Cnb Case Study

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Executive Summary: On February 26, 1997, by Pam Stewart, (customer service representative) submitted a formal complaint to the NCEC accusing Lesley Mahon, (manager of customer services) of impeding Pam’s personal and professional development by not allowing her to take accounting courses. However, the claims of the complaint are not legitimate and should be dismissed. Prior to the compliant, Pam was very uncooperative and had been involved in several incidents including, failure to complete her duties as outlined in her job description, current/ past coercion and a disability file for stress leave. She was also involved in several gross misconducts of multiple employee rules including, failure to comply with banking laws and regulations, failure to comply with all instructions received by a supervisor and failure to tell the truth in all communications. Although two other alternatives ( 1. offer Pam initiatives and work incentives and 2. split the utility clerk position between all customer service representatives) were proposed, based on the events described above I highly recommend Pam be terminated immediately and that a new customer service representative be hired as soon as possible. In the meantime, the remaining four customer service representatives shall share the role of utility clerk on a four week rotating schedule. When a new customer service representative is hired, the new employee should shadow the other customer service representatives until he or she is capable of performing the role on their own, at which time the rotation should be switched to five weeks. I also strongly recommend that changes be made to section (b) of the guidelines for corrective action so that not only reoccurring offenses can advance thru the procedure. Also for the sake good employee profiling, I suggest that occurrences not be eliminated after one year.

COMM 1006 CNB Case Hand-In

Problem Statement: The main issue of the Canadian National Bank case study is the formal written complaint submitted on February 26, 1997, by Pam Stewart, (customer service representative) to the National Committee for Employee Concerns. The complaint accuses Lesley Mahon, (manager of customer services) of impeding Pam’s personal and professional development by not allowing her to take accounting courses. The issue is now in the hands Robert Aronson (Area Manager), who will likely follow basic procedure/corrective action as written under the guidelines for corrective action procedures, to determine the facts of the incident. As outlined in Lesley’s job description, she is to answer to Robert and therefore as Lesley’s superior, Robert must follow procedure make to a decision as to what action(s) will be taken or not taken. This issue takes precent over the others for three reasons, the first being the fact that complaints to the NCEC are reserved for only the most serious/unresolvable issues (as outlined in the complaint procedures within the bank procedure) and thus must be addressed as soon as practical. The second reason for this issue’s prominence is because all prior issues will likely be brought up by Lesley in her meeting with Robert when she presents the case from her side, (as is her right as outlined in section (b) of the guidelines for corrective action procedures, under the basic procedures section. Lastly, the result of this meeting will likely determine all further action on any previous occurrences.

Problems/Subproblems/Issues:

COMM 1006 CNB Case Hand-In

1. Pam does not respect Lesley. A power struggle has developed over what should be considered a true source and legitimate source of power and as a result Pam does not respect Lesley. Pam has made it orally known to Lesley that she plans to get rid of her and refuses to complete certain requirements set out in her job description.This issue also brings into question Lesley’s ability to follow procedure. (Long term issue) 2. Pam had no documented occurrences prior to October...
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