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Managing Performance Questions 199–203 (page: 15)

Third party consultants, Member rotation, Confrontation, and Super-ordinate goals are examples of which of the following?

An insurance group is contemplating a proposal to outsource its customer call centre. The centre is currently managed as an internal function. Before taking a strategic decision, the group directors are assessing not only the long term operating costs but all the transaction costs associated with a change to an external provider.
In the context of this proposal, what are the transaction costs that would need to be considered by the directors?

Select ALL that apply.

A manager was in conflict with employees about annual leave arrangements. He wanted to have two weeks in the summer when the factory was closed and all employees had to take two of their four week annual allowance.

Employees were resistant to this change as they wanted flexibility in when they took their holidays.

This conflict went on for sometime as the manager avoided resolving the issue. They have recently however, collaborated and agreed that only one week would be required to be taken as holiday in the summer when the factory closed and the employees would get two days extra holiday throughout the rest of the year · a win-win situation!

Using Thomas-Kilmann's conflict mode instrument, what changed in the way this conflict was handled?

Which THREE of the following are determinants of national competitive advantage outlined in Porter's Diamond?

WBS organisation has recruited a new project manager to manage the implementation of a new accounting package for its UK division.

The previous project manager created a hostile environment for the team involved in developing the new system.

How could the new project manager foster a more motivated team environment?