Case Study 2: Proposing a Data Gathering Approach at Tlg Solution

1. What is the client requesting?

The client is requesting:

• All of the regional training resources report to her team

• External OD consultants needs outside partner who has no special stake in the outcome to provide an objective

b. What goal ideas does the client have for the project?

The goal ideas the client have for the project are:

• To create an ideal organization so that TLG Solutions can launch the next phase

• Improve the training organization/department

• Get new product to thee market quicker

• Reduce cost

• Keep her job

2. What are the presenting problems? (Presenting problems: are those initial explanations of the situation that highlight symptoms of which the client is most painfully aware)

The presenting problems are:

Common Organizational Problems:

• Customers complaints – also loyal base customers

• False promises from salespersons

• Sales reps cannot demo products accurately

• Service department can’t accurately pinpoint the root of the problem’s customers are experiencing.

Training Issues:

• Salespersons and service reps are not fully educated about the product

• Customer service technicians lack some of the foundational

problem-solving knowledge to help them troubleshoot the problem

Complex organizational Problems:

• TLG Solutions is spending a significant amount of time and money on training but the company is not getting the improvement they need

• The model which Michelle has in place is not every efficient as the other regions are not fully incorporating the training program designed

• The other regions are designing their own training programs instead of using the program designed by Michelle’s team

b. What do you think may be any underlying problems? (Underlying problems: as the root cause or core fundamental issues that prodding symptoms)

The underlying problems are:

• Michelle and her team has to do understand that each region is unique and has its own needs. What works for one region will not work for another

• There is no dialogue/collaboration between Michelle’s team and other regions

• Michelle’s team are not including the other regions in the design process which could result in: the other regions being less motivated to use the program, the other regions do not understanding how the program works

• The other regions are not providing feedbacks as to why the training resources/program developed and designed by Michelle’s team does not work in their regions

c. Which one of these underlying problems is most likely, in your view?

In my view, the last two points mentioned above are most likely. Both of those problems previously mentioned can be potentially solved at the same time by having a discussion between Michelle’s team and other regions. Also working in collaboratively to design customized training program that works for everyone.

3. What data would illustrate whether these underlying problems are occurring?

The following data would illustrate where these underlying problems are occurring:

• Interviews

• Surveys/Questionnaires

• Observation

Definitions of data gathering method

• Interview: generally, one and one meetings during which practitioners speak directly with individual organizational members. Interviews has the ability to understand a person’s experience and to follow up on areas of interest. A tremendous amount of data can be generated with organizational members sharing stories.

• Survey/Questionnaire: develops a means by which consultants can solicit input from a large number of organizational members