ipal concern is the ongoing miscommunication of
procedures in Ground Transportation operations, which has resulted in
dissatisfied customers, frustrated employees, and business losses. In fact,
communication problems seem to have now become endemic to SPC's Chicago
location judging from several slip-ups such as the recruiting manager
failing to report employee earnings accurately to the payroll department.
The resultant errors in paychecks has further negatively affected employee
morale, causing quite a few to seek employment elsewhere. The employee
turnover, in turn, has added to SPC's Chicago problems since fresh recruits
need to be trained from scratch. Given the overall chaos, new recruits are
receiving inadequate on-the-job training with the result that SPC's
problems in Chicago are snowballing.
Case Analysis: SPC is a professionally managed, national leader in parking
management services. This is evident in the range of services and amenities
it offers as well as the emphasis it places on training. In fact, the
company has its own proprietary Standard University TM Web-based training
system to provide every manager with the knowledge and skills needed to
successfully perform specific job responsibilities. In addition, each
module of selected information contains corporate policies, instructions,
and exercises that blend learning theory with on-the-job applications (SPC,
2004). In spite of the availability of such easy-to-access training, the
Chicago branch of SPC is facing what appears to be quite an endemic
communication problem. Thus, one inference that can be drawn is that the
issue lies in key managers failing to practice both written and oral
communication skills. For surely if the procedures have been mapped out and
are available online, it is a question of ensuring that the procedures are
...