• This case analysis is to be done individually. Carefully read the scenario below and write a 500-1,000-word case analysis report, In MS Word, double spaced, 12-point font, APA standards.
• Your case analysis must include a minimum of 3 external academic resources.

Scenario

Tri-State Dairies is a regional manufacturer that packages and sells dairy products. The company sells and distributes its products to retail and food-service customers in New York, New Jersey, and Connecticut. Over the past three years, the company has experienced an increase in customer complaints about its delivery drivers, most relating to their appearance and behavior. As Vice President of Human Resources, you have taken on the responsibility of correcting this situation by creating training programs to communicate new goals and expectations to managers and personnel.

Introduction

As Vice President of Human Resource for Tri-State Dairies, you are concerned about the increase in customer complaints about your delivery drivers around timeliness and their attitudes toward customers. You also realize there has been a marked increase in accidents involving company vehicles, and expenses for repairs and maintenance have sharply increased.

You have been brought in from another company's HR department, a national produce distributor, to solve the problems.

Background

To get the lay of the land, you decide to send several of your analysts out to distribution centers for a day to observe and gather informationa tough assignment since corporate types usually arent made to feel very welcome in the field. At the distribution centers, analysts attend early morning staff meetings with the managers and drivers, interview the managers about various aspects of driver knowledge and training, and inspect the facilities. In the afternoon, the analysts ride along with a driver for part of his or her route.

They report back to you several problems with drivers including dress code violations, poor performance, and low morale. In general, their attitude toward their job was, at best, poor, although there were some employees who displayed enthusiasm for the job, enjoyed talking to the customers, and looked clean and professional.

As the new VP of Human Resources, you have been tasked with correcting this situation. Your action is required to improve these issues.

Meeting with the CEO

You talk to the CEO candidly about the problems after a staff meeting. The CEO says:

The Vice President of Distribution was right about the delivery drivers. From what I can see, theyre a pretty rough bunch. Schedules are not met, and there are rumblings from customers regarding poor service. Their appearance is poor; a lot of untucked shirts, mismatched trousers, dirty uniforms, and battered work boots. Some of the drivers havent shaved in a few days and some sport long, unkempt hair. But I think the problem with customer complaints and untimely deliveries go deeper than their appearance. When I think about the fact that these drivers are our primary contacts with customers on a regular basis, the situation seems pretty bad.