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 condition and retired Director of Mountain West Customer Service Department. Her motto continuously put yourself in the subscribers shoes. In her time, in that respect were only 10% turnover rates in the department comp bed to the regular 25% to 45% rate for customer avail representative. She firmly resisted each attempts to increase efficiency and lower berth cost in the department where salaries accounted for destination 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 personal line of credit administration. The caution tasked him to bring down the cost on the department. Under Mr. Erick, the company, for the setoff time measured the representativ es surgical operation and used software that generated automated do work schedules based on historical information and projected need. Also, the company ablation 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 than complaints from subscribers of inaccurate information from inexperienced or representative who sounded rushed.b. KEY PROBLEMSHow Mr. Quinn go outing address the issue of low morale among the employees in the customer service department and its high turnover rate, eon keeping and meeting the aspiration 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 abet the morale of the employees and to reduce turnover rate from 30% to 10%. psychoanalysis OF CAUSESA. Analyzing the leaders and man agement course of Ms. Evelyn and Mr. Erik, including their strengths and weakness, and their source of formMS. EVELYN GUSTAFSONMR. ERIK RASMUSSENBehavioral apostrophizePeople Oriented financial aid to flockTask Oriented attention to taskLeadership GridCountry Club Management attentive attention to the need of pack for satisfying relationships leads to a comfortable, friendly memorial tablet atmosphere and work tempo Authority-Compliance Management Efficiency in trading operations terminations from arranging conditions of work in such a way that serviceman elements interfere to a minimum degree. StrengthConsideration and motivation of the take of her subordinates, a happy work environment as a result of her good interpersonal relationship. Valued the interest and personal development of her subordinates. center on on productivity and efficiency in the turn overment of constitutional goals. weaknessUncontrolled cost in her department result of excessive flexiblene ss and too much revolve about on employees personal concern. Inability to lose it the internal culture, less concern of his subordinates personal development, interest and necessarily. Source of influenceLegitimate power function granted from a formal management position in the organization. Reward power stems from the authority to bestow advantage on other masses. Referent power comes from an individuals personal characteristics that command others identification, respect and admiration. Legitimate power and Coercive power refers to authority to punish or recommend, and the opposite of reward power. Leadership of Ms. Evelyn She is focus 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 contact 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 universe a manager, she has access on giving rewards e.g., flexible scheduling, frequent breaks, offering spile 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 leading views that employees are only tools in accomplishing task. Source of influence from the original power expiren to him by management, he ensure to get things done, and with the accomplishment he got support from the top management.B. It is also important to note the fashion 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. Dependent uncritical psyche does not consider possibilities beyond what he or she is told, does not impart to the cultivation of the organization, and accepts the supervisors ideas without thinking.DEVELOPMENT AND SELECTION OF ALTERNATIVES (ADVANTAGES AND DISADVANTAGES)ALTERNATIVESADVANTAGESDISADVANTAGESTo recommend Mr. Erik to a particular leading 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 in some way take time, as leadership style cannot be acquired overnight.To give Mr. Erik some other(prenominal) task to accomplish to promote strategies that would increase efficiency and effectiveness of his people and at the same time minimize turnover rate. Being a task oriented 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 acting their tasks, give them elbow room on how they will accomplish their task, give them opportunity to grow, and give them a set period to accomplish it. Employees would befool greater sense of responsibility with their involvement and commitment on the task. amplification motivationContributes high moraleLow turnoverHigh performanceManagement may lose control on employeesRECOMMENDATIONS/CONCLUSIONRecommending conclave of pick 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 spoilt 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 himself 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 grant 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 absent to her people some precious personal things e.g., cellphone, bags, shoes, clothes.Authentic Leader she show up high level of passion and commitment, leads with her heart, have compassion for others, have the bravery to make difficult decision, she loves to be surrounded by good people and contribute to their growth. She is never 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 scholar.