Leadership and Management: Case Study Analysis and Solutions

This case study solution addresses Mariana's objectives in improving customer communication and loyalty through website feedback optimization. It emphasizes conducting consumer surveys to understand their needs and prioritizing research findings to implement necessary technological changes. The solution also covers enhancing internal communication, providing employee training, and outlining a plan for change management, including monitoring progress and addressing potential security concerns. The approach involves consulting employees, introducing them to the changes, and ensuring coordinated functioning between management and the workforce to facilitate effective organizational improvement. This document is available on Desklib, a platform offering a wide range of study resources for students.

Running head: LEADERSHIP AND MANAGEMENT
LEADERSHIP AND MANAGEMENT
Name of the student
Name of the university
Author note

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Assessment 2- Case study
Answer to question 1
The different objectives of Mariana are based on the identification of the issues that are
faced by the consumers while communicating their grievances over the different website links. It
has affected the loyalty of the customers leading to discontent and loss of loyalty of the same.
Aspects of the transition that are undertaken by the organizations are based on the proper
performance of the communication methods. Mariana must amend to bring forth modifications
in the communicability of the consumers through the optimization of the feedback page in the
respective websites to facilitate the two- way communication systems. The identification of the
issues that are faced by the consumers while facilitating the change in the systems through fair
exchange of information from the end of company and the users as well.
The feedbacks from the consumers will be helping the business to bring forth the
necessary modifications in the systems of the firm, which will be helping the business to make
their improvements in the competitive market scenario. The major objective of Mariana will be
based on the identification of the different technological changes that the organization must
undertake to record the feedbacks of the consumers to bring in relative changes in the systems
and the processes. Enhancing the communication methods will be benefitting Mariana to bring in
positive results of the activities that are undertaken by the business while operating in the
international markets.
Answer to question 2
Mariana must take steps to undertake a survey on the interest of the consumers and
thereby gain their feedback before bringing forth changes in the systems of the business. The key

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elements of the change that Mariana is aiming to undertake for the management of the
organization are dependent on the proper functioning of the communication systems. The
modifications in the communication systems of the business will be supporting the same to
identify the issues that are faced by the consumers. The survey will be helping the organization
in understanding the requirements of the consumers and thereby bring forth considerable
alterations in the systems of the business while operating in the international markets. Therefore,
Mariana must create a questionnaire that will be emphasizing on the different needs of the
consumers and thereby enquire them of the complaints that the customers have against the
product and service offerings of the business.
Answer to question 3
The data will be organized by Mariana based on the priorities of the alteration that is
planned by the firms for bringing in improvements in the systems of the business while operating
in the competitive markets. Identification of the priorities of the business to bring forth changes
in the systems of the business is based on identifying of the complaints that the customers hold.
Issues that might be faced by the organization are based on the lack of proper communication,
which will be affecting the business parameters as per the goals of the business.
The communication with the customers of the business helps in integrating the different
levels of actions as per the requirements of the customers in the market. Prioritizing the research
findings will be helping Mariana to stimulate the required changes in the website of the
organization to bring forth modifications in systems of businesses while operating in the markets.
Development of the relevant technologies and the support of the employees will be helping
Mariana to bring in changes in the situation. The change in the situation of the organization will

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be backed by the prioritization of the needs of the organization to identify the issues that are
faced by the consumers while bringing forth changes in the operations of the organization.
Answer to question 4
Improvement in the current situation that is faced by the organization could be improved
through the implementation of relevant technologies, which would emphasize on upholding the
proper communication systems with the consumers. The improvements in the systems of the
organization will be facilitated through the internal integration of the different departments
through proper communication strategies. On the other hand, the identification of the
communication strategies and the change in the processes of the organization will be supporting
Mariana to bring in development in the performance of the firm. Improvement in the situation of
the business must be enforced through the training sessions of the employees, which will be
supporting the business to bring the relevant changes in the processes of the business operations.
It will be helping the business organization to bring in respective changes in the systems of the
business while operating in the respective markets.
On the other hand, the one- to- one meeting with the project manager of the organization
will be helping Mariana to bring forth changes in the processes that are considered by the
business. Optimization of the different activities and the changes in the systems will be helping
the business organization to bring forth relevant modifications in the system of the operations
that are planned by the business while operating in the competitive market scenario.
Answer to question 5
Item Comments
Objective Enhancing the working skills of the employees of

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the organization through integrated training
Information checked for accuracy, sufficiency,
relevance and currency
The information that are checked:
 Capability of the employees to adhere
to the change requirements
 Resources that might be used while
undertaking the training
 Development of relevant training
materials
 Pre- training questionnaire that will be
helping to identify the issues faced by
the employees
Audience The employees indulged with the production
department of the organization
Location The training centre of the organization
Dissemination methods  Training sessions
 One- on one communication
 Emails
 Updates on the user interface
Time line A week’s training will be delivered to the
employees to make the same compatible with the
alterations in the systems of the business operations
Policy Empowerment of the employees to bring in
differences in the productivity of the organization

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while operating in the international markets
Security The different security concerns are:
 Data theft
 Failure of the processes that are
planned by the organization
Action  Development of proper training
materials
 Undertaking the training of the
employees
 Monitoring over the processes
 Creation of alternative plans
Supporting documents The proper formulation of training schedule and the
development of the resource material that will be
introduced to the employees helps in maintaining
the different levels of change in the systems of the
business.
Answer to question 6
Elements Actions taken
Introducing the employees to the issues Consulting and discussing with the employees on
the issues that are faced by the organization
Introducing the employees to the change Proper discussion on the needs of the

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organizational change and the manner in which the
change can be facilitated through the coordinated
functioning of the management and the workforce.
Monitoring over the progress of the employees Monitoring over the progress made by the
employees in their efforts through the identification
of the relevant modifications in the approaches