New Supervisor at CMI

You recently graduated from college with your degree in business administration. You've spent the past two summers working at Connecticut Mutual Insurance (CMI), filling in as an intern on a number of different jobs while employees took their vacations. You have received and accepted an offer to join CMI full time as supervisor of the policy renewal department.

CMI is a large insurance company. In the headquarters office alone, where you'll be working, there are more than 1,500 employees. The company believes strongly in the personal development of its employees. This belief translates into a philosophy, emanating from the top executive offices, of trust and respect for all CMI employees. The company is also regularly atop most lists of "best companies to work for," largely due to its progressive work/life programs and strong commitment to minimizing layoffs.

In your new job, you'll direct the activities of 18 policy-renewal clerks. Their jobs require little training and are highly routine. A clerk's responsibility is to ensure that renewal notices are sent on current policies, to tabulate any changes in premiums, to advise the sales division if a policy is to be canceled as a result of nonresponse to renewal notices, and to answer questions and solve problems related to renewals.

The people in your work group range in age from 19 to 62, with a median age of 25. For the most part they are high school graduates with little prior working experience. They earn between $2,350 and $3,200 a month. You will be replacing a long-time CMI employee, Jan Allison. Jan is retiring after 37 years with CMI, the past 14 spent as a policy-renewal supervisor. Because you spent a few weeks in Jan's group last summer, you're familiar with Jan's style and are acquainted with most of the department members. But people don't know you very well and are suspicious of the fact that you're fresh out of college and have little experience in the department. The reality is that you got this job because management wanted someone with a college degree to oversee the department. Your most vocal critic is Lillian Lantz. Lillian is well into her 50s, has been a policy renewal clerk for over a dozen years, and - as the "grand old lady" of the department - carries a lot of weight with group members. You know that it'll be very hard to lead this department without Lillian's support.

Begin your participation in this graded discussion by posting your original response to the questions listed below, making connections to the concepts covered in chapter 13 of the textbook:

1.What challenges will you face in leading this department?

2.How will you overcome these challenges and gain the employees trust?