MGMT20001 Final: MGMT20001 Exam Notes - Solaris and Supernova Case Study

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copperspider388

7 Jun 2018

School

University of Melbourne

Department

Management

Course

MGMT20001

Professor

Victoria Roberts

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SOLARISANDSUPERNOVACALLCENTRES

Communication:

FunctionalPerspective:

1. Functionaldesign:relationshipsestablishingbetweenpeople

2. Networks:Formal/planned.

3. Channel:facetoface,scheduled.(richness:high,spontaneity:low,timecommitment:

high)

4. Direction:horizontal.Betweenallmembersoftheorganisation

5. Frequencyandload:highload/frequencyreferredtoasaritualthatallmembersofthe

companymustpartakein.Somemembersaresickofit.

Solaris

 SingSong:culturalritualinwhichemployeesstandandsingI’mWalkingOnSunshine,

clappingtheirhandsintimewiththemusic

 Companyfundays:onceayearinwhichthewholecompanycongregatesinorderto

developtheirvaluesandbeliefsinseminars,songanddancesessionsandgeneral

partying.

 Grouphugs

 RollingeyesandsardonicsmirksduringSingSong

Decodingproblemsdistortionincommunication.Decodedbyreceiverbeforetheyare

received.People’svalues/background/personality/attitudesareinfluencinghowtheyare

decoding.



Meaningcentredperspective:TheDevelopmentalMetaphor.

Buildanddevelop,changeagent=coach.Buildonfoundations,developpeople.

THEORGANISATION:participativedecisionmakingegalitarianpowersafe,encouraging

culture,

 Anemphasisonqualityofcustomerservice,notonnumbers.Buildingonrelationships

betweencustomersandagent.

 Worktogetherwithintheworkingenvironmenttosupporteachother



Supernova

Meaningcentredperspective:TheMachineMetaphor

Fixandmaintain,changeagent=mechanic,findexpertstofixtheproblem;maybechangethe

organisationorretraintheoperators.

THEORGANISATION:centraliseddecisionmaking,authoritarianpower,punitiveculture

 Quantitativeassessmentofoutput,focusonnumbers,highlevelofmonitoringof

performancevianumbers

Functionalperspective:channelofwrittenreports‘leaguetables’publishedweekly

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MGMT20001 Final: MGMT20001 Exam Notes - Solaris and Supernova Case Study

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