Spring

15

Oasis Health Care Centre Ms.

Daw
Prepared by Jane Nguyen

362 Little Bourke St, Melbourne VIC, 3000

Table of Contents
Executive Summary.............................................................................................................................3
1. Problem Identification and Analysis..............................................................................................4
2. Statement of Major Problems Three major problems have been identified:..................................6
3. Generation and Evaluation of a Range of Alternative Solutions.................................................6
3.1 Employee Dissatisfaction.......................................................................................................................6
3.1.1 Change the salary/overtime policy back to former............................................................................6
3.1.2 Bring back the old Ladies Lounge................................................................................................6
3.1.3 Allow for decentralization.................................................................................................................7
3.2 Communication Issues...........................................................................................................................8
3.2.1 Hold Weekly Meetings......................................................................................................................8
3.2.2 Employee Survey..............................................................................................................................8
3.2.3 Retrain Ranjith..................................................................................................................................9
3.3 Leadership Problems.............................................................................................................................9
3.3.1 Re-hire a new Food Service manager................................................................................................9
3.3.2 Retrain Ranjith..................................................................................................................................9

4. Recommendations..........................................................................................................................10
4.1 Employee Dissatisfaction.....................................................................................................................10
4.2 Communication Issues.........................................................................................................................10
4.3 Leadership Problems............................................................................................................................11

5. Implementation...............................................................................................................................11
Works Cited........................................................................................................................................12

Executive Summary
Oasis Health Care Centre
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1. Problem Identification and Analysis

1.1 Inflexible Organisation Structure
This is evident from the approach Ranjith adopts when he starts his job as a food services manager.
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From his experience as an Army cook helper, he believes that a more formal work system is
needed rather than the informal work system that was currently in place. He believes that his formal
approach was effective in this situation, with the experience he had in his army days and how
quickly the workers there adjusted. This form of management was not able to account for the
existing organisational structure and culture, the distress caused by the loss of a former employee,
not allowing them the time to adjust in the change in management and the new work system. The
contingency theory states that all organisations are different, that they all face varying situations
and all need differing methods of management (Robbins, Bergman, Stagg, & Coulter, 2015).
Although it is evident that Ranjiths regimented managerial approach was successful, his
experience in the army, it was not evidently successful in Oasis Health Care Centres case. Cynthia
did not use regimentation, because she felt it was unnecessary and unfair, and things always
ran smoothly.
Ranjiths managerial approach seemed to be efficient, the food was still of good quality, no one
had resigned, how ever it was obvious that employees were very dissatisfied with their work
environment.

1.2 Employee dissatisfaction

The employees value interpersonal relationships, although they were concerned with the work they
seemed to value their friendships and coffee break with greater importance. The family atmosphere
had disappeared under Ranjiths management; some workers had stopped helping each other during
busy work periods, resulting in food items not being ready on time. The changes made to the work
structure had caused very obvious dissatisfaction amongst employees.
The Three-needs theory proposed by McClelland, states that there are three non-innate needs that
need to be fulfilled achievement, power and affiliation - are essential in establishing employee
motivation and in turn satisfaction (Robbins et al., 2015). The third need, affiliation, is the most
relevant in this case. Workers that have large affiliation needs are generally attracted to work
environments that involve warm and friendly relationships with their peers (Harrell & Stahl, 1984).
Without the family atmosphere, the workers job satisfaction decreased.
As suggested by Marius & Sebastiaan (2010), psychological empowerment increases an employees
sense of control and motivation to work. This proposes that employees working at the health care
centre show resentment and outrage when changes were made without their consultation,
because of the lack of control of their work system/ policy they have ever since Ranjiths
employment.
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1.3 Communication Issues

This is noticeable when Ranjith does not consult with the employees when he decides to rewrite the
formal job descriptions to include some of the responsibilities of the cleaners to the women in the
kitchen. This caused some resentment. Also due to the fact that he works alone in his office and
making no attempt to understand the occasional need to change the menus when staffs are left short
handed. Complaints are merely disregarded and ignored, and no attempt is made to investigate the
issues brought up to Ranjith. An example would be the situation between Mrs. Dalila Okonjo and
Ms. Dan Nguyen, when he decided it best to support Dan and only tried to soothe Dalila every time
she had answered a question.
Ranjith does not understand why employees are unsatisfied with their work; this is due to his
inability to properly communicate with the staff members. There is downward communication that is
occurring in this case, where information flows from the manager downwards to the employees
(Robbins et al., 2015) There is also a lack of informal communication, between Ranjith and the
employees, which would satisfy the need for social interactions and create a channel of
communication that is a lot faster and efficient.

