Columbia Southern Closing Relocation of A Call Center Case Study Analysis
Instructions
Review the case study below, and answer the questions that are provided.Provide complete and detailed responses to each question. Your paper must beat least three pages in length.
The Closing and Relocation of a Call Center
In this case study, you are the regional human resource director for aFortune 500 company. You receive an unexpected visit from your vice presidentof human resources (VP of HR), who informs you that there is a reorganizationtaking place within your company. He starts by explaining that the president ofthe company has decided to retire after 28 years, and the new president hasdecided to move the current headquarters from the Northeast to Texas. Nobusiness reason was provided. There will be almost 1,000 employees redeployedsince the company has existed in the Northeast for more than 75 years. Thisinformation will be released to employees within the next week. The callcenterwith more than 500 employees, including your office that is locatedwithin itwill also be relocated to another southern state. All employees willbe offered their current positions and a relocation package if they wish tomove. Those who do not want to relocate will be given a severance package withoutplacement services provided.
Mr. Davis, your VP of HR, is aware that you hired most of the individualsworking in the call center and that you are very familiar with the culture andemployee status. This news will be devastating to the employees because theyhave made this the most productive and efficient call center within thisglobal corporation. Mr. Davis came to get your advice on how to best handlethe communications plan for announcing this news in your region.
Mr. Davis has taken care of notifications to the state and federalgovernment (i.e., the 60-day notice required according to the Worker Adjustmentand Retraining Notification [WARN] Act, which announces that the business isrelocating and that employees will be redeployed). From previous experience,Mr. Davis shares with you that you will be contacted by the state to set upmeetings so that the state may address all of the employees concerning thestate benefits and services available to the employees.
Mr. Davis shares two important messages from the new president: (1) Althoughthis news may be unsettling to many employees, business must be conducted inthe same professional manner as always, with the least amount of disruption;and (2) whether the employees decide to relocate or not, while they areemployed, they must maintain productivity levels, and their metrics will bemonitored as usual.
Mr. Davis informs you that Mr. Woods, senior vice president (SVP) of theregion, who is responsible for the call center, is being told of thisreorganization via a conference call with his boss on the West Coast and thepresident of the company. Mr. Woods will be joining you and Mr. Davis to planthe communications shortly. Mr. Davis wants to get a head start on planningwith you because he has a flight scheduled back to headquarters thatafternoon.
You begin to outline a plan for the communications strategy; for example, youinclude information that will assist Mr. Woods in preparation for his meetingwith his direct reports where he will deliver the news. Other questions youthink about during the development of the outline are as follows: Whatinformation will Mr. Woods give to his direct reports this afternoon, and whatwill he give them to share with their managers and employees? Mr. Davis seesyour outline, and he encourages you to develop your outline into acommunication plan/plan of action and to continue to share it with Mr. Woods.
Before Mr. Davis leaves for the airport, he asks you to report back to himwith any issues or difficulties you are experiencing with employees. Mr. Davisalso asks that you report the following information to him: How manyemployees do you think will want to relocate? What do they want to knowabout the new location? What can he do to help answer these questions forthe employees? What can he do to assist you with the communication plan orany activities you plan within the next 60-day period? Mr. Davis gives youall of his contact numbers and reminds you that he is available to you forquestions and concerns at any time.
Analyze the information presented in this case study, present yourcommunication plan, and answer the questions below. Your case study papershould be at least three pages in length and should follow APA guidelines.
Your communication plan should address the following questions:
Whatare your concerns? For example, how will you motivate the employees tostay throughout the 60 days if they have other job offers? How willyou motivate all employees to maintain their productivity levels?
In the article “Semper Fidelis! A Recipe for Leading Others?” which ispart of your Required Reading for this unit, Aubrey Daniels describes howa person earns lea
