Harvard Case - Managing a Public Image: Cheri Mack
"Managing a Public Image: Cheri Mack" Harvard business case study is written by Robin J. Ely, Ingrid Vargas. It deals with the challenges in the field of Organizational Behavior. The case study is 2 page(s) long and it was first published on : Apr 17, 2006
At Fern Fort University, we recommend a multi-pronged approach to address Cheri Mack's situation, focusing on building a strong foundation for her leadership, improving her communication skills, and fostering a more inclusive and supportive organizational culture. This will involve a combination of leadership development programs, communication training, and strategic initiatives to address issues of diversity, inclusion, and workplace discrimination.
2. Background
This case study focuses on Cheri Mack, a newly appointed Vice President of Human Resources at a mid-sized manufacturing company, 'Fern Fort University.' Cheri faces several challenges, including:
- Lack of experience in a manufacturing setting: Cheri's background is in higher education, lacking experience in the complexities of a manufacturing environment.
- Negative perception from employees: Cheri's predecessor, a well-liked and respected figure, left under controversial circumstances, leaving a negative perception of HR amongst employees.
- Workplace discrimination: Cheri faces accusations of discrimination, specifically regarding her handling of a complaint against a male supervisor.
- Lack of support from senior management: Cheri struggles to gain the support and trust of senior management, particularly the CEO, who seems resistant to her initiatives.
Main Protagonists:
- Cheri Mack: Newly appointed Vice President of Human Resources at Fern Fort University.
- CEO: Head of the company, resistant to Cheri's initiatives and seemingly lacking in trust.
- Employees: A diverse group with varying levels of experience and opinions about Cheri and the HR department.
3. Analysis of the Case Study
This case study highlights several key organizational behavior issues:
Leadership: Cheri's leadership style, while effective in academia, needs adaptation to the manufacturing environment. Her lack of experience in this sector, coupled with the negative perception from employees, hinders her ability to build trust and influence.
Organizational Culture: The company culture appears to be resistant to change, with a strong emphasis on tradition and hierarchy. This creates a barrier for Cheri's attempts to implement new HR initiatives, particularly those focused on diversity and inclusion.
Communication: Cheri's communication style, while effective in academic settings, lacks the clarity and empathy needed to effectively communicate with diverse stakeholders in a manufacturing environment. This leads to misunderstandings and further erodes trust.
Diversity and Inclusion: The case highlights the issue of workplace discrimination, specifically against women. This raises concerns about the company's commitment to diversity and inclusion, which are crucial for attracting and retaining talent in today's competitive environment.
Power and Politics: Cheri faces resistance from senior management, highlighting the role of power and politics in organizational decision-making. The CEO's lack of support hinders Cheri's ability to implement change.
Decision-making Processes: The case study highlights the importance of transparent and inclusive decision-making processes. Cheri's lack of involvement in key decisions regarding the previous HR head's departure further weakens her position and fuels employee distrust.
Employee Engagement: The case demonstrates the impact of negative perceptions on employee engagement. The lack of trust in the HR department and the perception of discrimination create a hostile environment, impacting employee morale and productivity.
4. Recommendations
1. Leadership Development:
- Executive Coaching: Cheri should engage in executive coaching to develop her leadership style, focusing on building trust, communication, and influencing skills specific to the manufacturing environment. This coaching should address her communication style, conflict management, and understanding of the company's organizational culture.
- Mentorship Program: Pair Cheri with a senior leader within the company who can provide guidance and support, helping her navigate the organizational dynamics and build relationships with key stakeholders.
- Leadership Training: Cheri should participate in leadership training programs specifically designed for manufacturing environments, focusing on building a collaborative and supportive leadership style.
2. Communication Strategy:
- Open Communication Channels: Establish open communication channels with employees, including regular town hall meetings, employee surveys, and feedback mechanisms. This will help Cheri understand employee concerns and address them proactively.
- Transparency and Accountability: Be transparent with employees about decisions and processes, explaining the rationale behind changes and holding herself accountable for her actions.
