Decision Making / 6 / 6.7

6.7 WORKING WITH SUBGROUPS TO ELICIT THEIR VIEWS OF THE PROBLEM SITUATION

The general problem situation, as depicted at Figure 6-1, is next investigated by engaging individual subgroups in conceptualisation of the problem as it appears to them. The subgroups formed are:

• directors,
• managers,
• plant workers, and
• truck drivers.

The general narrative describing the problem situation is augmented by a set of additional observations, which impact upon each subgroup. These are:

• Directors. ThreeTwoOne’s directors provide the guiding input to how the company will run. Further observations are:
• As a long-term strategy to improve the company’s viability, traditionally directors have been given a bonus based on the company’s annual profit, as shown in the annual report.
• A couple of the directors are nearing retirement. These directors are advocating maximising profit in preference to investing in new trucks, plant and equipment that the managers claim are desperately needed.
• Other directors recognise that to be profitable in the long term, a ‘competitive edge’ is essential. They are advocating investment in:
• New information technology customer service systems intended to better capture customer orders and meet customer expectations.
• At least two new trucks, or as many as are fully justified by the consultant’s report, when it is delivered.
• Automated plant.
• Training of management personnel in customer relations and management techniques.
• Some directors see managers currently employed are ineffective and are advocating replacements are found.
• Managers. Managers at ThreeTwoOne schedule the plant’s operation based on customer requirements and aim to have the plant operate as efficiently as possible. Staff includes the site supervisor, operations manager, operations manager and clerical staff. Observations pertinent to this group are:
• Managers are always very busy. They say they are overworked.
• Plant operators and drivers continually claim they are not given sufficient time to do their work. Management expects them to react immediately to every crisis, when managers not forecasting incoming orders create many crises.
• Managers would prefer all workers to be members of the one union, Workers United. They would prefer to deal with only one union.
• The drivers’ initiative to become part of the Transport Workers United union is treated with a good deal of distain and distrust.
• Managers are seeking to improve operational efficiency, and this could mean redundancies.
• Managers would prefer to use owner-driver contractors regardless of the short-term premium paid. They believe that by negotiating longer-term contracts, the cost penalty could be overcome and a better deal could be achieved. This is perceived as being more cost effective. It would also provide an opportunity to get rid of militant drivers.
• Plant workers. Workers at ThreeTwoOne perform other duties such as operating the batch plant, servicing and repairing equipment on-site. Under direction of management staff they manage various aspects of plant operation. Observations are:
• Priority is given to delivering concrete, and little consideration is given to plant workers. If there are rush orders, plant workers often have to work through scheduled breaks, or start early. They are expected to be reactive to everyone else’s priorities.
• If an equipment failure or delay occurs, they are the first to be blamed, particularly when trucks queue up for concrete when none is ready.
• There have been a number of ad hoc meetings about the operation of the plant. On a couple of occasions, they were not notified until it was almost too late to attend.
• Workers and truck drivers are currently members of the same union, Workers United. The union has not been very helpful in recent months. The drivers are seeking to become part of the Transport Workers United. As a result, workers believe they will be left to fend for themselves.
• Managers are seeking to improve operating efficiency, and this could mean redundancies.
• Truck drivers. Truck drivers at ThreeTwoOne perform what is considered to be the most prestigious job. However, they are not a united group. Observations relevant to this group are:
• There are permanent employees who drive the company-owned trucks.
• During periods of high workload, owner-drivers are brought in to assist. These drivers work on short-term contracts.
• Contract drivers are not really trusted by the permanent drivers.
• There are rumours that, starting in the next financial year, the government will be encouraging out-sourcing by providing rebates to companies who use owner-drivers on contract.
• There have been a number of ad hoc meetings about the operation of the plant and meeting customer expectations. The truck drivers see themselves as providing a vital interface to the customers and so believe they should have the major input to such meetings. Consequently, other groups have left such meetings feeling their views have not been represented fully.
• Permanent truck drivers are currently members of the same union as the workers, Workers United. These drivers are seeking to become part of the Transport Workers United.
• The drivers do not fully understand the directors who, on one hand, are saying that they intend to buy a number of new trucks, whilst on the other are rumoured to be planning to use more contractors.