Mountain West Health Plan Case Analysis Essay

PROBLEM STATEMENTa. FACTS OF THE CASEMountain West Health Plans, Inc. Denver-based health insurance company Martin Quinn Senior Vice-President for Service and Operations Evelyn Gustafson Former and retired Director of Mountain West client Service Department. Her motto always put yourself in the reviewers shoes. In her time, there were only 10% turnover rates in the department compared to the typical 25% to 45% rate for guest armed service representative. She firmly resisted all attempts to increase efficiency and lower cost in the department where salaries accounted for close to 70% of the budget. Erik Rasmussen newly hired Director of Customer Service, the replacement of Ms. Evelyn. He is a young man in his late twenties with a shiny new bachelors degree in business administration. The management projected him to bring down the cost on the department. Under Mr. Erick, the company, for the first time measured the representatives performance and used software that generated automated change by reversal schedules based on historical information and projected need. Also, the company cut back on training. The department cost was finally heading downward, though department morale was downward, with the current turnover rate climbing at 30%. Also receiving more complaints from subscribers of inaccurate information from inexperienced or representative who sounded rushed.b. fall upon PROBLEMSHow Mr. Quinn will address the issue of low morale among the employees in the customer service department and its in high spirits turnover rate, while keeping and meeting the conclusion of the company to increase efficiency and lower the cost incurred in the department?KEY OBJECTIVESTo meet the company goal to increase the efficiency of the customer service department and lower its cost. To uphold the morale of the employees and to reduce turnover rate from 30% to 10%.ANALYSIS OF CAUSESA. Analyzing the leadership and management style of Ms. Evelyn and Mr. Erik, includ ing their strengths and weakness, and their source of setMS. EVELYN GUSTAFSONMR. ERIK RASMUSSENBehavioral ApproachPeople Oriented attention to battalionTask Oriented attention to taskLeadership GridCountry Club attention Thoughtful attention to the needs of spate for satisfying relationships leads to a comfortable, friendly organization atmosphere and work tempo Authority-Compliance Management Efficiency in operations results from arranging conditions of work in such a way that human elements interfere to a minimum degree. StrengthConsideration and motivation of the needs of her subordinates, a happy work environment as a result of her good interpersonal relationship. Valued the affaire and personal development of her subordinates. Focus on productivity and efficiency in the accomplishment of organizational goals. WeaknessUn concurled cost in her department result of excessive flexibility and too much think on employees personal concern. Inability to analyze the internal culture, less concern of his subordinates personal development, interest and needs. Source of influenceLegitimate power authority given from a formal management position in the organization. Reward power stems from the authority to bestow reward on other people. Referent power comes from an undivideds personal characteristics that command others identification, respect and admiration. Legitimate power and Coercive power refers to authority to punish or inspire, and the opposite of reward power. Leadership of Ms. Evelyn She is centralise on people, highly concerned on the needs and interest of her people. She believes that when people are happy, contented and comfortable they will work hard to accomplish the organization goals. She sees that it is easy to gain the support of people, when its leaders fosters respect andfair treatment, considers their needs and interest, and shows trust in them. Source of influence From the authority of being a manager, she has admission cha rge on giving rewards e.g., flexible scheduling, frequent breaks, offering plenty of trainings opportunities. She used this to gain influence on her people.Leadership of Mr. Erik He is more concerned on the accomplishment of goals rather than people. He believes that employees needs plays secondary to the need of effective and efficient work places. His type of leadership views that employees are only hawkshaws in accomplishing task. Source of influence from the legitimate power given to him by management, he ensure to get things done, and with the achievement he got support from the top management.B. It is to a fault important to note the Style of Followership of the subordinates of these bosses, to further analyze the existing concern of the department. The employees in the customer service department could be describe as a. leechlike uncritical thinker does not consider possibilities beyond what he or she is told, does not contri scarcee to the cultivation of the organizatio n, and accepts the supervisors ideas without thinking.DEVELOPMENT AND SELECTION OF ALTERNATIVES (ADVANTAGES AND DISADVANTAGES)ALTERNATIVESADVANTAGESDISADVANTAGESTo recommend Mr. Erik to a particular leadership training that would develop his leadership skills. He will be more effective leader as he develops an synergistic leadership style. Measurement is reduction of turnover rate in his department. It would somehow take time, as leadership style cannot be acquired overnight.To give Mr. Erik another task to accomplish to resurrect strategies that would increase efficiency and effectiveness of his people and at the same time minimize turnover rate. Being a task point leader, Mr. Erik will ensurethat he will accomplish this task, which will make him realize that he would attain it by being concern on the interest and needs of his people. If Mr. Erik will take it another way around, he might insist on his authority to accomplish the new task.Job Enrichment giving employees control on the resources in performing their tasks, give them elbow room on how they will accomplish their task, give them opportunity to grow, and give them a set menstruum to accomplish it. Employees would have greater sense of responsibility with their involvement and commitment on the task. Increase motivationContributes high moraleLow turnover advanced performanceManagement may lose control on employeesRECOMMENDATIONS/CONCLUSIONRecommending combination of selection 1 and alternative number 3 Job Enrichment, this alternative would be more effective, than the existing statistical standards that emphasized speed, recording the customer service calls, using of software to generate automated work schedules. This will promote high morale, as you will be considering people big part and contributor in the accomplishment of task and not as a tool only. While at the same time, Mr. Erik undergoing a leadership training to enhance his people skills, being young, he is more focus on promoting hi mself as achiever. It is but typical to young professional, but as he goes along, he will start to develop his leadership style with balanced skills on both people and task.WORKPLACE APPLICATIONIn my company, I observed different styles of leadership. The most prominent in my heart, is the leadership style of my immediate boss. She is woman, her immediate subordinates are both male, I agree on the women rated higher almost in all aspect in leadership ability as shown in Gender differences inleadership behaviors.I also described her as follows with the following situations that she exhibits as a leaderServant Leader she fosters selflessness to serve both people and organization. Her personal vision to have one million employees, she even gave away to her people some precious personal things e.g., cellphone, bags, shoes, clothes.Authentic Leader she demonstrate high level of passion and commitment, leads with her heart, have compassion for others, have the courage to make difficult decision, she loves to be surrounded by good people and contribute to their growth. She is neer after on any merit or credit, she preferred it be given to her people. She always treats trainings and development of her people as investment. She sends me here as full(a) scholar.