Case 2 - Ben & Jerry's (a)
Section 1: Introduction Process Consultation (PC) is the creation of a relationship that allows the client to perceive, understand, and act on the process events that occur within an organization in order to improve the situation as defined by the client (Cummings & Worley, pg. 253). In the case involving Ben and Jerry’s a consultant was brought in to work with the founders, board of directors, managers, and employees in order to undertake organizational development and also to bring the people, functions, aspirations, and directions together (Cummings & Worley, pg. 306).
Schein proposes ten principles to guide process consultant’s actions:
• Always try to be helpful
• Always stay in touch with the current reality
• Access your ignorance
• Everything you do is an intervention
• The client owns the problem and the solution
• Go with the flow
• Timing is crucial
• Be constructively opportunistic with confrontive interventions
• Everything is information; errors will always occur and are the prime source for learning
• When in doubt, share the problem (Cummings & Worley, pg. 254).
As the consultant in this case dove into the workings of Ben & Jerry’s these principles were apparent throughout the case. After spending time with the board, and interviewing key managers and staff at Ben & Jerry’s, the consultant concluded that the company had much strength and also some concerns. It was decided that while the leadership was seen as the company’s greatest strength, they were also seen and its greatest weakness. As a result the consultant decided to start the organizational development at the top and to focus on team building. Teambuilding refers to a broad range of planned activities that are aimed at helping groups improve the way they accomplish tasks, enhance their interpersonal and problem solving skills, and increase team performance (Cummings & Worley, pg. 263). Teambuilding is one type of Human Process Intervention. In addition there are
Schein proposes ten principles to guide process consultant’s actions:
• Always try to be helpful
• Always stay in touch with the current reality
• Access your ignorance
• Everything you do is an intervention
• The client owns the problem and the solution
• Go with the flow
• Timing is crucial
• Be constructively opportunistic with confrontive interventions
• Everything is information; errors will always occur and are the prime source for learning
• When in doubt, share the problem (Cummings & Worley, pg. 254).
As the consultant in this case dove into the workings of Ben & Jerry’s these principles were apparent throughout the case. After spending time with the board, and interviewing key managers and staff at Ben & Jerry’s, the consultant concluded that the company had much strength and also some concerns. It was decided that while the leadership was seen as the company’s greatest strength, they were also seen and its greatest weakness. As a result the consultant decided to start the organizational development at the top and to focus on team building. Teambuilding refers to a broad range of planned activities that are aimed at helping groups improve the way they accomplish tasks, enhance their interpersonal and problem solving skills, and increase team performance (Cummings & Worley, pg. 263). Teambuilding is one type of Human Process Intervention. In addition there are
References: Cummings, T. & Worley, C. (2009). Organizational Development & Change. Mason, OH. Cengage Learning. Dairy Foods. (2006). Ben Cohen warming to B&J CEO. Business Source Complete, Vol 107(12) p. 20. Erin, B. (2012). Ben & Jerry 's Apologizes for Fortune Cookies. Retrieved on March 30, 2012 from: http://news1.capitalbay.com/sports/324878-ben-jerry-s-apologizes-for-fortune- cookies.html Lee, R Prescott, R. (2012). Ben & Jerry’s franchisees help communities in the Bahamas. Retrieved on March 30, 2012 from: http://www.foodbev.com/news/ben-jerrys-franchisees-help- communities The National Press Club Ben & Jerry’s plan to continue measuring success of how well they have integrated values-led objectives into their strategic plans and daily business operations as they move forward with Unilever (Ben & Jerry’s, 2011). To operate the company on a sustainable financial basis of profitable growth, increasing value for our stakeholders, and expanding opportunities for development and career growth for our employees (Ben & Jerry’s, 2012).