CH15 Apply Your Skills: Case for Critical Analysis Pulse Exercise Systems up. and work the kinks out of a new system that everyone What's wrong with the teain? What's wrong with the team? at Pulse Exercise is ager to see NOW. Nichole Davidson's words repeated over and over in Henry He was interrupted by the flight attendant. "Would you Baker's head as he boarded the plane from Los Angeles to care for a drink, sir?" Chicago. "Yes. Make it a scoth and water. And be light on the Baker was responsible for the technical implementation water." of the new customer relationship management (CRM) Baker took his drink and continued to write. software being installed for the sales offices in both cities. 3. Thank God for L.A. From the ourset, Barry and Max The software was badly needed to improve follow-up had worked feverishly while avoiding the whining sales for Baker's company, Pulse Exercise Systems. Pulse and complaining that seemed to overwhelm memben Exercise sells exercise equipment to high schools and colleges, as well as to small- to mid-sized businesses of the Chicago team. The atmosphere was different. for recreation centers, through a national force of 310 Although the project moved forward, meeting salespeople. The company's low prices had won it a lot of deadlines, there appeared to be less stress. The L.A guys sales. However, its follow-up service was uneven, and the focused tirelessly on work, with no families ro consider. new CRM system promised to resolve those problems, alternating intense work with joking around. These are my kind of people, he thought. with historical data, inquiries, reminders, and updates going to sales reps daily. The CEO of Pulse Exercise had 4. But there is Chicago, he wrote. Earlice in the day, Sam ordered the CRM system installed with all possible haste. Matheny from sales had e-mailed, and then called, Baker pulled a yellow pad and pen from the side pocket Baker to tell him that the two remaining members of of his carry - on bag and tossed them on the seat beside the the Chicago team appeared to be altemating between window, stashed the bag in the overhead compartment, and sat bickering and avoiding each other. Apparently, this had down as other passengers filed past. In an effort to shut out his been going on for some time. "What's with that?" Baker thoughts, he dosed his eyss and concentrated on the muffled wondered. And why did Sam know and I didn'e?" voices and low whooshing sound of the air vents. He wrote Whats wrong with the team f three times and began drawing time to eall and text both Finley and Johnaton. arrows to cindes bearing the names of his team members: admitted that he had overreacted to Johnston. ordered the CkeM system instaled wtthall possible haste. Baker pulled a yellow pad and pen from the side posker Baker to tell him that the swo remaining members of of hir cirry-on bag and torsed them on the seit beside the the Chicago team appeared to be altemating between window, stashed the bag in dhe overhead compartment, and sar bickering and avoiding each other. Apparently, this had down as other pessengers filed past. In an effort to shut out his been going on for some time. What's with thatr" Baker thoughts, he dosed his eyes and concentrated on the muffed wondered. And why did Sarn know and I didn'r? voikes and low whooshing sound of the air venta. He wrote "Whats wrong with the team? three cimes and begatadrawing that morning, before his Bight, Baker had ro make Whats wrong with the team? throe times and began drawing time to eall and text both Finley and Johnston. Finkey arrowx to circles bearing the names of his team members: Idmitted that he had overreacted to Johniton. Barry Livingston and Mur Wojohowski in Los Angeles, and "Look, man. Im tired and stressed out," Finkeysad, Bob Finkey. Lyne Johnston, and Sally Phillips in Chicago We We been working nonstop, My wife is not happe: He marked through Sally's name. She had jumped Juat ger along until this project is completed, Baker ship recently, taking her less-than-stellar but still-much- ordered. needed talents with her to another company. Ir was on a "When will that be?" Finley asked before hanging up. previous W.A-to-Chicago flighe that Sally had pumped him Baket thought about Nichole Davidsonis peniatent for feedback on her furure with Pulse Exercise She had complaints to him that the team appeared to have a informed him that she had another job ofter. She admitred lack of pasion, and she admonished him to get your as a member of the team and she wanted more quality of complainrs only added to his own stress level. He had long life." Baker told Sally blindy that her technical expertise. considered himself the front runner for Davidsonis job on which he placed top importance, was alighely below that when she retired in two years. Bur had his team ruined of her peers, so future promotion was less likely despiee her thar opportuniry? The sense of urgency could be meaured impressive people and team skills. He wrote "quality of life" circled it, and then crossed had all endured. He admitred his team members were quality of life" he mused. "I 'we burcly seen my wife and kids Baker wonderod. "Is it mo late to tum around and since this project started" Baker's team was under a great rotore the levd of reamwork? He tore off the sheet from the deal of pressure, and he had needed Sally to stick it out. He pad, cramplot ir in his hand, and arared out the window, told her so, but the plane had barely touched down when she went directy to the office and quit, leaving the feam Questions shorthanded and coo dose to deadline to add another body. Wbat's wrong with the teatm? Baker furiously scribbled 1. How would you haracterize Bakeris leadership as his thooghts raced: atyle What approach do you think is correct for this situation? Why? 1. The deadline is rificulowely shert. Davidson had schedaled a cen-weck completion deidline for the new CRM software. 2. What would you do now if you were Baker? How influting intallation and training for boch cibes. might you awaken more cnthasixm in your tram for complecing this project on time? Suggest apecific Baker suddenly stopped writing and drew a rider and horse, then rerursed to his list. 3. How would you suggest that Baker modify his 2. If ori the some frazeled povy-expros rider naning bud leadership style if he wants to succeed Davidson in two otid forth dormi the couniry, trying to develop, build, int years? Be specific. 1.- How would you characterize Baker's leadership style? What approach do you think is correct for this situation? Why? 2.- What would you do now if you were Baker? How might you awaken more enthusiasm in your team for completing this project on time? Suggest specific steps. 3.- How would you suggest that Baker modify his leadership style if he wants to succeed Davidson in two years? Be specific