The Canadian National Bank
Executive Summary
In this case, One of the branch which named The Chatham Branch was the place where a series of incidents occurred. It was a branch with 12 staffs only. Lesley Mahon, has been the manager of customer service at the branch since October 1996, was 24 years old,who graduated from the Honors Business Administration Program at the Richard Ivey School of Business in the Spring of 1996. She expected to work at the branch for 18 months, then she could apply for a position at any other branch of the Canadian National Bank. Pam Stewart, who was a customer service representative with a high school diploma. Those two lady were working together in the branch, but Pam Stewart was the only one who reacted negatively to Lesley while Lesley were wish to get along good with her. During the period of working together, Pam refused to hand in the referrals to Lesley and complained the her new position of switching two jobs with Sarah Wright, who was 45 years old and has been working for Chatham branch for 25 years. After the received a rejection of his request, Pam officially sent a letter to National Committee for Employee Concerns with telling the head office that Lesly was impeding her to pursuit personal improvement.
The underlying issues are leadership, power and influence,motivation and cognitive differences. Alternatives discussed including a meeting with both Lesley and Pam under the direction of the Area Manger of Chatham Region. Offering a chance for Pam to taking some business courses, and hiring a new representative. Fired Pam.
The Customer Service Capacity Management is a system which developed the schedules by head office and then implemented and administered by the manager of customer service at the local branch. All the staffs should respect this agreement if you choose to work there. If there is any concern or complaint between the managers and staffs, communication efficiently and harmoniously should be the most workable way to solve the
In this case, One of the branch which named The Chatham Branch was the place where a series of incidents occurred. It was a branch with 12 staffs only. Lesley Mahon, has been the manager of customer service at the branch since October 1996, was 24 years old,who graduated from the Honors Business Administration Program at the Richard Ivey School of Business in the Spring of 1996. She expected to work at the branch for 18 months, then she could apply for a position at any other branch of the Canadian National Bank. Pam Stewart, who was a customer service representative with a high school diploma. Those two lady were working together in the branch, but Pam Stewart was the only one who reacted negatively to Lesley while Lesley were wish to get along good with her. During the period of working together, Pam refused to hand in the referrals to Lesley and complained the her new position of switching two jobs with Sarah Wright, who was 45 years old and has been working for Chatham branch for 25 years. After the received a rejection of his request, Pam officially sent a letter to National Committee for Employee Concerns with telling the head office that Lesly was impeding her to pursuit personal improvement.
The underlying issues are leadership, power and influence,motivation and cognitive differences. Alternatives discussed including a meeting with both Lesley and Pam under the direction of the Area Manger of Chatham Region. Offering a chance for Pam to taking some business courses, and hiring a new representative. Fired Pam.
The Customer Service Capacity Management is a system which developed the schedules by head office and then implemented and administered by the manager of customer service at the local branch. All the staffs should respect this agreement if you choose to work there. If there is any concern or complaint between the managers and staffs, communication efficiently and harmoniously should be the most workable way to solve the