Strategic Leadership & Management Analysis of Chorus Limited

This case study examines the leadership and management practices of Chorus Limited, a telecommunications company, with a focus on stakeholder engagement. It identifies internal and external stakeholders and uses a power/interest matrix to evaluate stakeholder management strategies. The study reveals customer dissatisfaction due to delays in fiber installation and a lack of responsiveness to complaints, highlighting the importance of customer satisfaction and feedback. Conflicting incentives regarding the choice between copper and fiber networks are also discussed as a challenge. The analysis incorporates behavioral and trait theories to understand the attitudes and behaviors of stakeholders. Key problems identified include a shortage of skilled technicians, conflicting incentives, and customer dissatisfaction. The report concludes with recommendations for improving service quality, resolving complaints promptly, and fostering better supplier relationships. Desklib provides access to this and other solved assignments to support student learning.

Leadership and management

EXECUTIVE SUMMARY
The management is necessary for all the organizations to deal with the issues and mange
the employees as well as stakeholders. The study has been done on the leadership and
management of the Chorus limited. In the study, it has been found that the customers getting dis-
satisfaction from the services of the Chorus because it is not focused on the complaints of the
consumers. Further, outcome was derived from the study that there is conflicting situation in the
Chorus because it was unable to find that which network it should focus whether copper or fibre.
Further, recommendations have been given to mitigate the issues such as deliver the quality
services, resolve the complaints on time and maintain the better relations with suppliers.

Table of Contents
EXECUTIVE SUMMARY.............................................................................................................2
INTRODUCTION...........................................................................................................................1
IDENTIFYING THE STAKEHOLDERS.......................................................................................1
Internal and external stakeholders...............................................................................................1
Evaluating the stakeholder management strategy (Power/interest matrix).................................2
STAKEHOLDERS MANAGEMENT PRACTICES TO PROMOTE ETHICAL AND
PROFESSIONAL BEHAVIOR......................................................................................................3
Critically analyzing the case study to identify the learning in the Chorus..................................3
SUCCESS FACTORS TO POSITIVE WORKPLACE AND TEAM ENGAGEMENT...............8
Explaining the attitudes, behaviors and traits to support ethical and professional behavior in
Chorus..........................................................................................................................................8
CONCLUSIONS.............................................................................................................................8
RECOMMENDATIONS.................................................................................................................9
REFERENCES..............................................................................................................................10
List of figures
Figure 1: Power/Interest Matrix for the stakeholder’s engagement................................................2
Figure 2: Framework of behavioral theory......................................................................................5
Figure 3: Components of personality traits theory..........................................................................8

