Posted by Vickie White on .
Ten years ago, I started working as a clerk for DMD Medical Supplies. Six months ago, Liz Jakowski, the human resources director, promoted me to office manager. I manage two employees: Jack Snyder and Ruth Disselkoen. My office provides secretarial support for the four members of the executive team. Two years ago, Liz had assigned Jack to support Ralph Alane and Jessica Hilo. Ruth was assigned to Samuel Daley and Frank Daley. The work flow was equally balanced. I've noticed that in the last three months Ruth has cut her breaks short to complete her work, complains of being tired, and at least twice a month requires overtime hours costing the company an additional $200 a month. In the last three weeks, Frank Daley has complained to you a few times about the poor quality of Ruth's work. Over the last three months, Jack frequently seems to have little to do. He has begun coming in late a couple times a week and taking more than the allotted break times. What work he does have, however, is always professionally completed. Now I must investigate to determine what is causing this change and how to improve the situation. Nothing has changed in the personal lives of either Jack or Ruth, I conclude I must focus on the in-office work situation. Samuel and Frank share a part-time administrative assistant who works only 15 hours a week. Ralph Alane and Jessica Hilo share a full-time administrative assistant. Jessica Hilo has been on medical leave for the last four months, and Liz Jakowski isn't sure whether Jessica will be able to return to work. Jessica's duties have been trmporarily reassigned to Ralph and Frank. I don't have the authority to change the work assignments of the two administrative assistants or the executive team, I need to change my office assignments so that both Jack and Ruth work regularly without requiring overtime. The following questions must be answered in my report.
How long has this situation been going on?
Why did the problems begin when they did?
Am I able to solve the problem at its root cause or am I only able to manage the impact of the problem?
Is this a temporary or permanent problem?
How has the company been affected?
How have the employees been affected?
What's in my power to change? What must stay the same?
What are two or three ways to improve the efficiency of my office?
How much work, time, and money would be required to implement each solution?
Does each solution stop all the negative effects?
Are there any benefits to the change beyond stopping what is occurring?
How exactly would each change affect Jack, Ruth, and the executive team?
What would I have to do to make sure each change goes through as planned and to monitor the situation once the solution is in place?
So I will need the facts and figures that define the problem (cause). Details that show the impact of the problem (effects) on Jack, Ruth, and the company. The steps needed to change the situation. Reason to implement each step, including the benefits to my employees, my supervisor, and the company. Information about my role in the change.