Underestimating Demand and Leadership Challenges: A Case Study on Chorus Company

In this assignment we will discuss about leadership & management and below are the summaries point:- Chorus Company underestimated the demand for fiber wires and faced customer dissatisfaction. Leadership skills and shortage of skilled technicians contributed to the company's problems. Different learning theories, such as behavioral, cognitive, and constructivist learning, were relevant in analyzing the situation.

Leadership and management
Assignment-1
Student’s Name

Leadership and management 1
Introduction
This entire case highlights how Chorus have underestimated the demand for the fiber
wires and connections and how their prompt over the poor services which were delivered in
terms of Telco infrastructure. Faults in the copper wires by being wet due to the weather
issues have created the unexpected demand for the connection of the ultra-fast broadband
network.
All this generated the problem of complaints via emails, no phone connections
worked out and waiting done by the ultimate customers for months for reparation. This in
general highlights the customers’ dissatisfaction towards the placement of the fiber
connections made (NZ herald, 2016).
The entire problem, in this case, was lacking in leadership skills that how to handle the
situations, what all training sessions need to be provided in order to perform better for the
ultimate customers. In addition, the most significant problem was the shortage of skilled
technicians. For this chorus also made recruitments from India and the Philippines.
Moreover, the appeal was also made to the government for foreign workers to gain visas.
Hence, by seeing all these issues have majorly affected the productivity and the quality of the
Chorus. They also have conflicting incentives, and many of the customers were dissatisfied
by the fixation of the wires (Chorus, 2017).
1.1 Behavioral learning highlights focusing on the impression that all the actions are
mandatory though training. Conditioning majorly occurs through proper connections
with the situation. In addition, behaviorist mostly believes that the responses to the
environmental stimuli shape future actions.
1.2 Cognitive learning highlights about the active, constructive and the long-lasting
learning, which engages the persons in the learning processes, making them the use of
the brain, and helps them in making connections that are more effective when they are
learning new concepts.
1.3 Constructivist learning highlights the people who actively build or generate their
own idiosyncratic illustration of the objective realism. As in, this new info is
connected with the prior information, which was gained through personal experience
and hypotheses of the environment (Argote, & Miron-Spektor, 2011).

Leadership and management 2
Analysis
One of the individual learning that took place in Chorus was in behavioral learning is that
as Chorus Company do know about the winter and due to rain all the copper wires get wet
and causes faults and by knowing this they also underestimated the demand for the fiber
wires as they do not cause faults. As they self-realized that Fibre is future as their capacity is
higher in comparison to the copper wires and carry low maintenance cost. Hence, behaviorist
mostly believes that the responses to the environmental stimuli shape future actions.
Therefore, do the company needs to feel what is good according to the countries best
requirements and performs in that way.
2. Learning methods
Single loop and double loop learning are one of the theories, which were given by Chris
Argyris, which highlights that the association and its workers will recover their understanding
of the root cause issues and will think of the operative ways to solve them (Shuck, Albornoz,
& Winberg, 2013).
(Source: Shuck, Albornoz, & Winberg, 2013).

Leadership and management 3
Analysis
One organization learning that was gained from the chorus is- According to the single
loop issue, the major issue was the ignorance of installation of the copper wires instead of
fiber wires. Chorus was aware of the weather of Auckland that in winters it rain and hence
majorly affect the placing of the wires. In a double-loop aspect, company major issue was the
ignorance of the customers’ problems and quires. In addition, on that basis, they decided to
shift over the fiber wires than copper ones (Van Dooren, 2011).
Identification of the core problems
 One of the major issues, in this case, is- faults were occurred due to the installation of
the copper wires, as they got wet in Auckland’s weather. Irrespective the households
want to be connected to the fiber networks hence they were not connected properly
and hence complaints were out in media through customers. Over this, they were also
not properly responding to the clienteles’ issues and complaints.
 Other than this, the company also faces a shortage of skilled technicians, in managing
concern, the recruited more of technicians’ in order to regain the unmanaged situation.
Organisation
learning
Single loop
This form of learning aims at
solving the increased changes
and the problems that have
risen. However, ignorance is the
real cause problem .
Double loop
In this, the learning goes more deeply into the
cause of problem and feedbacks are used to
look at the past action. Hence, adoption of
certain strategies and procedures are taken
into considerations .

