Tanglewood Case 6

Topics: Decision making, Cognition, Decision theory Pages: 12 (2170 words) Published: December 7, 2013

MGMT 364
Tanglewood Case Study 6
1. Develop a detailed selection plan for this position. In this case, you should determine what you want to measure by analyzing KSAOs from the job description and the information on organizational culture in the case, and fitting the selection measures into the plan format as shown in Exhibit 8.2 in the book. The current selection methods are the experience check, education check, Marshfield Applicant Exam, and the Retail Knowledge Test. Do not include the current interview as part of the selection plan.

Selection Plan Format for Managerial Position at Tanglewood

Major KSAO Category
Necessary
for selection?
Y/N
EdC
ExC
MAE
RKT
1. Communication skills
Y
X
X

2.Knowledge of organizational policies and regulations
N
-
-
-
-
3. Decision making judgment/skills
Y

X
X

4. Managerial skills
Y
X

5. Customer service experience and knowledge
Y
X
X

X
6. Reasoning abilities
Y

X
X

7. Knowledge of personal management regulations
Y
X
X

8. Knowledge of retail management: policies and practices
Y
X
X

X
9. Technical knowledge
N
-
-
-
-
10. Strategic abilities. Ability to develop solutions to complex conflicts. Y
X

X

11. Skill in interpreting and analyzing financial data and performing financial operations. Y
X
X
X

EdC = Education check; ExC = Experience Check; MAE= Marshfield Applicant Exam; RKT = Retail Knowledge Test

3. Develop initial interview questions. Staffing services believes that a half-hour interview will be appropriate, with about 3 minutes per interview question. They would like 5 behavioral interview questions and 5 situational interview questions. Each interview question should have a very specific KSAO target as shown in the example.

Behavioral Questions:

1. Tell me about a time when you had to make a decision that benefitted the company, but went against your personal values.

2. Tell me about a time you had to go beyond your comfort zone and personal limits to satisfy an unhappy customer.

3. Tell me about a time you received news that an employee was violating workplace regulations. How did you confront that employee and go about solving the conflict?

4. Tell me about a time you offered constructive criticism to an employee regarding workplace responsibilities. How did you broach the subject and create an effective solution to the problem that the employee both clearly understood and willingly complied with?

5. Tell me about a time you received a complaint about one of your employees. How did you approach the matter and bring up the subject with the employee?

Situational Questions:

1. Suppose you received an anonymous complaint that a certain employee was sexually harassing other employees in the workplace. How would you handle the situation?

2. Suppose an irate customer demands compensation that exceeds company policy (i.e a large discount or store credit in a situation where it is not a valid option). How would you resolve the conflict and ensure customer satisfaction?

3. An employee has been engaging in dishonest and illegal activity. While it is not felony activity, there can be legal repercussions. How do you deal with this employee? Would there be legal repercussions?

4. An employee is not correctly and fully meeting job responsibilities and expectations. This employee reports to another manager in the store. Who would you confront about the issue, and how would you handle the situation?

5. Suppose you are halfway through a financial quarter and are nowhere close to meeting your goal for sales. You are expected to increase sales dramatically in order to remain as close to your sales goal as possible. How do you go about this, and what steps would you take?

4. Develop a scoring key for each interview question. This means you will have ten different scoring keys.

Question 1
Job Title
Department Manager
Item Description
Requires...
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