Leadership and Management Strategies: VTI Auto Workshop Case Study

This case study examines the leadership and management challenges at VTI Auto Workshop and Car Care, focusing on issues such as declining service quality, hygiene concerns, and inadequate employee training. It explores the application of a group decision model, specifically Vroom's normative model, to improve decision-making processes. The study emphasizes the importance of defect-free service delivery at low costs through enhanced staff training and thorough vehicle maintenance checks. It also suggests implementing data documentation and presentation methods, including the SIPOC model, to monitor and improve service delivery. Furthermore, the case study identifies organizational functional issues contributing to low productivity and customer dissatisfaction, recommending continuous improvement techniques like brainstorming and the Charette procedure. The implementation of strategies for performance measurement, employee satisfaction surveys, and clear job role definitions are suggested to motivate employees and drive overall organizational growth. This document is available on Desklib, where students can find similar case studies and solved assignments.

Running head: LEADERSHIP MANAGEMENT
LEADERSHIP MANAGEMENT
Name of the Student
Name of the University
Author Note

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Table of Contents
Task 1 Case study................................................................................................................2
Issues faced by ‘VTI Auto Workshop and Car Care’......................................................2
Group decision model......................................................................................................2
Defect free delivery at low costs.....................................................................................3
Data documentation and presentation methods...............................................................4
SIPOC Model...................................................................................................................4
Task 1 Part A.......................................................................................................................5
Task 1 Part B.......................................................................................................................6
Identification of the organizational functional issues......................................................6
Continuous improvement techniques..............................................................................6
Continuous improvement strategies................................................................................7
Performance monitoring..................................................................................................8
References............................................................................................................................9

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Task 1 Case study
Issues faced by ‘VTI Auto Workshop and Car Care’
The VTI Auto Workshop and Car Care has been facing a huge number of issues since the
past few months in matters that pertain to the low quality of the services that are offered to the
clients of the company. The greatest amount of the renovation that had taken place in the
company except for the installation of some LED and LCD television sets in the waiting area of
the workshop and some coffee vending machines and some computers with a connection of the
internet that might be helpful for the clients who visit the workshop with their vehicles. The VTI
Auto Workshop and Car Care had received a huge number of complaints that are majorly related
to the cleanliness and the hygiene conditions in the lounge area of the workshop. The employees
who have been working at the workshop lack a proper formal training that is related to the
service that should be extended to the clients who have been arriving at the workshop to gat their
vehicles serviced for some minor or major difficulties that they might be facing with the same.
The clients of the company also complain about the fact that the attending staff treats the
presence of the customer to be a nuisance after a certain hour of the day.
Group decision model
The groups, as suggested by the definition of the term, consist of a minimum of two or
even more members and thus might help in having access to a greater amount of the information
as compared to the individuals. The greater number of the members in the group leads to the
condition wherein the group might display greater capability of processing the information that is
presented to them. The groups demonstrate a huge number of both advantages and disadvantages
while making the decisions that are necessary for the overall growth of the company. The
management is advised to look into the matters that need to be decided upon as there might be

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certain matters that might not need to be decide by the group as the group decision in these cases
might lead to an overkill in the matter thereby leading to the failure of the concerned business
organization. The most appropriate model that might be apt for the situation is the normative
model of decision making. This normative model of decision making was put forth by Victor
Vroom. This model of group decision making states that the concerned management might need
to focus on a number of decision-making processes based on the situation that is faced by the
organization (Kim et al. 2014).
Defect free delivery at low costs
The members of the workforce at the VTI Auto Workshop and Car Care are suggested to
look into the various matters that the clients of the organization seem to have a problem with.
These matters might include the hygiene conditions and the factors that are pertaining to the
cleanliness of the car that had been brought in for the concerned servicing. The customers had
also been complaining about the scratches, the services that are related to the dust and the dents
that are present in the concerned vehicles, the attitude of the staff who have been serving at the
workshop of the company. The customers had also been complaining about the delay that is
experienced by the clients in matters of the servicing of their cars. In order to avoid all these
problems, the company is advised to arrange for a training session that would be directed to the
concerned staff members who have been involved in the prima facie dealing with the concerned
clients of the organization (Shields et al. 2015). The staff members are advised to look into the
various issues while they have been working on the maintenance of the concerned vehicle. The
vehicles should be checked thoroughly for any missed area of maintenance before finally
handling the vehicle over to the concerned owner.

