The overall mission of Helgaton Ltd is to deliver quality business products and systems throughout the UK
Question:
The overall mission of Helgaton Ltd is to deliver quality business products and systems throughout the UK and Ireland. The company employs more than 4000 people in nearly 50 locations. In order to help in the drive to fulfil the mission, there are four stated
'Common Goals' related to customers, quality, profitability and employees. These Common Goals are intended to provide central direction and focus for departments and the individuals within them.
Emphasis on quality
The continuing desire of Helgaton Ltd to become a Total Quality Company is the embodiment of corporate values. Quality is a basic business principle and means providing customers with innovative products and services that fully satisfy their negotiated requirements. This philosophy is reflected for example in terms of the BS 5750 status awarded to Helgaton Ltd by the British Standards Institute.
Tasks, goals and objectives
In consideration of the overall mission of Helgaton Ltd, the corporate plans are embodied within a series of functional Tasks, Goals and Objectives (TGO). Each individual employee receives a TGO which is a translation from the functional level into the targets and actions which are relevant for the individual job role.
Restructuring
Helgaton Ltd is also a change-oriented company.
During 1992, a major restructuring process was undertaken. In order to provide a more customerresponsive structure a whole layer of middle management was removed from the customer service division. Attention was also focused on developing closer teamworking among sales and service operations rather than operating as separate divisions. A large financial investment had also been made in implementing the concept of autonomous work groups.
THE SITUATION
An investigation was undertaken with the aim of addressing the practical applicability of organisation theory at Helgaton Ltd and the extent to which it meets the needs of the manager. This involved the analysis of published material already available within the company (secondary data) and information generated firsthand from personal interviews with managers (primary data).
Secondary data
Helgaton Ltd produces an enormous amount of literature aimed at informing and aiding the employees.
This literature may be seen to reflect, in part, the management and structure of the company. Some examples are as follows.
■ Company manuals. Company manuals were found to be very specific in terms of policy and procedure.
For example, departmental manuals explain policy in infinite detail and an accompanying manual details every step required in carrying out this policy. Employee manuals are in similar detail and include an analysis of the required manual skills.
■ Autonomous Work Groups (AWG). A comprehensive set of documents has been prepared by the company which set out: the AWG environment; the need for change; what is the AWG; the vision;
limits of responsibilities; benefits to the individual;
benefits to the company; and hopes and concerns.
■ Organisational processes. The recruitment and selection process is based on scientific principles.
Detailed Job Profiles are built up and for interview purposes comprehensive Candidate Profiles are constructed. If suitable candidates have the right technical qualifications and pass the appropriate psychometric testing, they are matched against the job profiles. Other 'tools' include detailed processes intended to help employees in problem-solving and to improve quality.
■ The employee survey. This survey and analysis is carried out every year and is undertaken by an independent research company. The survey involves a wide range of questions related to subjects such as management systems and styles;
working conditions; training; career development;
pay; benefits; job security; team spirit; and overall job satisfaction.
The same research company also provides a comparative analysis related to other companies that they survey. Results of the survey are confidential within the company but currently overall job satisfaction within Helgaton Ltd is around the 55 per cent mark.
Primary data
Although secondary data may provide an important source of supporting information it does not by itself provide a sufficiently sound basis on which to formulate any conclusions. In order to examine further the application of organisation theory, it was necessary to obtain more specific and detailed data.
For this purpose use was made of the semi-structured interview with managers.
The survey population
The broad categorisation adopted was that of a manager and non-manager dichotomy. Because of their position and experience, managers were considered to be the most appropriate population for the survey and the resulting data more valid and easier to generalise. The population was quota sampled.
Attempts were made to balance, as far as possible, the demographics, location, and seniority and experience of the managers. A further consideration was the availability of the managers' time. Details of the interviewee statistics are given below:
Questions
(a) Comment critically on the nature and value of the investigation. What difficulties does such an investigation present and how might these difficulties be best overcome?
(b) State clearly the conclusions you draw from the investigation and discuss the extent to which it reveals practical applications of organisation theory.
(c) Explain and justify the specific recommendations you would make to the top management of Helgaton Ltd as a result of the investigation.
Step by Step Answer:
a Nature and Value of the Investigation and Associated Difficulties Nature of the Investigation The investigation conducted at Helgaton Ltd is primarily aimed at assessing the practical applicability ...View the full answer
