Closing and Relocation of a call center
Review the case study below, and answer the questions that are provided. Provide complete and detailed responses to each question. Your paper must beat least three pages in length.
The Closing and Relocation of a Call Center
In this case study, you are the regional human resource director for a Fortune 500 company. You receive an unexpected visit from your vice presidentof human resources (VP of HR), who informs you that there is a reorganizationtaking place within your company. He starts by explaining that the president ofthe company has decided to retire after 28 years, and the new president has decided to move the current headquarters from the Northeast to Texas. No business reason was provided. There will be almost 1,000 employees redeployed since the company has existed in the Northeast for more than 75 years. This information will be released to employees within the next week. The callcenterwith more than 500 employees, including your office that is locatedwithin itwill also be relocated to another southern state. All employees willbe offered their current positions and a relocation package if they wish tomove. Those who do not want to relocate will be given a severance package withoutplacement services provided.
Mr. Davis, your VP of HR, is aware that you hired most of the individuals working in the call center and that you are very familiar with the culture and employee status. This news will be devastating to the employees because they have made this the most productive and efficient call center within thisglobal corporation. Mr. Davis came to get your advice on how to best handlethe communications plan for announcing this news in your region.
Mr. Davis has taken care of notifications to the state and federal government (i.e., the 60-day notice required according to the Worker Adjustmentand Retraining Notification [WARN] Act, which announces that the business is relocating and that employees will be redeployed). From previous experience,Mr. Davis shares with you that you will be contacted by the state to set upmeetings so that the state may address all of the employees concerning thestate benefits and services available to the employees.
Mr. Davis shares two important messages from the new president: (1) Althoughthis news may be unsettling to many employees, business must be conducted in the same professional manner as always, with the least amount of disruption; and (2) whether the employees decide to relocate or not, while they are employed, they must maintain productivity levels, and their metrics will bemonitored as usual.
Mr. Davis informs you that Mr. Woods, senior vice president (SVP) of the region, who is responsible for the call center, is being told of this reorganization via a conference call with his boss on the West Coast and the president of the company. Mr. Woods will be joining you and Mr. Davis to plan the communications shortly. Mr. Davis wants to get a head start on planningwith you because he has a flight scheduled back to headquarters thatafternoon.
You begin to outline a plan for the communications strategy; for example, youinclude information that will assist Mr. Woods in preparation for his meeting with his direct reports where he will deliver the news. Other questions you think about during the development of the outline are as follows: What information will Mr. Woods give to his direct reports this afternoon, and what will he give them to share with their managers and employees? Mr. Davis sees your outline, and he encourages you to develop your outline into acommunication plan/plan of action and to continue to share it with Mr. Woods.
Before Mr. Davis leaves for the airport, he asks you to report back to him with any issues or difficulties you are experiencing with employees. Mr. Davisalso asks that you report the following information to him: How manyemployees do you think will want to relocate? What do they want to know about the new location? What can he do to help answer these questions for the employees? What can he do to assist you with the communication plan or any activities you plan within the next 60-day period? Mr. Davis gives you all of his contact numbers and reminds you that he is available to you for questions and concerns at any time.
Analyze the information presented in this case study, present your communication plan, and answer the questions below. Your case study paper should be at least three pages in length and should follow APA guidelines.
Your communication plan should address the following questions:
Whatare your concerns? For example, how will you motivate the employees tostay throughout the 60 days if they have other job offers? How willyou motivate all employees to maintain their productivity levels?
In the article Semper Fidelis! A Recipe for Leading Others, which ispart of your Required Reading for this unit, Aubrey Daniels describes howa person earns leadership status and explains the importance ofpositive reinforcement. How will your plan help you to establishyourself as a positive reinforcer?
What leadership style does Mr. Davis exhibit?
Propose at least three leadership theories that could be applied to thissituation. How will these theories advance or affect employeemotivation?
