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Case study Meteor Bank

1

more mistakes L

younger, more dynamic teams L increased productivity U improved customer service U better promotion prospects L more overtime L

higher training costs L higher salary costs U better morale U

2

resistance to change, unhappiness with the new manager / with new methods / new management style / new tasks, being pushed into retirement or resignation

3

1. 
   Joseph Ikpeba wrote to express his concern that the real causes of staff turnover and system downtime were not being understood or dealt with.
   
2. 
   He wants Astrid Kuhn to speak to the people involved and hold an executive committee meeting to decide how to deal with the problems.
   
3. 
   Saul Finlay has been appointed as IT Manager, and IT staff, new hires, departures
   

and downtime have increased significantly.

4. 
   Increasing downtime could be due to increased volume, inadequate hardware or software, or increased operator error (too many inexperienced operators). Increasing departures suggest unhappiness with working conditions.
   

4

	Tonye Ameobi HR Manager, Lagos	Vincent Bonvalet IT Manager, Meteor Ivory Coast
Opinion of Saul	Bright, very ambitious	Too ambitious, empire building
Mistakes	He has irritated some of his colleagues	Computer system too centralized
Successes	He has increased transactions by 40%	Increased our capacity
Solutions recommended	Invest in new equipment	Decentralize systems

	Kehinde Ojukwu Senior Systems Administrator, IT department, Lagos	Joseph Ikpeba Operations Manager
Opinion of Saul	A very demanding manager	Nice young man
Mistakes	He has made the job too hard	Not understanding the work culture
Successes	He has raised salaries	Getting rid of some of the old staff
Solutions recommended	Recruit more staff	Outsource our IT services

3.