1.4 Leadership Problems

Ranjith lacks the leadership skills to manage the employees at the healthcare centre.
The Fiedler contingency theory suggest that effective group performance of the followers, was
dependent on whether the managers leadership style matched the amount of control and influence
that was required. His inflexible approach, somewhat comparable to an autocratic style of
leadership, was not appropriately matched with what the health care workers were used to.
Autocratic style of leadership is described as a tendency for the centralisation of authority and
decision-making, limiting employee participation (Robbins et al., 2015).

2. Statement of Major Problems

Three major problems have been identified:
2.1 Employee Dissatisfaction
2.2 Communication Issues
2.3 Leadership Problems
These problems must be solved first before any of the other problems can be addressed. Ms. Daw
will find that once the above problems are solved the work environment will improve.

3. Generation and Evaluation of a Range of Alternative Solutions

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3.1 Employee Dissatisfaction

3.1.1 Change the salary/overtime policy back to former

Overtime should be paid for, even if it is less than one hour and not approved by Ranjith in
advance.

Advantages:

Employees will be motivated to work harder and longer hours, if they know they will be

compensated for the extra work they do accordingly.

Work will be always completed.
It is a lot fairer, in comparison with the current overtime policy.

Disadvantages:

It will be more costly towards the organisation.

May induce slacking (lower job performance), in that employees will take longer to complete
tasks in order to get overtime pay.

3.1.2 Bring back the old Ladies Lounge

The Ladies Lounge should be brought back to its original location in the work area.

Advantages:

The former location is a lot more convenient for the women, because they were able to check

on food.
The employees are able to take breaks, and work load is spread out fairly. Employees will not

have added tasks.

Boost work place morale and allow for more socialization, as they are going through a

difficult time.
Will improve the workplace environment re-establish the sense of family workers had
with each other. As a result, increasing job satisfaction.

Disadvantages:

No distinct line between breaks and work times, may be inefficient when it comes to deciding
salary.
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Work place may become too relaxed as a result, and performance will suffer.

3.1.3 Allow for decentralization

Give employees the ability to voice their opinions and influence the decisions made by
Ranjith.

Advantages:

Employees are more likely to be satisfied with work because they are involved in the decision-

making.
Complaints will be minimal.
Develop stronger interpersonal relationships with peers and Ranjith.
Employees more inclined to follow policy if they had made contributions to it.

Disadvantages:

Time consuming.
Can cause conflict between employees if there are differing views expressed in the decision-

making.
Employees opinions may not be reflected in Ranjiths decision making, he ignores all of their
suggestions.

3.2 Communication Issues

3.2.1 Hold Weekly Meetings

Hold weekly meetings to encourage conversation between all of the employees and
management, and further develop interpersonal relationships.

Advantages:

Employees are able to communicate their concerns with Ranjith.

Encourages feedback from both sides.
Understanding and listening to each other.
Develop interpersonal relationships.

Disadvantages

Time-consuming/ costly the time used for meetings held could be used for production of
food.
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Employees may not be willing to turn up.

Ranjith may be unwilling to listen to suggestions or feedback.
Meetings may be used as an avenue of attacking each other, rather than providing constructive
criticism.

3.2.2 Employee Survey

Surveys held on half-yearly basis, providing feedback on the work system.

Advantages:

Provides feedback.
Anonymous/ privacy is protected.
Employees are able to communicate to Ranjith.

Disadvantages:

May not provide enough detail.

Ranjith may ignore any feedback.
May not a good measure of employee satisfaction.
Time consuming and costly.

3.2.3 Retrain Ranjith

Retrain Ranjith to be able to communicate effectively to his employees

Advantages:

Ranjiths communication skills will improve.

Will result in improved communication between workers and Ranjith.
Efficiency will improve.

Disadvantages:

May be time-consuming.
Ranjiths skills may not improve.

3.3 Leadership Problems

3.3.1 Re-hire a new Food Service manager

Rehire a different manager in place of the current.

Advantages:
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Employees will be happier to work in the work environment they have become accustomed to

by former management.
Job satisfaction, and work environment will likely increase if the right replacement is found.
Workers will be willing to work hard and long hours again.
Can be faster than retraining current manager.

Disadvantages:

Time consuming and money inefficient, to find a new and right replacement.
Employees may need to readjust to change in management.
Will cause resentment from Ranjith.

