Terry was recently promoted to supervisor. Things were not going as smoothly as

Question

Terry was recently promoted to supervisor. Things were not going as smoothly as they should. In the past few days it seemed that the manager of the division was being unreasonable. She had talked to Terry about the performance of the work unit. There had been a customer complaint last week about the slowness of service. There were also a few gripes from employees about the way he treated them. Although he felt bad, he did not think he was really responsible for either situation. After all, at the time the complaining customer requested service they were very busy. And the gripes, well, you know, they just liked to complain. What could he do about that? But since he wanted to succeed, Terry has asked you to help him out.

Explanation / Answer

This is a common but critical situation faced in an operation's job. Terry can take the following measures to succeed:

1. Do not act abruptly.

2. Understand the situation by talking to individual stake holders.

3. Chart out a plan/ approach to solving each problem at hand.

4. Take direct charge of the team. Relieving your manager from direct hold of the work unit has a few benefits, whic include- your manager will be happy to be able to donate time to soemthing else, you get to deal with the work units directly, enjoy the benefit earned by the team etc.

5. Work in a step wise manner to resolve the issue of the work unit. Once that issue gets resolved, everything will fall in place.

6. List down the customer complaints in order and assign responsibility to each team member to solve customer issue at the earliest.

Related Questions

Navigate

• Browse (All)
• Browse T
• Subjects

Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.