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Data documentation and presentation methods
The company needs to maintain a record of the various services that they have been
providing to the concerned customers of the company. The company is advised to maintain a
record of the offered services in a tabular manner which might help the company in addressing
the discrepancies that might occur in the future (Sekaran and Bougie 2016). The company is
advised to ask its clients to fill up a certain form that deals with the feedback on the various
services that they have been offered by the staff of the company.
The company might be advised to categorize the various services that it has been offering
to the concerned clients and dividing them into separate heads for proper categorization of the
same. The next step that needs to be followed by the company is the choice of the methods of
serving the clients and the description of the same (Larson and Chang 2016). The third activity
refers to the maintenance of the data of the various services that have been offered to the various
customers of the company who had been visiting the workshop for the servicing of the major and
the minor faults that they had been experiencing with their vehicles (Dean 2014). The company
is further advised to add some of the additional information about the concerned services that
they had provided to the concerned clients of the company.
SIPOC Model
The SIPOC model is a visual tool that is used by the various business organizations in
order to put forth a complete documentation of the various processes and activities that are
implemented in a business. The acronym SIPOC stands for the suppliers, the inputs, the
processes, the outputs and the customers of the concerned company (Mishra and Kumar Sharma
2014; Kumar Sharma and Gopal Sharma 2014). In the concerned case of the VTI Auto
Workshop and Car Care, the SIPOC model might be used to analyze and demonstrate the various

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matters that are related to the processes and the activities that are maintained by the various
members of the workforce of the company. In case of the company in discussion, the VTI Auto
Workshop and Car Care, the SIPOC model might help in the visual representation of the various
services that the concerned members of the workshop do provide to the various customers of the
organization. The SIPOC model in this case might be implemented to convey to the higher
management of the concern the entire process that is being carried out at the concerned
workshop that deals with the servicing of the various vehicles that have been brought in by the
concerned customers of the concern (Jafari 2013; Cao et al. 2015). The SIPOC model also helps
in the understanding of the relation that exists among the various factors that are involved in the
composition of the model.
Task 1 Part A
The continuous improvement process that is to be carried out at the concerned company,
VTI Auto Workshop and Car Care, might relate to the processes that might deal with the
involvement of the employees within the organization. As an employee of the VTI Auto
Workshop and Car Care who is concerned with the leading and the management of the
continuous improvement processes and the systems that need to be implemented within the
concern for bringing about a change as well as an improvement in the overall performance of the
company as a whole. The company should also keep a close eye on the various matters that
involve the stakeholders of the company. The stakeholders of the company might include the
clients of the company, the management of the company, the suppliers of the company and last
but not the least the employees of the company (Goetsch and Davis 2014). The concerned
management of the organization is advised to lay stress on the effectiveness of the various
communication channels that are followed within the concern. the effective communication

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among the various employees of the organization might lead to the overall growth of the
business organization. The company should also put forth the various techniques that need to be
used in order to train the various members of the workforce in the matters that they lack the
proper professional training. The concerned management might need to decide on the various
strategies that might be used by the concerned company for the management and the monitoring
of the process that are carried out for the proper functioning of the concerned organization, the
VTI Auto Workshop and Car Care. The company might also need to extend the various benefits,
rewards and the recognition to the various employees in order to motivate them to work harder
and thereby bring about an overall improvement in the growth of VTI Auto Workshop and Car
Care.
Task 1 Part B
Identification of the organizational functional issues
There are various factors that might be held responsible for the low amounts of the
productivity of the workforce of the company as well as the lowering of the satisfaction levels of
the customers of the organization. The factors that might be held responsible for the lowering of
the production on the part of the employees refers to the lack of the formal training that should
have been extended towards the concerned staff (Rothwell, Hohne and King 2018). The increase
in the complaints on the part of the customers of the company might relate to the poor servicing
that they receive from the staff of the concerned service center.
Continuous improvement techniques
The various continuous improvement strategies that might be implemented in the
company in discussion, VTI Auto Workshop and Car Care, might relate to the brainstorming of
the various ideas developed by the concerned management of the organization. The

