Bella’s A Case Study In Organizational Behavior

Balam Lova Raju

Bella’s: A Case Study In

Organizational Behavior

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Presented By:

CONTENTS

INTRODUCTION

COMPANY PROFILE

CHARACTERS

CURRENT SITAUATION

QUESTIONS

SUMMARY

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“Job satisfaction & employee engagement are important in

organizational setting. J.S. is a person’s felling of satisfaction with job.

E.E. is a degree of employees’ positive/negative emotional attachment

with job. ”

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INTRODUCTION

The case we are going to present is about: ‘Bella Salon and Day Spa.’

It discusses the importance of job satisfaction and employment engagement in

an organization.

It twists around Illa Fitzgerald, Lynn Gibson and Kris Jenkins that depicts the

forms of management that can make or break a company.

Bella's has been a fairly successful enterprise with good turnovers and profits.

Unfortunately, now it is facing a tough time.

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COMPANY PROFILE

Company Name: Bella's Spa and Hair

care service

Headquarters: Southern United states

Founder: Illa Fitzgerald

Founded:12 years ago

Active G.M. : Kris Jenkins

Former G.M. :Lynn Gibson

Consultant: Lynn Gibson

Employees: 25 per store

Last Year Revenue: $3,000,000

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Vision:

A company that offers a complete array of products and services

aimed at creating and maintaining healthy minds, bodies, and

spirits.

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CHARACTERS

Illa Fitzgerald:

A very passionate woman with a dream of starting her own spa/saloon.

Highly qualified and ambitious woman.

She lacked business or managerial experience.

Lynn Gibson:

Work experience in operations management.

In need of a change.

Key role in operations decision making in Bella's.

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CHARACTERS [Contd.]

Kris Jenkins:

Highly qualified but with work experience as well.

Dreams similar to Illa Fitzgerald.

Good with both operations management and with employees.

Employees (Illa Fitzgerald):

Satisfied and motivated with good management from lynn and incentives.

Very well coordinated organization.

Employees (Under Lynn Gibson):

Dissatisfied and quitting due to poor management techniques.

Illa’s unexpected interference with only limited information about issues.

Illa’s tendency to regularly monopolize the manager’s time on trivial or personal matters.

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CURRENT SITAUATION

Situation as per Kris Jenkins:

Absenteeism high.

12% reduction in annual sales than

last year.

Attrition has raised.

No formal performance appraisal.

Dissatisfied with job and owner.

Challenges for Kris Jenkins:

Motivating the employees.

Improving the present incentive

system.

Decentralizing the decision making.

Reducing the attrition rate and

increasing profits.

Question:1

Given your understanding of job satisfaction and employee

engagement, discuss/describe why each is important in

organizational settings?

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EXPLANATION

Job Satisfaction:

The term job satisfaction describes a

positive feeling about a job, resulting

from an evaluation of its characteristics.

Some factors that has effect on job

satisfaction are:

Rewards and incentives

Relationship with superiors

Opportunities to use skills and abilities

Job security

Employee Engagement:

Employee engagement is a workplace

approach designed to ensure that all

are committed to their organization’s

goals and values, motivated to

contribute towards success and at the

same time are able to enhance their

own sense of well-being.

Employee engagement depends on

job satisfaction.

EXPLANATION Contd.

Both job satisfaction and employee engagement are necessary for any organization

because

It will ensure that absenteeism and attrition rates are low.

It will improve efficiency and productivity.

Maintaining good organizational environment.

Reputation of the organization among the general public will be more.

Question:2

Discuss/offer your insights regarding the results of the employee

survey. As you study the results, what stands out? What conclusions

can you draw?

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EXPLANATION

Following insights can be offered on the basis of employee survey:

Managers as well as common employees are not satisfied from the management tactics of the

owner

[She interferes in their work without knowing the whole scenario completely, Illa's tendency to

regularly engage managers in trivial or personal matters]

Employees are satisfied with their coworkers

[The case study states the major cause of employee dissatisfaction was Ill's management. Thus,it

can be inferred that the coordination among the employees is not disturbed and they are working

as a team.]

Illa is not fit to make operational decisions

[As stated earlier Illa's inefficiency in managing the tasks at hand has been the major factor

in employee dissatisfaction so she must appoint someone who has experience in

management and is also qualified enough]

A need of decentralization

[The managers at various levels must be involved more in decision making process apart

from the GM and the owner]

EXPLANATION Contd.

Question:3

Offer general suggestions/recommendations to Kris Jenkins

regarding how to improve the job satisfaction and employee

engagement of Bella’s workforce.

For improving job satisfaction following steps can be taken :

Giving promotional opportunities

The case study describes that employees were leaving because of lack motivation. Giving

promotional opportunities at workplace like promotion on the basis of output or experience,

etc. can motivate the employees.

Improving incentives

Another step can be the increasing of incentives. This along with promotions will help to

motivate the employees as monetary benefits are something that any employee likes.

EXPLANATION

Timely rewards

The management can decide on providing rewards to those employees who stand

out or who perform well. This will give them a sense of recognition at workplace which

will provide job satisfaction to them.

Giving more importance to Kris's opinions

As it is evident from the survey that Illa is not good at managing the operational tasks

more priority should be given to Kris's decisions and ideas.

EXPLANATION Contd.

Question:4

Evaluate Kris Jenkins’ decision to accept the general manager’s

position. Given the information available, did she make the right

decision? Why or why not?

Yes, her decision to accept the GM post was right in my opinion because of the following

reasons:

It is the dream of any employee to get the freedom in job to make decisions on his own. This

gives him confidence and job satisfaction. In this case, Kris is getting the GM position at Bella's

with total authority on the operational tasks and decisions. She can decide on assigning the jobs

and also everyone will be accountable to her.

She will be able to attain valuable experience in making 'Executive Decisions' which she is

craving for. She can learn on -the-job and can bring up the company by herself which is a huge

credit for anyone in their resume.

EXPLANATION

The current situation calls for employee satisfaction. The employees will be more open to

a GM who is good with them and who understands them. As Kris is someone who has

valuable experience in dealing with employees, it is quite clear that Kris is tailor-made for

the job.

Finally, she wants to be the owner of a saloon with vision and objectives almost identical

to Illa's views. So, she can learn from the experiences of Illa and Lynn as well which will

ultimately help in future with her saloon.

EXPLANATION Contd.

SUMMARY

The case study shows the attributes of three different people who managed an

organization with contrasting effects.

The case also discusses the impact these effects had on the employees who are the

building blocks of any organization.

The importance of job satisfaction and employee engagement is depicted with

evidence of the organization (Bella's) output in two comparative years.

The suggestions to Kris Jenkins on improving the conditions at Bella's are also discussed.