3.3.2 Retrain Ranjith

Retrain Ranjith, in order for him to improve his communication and interpersonal skills with
his employees.

Advantages:

Employees will be more satisfied with the outcome, if training is successful.

The work environment will improve, as a result efficiency will increase.
Will improve Ranjiths leadership skills.

Disadvantages:

Costly and time-consuming process.

Ranjiths skills may not improve as a result from the training.

4. Recommendations
4.1 Employee Dissatisfaction
The relocation and re-establishment of the Ladies Lounge in the work space and the allowance of
a more decentralized organizational structure should be taken under consideration in order to solve
the problem of employee dissatisfaction the organisation faces. Salary/overtime policy is not integral
to job satisfaction, as it is classified as a hygiene factor by Herzberg. This means that even if this
factor is satisfied it does not necessarily make the job more satisfying (Robbins et al., 2015)
By bringing back the Ladies Lounge to its original location, it gives the employees a chance to
socialize and re-establish the family atmosphere they need during a hard time. The need for
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interpersonal relationships with peers is classified as a third need in the Three-needs Theory
proposed by McClelland (Robbins et al., 2015). Once this need is satisfied, workers are more
motivated to work, and in turn are more satisfied with their jobs.
Allowance of decentralization, which increases the employees participation in decision-making, will
increase job satisfaction (Yoder & Eby, 1990). However, Yoder & Eby (1990) also found that it is
dependent on the level of participation in decision-making the workers are willing to take, as they
established in their studies on technical workers in Swaziland. In this case the obvious resentment
and outrage shown by employees at the health care center evidently show that they are willing to be
open to decentralization. Consequently, from the implementation of these solutions, employee
satisfaction will likely increase.

4.2 Communication Issues

The implementation of weekly meetings is essential in solving this issue.
The meetings will provide an opportunity for employees and Ranjith to assess and provide both
negative and positive feedback to each other. This will also allow employees to develop an
interpersonal relationship with Ranjith, and allow everyone to listen and understand each other. This
can improve overall employee performance, because information is spread a lot faster and efficiently
(Robbins et al., 2015).

4.3 Leadership Problems

The retraining of Ranjith is a solution to this problem.
With appropriate training, Ranjith will be able to improve his skills in communication, and become
adaptable to a different work environment he is not accustomed too. A democratic approach should
be learnt, where the participation of employees in decision-making is encouraged, delegated
authority and feedback used (Robbins et al., 2015). The results of the University of Iowa study
indicated that this style of leadership was most effective, however results were more consistent when
it came to employee satisfaction and they were higher in comparison with the autocratic style.
( Robbins et al., 2015)

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5. Implementation
Who

What

Ranjith
and
Ms.
Daw

Ranjith

When/Where

How

Cost

The relocation
As soon as possible, in the
and rework place.
establishment of
the Ladies
Lounge in the
work space

Move furniture
from upstairs
toilet block to the
employee work
place.

Time, no
obvious
monetary loss.

Allowance of
decentralization
let employees
participate in
decisionmaking process

Organize
appropriate time
for all employees
and Ranjith to
me.et

Time, no
obvious
monetary loss.

During the next weekly

meeting scheduled

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Ranjith

Weekly
meetings

In the meeting room/

workplace, during a
designated time decided
before hand

Organize
appropriate time
each week to meet

Time, no obvios
monetary loss

Ms.
Daw

The retraining
of Ranjith

Outside of the health care

centre, during the work
week

Enrol Ranjith into

a training
leadership course.

Cost of finding a
temporary
replacement,
cost of sending
Ranjith to
training.

Works Cited
Harrell, A. M., & Stahl, M. J. (1984). McCLELLAND'S TRICHOTOMY OF NEEDS THEORY
AND THE JOB SATISFACTION AND WORK PERFORMANCE OF CPA FIRM
PROFESSIONALS. Accounting, Organizations & Society , 9 (3), 241-252.
Marius, W. S., & Sebastiaan, R. (2010). Psychological empowerment, job insecurity and employee
engagement. SA Journal of Industrial Psychology , 36.
Robbins, S. P., Bergman, R., Stagg, I., & Coulter, M. (2015). Management (7th ed.). NSW:
Pearson Education Australia.
Yoder, R. A., & Eby, S. L. (1990). Participation, job satisfaction and decentralization: the case of
Swaziland. Public Administration & Development , 10 (2), 153-163.

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