Analysis of Leadership and Management Case Studies

This document presents a series of six case studies addressing various leadership and management challenges. The first case study focuses on improving the quality of services in a tour excursion company, proposing solutions to issues like vehicle breakdowns, hygiene, and staff training. The second case study addresses a sexual harassment complaint, outlining the investigation procedure and the manager's legal responsibilities. The third case study investigates operational issues within a cooking and service department, suggesting inventory checks and assessments. The fourth case study emphasizes the importance of orientation programs and quality assessment forms to ensure consistent service quality. The cases cover different aspects of leadership, management, and operational efficiency, providing practical solutions and strategic approaches to improve organizational performance.

Case studies 1
CASE STUDIES
By (Student’s name)
Class
Professor
University
City of Location
Date

Case studies 2
Case study one
Quality of services is the key to the maintenance of the current clients and attraction of other
clients. More often, the customers remember not only the beautiful sceneries they saw but
also how they were treated during the tour. This, therefore, means that Green Tour Excursion
must provide high-quality services at all the time. The issues raised by the tour partner are of
utmost importance and thus must investigate and solved immediately. Addressing the issues
starts by going to the root of each issue and suggesting how to solve the problem best. This
report provides a feasible solution to the problems experienced by clients during the tour.
Vehicle breakdown due to low fuel falls is the worst experience ever for people on tour.
Solving this commence by, monitoring the work hours of the tour guide followed by drivers
operation assessment. Foremost, the work hours can be followed by making it mandatory for
the drivers and tour guides to check-in and out at the office every time they report or
whenever they leave work in the evening. This will ensure that only people on duty report
and no one covers up for another. The drivers would be required to report on every health
break they take and miles made before the breaks. This helps to identify the efficiency of
every driver on tour. Each four wheel vehicle will be provided with driver and co-driver to
ensure that not one driver is overworked. From this, issues such exhaustion that would make
the drivers forget to refuel would be highly omitted. Every staff would be provided with their
co-helper just in case of any emergency. The problem associated with this new adjustment
would be cost implication on the tour company. This decision would implement after
agreement from all the partners (Slack, 2015). The products used to offer services to the
customers would be procured from certified companies in advance and large quantities that
would attract a discount. This would ensure adherence to the quality assurance requirements.
Hygiene issues are solved by taking the vehicles for washing every evening after they leave
the tour. This is done at the garage to ensure the vehicles are served and refuelled such that

Case studies 3
there will not be any issues with air condition again. The new plan involves reminding all the
staff of their job specification and informing them of the new provision of the customer
feedback forms that would be used to evaluate them. Before this, they would all be taken
training to ensure they are fully equipped to carry out their duties. The budget for this training
would be an estimate of $10 for each staff in a day. In 5 days this would translate to $ 50.
Case study two
This appears to be a sexual harassment case. This procedure for this complaint begins by
informing the offender that his behaviour is offensive. If the behaviour persists, then Elena is
at liberty to tell her supervisor. If the director does not take any action, the Elena can contact
any other senior manager in the organization. The management approached must solve the
case failure of which the case would be taken to a court of law for justice. The decision
would be made based on the codes of ethics that govern the staff behaviour in an
organization.
Standard operating procedure for investigating the complaint.
 Take no assumptions of guilt
 Advise the possible results of the investigation being done
 Perform separate interviews for the parties concerned.
 Conduct separate interview of all the witnesses
 Document the interviews and the investigation
 Interview the alleged harasser in seclusion and inform them of their charges while
listening and recording details.
 Minimum disclosure of information is ensured.
 Decide on the appropriate action based on the collected pieces of evidence.
Action taken must meet the needs of the business. Moreover, it must be ethically informed.

Case studies 4
As a manager, the legal responsibility of investigating the complaint is mandated upon me.
Moreover, I have a legal duty to determine who is guilty and who is not. For this reason, I act
as the jury of the case presented (Marchington et al., 2016).
Case study three
The department that would be investigated in this case includes the cooking department
where the issues to be examined would be the kind of ingredients used, equipment available
and how long it takes for a meal to be ready. An inventory check of all the items used in the
kitchen would be done to assess their availability to every staff in the department. This would
then be followed by the service department. During the investigation, an inventory of all the
available items available for use by this department would be done. The size of the equipment
and their working conditions would also be assessed. In the beverage service area, I would
conduct an investigation on the type of the drinks used, time spent to prepare each beverage
and also consumers’ expectations. This process would be done by the management of each
department, the sous chef and a few staff selected from each department. This would ensure
that the solution arrived at is all-inclusive.
Case study four
Each department should provide a thorough orientation program for each new entrant. The
orientation program should be such that each department has the longest-serving staff
mandated to perform the duty. This would mean that all employees in each department have
been trained to do the same work. Therefore, same quality would be realized in each
department. On the other hand, quality assessment forms should be provided to get to analyse
everyone performance. This would ensure that every staff works to meet the standards set to
qualify for staff appraisal which would sometimes result in a promotion to new positions.
Moreover, to achieve quality, the well-trained staff should be responsible for the recipe of

Case studies 5
each food prepared. The students should undergo training and mandated to be serving. The
existing staff would therefore not be relieved so much since they would be training the new
employees most of the time (Zurich, 2017).

Case studies 6
References
Zurich, L.B., 2017. Service Operations and Management.
Slack, N., 2015. Operations strategy. John Wiley & Sons, Ltd.
Marchington, M., Wilkinson, A., Donnelly, R. and Kynighou, A., 2016. Human resource
management at work. Kogan Page Publishers.