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Diag2(2) - Max Haubold Diagnosis Paper John Sumanth BUSI...

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Max Haubold Diagnosis Paper John Sumanth- BUSI 405 7/19/09 Grandy Corner Store Introduction Organizational Behavior theories have effectively explained structural problems happening in corporate society. No other analysis can better illuminate problems in personal, interpersonal, and group level behavior. Larger corporations such as SAS Institute and IBM have used these ideas to solve problems in big business, whereas many small businesses overlook the value. I assert that these theories can solve many problems exhibited in these smaller organizations. The Grandy Corner Store is one such example. It has experienced a decline in public image, an enigmatic problem that can only be explained through Organizational Behavior theories. The Grandy Corner Store is a family business, where I have worked for the past three years on weekends and during the summer. In this time I have had close interaction with the employees, and have a view of the organization from many angles. I have gained an understanding of the various factors that drive the store, and how different things impact its image. Located near the Outer Banks of North Carolina, the store is a prime pit stop during the heavy tourist season which lasts from May until September. Offered here is a deli, convenience store, gas station, and ice cream for the many people traveling from places as far reaching as
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Canada. This tourism creates a strong annual customer base, and is the main source of business for the entire town. Working there are 12 employees plus the management staff, which includes my parents and the general manager. The “floor” workers of the store are locals of the Grandy area, which is a rural, low income demographic. They usually earn $7-8 per hour, and the job is not seen as a summer job; many employees have been there for years. Split into “day” and “night” crews, they have ritual-like jobs, where monotony is prevalent. In this situation it is difficult to retain sight of the ultimate goal of having customers feel as though their vacation as already started. The Problem Over the past few years, I have observed the ins and outs of the business which have led to a decline of customer satisfaction. The goal of welcoming these travel worn tourists to the sunny beaches of the Outer Banks with a relaxed and comfortable atmosphere seems to be of increasing difficulty. Personal Level To analyze this unit, we must start at the lowest level, from when a “floor” employee is hired. As mentioned previously, Grandy is a small, gossip loving town, populated with relatively low income families. Consequently, the $1 million purchase of the Grandy Corner Store is known to many. New employees see a Social Identity boundary because of this, which impacts their perception immediately. Even with managers working alongside common employees, owners are attributed with stereotypical “The Man” status.
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Diag2(2) - Max Haubold Diagnosis Paper John Sumanth BUSI...

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