Leadership and management 4
 The employees were also leaving the job as they were paid the fixed fee per job. As
contractors of the firm think of earning more money so, they hire subcontractors in
which 60% was for them and the rest 40% was in the hands of contractors. Hence, this
majorly affected the quality of workings within an organization. By doing all this,
Chorus was scarifying with its quality for getting their job done at cheaper rates.
 Other than this, attracting and giving training to labors was also one of the major
issues for the country as there is a huge investment and the efforts were linked with it
(Schwartz, 2013).
 Other than this with the growing demand for the fiber, networks were increasing and
larger proportion of the network was wet, there were larger numbers of faults, there
was high maintenance cost for the same, and the maintenance was neglected as the
resources were directed towards fiber networks (McIntyre, Harvey, & Moeller, 2012).
Problems with learning are-
 No motivation- In this case, there is a lack of motivation as Chorus company they are
paying their employees, contractors, sub-contractors the fixed fee per job. As for
motivation concern employees wants more satisfaction in their work, productivity.
However, due to the wrong decisions made them decrement in the quality of the
products, services and hence leads to the lacks of motivation towards work. Hence,
without being motivated employees will be unable to work effectively and efficiently.
 Lack of training- This is also one of the major issues, in which they highlight that
one of the critical element in the workforce. As there was a significant shortage of
skilled technicians, so they were recruiting workers from overseas. For the same it
was difficult to provide training as cost related to it was very high. As there was huge,
investment and efforts were needed in order to attract and train workers. (Thoonen, et
al, 2011).
 Resistance to change- This aspect highlights that Chorus Company was unable to
manage the company well or the change, which needs to be taken, is not taken.
Handing of the workforce or effectively engaging the employees was also the main
cause of the failure. The company needs to implement a lot more changes by grabbing
opportunities, which came to their way. Lastly, the communication gap between the
customers and the company has generated a lot more problems for the company.
Hence, without exchanging of communication this will majorly affect the organisation
at large.

Leadership and management 5
 Short-term focus- This was also one of the major issues in Chorus that they were
more focusing on short-term goals rather long term. Likewise, they were recruiting
more workers rather than making stay the earlier workers and making them more
efficient towards work. By doing this, they were hampering the overall quality of the
company productivity along with the efficiency and effectiveness of the organization
too.
In terms of case, without training, motivation, effective exchange of information and
without being flexible within the company environement, will majorly affect the
companies’ productivity and will also affect the employees mindset towards working with
effective and efficient way.
3. Recommendation of strategies based on these theories
Behavioral theory- In this theory the generation of new behavior lies or is based on
environmental conditions. Moreover, in this, behaviorist mostly believes that the
responses to the environmental stimuli shape future actions. Leaning for this aspect is that
the company before placing copper wires should need to analysis the weather that the
country supports. If they did so they would have saved themselves from the company’s
failure.
Cognitive theory- Cognition refers to the individuals’ thoughts, feelings, ideas,
knowledge, and understanding of the environment. In relation to the case, Chorus has
been sounder while forming decisions in relation while further installation made of the
fiber networks. As the major issues, arise due to the installation of the copper networks by
knowing the fact that Auckland winters are wet.
Constructivist theory- As a constructivist theory of learning highlights about the
humans’ constructive knowledge and the meaning and learning’s from their experiences.
In concern to this case, Chorus have had their experiences from which they have
numerous learning for their safe future. Likewise, rather than increasing the number of
workforces they should have focused on quality so that the customers can be happy and
satisfied in the future (Bonk, & King, 2012).
Knowledge management theory- States the ability to manage the knowledge through a
proper process of scheduling, organizing, inspiring and governing over the people, process
and the system in the association. The major focus of the knowledge management is over the

Leadership and management 6
content, of the information that the organization obtains, generates, procedures and ultimately
uses.
4. Knowledge management
Knowledge discovery
According to the case, Chorus need to the set of comparatively new organizational
happenings, this aims at refining information, administrative behavior and the decisions
and the overall organizational performances. Hence, the above knowledge management
process involves the innovation, individual learning and collaborative decisions making
for further enhancement of organization. Lastly, the intermediate outcomes help in
improving the organization behavior, products, services by chorus and relation with the
ultimate customers that enables the overall effectiveness and efficiency (Doolittle, 2014).
Knowledge capturing and sharing
Storage
transfer
sharing
Knowledge
creation
Innovation
collective learning
collaborative decision
making
Organisation
process organisational
behaviour
relationship with
suppliers and customers
Intermediate
outcomes
improved organisational
perfoemnces
outcomes

