Growing Pains: Employee Development and Operational Procedures in a Small Expanding Firm

Authors
Neil Tocher, Pedro Mena, Tyler Burch
Region
North America
Topic
Entrepreneurship
Human Resources & Organizational Behavior
Length
3 pages
Keywords
Intake Process
Small Firm
Business Management
Employee Development
Operations Procedures
Student Price
$4.00
Target Audience
Undergraduate Students

This decision-based critical incident describes how Operations Vice President Cody of Bigfoot Heating and Air should deal with Nate, his competent but overstepping customer service specialist. While Nate was well liked and performed the scheduling and IT aspects of his job quite well, he tended to inaccurately diagnose customer issues over the phone, costing the firm significant time and money. While Cody would normally have fired such an employee, a tight job market, scheduling disruptions, and worries about a lack of standard operating procedures at Bigfoot were causing him to consider a more developmental fix to the Nate mess.

Learning Outcomes

After completing this assignment, students will be able to: 

1. Discuss why employees commonly overstep their duties within small firms. 

2. Contrast creative strategies to deal with difficult employees. 

3. Debate the pros and cons of creating and implementing standard operating procedures in small firms.