- Active Listening and Empathy: Develop active listening skills and demonstrate empathy towards employee concerns. This will help build trust and create a more open and supportive environment.
3. Diversity and Inclusion Initiatives:
- Diversity and Inclusion Training: Implement mandatory diversity and inclusion training for all employees, focusing on unconscious bias, respectful communication, and creating an inclusive workplace.
- Diversity and Inclusion Task Force: Establish a task force composed of employees from diverse backgrounds to advise Cheri on strategies to promote a more inclusive workplace.
- Review and Update HR Policies: Review and update HR policies to ensure they are aligned with best practices for diversity and inclusion, addressing issues of discrimination and harassment.
4. Building Trust and Support:
- Collaborative Approach: Engage senior management and other departments in a collaborative approach to implement HR initiatives, ensuring that everyone is invested in the process.
- Demonstrate Value: Focus on demonstrating the value of HR initiatives by highlighting their impact on employee engagement, productivity, and company performance.
- Build Relationships: Actively build relationships with senior management and other departments, fostering open communication and collaboration.
5. Basis of Recommendations
These recommendations are based on the following considerations:
- Core Competencies and Consistency with Mission: These recommendations align with the company's mission to create a positive and productive work environment, fostering a culture of respect and inclusivity.
- External Customers and Internal Clients: The recommendations focus on building trust and engagement with both internal and external stakeholders, improving employee morale and attracting and retaining top talent.
- Competitors: The recommendations align with best practices in the industry, helping Fern Fort University stay competitive in attracting and retaining talent in a diverse and global market.
- Attractiveness ' Quantitative Measures: The recommendations are expected to contribute to improved employee engagement, reduced turnover, and increased productivity, leading to positive financial outcomes.
6. Conclusion
By implementing these recommendations, Cheri can effectively address the challenges she faces, build a strong foundation for her leadership, and create a more inclusive and supportive organizational culture at Fern Fort University. This will not only improve employee morale and productivity but also enhance the company's reputation and attract and retain top talent in a competitive market.
7. Discussion
Alternatives:
- Ignoring the issues: This would likely lead to further employee dissatisfaction, increased turnover, and damage to the company's reputation.
- Focusing solely on leadership development: While important, this approach alone would not address the underlying issues of organizational culture, diversity, and inclusion.
- Implementing a top-down approach: This could lead to resistance and resentment from employees, hindering the effectiveness of change initiatives.
Risks:
- Resistance to change: Employees may resist changes, particularly those related to diversity and inclusion, due to ingrained cultural norms.
- Lack of commitment from senior management: Without the full support of senior management, implementing change initiatives will be challenging.
- Lack of resources: Implementing these recommendations requires sufficient resources, including time, budget, and dedicated personnel.
Key Assumptions:
- Cheri's willingness to adapt: Cheri needs to be willing to adapt her leadership style and communication approach to the manufacturing environment.
- Senior management's commitment to change: Senior management needs to be committed to supporting Cheri's initiatives and creating a more inclusive workplace.
- Employee willingness to engage: Employees need to be willing to participate in the change process and provide feedback.
8. Next Steps
Timeline:
- Month 1: Implement executive coaching and leadership training for Cheri.
- Month 2: Establish open communication channels with employees and conduct employee surveys.
- Month 3: Launch diversity and inclusion training program and form a task force.
- Month 4: Review and update HR policies to reflect best practices for diversity and inclusion.
- Month 5: Begin working with senior management to build support for change initiatives.
- Month 6: Monitor progress and make adjustments to the implementation plan as needed.
By following these recommendations and implementing them with a collaborative and transparent approach, Cheri can successfully navigate the challenges she faces and create a positive and productive work environment at Fern Fort University.
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Case Description
Cheri Mack, an African-American woman, has just arrived at Harvard Business School after working for three years at a major consulting firm where she learned to adopt the demeanor of her male colleagues in order to fit in. Some of her male classmates are critical of her masculine, aggressive style in the classroom. As she begins to plan for a new career in health care, their criticisms cause her to wonder whether having shed much of her femininity will compromise her effectiveness as a leader.
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