INTRODUCTION
Leadership and management are the key elements for the success of the business because
the leader helps the team members to perform right things and management controls the allover
activities (Wheelen & Hunger, 2011; Lunenburg, 2011). Effective management is more than just
driving the workforce to work hard with efficiencies. The current report is based on the
leadership and management of the Chorus limited company which deals in the
telecommunication services. A power/interest matrix has been applied to analyze the
stakeholder’s engagement in the company. Further, behavioral and trait theory has also been
applied to know about the behavior and attitude of the customers as well as employees towards
the Chorus. A number of authentic references have been used in the report like books, journals
and academic sources etc.
IDENTIFYING THE STAKEHOLDERS
Stakeholders are those people, a group or organization that has an interest in the
organization and who has the contribution to the company's finance (Raupp, 2011).
Internal and external stakeholders
There are two types of stakeholders such as internal and external. Internal shareholders
are the entities within a business-like owner, the employees and manager who are internally
linked with the company. On the other hand, external stakeholders are entities outside the
business, they are the outsiders such as customers, competitors, shareholders, creditors,
government, society and suppliers (Neubaum, Dibrell & Craig, 2012). In this context, the case
study of Chorus reflects upon several stakeholders including government, customers, suppliers,
contractors, sub-contractors, investors, employees, the general public, union members,
competitors and outsourced partners. Government and suppliers have a major contribution in the
Chorus because they have a right to change the current scenario of the organization. External
stakeholders are the key elements for the success of the business because they affect the business
as well as affected by the organizations (Henisz, 2017). The relationship with shareholders can
be maintained by paying to creditors on time, pay tax to the government and provide high-quality
goods to customers etc. (Tang, Hull & Rothenberg, 2012).
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Evaluating the stakeholder management strategy (Power/interest matrix)
All the stakeholders do not have the equal interest and power in the company, so, to
measure the increasing interest and power of the stakeholders in the organization, Power/Interest
matrix can be used. This matrix is helpful to know about the stakeholder’s prioritization that who
have more interest or can break the contract at any time (Winch, 2007). As per the figure 1, the
interest matrix has 4 sections such as keep satisfied, manage closely, monitor and keep informed
and these are based on the level of interest and power of the stakeholders.
Figure 1: Power/Interest Matrix for the stakeholder’s engagement
(Source: Gregory, 2007)
According to the matrix, if the stakeholders have a low level of power and interest in the
company then those stakeholders would be monitored because these types of shareholders are
neutral for the success/failure of the project. For example, as per the case study, outsourcing
stakeholders of the Chorus limited lies under the category of monitoring because they are not
allowed to do the changes in the company, they follow the instructions and policies of the home
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company. Furthermore, there would be minimal impact on the company by the engagement or
low involvement of the outsourcing stakeholders in the firm. On the other hand, the stakeholders
with a high level of power but a low level of interest in the company should be satisfied (Chinyio
& Akintoye, 2008). In this context, according to the case study, the employees of the Chorus
limited come under the category of keep satisfied because they have minimum rights to perform
the task with more interest in business activities because that are assigned on the basis of the
skills.
The stakeholders who has the higher level of power as well as interest, those should be
managed closely by the company because the success and failure of the project depends on the
involvement of these stakeholders (Manowong & Ogunlana, 2010). According to the case study,
the government has a huge participation in the business activities of the Chorus because of the
fluctuations in the prices of the fibre cables. In this context, it is essential for the company to
keep better relations with the government for the smooth running of the business. It reflects that
government assistance is high because it has a higher level of rights and interest in concerning
company. There should be close relationships with the government to reduce the hurdles and
political problems for the organization.
The stakeholders who pursued the low level of power but a high level of interest in the
company, they should be informed only time to time as per the demands and new installations
(Nguyen, Skitmore & Wong, 2009). In this regard, as per the case, customers have a low level of
power to engage with company whereas have higher rate of interest because their demand
remains keeps on changing. In this manner, the customers should be informed timely with
changes and enhancement in the services of the fibre lines.
STAKEHOLDERS MANAGEMENT PRACTICES TO PROMOTE ETHICAL AND
PROFESSIONAL BEHAVIOR
Critically analyzing the case study to identify the learning in the Chorus
As per the case study, it has been found that customers are not happy with the services
which are offered by the Chorus limited because buyers are getting a delay in the context of fibre
installation. Moreover, customers are not satisfied because they have to wait for a long time such
as 5-6 months to install the fibre lines as well as damaged fibre tubes cannot be repaired
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instantly. In this context, customer satisfaction is the key aspect for the success of the company
because without the involvement of consumers no any organizations would be able to enhance
the business (Ryu & Han, 2010). Further, for the success of the company, customers’ reviews are
essential because on the basis of feedbacks company can do the amendments in the internal
procedure of the installation of fibre lines. Further, customers of the Chorus are not highly
satisfied because it is using the backward process to install the fibre lines and cover them in
underground requires enough time. However, the concerned company focuses on a quickest
possible way for the installation due to overloading of the internal process. It is helpful for the
company to reduce the total cost of the fibre installation cables. In this regard, the behavior of the
consumers can be changed in the context of awareness and relationship by resolving the
problems and provide services as per their expectations (Beringer, Jonas & Kock, 2013).
According to the case, there were another learning aspects for the Chorus relates to the
complaints of the customers and trying to focus on the issues which hinder the growth of the
company. The issue regarding shifting of tubes from the roadside to houses which incurs the
accidents for the drivers. In this regard, as per the case study, the customers complained to the
Chorus (Owner), the contractor (Vision) and to the suppliers (Vodafone) but no any party
focused on the complaints except suppliers. In this way, it reveals that the company does not
emphasize on the complaints of the customers which increases dissatisfaction and affects the
behavior of the people at the individual as well as organizational level. However, behavioral
theory or learning theory can be applied to assess the behavior of the employees and other
stakeholders such as government, customers, suppliers etc. (Greve, 2008).
The behavior of the customers has been changed with respect to Chorus limited because
of a high level of dissatisfaction. Dissatisfaction arises due to late response towards the issues of
the fibre cables. According to figure 2, it reflects that the behavior of the people affected by the
environment as well as personal traits. Furthermore, the involvement of the stakeholders and
behavior depends on the conditions, organizational culture and external-internal environment of
the company (Beringer, Jonas & Kock, 2013). For example, according to the case, the people do
not have good experience in the context of performance of the fiber networks, however, the
company has tried to reduce the faults of copper lines and tries to reduce the cost. In this manner,
the Chorus limited is emphasizing on to improve the relationship with stakeholders.
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Figure 2: Framework of behavioral theory
(Source: Researcher’s own made)
Identifying the problems in learning and effect on the organization
The Chorus is dealing with the several problems in learning due to different reasons such
as improper management, customer’s dissatisfactions, poor relationships with suppliers,
conflictive incentives, shortage of technicians, fixed fee per job etc. As per the case study, it has
been found that there is a shortage of the skilled technicians, so, Chorus is employing 2000
skilled and 250 new urgently hired which is helpful to increase the revenue of the company. In
this regard, the company was hiring the skilled outsourcing technicians to drive the quality and
remove the shortage. The concerning company has tried to control the cost by hiring the
outsourcing contractors but the sub-contractors creating the problems. However, it results that
the existing experienced technicians left the organization and the business affected by a
reduction in the quality of the fibre networks. Skilled workers have a major contribution in the
maximization of the profits and sales volumes because the industry activities would be
effectively completed and enhance the chances of new opportunities as well as responsibilities
(Belo, Li, Lin & Zhao, 2017).
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Environment
Behavior
Personal
qualities

