Hayward Healthcare
Systems, Inc.
A Notre Dame case study prepared by Professor J.
S. O’Rourke, IV with the research assistance of Ms.
Christina Grimmer. Copyright: 2004
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Agenda
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H
Hayward Healthcare Systems, Inc.
Business problem
Critical issues
Stakeholders
Considerations
Solutions
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Hayward Healthcare
Systems, Inc.
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Mid-size, non-union company
Located in Hayward, California
Distribution Center generates $80
million a year:
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50 employees, including 15 minorities
and 18 females.
Bob Jackson is the new operations
manager at the distribution center.
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Business problem
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Management lacks control over
workplace behavior.
Conflicts lead to physical altercations
among the employees.
There are high defect rates and errors
in the orders taken from client clinics
and hospitals.
Workplace conflict has the potential to
damage reputation and bottom line.
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Critical issues
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Effect of poor management on
employee morale, productivity, and
behavior.
Effect of poor employee morale,
productivity, and behavior on the
business
Previous management’s conflict
resolution style
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Critical issues (cont’d)
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The challenge of improving
performance in a relatively short period
of time.
Dealing with the immediate issue of
the fight between the two loaders dock
employees.
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Stakeholders
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Bob Jackson
Distribution center supervisors
Distribution center employees
Hayward Healthcare, Inc.
Customers
Competitors
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Considerations
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How did poor management lead to the
problems in the workplace?
What can Bob Jackson do to deal with
the immediate conflict?
What conflict resolution styles might
work best in this situation?
How can Bob Jackson improve the
working atmosphere in the division?
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Solutions
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Bob Jackson must:
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H
Deal with immediate situation of two
loading dock employees.
Address the conditions that allow these
types of disputes to occur.
Draft a set of guidelines for formal conflict
resolution.
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