ZAP THE GAPS MANAGEMENT RESEARCH ASSIGNMENT Date: 13 November, 2013 To: Dr.

Charmane May From: Jenna Berthelsen and Ana Caballero Subject: Zap the Gaps Management Research Assignment Attachments (1a) Interview #1 Summary (1b) Interview of Carol Reeves (7b) HR Case (2a) Interview #2 Summary (8a) Book Case #2 Summary (2b) Interview of Jacob Berthelsen (8b) Small Business Case (3) Interview of Julio Caballero (9) Anas Personal Experience (4a) Journal Article #1 Summary (10) Jennas Personal Experience (4b) Harvard Business Review (11) The Office Summary (5a) Journal Article #2 Summary (12a) Other #2 Summary (5b) Forbes (12b) Target Pulse Blog (6a) Journal Article #3 Summary (13) Summary Table (6b) Journal of Accountancy (14) Analysis Table (7a) Book Case #1 Summary (15) Score and Weight Table 1. Purpose. The purpose of this memo is to gain experience systematically gathering, reporting, and analyzing data about management problems. It also reveals common problems amongst various organizations and leads to possible solutions.

2. Objective. The objective is to gather information from twelve sources and see what their gaps are and what can be done as a solution to zap the gaps. 3. Information Gathered. a) 3 Interviews. These interviews reveal real problems that current managers are facing either within the organization, with employees, or their own personal management problems. b) 3 Journals. These articles provide a more broad perspective of management problems and involve changes in economy and globalization. c) 2 Books. These cases from other management textbooks discuss problems within specific companies as well as problems between people of different generations. d) 2 Personal Experiences. Our experiences discuss problems we have faced personally in our jobs and can relate to. e) 1 YouTube Video. This clip of The Office shows the problem of lack of respect between management and employees. f) 1 Blog. This blog shows problems with a large, burdensome task that needs a more simple structure. 4. Summary Chart.See Attachment 13. This Summary Chart condenses the information from the twelve sources previously listed. It is organized in such a way that it is easy to see common problems and probable causes.

5. Analysis. a) Management Function Analysis.See Attachment 14. This analysis categorizes each of the problems underneath the management function(s) it applies to. These four management functions are planning, organizing, leading, and controlling. b) Score and Weight Analysis.See Attachment 15. The most common problems discussed in our sources affected people interest and profit impact the most. The two problems with the highest scores are cultural barriers and lack of organization. The most common problem is lack of communication. 6. Problem Proposals: The following two problems were selected based on the Management Function Analysis and the Score and Weight Analysis, as well as the most frequently occurring problem. Lack of communication and poor task distribution are the selected problems and we will recommend possible solutions to zap the gaps. Problem #1: Lack of Communication. a) Problems and Causes. Lack of communication was a problem discussed by two of the interviewees, Carol Reeves and Jacob Berthelsen, as well as the personal experience of Jenna Berthelsen. For Carol, the lack of communication with her employees has led to ruined flowers and dissatisfied customers. For Jacob, it is has resulted in many last minute changes to big projects, and sometimes cannot be completed. For Jenna, it resulted in employees not knowing what was expected of them. The cause is lack of awareness of not thoroughly communicating expectations or all of the details, and not imagining the consequences. b) Four Reasons for Selection. Lack of communication was a problem mentioned in multiple sources and therefore is probably a common problem in most businesses. It would be beneficial to evaluate why there tends to be a lack of communication and how to better communication, especially between employers and employees. It was scored high in people and profit impact, and that reveals that it has a strong need to be fixed. Lack of communication is a problem of leadership, and leadership affects the whole company, so improving communication can help improve the company. c) Two Solutions to Zap The Gap. 1) Consistent informal meeting schedule between employers and employees to make sure goals are being met and operations are smooth. 2) Better communication between employers and customers to ensure that customers will be satisfied the first time. d) Performance Behavior Goals and Performance Metrics. 1) In terms of solution #1, behavior goals would include creating a sense of openness between employers and employees so that questions can be freely asked and problems can be more easily resolved. Another behavior goal would be to ask and answer questions appropriately and thoroughly, so there is little room for doubt or uncertainty.

2) Performance metrics include creating a meeting schedule and continually updating employers or employees, and for employers to prepare written plans for employees for certain projects or tasks to effectively communicate expectations. Problem #2: Poor Task Distribution. a) Problems and Causes. In this company, a lack of task distribution was observed due to the burning out of employees after their workloads increased substantially more than they were used to following the economic downturn. Unfortunately, there is not enough money to hire new employees to help with this new, heavier workload. The result is stressed out employees, which negatively affects profit. b) Four Reasons for Selection. It scored the highest in affecting people interest because this will eventually bring down morale and cause resentment from employees towards upper management. It scored second highest on profit impact because although upper management refuses to hire more people on account of company financial insecurity, stress from current employees will cause profit to go down. Because of these two scores on our analysis, we can assume this can be a common problem in other companies. It is a typical quick fix that other companies upper management would think to do. It is easy to think you will save money by keeping a low staff but it may eventually cause your employees to resent you. c) Two Solutions to Zap The Gap. 1) Ask the most experienced employees in each division to assist in potential new employee interviews so that only the most necessary qualities are spotted. 2) Hire interns to assist current employees offer little to no pay. d) Performance Behavior Goals and Performance Metrics. 1) In terms of solution #1, performance behavior goals would be for the employees to analyze the most essential tasks they need assistance in and look for qualities needed for those tasks in applicants. 2) Performance metrics would involve the amount of new personnel being small but assisting with the workload, and being efficient. 7. Reflection. This memo has taught us how big of an impact even the seemingly small problems can cause in any work environment. There are planning, organizing, leading, and controlling problems all around us, but acknowledging them and seeking solutions can quickly improve a company and its profits. Many of our sources discussed lack of communication being a main problem, which has taught us to be conscientious of our communication with employers and employees in the future. 8. Action Requested. Please review this memo for completeness and accuracy, make suggestions for
improvement and provide any other feedback that will help in the successful completion of this project. Contact us with any questions at: Jenna Berthelsen Ana Caballero jnberthelsen@email.shc.edu agcaballero@email.shc.edu