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Case
-
Reference no. 397-085-1
Authors: Susan Ward (Edinburgh Napier University); Susan Laing (Edinburgh Napier University)
Published in: 1997
Length: 12 pages
Data source: Field research

Abstract

This is the second of a two-case series (397-084-1 and 397-085-1). It provides the solution to the crisis focused on in Part A and illustrates the culture of the organisation. By being totally honest with their customers, Voice and Data not only salvaged their reputaion, but enhanced it. The meticulous planning Michelle and Alan carried out when forming the company had paid off. They had a staff handbook in place and a signed confidentiality agreement which ensured there was no ambiguity about the employee''s dismissal. Michelle joined as Marketing Director in September 1995 with considerable success. Alan was becoming swamped with handling both the technical side of the business and being Managing Director. Michelle was persuaded to take over this role in February 1996. Two main philosophies underpin the company''s success. Firstly, employees are selected with the ''right attitude'' to fit in with the company culture. Secondly, suppliers are treated with the same courtesy and honesty shown to the staff. Its aim is to be not only the service provider of choice in Scotland, but also the UK. In the long term, it hopes to become a Fortune 500 company.
Location:
Size:
32 employees, GBP1.8 million turnover
Other setting(s):
1992-1996

About

Abstract

This is the second of a two-case series (397-084-1 and 397-085-1). It provides the solution to the crisis focused on in Part A and illustrates the culture of the organisation. By being totally honest with their customers, Voice and Data not only salvaged their reputaion, but enhanced it. The meticulous planning Michelle and Alan carried out when forming the company had paid off. They had a staff handbook in place and a signed confidentiality agreement which ensured there was no ambiguity about the employee''s dismissal. Michelle joined as Marketing Director in September 1995 with considerable success. Alan was becoming swamped with handling both the technical side of the business and being Managing Director. Michelle was persuaded to take over this role in February 1996. Two main philosophies underpin the company''s success. Firstly, employees are selected with the ''right attitude'' to fit in with the company culture. Secondly, suppliers are treated with the same courtesy and honesty shown to the staff. Its aim is to be not only the service provider of choice in Scotland, but also the UK. In the long term, it hopes to become a Fortune 500 company.

Settings

Location:
Size:
32 employees, GBP1.8 million turnover
Other setting(s):
1992-1996

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