Read chapter 15, then read the following case and answer the questions followed.
MediScribe Corporation Case
MediScribe provides medical transcription, insurance claims, and billing and collection services for doctors, clinics, and hospitals in south Florida. As a production supervisor, Ramona Fossett is responsible for the work of approximately 40 employees, 25 of whom are classified as data entry clerks. Fossett recently agreed to allow a team of outside consultants to come to her production area and make time and systems-analysis studies in an effort to improve efficiency and output. She had little choice but to do so; the president of the company had personally issued instructions that supervisors should cooperate with the consultants.
The consultants spent 3 days studying job descriptions, observing employees daily tasks, and recording each detail of the work of the data-entry clerks. After this period of observation, they told Fossett that they would begin more detailed studies and interviews on the following day. The next morning, four data-entry clerks were absent. On the following day, 10 failed to show up for work. The leader of the systems-analysis team explained to Fossett that if there were as many absences the next day, his team would have to drop the study and move on to another department, as a valid analysis would be impossible with 10 out of 25 workers absent. Fossett, who had only recently been promoted to the supervisors position, knew that shed be held responsible for the failure of the systems analysis.
Concerned for her employees and her own job, she telephoned several of the absent workers to find out what was going on. Each told approximately the same story, saying they were stressed out and exhausted after being treated like guinea pigs for 3 days. One employee said she was planning to ask for a leave of absence if working conditions didnt improve. At the end of the day, Fossett sat at her desk considering what could be done to provide the necessary conditions for completion of the study. In addition, she was greatly concerned about implementing the changes that she knew would be mandated after the consultants finished their work and presented their findings to the president. Considering how her employees had reacted to the study, Fossett doubted they would comply instantly with orders issued from the top as a result of the findingsand, again, she would be held responsible for the failure.
Questions
1. Why do you think employees are reacting this way to the study?
2. How could their leaders have handled this situation to get greater cooperation from employees?
3. If you were Ramona Fossett, what would you do to overcome resistance to change?
4. What would you do to implement any changes recommended by the study?
Pictures of Chapter 15 are attached.
please answer as: 1. …… 2. ……. 3. …….
Please don’t use any outside sources.
Pictures of chapter 15 are included.
