C & C Grocery Case

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1) The contingency effectiveness approaches are based on looking at which parts of the organization managers consider most important to measure. The current structure at C&C seems to be related to the internal process approach. The internal process approach looks at internal activities and assesses effectiveness by indicators of internal health and efficiency. This is illustrated in the case by the descriptions of responsibilities of various players in the organization. Everyone was responsible for internal process, but no one really focused on the external market and there was also very little focus of human resources. The problem with this approach was that C&C did not evaluate total output and the organization’s relationship with the external environment. In addition, evaluations of internal health and functioning are subjective. The things that C&C management focused n were operational procedures and ensuring that everyone follows these procedures. This is illustrated by the teams that went into the stores to inspect operating standards and cleanliness and to look for indicators of how to make the organization more effective, rather than to help coordinate operations. The case also mentions that close supervision of operational details had become the focus of operations management. C&C was measuring their internal processes, but the indicators they were measuring did not necessarily relate to the health of the organization. They should have focused on things such as positive work climate, teamwork, communication, decentralized decision making, ad interaction between the organizations and its parts. The new structure seems to look at all three of the effectiveness approaches. The goal approach is concerned with the output side and whether the organization achieves its goals in terms of desired levels of output. The new structure

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