According to the case study, another problem in learning outcomes was related to the
conflicting incentives because the Chorus was unable to perceive that which type of network it
should adopt that copper or fibre. Conflicts related to the risk such as finance, human resource
and cost of the network which affects the contribution of shareholders and management
(Rajbhandari & Snekkenes, 2013). Although, the Chorus was earning more from the copper
network; however, fibre lines providing the high-speed network in comparison to copper. In this
manner, the organization was in a conflict that which network should be replaced with another
one because the business outcomes would be affected by the wrong decision. On the other hand,
there was one more learning issue relates to the customer dissatisfaction because the Chorus does
not resolve the complaints regarding dis-connectivity of network. Moreover, disconnection arises
by uncovered lines on the road and the issue was not fixed ever. It reflects that the Chorus is
getting delay to solve the problems of fibre wires which has an adverse impact on the business.
Analyze three socially and culturally appropriate attitudes, behaviors and traits in Chorus
First attitude and behavior
The Chorus limited is dealing with the fibre networks in the New Zealand that has a class
society like upper and middle on the basis of income (Chorus, 2018). People can adopt the
network services as per the requirements as well as income status (Oliver, 2014). In the case
study, it has been identified that the social environment in Chorus is not favorable with respect to
customers because the complaints are not resolved on the time, customers waited for a long time
like 5-6 months to solve the faults in fibre lines. Moreover, this type of behavior increases the
negative attitude towards the company although speed increases the positive behavior that is
better than other networks.
Second behavior and traits
Chorus was concerned about the quality aspects of the fibre networks which is
deliberately affecting the business. As per the case study, the company has an opportunity to
reshape its field force by firing the staff and hire the skilled worker; however, the Chorus is
compromising with the quality to increase the number of cheaper jobs in the society. In this
regard, downsizing the quality has a negative impact on the profits of the business and enhances
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the rude behavior in the society (De Mooij, 2010). The skilled workers lost the industry which
resulted that ineffective behavior in the society.
Third social and cultural behavior
According to the case study, there is requirements of huge investment as well as efforts to
train the employees in the Chorus; however, the company is focused on to hire the skilled
outsource to improve the quality and reduce the cost. Even the problems arise in connectivity of
the networks which increases the dissatisfaction in customers. However, the company is
emphasizing to remove the faults in fibre lines by investing more. Further, the cultural behavior
of the company affected by the customers because they have to deliver the expected services
(Solomon, Dahl, White, Zaichkowsky & Polegato, 2014).
A trait theory can be applied to measure the behavior, habitual patterns, emotions and
thoughts of the customers as well as stakeholders. With the help of the trait theory customer's
behavior and attitude can be identified in the context of the Chorus. Traits can be defined as a
stable characteristic of people which is helpful to respond on the situations in certain ways and
shape the behavior of individual or group (Lee, Martin, Thomas, Guillaume & Maio, 2015).
Figure 3: Components of personality traits theory
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Open
Extraverted
ConscientiousStable
Agreeable

