Question

Case Study 2: Proposing a Data Gathering Approach at TLG Solutions

Head the 116 Solutions case and consider the following questions:

1. What is the client requesting? What goal does the client have for this project

2. What are the presenting problems? What do you think maybe any underlying problems? Which of these underlying problems is most likely, in your view?

3. What data would illustrate whether these underlying problems are occurring? Which method of data gathering would you use and why? (Consider using the method of analysis shown in Table 7.2.) Write a proposal that explains what data you will gather through what means (interview, surveys. focus groups, observations, and/ or unobtrusive measures). Include any questions you might ask, observations you would undertake, and/cr documents you would want to gather.

4. What are the advantages and disadvantages of your data gathering choice(5) Include a rationale and proposed timeline for your approach and any details about the data gathering method itself, including possible interview or survey questions, documents to gather, or observations you would conduct Finally, ensure that your proposal addresses any additional contracting needs you may have in your relationship with Michelle.

Questions for Discussion

L. How would you evaluate Seth's initial contracting meeting with Michelle? Is there anything you would have 5 aid or done differently?

2. What concerns do you have about this project? Is there anything that might cause you to decline this engagement? What additional questions would you have for Michelle at this stage?

1. Write a one paragraph summary of the case in your own words:

2. What do you think the central problem is in this case?

3. What actions do you think an organization development practitioner should take?

Answer 1

Answer:- Michelle Greenfield is the chief learning officer at TLG Solutions.  She is responsible for forthe global training department of TLG. Her department spends a great deal of time creating exceptional training materials for the other departments to use in customer training and service training.  However, because there are so many regions and they all have free reign on how they train and what materials they use for training, she feels that the company is losing money and the training, in various areas, is lacking in critical information.  The company is growing too fast and she needs to get a grip on the training processes and expectations before the whole company fails.

Answer 2:-

Presenting problems

○Common organizational problems

■Customer complaints, even from a loyal base

■Products are working as promised

■False promises from salespeople

■Sales reps can’t demo products accurately

■Service department can’t accurately pinpoint the root of the problems customers are experiencing

○Training Issues

■Salespeople and service reps don’t know enough about the products

■Customer service technicians lack some of the foundational problem-solving knowledge to help them troubleshoot

.○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 that Michelle has put into place is not very efficient.

●The other regions are not fully incorporating the training program that Michelle’s team designed.

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

Underlying problems

○Michelle and her team do not understand that each region is unique and has its own needs. What works in one region may not work in another.

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

Most likely problem in my view-

Both of the problems’s previously mentioned. These problems can be potentially solved at the same time by having a discussion (between Michelle’s team and the other regions) and working collaboratively to design customized training program that works for each region