Case Study: Leadership at ABC Mobility Monica L April 20, 2011 Van Gupta is the vice president of the Loyalty and Retention (L\&R) department at ABC Mobility. Within the past year and a half, her team achieved successful heights by reducing customer loss by 50% and helped the company meet its objectives. As the only female VP at the company with a goal-oriented style, no one doubts her ability to lead and is very well respected. Every year, the Human Resources department conducts an employee satisfaction survey to provide opportunity for the employees to anonymously express their feedback. Its purpose serves to give VPs an inside view of their department and ensure employee satisfaction, ultimately retaining their employees. Shockingly, Van's department has the lowest score in the entire company with every employee stating they would even consider leaving ABC Mobility. Checking the results, it is concluded that the employees felt high levels of stress due to being overworked, employees did not get the raise they deserved, the role they were hired to do werenot what they were performing, the job was operational and lacked creative component, felt as though their abilities were questioned, and feared Van because to her abrupt mannerisms. Van felt as though the reports were an inaccurate picture of reality and gave her response stubbornly, essentially stating that it was the employee's fault. Unsurprisingly, her response was not taken well by the employees and twelve months later seven out of seven employees quit or found a job somewhere else within ABC Mobility. Although Van managed to reconstruct another team, the results from the survey had gone unchanged yet the financial results were as positive as ever. a. Explain Van's leadership style in relation to Scientific Management. (5 marks) b. Explain Van's poor leadership style using evidence from the case. (5 marks) c. Explain how the issues in the case can impact (i) employees and (ii) the organization. Provide all the necessary details. (8 marks) d. The human relations theory of organizations has three main components. It focuses on worker satisfaction, (and 2 other critical factors of workplace success). Using the 3 critical factors, propose various methods you would use to address the relationship between Van and her subordinates. (12 marks) (Total 30 marks)