(Source: Researcher’s own made)
SUCCESS FACTORS TO POSITIVE WORKPLACE AND TEAM ENGAGEMENT
Explaining the attitudes, behaviors and traits to support ethical and professional behavior in
Chorus
As per the case study, the Chorus is dealing with the issues related to the customer
dissatisfaction, negative attitude towards the services of the fibre networks, ineffective
management of the cables on the roadside etc. These issues shape the behavior and attitude of the
people in the context of the Chorus and affect the expected standards of the business. In this
context, positive attitude towards the workplace affects the success and growth level of the
company (Bakker & Schaufeli, 2008). However, the Chorus emphasizes on hiring of skilled
technicians by outsourcing to fill the gap and improve the quality of the fibers, although, the staff
of the company getting dissatisfaction and leaving the organization. In this manner, the Chorus
limited lost the existing skilled labor which is not fruitful to achieve the standards of the
company and spreading the unprofessional behavior in the business environment.
Positive workplace and team engagement affect the ethical and professional behavior in a
company because they act according to the set of standards and try to meet the expectations
(Sparrow, Chadrakumara & Perera, 2010). For instance, the Chorus has upgraded towards the
fibre world and the attitude of the technicians has changed that to work on the new one instead of
old version. The company decided to train the employees to achieve the ethical standards of the
business. However, the company was unable to get the right resource for the fibre lines which
creates the issues to attain the success.
CONCLUSION
On the basis of the report, it has been concluded that the Chorus limited focuses on the
installation of the fibre cables with the involvement of internal and external stakeholders in the
company. Further, according to the power matrix, it has been found that there is a huge
participation of the government in the chorus. Moreover, it also concluded that the company has
a low emphasis on the customer satisfaction which causes delay in resolving the complaints. It
also identified that stakeholder’s management practices are helpful to promote the ethical and
professional behavior in the organization. At the end, it has been concluded that there is a lack of
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skilled technicians in the company to deal with the fibre cables, so the company focuses on the
outsourcing of the highly skilled employees.
RECOMMENDATIONS
On the basis of the conclusion and the report, it has been recommended that the Chorus
should focus on the complaints of the customers to increase the satisfaction level. The company
should solve the problem within the minimum time period and avail the high-quality services. It
would be helpful to improve the attitude and behavior of the customers towards the company.
Further, the company does not have better relations with the suppliers, so it is suggested that the
Chorus should work on the relationships with suppliers by timely payment. Furthermore, it is
recommended that there should be the proper installation of the fibre lines on the road which
would be helpful to reduce the accidents of the drivers.
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