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a.All vertical processes are completed by the Board of Directors.
25NO GOOD DEEDb.Talent acquisition has not been made a priority as volunteers make up the most substantial portion of the workforce.c.The entirety of the budget is being used for the actual implementation of the music festival. There is no budget for training or talent acquisition. B.Lateral Processes (Product Development, Customer Relations, etc.) a.Recent product development has been focused on acquiring new national talent due to a recent decline in local artists participating in the festival. b.The current process for selling music festival tickets involves selling tickets through an 800-phone number. Customers have not been able to acquire tickets on some occasions due to incorrect contact information. They have also reported poor customer service experiences (Galbraith, 2002). FindingsThe central values of the organization are associated with educating the public about theimportance of the local arts. These values do not correlate with their behaviors, as they have notprovided training to volunteers on the mission or values of the organization. The organization hasalso developed a negative reputation for allowing unprofessional and improper behavior from itspermanent staff and other members of the board. The core belief of the Board of Directors is thatall employees and volunteers should be able to complete daily tasks without training, and thesupervisor employs a management approach that allows employees to learn from one another.This permits staff to pass on positive behaviors and harmful habits to others.
26NO GOOD DEEDStructural Dilemma Differentiation versus IntegrationThe organization has begun differentiating by opening into a more national market. The integration of current elements has not been successful, as communication has been detrimental to the overall sustainability of the organization. Differentiation has not impacted integration significantly. Gap versus OverlapDuring the festival, some key tasks go unallocated because of a lack of instruction and training, and other tasks are handled by permanent staff members. Underuse versus OverloadVolunteer efforts are often underused due to lack of instruction on behalf of the supervisor and other permanent staff members. These individuals are unable to perform to their potential because they are unsure of their job duties. Lack of Clarity versus Lack of Creativity.While many of the individuals are very creative, the roles in the organization are not clear. Board Members are not always permanent staff members. The supervisor is both a board member and a member of management, and permanent staff members, which the supervisor oversees, sits on the Board as well. Since the supervisor has no distinct power over her staff otherthan her title, the permanent staff may not perform in the way that she chooses. The volunteers are often confused about their role, and although staff members are expected to be in control of the volunteers, the staff tends to blame the volunteers for issues within the organization of the festival.