Module 11: Client Assignment Notes

HPs Organizational Design

Material Required (read the following):

1. Memorandum (See Memo 11).

2. Chapter 11 in the SMI training manual (Rothaermel: Strategic Management, 4e).

3. HP Form 10-K, for the fiscal year ended 10/31/2014you will be directed to specific sections. (See PDF 1).

4. Information provided by SMIs Data Analytics team. This organization has searched various sources to provide you with the information you will need to conduct your analysis.

Read Chapter 11 in the training manual, HPs Form 10-K dated 10/31/2014 and the detailed information provided to you by SMIs Data Analytics team.

Address the following questions for the client:

*Note: Explanations are only included after some questions to assist with understanding where necessary.

Topic: Control and Reward Systems

You have learned from your training materials that values and norms contribute directly to a companys culture. Culture, defined as shared norms, in turn contributes to control by helping employees address unpredictable and irregular situations and problems (common in service businesses). HP believes it has a risk regarding its proper management of service businesses. HP plans to contact SMI this week to discuss potential organizational cultural mitigations that HP could put in place to help ensure that their employees pay special attention to customer service. Which of the following could be included in a list of recommendations that focus on the expression of organizational culture? Check all that apply.

Check All That Apply

• Highlight customer service wins achieved by employees in a company email.

• Celebrate customer contract renewals with a departmental pizza party.

• Provide t-shirt and coffee cup giveaways that say Customer service is my #1 priority.

• Ensure that all customer service employees practice appropriate behavior and maintain a professional attitude when dealing with customers.