You are Alex Byron, Department Head of XYZ Bank. Review the following scenario. Utilizing the Analytical Problem-Solving Model, how would you solve the problem with Julian?

1.  Define the problem.

2.  Generate alternative solutions to solve this problem.

3.  Evaluate and select the best solution, justifying your selection.

You are Alex Byron, Department Head of the operations group—the “back room”—of XYZ Bank, a large bank corporation. This is your second year on the job, and you have moved up rather quickly in the bank. You enjoy working for this firm, which has a reputation for being one of the finest in the region. One reason is that outside opportunities for management development and training are funded by the bank. In addition, each employee is given an opportunity for a personal management interview each month, and these sessions are usually both productive and developmental.

One of the department members, Julian Thomas, has been in this department for 19 years, 15 of them in the same job. She is reasonably good at what she does, and she is always punctual and efficient. She tends to get to work earlier than most employees in order to peruse the American Banker and USA Today. You can almost set your watch by the time Julian visits the restroom during the day and by the time she makes her phone call to her daughter every afternoon.

Your feeling about Julian is that although she is a good worker, she lacks imagination and initiative. This has been indicated by her lack of merit increases over the last five years and by the fact that she has had the same job for 15 years. She's content to do just what is assigned, and nothing more. Your predecessor must have given hints to Julian that she might be in line for a promotion, however, because Julian has raised this with you more than once. Because she has been in her job so long, she is at the top of her pay range, and without a promotion, she cannot receive a salary adjustment above the basic cost-of-living increase.

The one thing Julian does beyond the basic minimum job requirements is to help train young people who come into the department. She is very patient and methodical with them, and she seems to take pride in helping them learn the ropes. She has not been hesitant to point out this contribution to you. Unfortunately, this activity does not qualify Julian for a promotion, nor could she be transferred into the training and development department. Once you suggested that she take a few courses at the local college, paid for by the bank, but she matter-of-factly stated that she was too old to go to school. You surmise that she might be intimidated because she doesn't have a college degree.

As much as you would like to promote Julian, there just doesn't seem to be any way to do that in good conscience. You have tried putting additional work under her control, but she seems to be slowing down in her productivity rather than speeding up. The work needs to get done, and expanding her role just puts you behind schedule.

This interview coming up is probably the time to level with Julian about her performance and her potential. You certainly don’t want to lose her as an employee, but there is not going to be a change in job assignment for a long time unless she changes her performance dramatically.