Canadian National Bank Case

Canadian National Bank Case Study

Executive Summary

The Canadian National Bank has problems involving perception and structure at one of its branches. The immediate threat is posed by an employee filing an unjustified complaint to the NCEC about her manager. Longer term issues are the company’s policies in dealing with mental health and the organization of its staff. The immediate alternatives discussed included letting that staff member go, meeting with that staff member or moving that employee to a different bank. Longer term alternatives suggested that the company offer mental health services, and closely examine the structure of the staff. It was recommended that the manager meet the employee to resolve issues, and if they issues are not resolved then transfer that employee to a different bank. In addition, it was decided that the bank should offer mental health services to its staff and the organization of the staff be examined by the company.

Problem Statement

At the Chatham branch of the Canadian National Bank, one of the senior employees has filed a formal complaint against the customer service manager to the National Committee for Employee Concerns (NCEC). There have been several conflicts between that employee and manager and there has not been anything done to resolve those conflicts before the formal complaint was made. The employee does not listen to the orders that the manager gives her. The employee did not go through the necessary guidelines for a complaint procedure; instead, she immediately wrote a letter to NCEC which is sort of a last resort in the complaint procedure. This is a problem because the employee did not go through the correct procedure, and contacted the NCEC right away which can lead to legal problems and troubles for the manager. So, the manager is concerned about whether or not she should take action, and resolve the problem without having to deal with the NCEC.

Subproblems

Another problem seen here is that...