T\'m glad you\'re here, and I have something important to discuss with you. Have
ID: 391102 • Letter: T
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T'm glad you're here, and I have something important to discuss with you. Have a seat Seth Burke had been called to Michelle Greenfield's office. Just 18 months ago, Michelle had accepted the role of chief learning officer at TLG Solutions, a fast-growing provider of global human resources software for Fortune 1000 companies. Seth and Michelle had worked together in a previous company, and now that Seth was working as an independent external organization development consultant, Michelle was anx- ious to make use of his skills. "Hey, I was really glad to get your call.It's been too long," Seth exclaimed as he took a seat at a round table in Michelle's office while Michelle closed the door. TLG Solutio a suburban area for expanding technology companies. Michelle's office had a pan- oramic view of the lake. "What great scenery," Seth added. "How long has the company been in this location?" ns headquarters was located in a six-story building just outside of downtown in "Just 6 months," Michelle admitted. "We've been expanding so rapidly we outgrew the small office space that we had rented on the east side of town. Now that we are among the tech companies in this hub area on this side of town, we have a solid pres ence in the community and are showing that we are here to stay."Explanation / Answer
1) Michelle Greenfield as a Chief Learning Officer at TLG Solutions is facing challenging times proving the role of training department and its efficacy in the organization during changing times. The organization is undergoing change with introduction of new products and expansion of services. The sales and customer service personnel are unable to perform upto the desired levels and customer complaints are growing. In such a scenario there is a question mark on the training processes and the role of learning department headed by Michelle. Her department who is involved more in designing of training material and sharing it across organization is assisted by the regional HR teams for training their local sales and customer service people. Since the efforts and development of training and learning materials are not recognized across the organization and there are no strict benchmarks or followups on the same, there are no results and improvement shown in the training of personnel. This is affecting the business performance as training and learning is ineffective. The organization is unable to adapt to the increasingly competitive business environment.
2)The central problem of the case is the organization has not been restructured as per the growth in business and change in business goals of adding new products and services. There is communication by top management of the required changes but it has not percolated to the front end staff like sales and customer service. There is lack of recognition of the challenge posed by competition and growing costs. Efforts by learning and training department to impart new knowledge and skills are being wasted as regional teams are continuing with their regular practice which is becoming redundant now.
3) Organization Development practitioner can take actions like advising top management of the communication and functional gaps in the organization which are affecting the performance and effectiveness of training. It can advise various teams on the need to change the work processes and upgrade themselves as per the business goals and new technology being introduced. The practitioner can help setting goals for various teams so that their performance and efficiency can be evaluated and monitored in future. This can help in identifying the areas which require efforts for improvement and optimizing costs.
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