INTEGRATIVE CASE 9.0
The Donor Services Department
Sam wanted Joanna to analyze his Donor Services Department, because he’d received complaints about its efficiency. Since he’d been told that his office needed to double in size, he wanted to get all the bugs worked out beforehand. Joanna agreed to gather information and compile a report. The work of a Donor Services Department consists of translating letters, preparing progress reports, and answering donor questions. It handles the paperwork associated with enrolling new families, reassignments, and special gifts. Having accurate enrollment figures is crucial because the money received is based upon these figures. There is a significant level of conflict which reduces efficiency and effectiveness in the Donor Services Department.
1. What is the main issue in this case? The main issue in this case is that this department has several work related flaws that is causing the productivity to suffer from lack of accuracy and efficiency among other things. Joanna has been brought in to kind of take an observation of the workload, the departmental structure and the responsibilities that lie with each associate.
2. How can the Donor Service Department become more effective? The Donor Service Department could be more effective if they took a hard look at their organizational chart and their internal communication amongst the workers. They have a person in a supervisory role that really does not know where her authority begins and ends. She lacks the skills and assertiveness needed to foster a positive work environment and she lacks the desire to hold the position overall. They need to put forth better instructions for the supervisor and set clear and detailed roles for everyone in the office. They also need to redefine the roles and procedures for the office workers and perhaps start a new initiative to get the workers to become more motivated, perhaps by spreading the...