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THINKING CRITICALLY > Case 9-A: Making a Mark as a Leader Robert Mark is twenty-two years old and will be receiving ensure that renewal notices are sent on current policies, his BS degree in mathematics from Concordia University in to tabulate any changes in premiums from a standardized Montreal at the end of this semester. He spent the past two table, and to advise the sales division if a policy is to be summers working for Montreal Insurance Services (MIS), canceled as a result of nonresponse to renewal notices. filling in on a number of different jobs while employees Robert's department is composed of individuals took their vacations. He's received and accepted an offer to ranging in age from nineteen to sixty-two years. The join MIS as a supervisor in the policy renewal department median age is thirty-eight. The salary range for policy on a permanent basis upon graduation. renewal representatives is $2,480 to $3,000 per month Montreal Insurance Services is a large insurance com- (in U.S. dollars). Robert will be replacing a longtime pany. In the headquarters office alone, where Robert will MIS employec, Peter Finch. Peter is retiring after thirty- work, there are 11,000 employees. The company believes seven years with MIS, the last eleven spent as the policy strongly in the personal development of its employees. renewal supervisor. Because Robert spent a few weeks This translates into a philosophy, flowing down from sen- in Peter's department last summer, he's familiar with ior officials, of trust and respect for all MIS employees. Peter's leadership style and knows most of the depart- The job Robert will be assuming requires him to mental employed. He anticipates no problems from any work with and supervise the activities of eighteen policy of his soon-to-be employees, except, possibly, for Uri renewal representatives. The unit's job responsibility is to Garavich. Uri is well into his forties, has been a policy . renewal representative for more than sixteen years, and as one of the senior members of the department, carries a lot of weight with other employees. It may be impor- tant to note that Uri didn't apply for the supervisor's job Robert got. He simply didn't want the formal responsi- bility of being a supervisor-even though it would have meant about a 15 percent pay raise! He felt the job duties might interfere with his primary outside interest-coach- ing his son's ice hockey team. Nonetheless, Robert has concluded that his job could prove very difficult without Uri's support. Robert is determined to get his leadership of the department off on the right foot. As a result, he's been doing a lot of thinking about the qualities of an effective supervisor a Drawing Purpose: Should describe what you are trying to accomplish by writing document or presenting information Facts Align group on relevant standards (subject of supervision) that are considered the best practices Align group on your perspective of the relevant events that have transpired Analysis Gap between case facts and best practices. (Only generated from facts) Identify problem that is preventing case from optimization Recommendations Provides real solution to problems identified in analysis Answer to purpose of case Notes: A written case studies requires description to explain critical elements of your thought process. The reader should not have to guess 1 Bullet points are only useful to communicate a list of similar items