Question: subject: global value chain Mini Case #1 Heidi is a new manager of a team. As part of her new role she has been asked

subject: global value chain

Mini Case #1 Heidi is a new manager of a team. As part of her new role she has been asked to improve the customer service provided by the team. She decides to start by having a number of focus groups with the team to ask about their ideas on the current strengths and how to improve customer service moving forward. Heid has a great deal of knowledge in customer service and she knows the team respects her for this but he feel the focus groups are important approach to help in the change process. Heidi has heard from the team they are not respected by management and most decision are made with no input from the team which has made them feel disengaged and frustrated at work. Heidi wants to build commitment around this change to customer service so she knows this approach is very important to building engagement and long term commitment on the team. Outline Key Case Detail Outline OB Concept That Connects with a definition of the OB concept. Provide an explanation of how OB concepts connect to the case. It is required to Bold all OB concepts

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