Assignment Topic

Case study summary

Kirana, Melody, and Cinta is a large Malaysia legal firm. Among its staff are 22 data entry clerks
who work in the Word Processing Centre (WPC). Their job is to process the large volume of legal
documents produced by the firm's solicitors. WPC clerks are carefully selected and must have a
diploma or STPM with good passes in business subjects. When they join the firm they receive a
week of training in specialised legal documents, and extra training sessions are held regularly to
ensure they keep their knowledge up-to-date.
The firm occupies 10 floors of a new building in the centre of Malaysia. The WPC is located on the
35th floor and has wonderful views around the city and harbour. The centre is very well equipped
with excellent furnishings and a very pleasant staff room. The firm is able to attract good quality
workers because it offers above average wages and many other benefits. However, all is not well.
Senior staff and solicitors have complained to Kirana, the Managing Partner, that they need to check
the work of WPC clerks who work as relief secretaries, because of the frequent errors made. They
also believe that these workers are unreliable and lack initiative. Personnel records show that WPC
staff do not stay with the firm for very long, despite the opportunities for promotion.
None of the solicitors know the workers in the Centre very well, but all praise the hard work and
service provided by Mrs Adriana, the WPC supervisor, who has worked with the firm for over 20
years. Indeed, they tend to see the problem as the result of something wrong "with young people
today." When Mrs Kirana raises the matter of the WPC's problems, Mrs Adriana reacts a little
angrily. She defends her clerks, saying that despite the errors, they do complete a lot of work. She
admits that many of them find the job boring, as it mostly involves keying in information. The
clerks also, often come to work late, chat at every opportunity, and generally don't work too hard.
To stop this, she keeps a firm eye on them but she believes she can't be too hard or they will leave
the firm.
Mrs Adriana then explains the WPC system. The work to be done arrives from each solicitor and is
allocated to the clerks on a daily basis. To ensure they know what to do, she goes over each piece of
work with them before they do the job. When information needs to be clarified, Mrs Adriana goes
to the relevant solicitor herself and then passes the information on to the clerks. She collects the
output when the job is finished and returns it to the solicitors.
Her job however, also means she liaises with solicitors on other floors, so she is often away from
the Centre. Mrs Adriana agrees that the workers do not perform very well as relief secretaries, but
thinks this is because the work is more complex than they are trained to do. She says the solicitors
do not help the relief secretaries enough and expect them to know everything straight away.
When questioned, the WPC clerks say they like working for the firm and would like to earn
promotion, but find it hard to stay interested in a job that is so repetitious and boring. Most say they
get sick of seeing the same faces everyday as they are isolated on the 35th floor and have no contact
with other staff, except with each other and Mrs Adriana. After trying to improve efficiency through
the use of piped music - an experiment which fails Mrs Kirana turns to you, as an external
management consultant, for advice.

Assignment topic
TITLE : Internal Organisational Problems of
Kirana, Melody and Cinta, Solicitors
Prepared for Kirana
Managing Partner
By Effective Management Consultants
Table of contents
1 Executive Summary
1 Problem Identification and Analysis
1.1 The lack of motivation amongst the WPC employees
1.2 Mrs Adriana's leadership style
1.3 Insufficient communication at the firm
1.4 No teamwork exists in the WPC unit
2 Statement of Key Problems
3 Generation and Evaluation of a Range of Alternative Solutions
3.1 Solutions for motivating the WPC employees
3.1.1 Appoint a WPC employee to two solicitors
3.1.2 Have different levels of data clerks
3.1.3 Create goals for the WPC employee
3.2 Solutions for effective communication
3.2.1 Have regular meetings in each department and also between the different divisions
3.2.2 Have regular informal events for all employees
3.2.3 Develop non-identification questionnaires and discuss the findings
3.3 Solutions for providing effective leadership of the WPC employees
3.3.1 Fire Mrs Adriana
3.3.2 Have Mrs Adriana take a personal evaluation
3.3.3 Create a manager of the WPC
4 Recommendations
4.1 Increase Motivation amongst the WPC employees
4.2 Increase communication in the firm
4.3 Create effective leadership for the WPC employees
5 Implementation
5.1 Implementing motivation of the WPC employees
5.2 Implement effective communication in the firm
5.3 Implementing effective leadership of the WPC employees
References
Please use APA style.
RULES
1. MUST BE IN TYPING
2. FOLLOW THE FORMAT GIVEN (TAHOMA/12/1.5 SPACING)
3. DATELINE : 27HB SEPTEMBER 2016 (LATE SUBMISSION WILL GIVEN A

PENALTY. DEDUCTION 10MARKS OUT OF 50 MARKS).

4. NO COPY PASTE @ PLAGIARISM
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the assignment number

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