Case 7-1. Who Is Managing The Manager?

Team F

Alex StrattonBrandyn ButlerRoha Qureshi

Toan Huynh (Tony) 

Case Summary Privately owned Oreck vacuum cleaner store

Two employees

John Timmson (Owner)

Gerald Mahoney (Sales Manager/Sole full-time employee)

Deteriorating work relationship between John and Gerald

Gerald overwhelmed by number of responsibilities

John’s lack of involvement in day to day business at the store

Case Summary ContinuedMahoney’s exhibits low job performance

Mahoney blames it on external factors

Timmson begins to think whether Mahoney is the right person for the job

Character Analysis

Gerald MahoneySales Manager and sole full-time employeeExhibits low job performance

Blames performance on external factorsLack of help from John

Unable to organize job prioritiesNever received management training

John Timmson Owner of Oreck vacuum storeRarely at store

Success of store does not appear to be his top priority

Blames Gerald for the store’s low profits

Is not proactive in problem solvingNever provided Gerald with formal

training

Problem Identification and Solutions

What type of training should Mahoney have immediately received from John Timmson that might have

avoided this?

One-on-One/On-the-Job Training

Allows trainees to learn quicker Provides instant feedback from the trainer The instructor can customize the training process

to the trainee’s needsResults in higher training-to-job transfer Increased training satisfaction and job satisfaction

A study was conducted to determine the relationship between training satisfaction, overall job satisfaction, and what training methods resulted in the highest correlation between the two.

One-on-One training explained a large portion of the variance of job satisfaction

Schmidt, S. (2007). The Relationship Between Satisfaction with Workplace Training and Overall Job Satisfaction. Human Resource Development Quarterly,18, 481-497.

Pros it would most likely be highly effective in changing

the way Mahoney manages the store

Cons it would be very time consuming for Timmson which appears to be a scarce commodity for him to invest

in Mahoney and the store.

  Assuming Timmson keeps Mahoney as the store manager, what would be the steps he institutes in the

training process?

Interactive/Case Observation Method

Step 1: Preparation Of The Trainee Introduce the topics that will be covered during the

training to the trainee

Step 2: Present Mahoney With The TaskTimmson would perform all of the tasks while explaining

each step several times.Have Mahoney verbally walk Timmson through the steps

to the task Provide Mahoney with a written list of all steps and tasks.

Step 3: Allow Mahoney To Perform All Tasks On His Own  

Mahoney would perform all tasks while explaining each step and then Timmson would correct any errors that he sees.  

Step 4: Follow Up Timmson would provide any help that is necessary

while Mahoney is on the job.  Allow Mahoney to perform task without direct

supervision

Pros High fidelity of the training method and

transferability to Mahoney’s task performance.

Cons training would be very costly and time consuming.

Assuming that Timmson and Mahoney agree to a training program in order to solve the

problem, what are some challenges Timmson might face in conducting

this training?

Challenges time high costs of training

“small business owners face higher costs of training and lower benefits than larger business owners”

Storey, D. (2004). Exploring the link, among small firms, between management training and firm performance: a comparison between the UK and other OECD countries..International Journal of Human Resource Management, 15, 112-130.

Pros

Would help Mahoney with his task management and increase his job

performance

ConsRequires time, a commodity that Timmson

doesn’t seem to haveTimmson does not seem to want to manage

Mahoney so why would he invest time a effort into doing so

What are the five methods for increasing and decreasing employee behavior? Which ones would work best for

changing some of Mahoney’s more problematic behaviors?

Positive reinforcementapplication of a reward as result of a desirable

behavior

Punishment Type I the application of a negative reward in order to

decrease unwanted behavior

Punishment Type II the removal of a desirable reward in order to

decrease unwanted behavior

Negative reinforcement removal of an unwanted outcome when a desirable

behavior is performed

Extinctionoccurs when there is the removal of a consequence

following an unwanted behavior

Use Positive Reinforcement

Pros it is the most effective way to improve job

performance and desirable behavior.

ConsCosts would add up over time

Uncertainty of results in the long-run

What are some of the appropriate training techniques

that Timmson might use to increase Mahoney’s KSAs? 

Case Observational Method (COM)

COM is both more cost effective than sensitivity training and has more variety than it as well.

uses situational cases and group discussions to develop problem solving and situational analysis among those in the group.

Gannon, M. (1970). THE CASE OBSERVATIONAL METHOD: A NEW TRAINING TECHNIQUE.. Training & Development Journal, 24, 39.

Pros

fairly inexpensive very effective in improving Mahoney’s KSAs.

Cons there may not necessarily be a class offered in the area therefore not being very realistic as a

training method.

Mahoney jumped from being a sales associate under Mr. Paulson to a

store manager under Mr. Timmson. How might career planning and

development have helped him in making this transition?

Career planning and development could have prepared Mahoney with basic managerial training

Would have given Mahoney with at least a small management foundation

Training would have made the transition easier

Recap

Mahoney needs to receive the proper training for his

position

One-on-One/On-the-Job Training

OrInteractive/Case Method

Observation MethodAnd

Positive Reinforcement