Improvement at ServeNow - Essay Example

ServeNow
Introduction
Communication refers to the transfer of information from one party to another, with feedback from the recipient. One of communication’s major roles is to facilitate understanding between parties and to facilitate the attainment of common objectives. Technology has however emerged to facilitate communication against potential barriers though the technological applications have different challenges. In this paper, I discuss a case study, ‘Improvement at ServeNow,’ identifying issues and concepts in the case, and applicable concepts on the topic, together with my position on the topic.

Review of the issue, concept, or consequences of action taken
Further, the consultant recommends that the owner be present at the stores to work with the new managers and to train them, an issue that the owner does not welcome (Hynes, 2010).

Facts of the case identify communication barriers in the organization’s management structure. The barriers exist between the owner and his branch managers as well as between the managers and their assistants. A missing link also exists between the owner and the managers because he is not available at the branch stores to interact with the managers and to help them in decision-making. The consultant identifies this issue that confirmed by the owner who admits to focusing on balancing his life. Other employees’ inability and unwillingness to occupy the outgoing managers’ positions also communicates a barrier that existed between the two groups. Consequently, the other employees had not been exposed to the managers’ roles and felt inadequate. The consultant also confirms their inferiority. Poor leadership is another concept that is evident in the case. Because of the communication barrier between the owner and branch managers, and between the top managers and other employees, the organization had not been able to mentor the employees into future leaders and managers (Hynes, 2010).

The branch managers’ action of resigning from the organization is likely to weaken the branches’ management towards poor sales and even competitive disadvantages because of lack of their creativity and hard work in the branches. Similarly, the owner’s act of not directly engaging in the organization’s management and not interacting with his managers has the consequence of poor retention of management personnel and poor management and leadership in the organization.

Concepts that pertains to the topic
The topic relates to the application of technology in managerial communication and is essential to bridging communication barriers in organizational management. Technological application in communication however weakens physical contact between communicating parties among other disadvantages. The weakness in technology-based communication can however be overcome through properly matching different technological applications with the nature and type of message to be communicated (Hynes, 2010). Using technology for example bridges geographical distances by allowing for communication through phones and over the internet but should incorporate face-to-face communication that is a reportedly rich approach. This is because regardless of technology’s ability to facilitate communication through virtual networks, such applications are associated with disadvantages such as “isolation and loneliness” (Nelson and Quick, 2007, p. 182). Managing communication barriers and disadvantages of technology-based communication are also essential in developing a strong organizational structure and culture towards cohesive organizations (Morris and Pinto, 2010).

Personal position on the topic
The topic of technology-based communication is important to the scope of management that involves constant communication between managers and employees. This is because technology has advantages of facilitating communication such as ensuring faster communication but also has disadvantages such as weakening interpersonal relationships. Managers and leaders should therefore be informed of factors that influence the effectiveness of technological applications in managerial communication. They should also be able to maximize the advantages of communication technologies and mitigate the technologies’ associated disadvantages (Nelson and Quick, 2007).