Ob Report. Janice

OB Report

The Garden Depot

June 14, 2013

THE OB EXECUTIONERS

Amanda Clarke, Yao Bu, Xiaobin Hu, Hao Ming He,

Michael Meddaoui

& Manuela Camayo-Castro

Trina Ruthes & Scott Lin

Business 1220 – Intersession

Summary:

As of June 2007, the Garden Depot has been faced with several damaging incidents that have had a negative effect on customers and staff morale. The inability to deliver proper management duties has resulted in the business’s failure to deliver efficient customer service; primarily in the landscaping division of operations. The key players involved; are Murray King; the sole owner of Garden Depot, Dave Sampson; the appointed general manager, Derek Sinclair; the recently selected landscaping manager and son-in-law of Murray King and lastly Janice Bowman; office manager and the one seeking resolution to the current issues.

Desired Culture:

In 1982, the Garden Depot began as a small flower shop owned and operated by Murray and Glenda King. In 1998, they expanded operations to meet customer demand and became a fully functioning lawn and garden maintenance company. The business comprised of passionate and knowledgeable staff with the owners maintaining a strong sense of involvement in everyday operations.

Actual Culture:

After Glenda’s retirement in 2004, Murray King became uninvolved with daily operations, only showing concern for the company’s financial profits. In addition to change in Murray’s attitude towards the company, the seasonality of the business resulted in high turn-over rates, and employment of inexperienced and dishonest staff. As a result, the business has failed to meet customer demands.

Implications:

Garden Depot thrives on delivering excellent and knowledgeable customer service, it is evident that there is a disconnection between what the company provides and the expectations that the customers of Garden Depot have been accustomed to for several years. In order to gain back loyal customer base it is imperative to return to...