be copied. So, if your employees are
satisfied it will lead to the satisfaction of the customer. For the satisfaction of the employees
management should initiate both monetary and non monetary motivational techniques. To
implement quality on every level of organization the management should give more and more
stress on building teams which will enhance the productivity and efficiency of the employees
and the end result will be quality.

M
P ag e