Leadership and management 7
Strategies in concern to the case state that chorus organization should make use of a
proper planning process while installing the copper wires or shifting over fiber networks
as the future is fiber. Therefore, by the use of innovative techniques the company can gain
the trust of the customers. Other than this, they should think of employee motivation
techniques so that they can generate productivity and quality rather than quantity (Bakker,
Demerouti, & Lieke, 2012).
5. Within chorus three of the social and cultural traits are-
The positive and negative attitude towards employees is of the traits, which are
highlighted within the chorus. The company has developed various short term and long-term
incentives programmes to ensure the wellbeing of the employees and they have adopted the
inclusive culture to ensure safety, security of the employees.
In negative aspect, the company underestimated the demand of the fiber networks
because of the services provided and lack of availability of the fiber networks which majorly
affected the brand image of the company.
In responsibility concern, it is compulsory for the employees to carry out the duties
or the set goals by the company. In the chorus, there are numerous duties assigned to the
ultimate workers towards the company. They just work for it and help the company in fully
developing all the regions.
Consideration of the social elements of decision making- highlights that Chorus
Company is now majorly focusing on producing the high quality of products, which are of
top quality as compared to the other companies. In addition, they are also focusing on
employees’ motivation aspect so that they can perform better for the customers as well as
maintaining the overall efficiency and effectiveness of the organization.
6. Behaviour, attitude and traits
Community focus- In this aspect, the chorus needs the use of collection facilitation,
community forming, and cooperative problem-solving. For the overall success, the company
should be honest and clear about what the company does, Keep on organizing things within
the company. Lastly, the company should organize the resources groups of the stakeholders
to address describe and implement the policy (Eskerod, & Jepsen, 2013).
Quality- One of the major aspects, in this case, is the maintenance of the quality of
the product. Likewise, Chorus is now focusing on improving the fiber connections process

Leadership and management 8
and delivering high-quality connection experience for the ultimate customers. Moreover,
meeting the quality standards with the growing experience and meeting the demands of the
consumers Lastly, Company is also a high quality of service of the copper broadband
network services.
Continuous development- In Chorus Company, they are now majorly investing in
recruitment, development and wellbeing programmes are supporting a diverse and inclusive.
They are also focusing on customers’ needs and wants and making efforts in fulfilling the
personal needs of their personal developments. Shifting them from the copper wires to the
fiber wires or the network was the initial development and change made by the organization
that leads or increment in the overall performance of the organization effectively and
efficiently (Guyen, Mohamed, & Panuwatwanich, 2018)
7. Leadership styles
Implications
Leadership styles Implications
Autocratic In case, Chorus top management makes every
Autocratic
This style of
leadership has
a strong focus
on both
command of
the leader and
control of the
follower. This
approach is
followed when
situation calls
for rapid
decisions and
decisive actions
Democratic
In this, leaders
offer guidance
to group
members,
members is
also allow to
give inputs. By
this, members
feel engaged
and are more
motivated and
creative. This
make them
feel important
part of team.
Transactional
This style
highlights
about
employer-
employee
relationship. In
this, there are
clear defined
roles. In this
group
members feel
motivated
while receiving
rewards and
hence helps in
generating
creativity and
out of box
thinking .
situtational
In this,
organisation
for their
benefits needs
to direct their
employees
with some little
guidance, and
assistances.
Leaders should
give lot of
support so that
it leads in
development
of learner skills
and improves
organisational
performances .
Transformational
This style helps
in motivating
and inspiring
followers. In
this, leaders
are intelligent,
energetic, and
passionate.
Their focus is
on both,
fulfilment of
organisation
goals as well as
helping
members to
fulfil their
potentials.
Hence it leads
to the higher
performances
and improved
group
satisfaction .