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organizational management body might be advised to implement the Charette procedure in order
to deal with the situation that he company has been facing as well as bring about a change in the
various matters that might help in the increment in the overall growth of the company (Turner
and Danks 2014). The concerned management is advised to bring about a number of the various
brainstorming sessions that are needed in bringing out a huge number of ideas that might be
suggested by the employees themselves in the direction of the overall growth of the company.
Continuous improvement strategies
The concerned management might need to implement the various strategies in order to
address the various performance issues that the company might be facing in the recent years. The
concerned management of the organization might need to implement the various strategies in the
field of the management and the measurement of the performance of the various members of the
workforce of the concern (Singh and Singh 2013). The performance of the employees can be
measured and managed by the implementation of an employee satisfaction survey that should be
carried out by the concerned management body of the organization (Al-Tabbaa, Gadd and
Ankrah 2013). The management of the organization might need to bring about a clarity in the job
roles of the staff and the expectations of the concerned company. The company must also tend to
put forth the implementation of the rewards and the recognitions that should be awarded to the
employees in order to motivate and push them towards the contribution to the overall growth of
the concerned company (Dale 2015). The rewards and the recognitions that are to be awarded to
the concerned employees must be related to the performance that is displayed by the various
members of the workforce of the company. The communication system of the company needs to
be improved in order to bring about a change in the overall growth of the company. The various
strategic decisions that are taken by the concerned management of the company should be

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conveyed to the concerned workforce of the company. The staff of the company should receive a
certain amount of the professional training in order to deal with the various clients that visit the
workshop.
Performance monitoring
The performance of the various employees of the organization might need to be
monitored and measured on the basis of the feedback that is shared by the various customers.
The concerned management of the concern is advised to bring about the monitoring of the
employees as well as extend the needed rewards and the recognition towards concerned
employee on then basis of the reviews that have been shared by the concerned clientele of the
company (Maier et al. 2017). This might also lead to the motivation of the concerned employees
of the concern in their contribution to the overall positive growth of the company.

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References
Al-Tabbaa, O., Gadd, K. and Ankrah, S., 2013. Excellence models in the non-profit context:
strategies for continuous improvement. International Journal of Quality & Reliability
Management, 30(5), pp.590-612.
Cao, Y., Zhao, K., Yang, J. and Xiong, W., 2015. Constructing the integrated strategic
performance indicator system for manufacturing companies. International Journal of Production
Research, 53(13), pp.4102-4116.
Dale, B., 2015. Total quality management. John Wiley & Sons, Ltd.
Dean, J., 2014. Big data, data mining, and machine learning: value creation for business leaders
and practitioners. John Wiley & Sons.
Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Jafari, H., 2013. Identification and prioritization of causes of halt and lag in container handling
operation. International Journal of Basic Sciences & Applied Research, 2(3), pp.345-353.
Kim, T.H., Lee, J.N., Chun, J.U. and Benbasat, I., 2014. Understanding the effect of knowledge
management strategies on knowledge management performance: A contingency
perspective. Information & management, 51(4), pp.398-416.
Kumar Sharma, R. and Gopal Sharma, R., 2014. Integrating Six Sigma culture and TPM
framework to improve manufacturing performance in SMEs. Quality and Reliability
Engineering International, 30(5), pp.745-765.

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Larson, D. and Chang, V., 2016. A review and future direction of agile, business intelligence,
analytics and data science. International Journal of Information Management, 36(5), pp.700-
710.
Maier, D., Sven-Joachim, I., Fortmüller, A. and Maier, A., 2017. Development and
Operationalization of a Model of Innovation Management System as Part of an Integrated
Quality-Environment-Safety System. The AMFITEATRU ECONOMIC journal, 19(44), pp.302-
302.
Mishra, P. and Kumar Sharma, R., 2014. A hybrid framework based on SIPOC and Six Sigma
DMAIC for improving process dimensions in supply chain network. International Journal of
Quality & Reliability Management, 31(5), pp.522-546.
Rothwell, W.J., Hohne, C.K. and King, S.B., 2018. Human performance improvement: Building
practitioner performance. Routledge.
Sekaran, U. and Bougie, R., 2016. Research methods for business: A skill building approach.
John Wiley & Sons.
Shields, J., Brown, M., Kaine, S., Dolle-Samuel, C., North-Samardzic, A., McLean, P., Johns,
R., O'Leary, P., Robinson, J. and Plimmer, G., 2015. Managing Employee Performance &
Reward: Concepts, Practices, Strategies. Cambridge University Press.
Singh, J. and Singh, H., 2013. Continuous improvement strategies: An overview. IUP Journal of
Operations Management, 12(1), p.32.
Turner, J.R. and Danks, S., 2014. Case study research: A valuable learning tool for performance
improvement professionals. Performance Improvement, 53(4), pp.24-31.