Cnb Case Study

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