Leadership and management 9
decisions and followers or employee follows
those decisions. Hence, the proper use of this
style leads to enhancement in productivity
and efficiency.
However, the major drawback is lack of
creativity and innovation because top
management having more authority over
decision-making.
Democratic One main effect of this management style is
that workers feel as if they are appreciated
and their contribution matters. This can
stand-in a more cohesive team situation in
which labours do not feel inaccessible from
management.
Transactional It has the major implication over
communication style, management structure,
over the employee's rewards and punishment
and lastly, training and development
(Duggan, 2019).
Transformational The supporters of such leaders validate high
levels of job fulfilment and organizational
promise and engage in administrative
citizenship behaviors. With such a keen
workforce, it will certainly be valuable to
consider making struggles towards emerging
ways of altering an organization through
management (García-Morales, Jiménez-
Barrionuevo, & Gutiérrez-Gutiérrez, 2012).
Situational With the help of assistance, the employees
and the technicians will work more
effectively and efficiently and finally leads to
the success of the organization (Quain,
2019).
Power Politics
Reward Power
It refers to the capability of the personalities to delegate matters they do not wish to
do to the other persons and compensate them for this. The company must develop this power
to keep the employees motivated and rewarding them in the form of promotion, appraisals,
and compliments.

Leadership and management 10
Legitimate Power
This power is given on the basis of a role in the organization. The manager must be
given some legitimate power to reward and punish the employees for their actions. It will
enhance productivity.
Referent Power
The company must use the referent power, which describes the influence of a person
and the capability to manage to someone a sense of individual acceptance or authorization.
Expert Power
It describes the power of a leader who is highly efficient, knowledgeable and has
expertise. It will help the company to build a strong team.
Informational Power
It refers to the power that the person possesses who have all the information regarding
the particular project. It will help in guiding the employees and achieve the objectives
efficiently.
Organization Culture
Clan culture
It refers to the development of family like corporate environment to share the
common goals and achieving them in a collaborative manner.
Adhocracy Culture
It focuses on bringing innovation and is dynamic in nature. The company must adopt
this culture to bring innovations in the process.
Market culture
It refers to the development of competition between the employees. It will enhance
productivity because every employee will desire to be the best.
Hierarchy culture

Leadership and management 11
It consists of the development of the organization model based upon the position in
the organization. It helps in the clarity of roles and power.
Process culture
It describes the policies and the procedures laid down by the company. The employee
must work according to the set policies and procedures (Lotich, 2017).
8. Two benefits-
 If chorus has more positive workplace culture and more team, engagement this will
majorly motivate employees to work more effectively and efficiently which leads to
the increase in productivity and more of retention of employees for a longer period.
 If the company will be having more of employee engagement and good working
culture, employees will be more dedicated towards work and will attract more of
customers, will easily overcome the competition and will be able to fulfill the
customers’ interest and satisfaction (Hackbarth, 2018).
8.2. Two key factors-
 Employee recognition is has a positive effect which brings positive energy to the
workplace and helps in increasing the companies profits and sales.
 Communication is also one of the major factors that contribute to employee
engagement. If chorus adopted effective, communication it would offer the employees
views and generates effectiveness while working (Marlow, 2017).
8.3 Two barriers-
 In chorus communication, channels are saturated as no proper flow of communication
affects the organization workings, employees’ engagement and lastly the
organizational culture (Marlow, 2017).
 Proper training was also one of the major hindrances in the maintenance of the
organization culture and employee engagement. As without proper training employees
will not work effectively, will not generate productive results, and hence will affect
employees’ engagement (Andriotis, 2016).
9. Recommendation and strategies
 Team engagement and involvement in change processes- Chorus need to generate
more of reward and recognition programmes and career development opportunities

Leadership and management 12
for their employees so that they can feel retained, motivated and work with
dedication for the organization.
 Leadership- In this aspect, the chorus needs to apply the transformational style of
leadership as in that both employee and employers work hand in hand. As employers
provide direction and employees work over it with motivation. Hence, this helps in
fulfillment of both organizational as well as individuals goals.
 Increased efficiency- organization as a whole should consider that employees are the
main ingredient of the organization. If they are treated well then it will majorly affect
the working, the quality of work and lastly overall efficiency and effectiveness within
an organization.

Leadership and management 13
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Leadership and management 14
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