1. What is the main issue in this case?
2. How can the Donor Service Department become more effective?
3. Describe intergroup conflict in the Donor Service Department?
4. How could empowerment change the situation at the Donor Service 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.