Managerial Decision Making at Rose Cosmetics-Part 2

Managerial Decision Making at Rose Cosmetics: Solving Internal Communication

Introduction

Rose Cosmetics (RO is one of the prominent online cosmetics retailers in the United Kingdom. Shane, Angela, and Rupert founded the organization in 2010. The firm deals with skincare, cosmetics, body care, and many other accessories. The firm has been in the limelight due to its affordable and quality products for customers. The senior management team is committed to leading the business and sustaining its success in the competitive business landscape. The firm contains nearly 200 employees along with the agency staff in warehouse and call center domains. The organization has expanded its call center with critical management positions. The firm wants to become a responsible organization, as Shane envisions new growth and expansion horizons.; new product range and eco-friendly practices have been the new objectives, which are interrelated with the firm’s mission. This comprehensive case study analysis will streamline the issues and challenges that the organization is facing. Summarizing these issues is the right approach to deriving valuable insights and implications and setting the foundation for practical solutions. It is a systematic case analysis, as it can help to recognize potential problems, along with the significant impact on the business. Multiple approaches to solve the problems, along with some tools and tactics, will be applied to reach the final ideal solution.

Summary of the Issues

The organization has stumbled due to multiple issues in the internal and external business climate. For instance, regarding internal organizational challenges, training and budget constraints have been in the limelight. A company with limited financial capacity is in trouble because it hinders training and development activities. Warehouse staff need to be more motivated and satisfied due to low wages. Fair compensation is less probable, and it is contributing to the increasing turnover. The firm contains inexperienced call center management. It is a concern because this inexperienced management became the reason for ineffective policies and functions. Call center operations could be more efficient, and it is problematic. The warehouse is also in trouble due to excessive safety issues. Stacking practices are leading to potential risks to employees, and it further hinders call center efficiency.

Rose Cosmetic reputation and image are impaired due to unethical practices. Extravagant packaging contradicts the firm’s sustainable mission and strategic intent. On the other hand, Zero Hour contracts are also leading to many ethical questions. Of course, the excessive employee turnover is becoming problematic for the organization. The firm also has some expansion plans, but depending on insider information is not the right approach as far as ethical considerations are concerned. The organization needs to work on transparency and fairness in its decision-making function.

Communication could have been more effective in this organization due to the limited communication platforms (channels). Again, this ineffective communication is becoming the primary reason behind the need for more transparency. Furthermore, it also creates a negative impact on employee engagement and motivation. Inclusivity can be the best approach to becoming responsible. Unfortunately, the organization doesn’t provide adequate information about diversity and inclusion. Eventually, the organization needs to align practices with the mission as far as environmental responsibility is concerned.

These are some issues for the organization that need to be addressed to meet the mission and new strategic intent in the dynamically changing cosmetics industry. It is a broad range of problems or challenges. The management needs to prioritize the issues to set the foundation for effective mitigation. The most important thing is to identify and prioritize the most daunting issue and move forward with the best solution.

Selecting and Prioritizing Issue: Communication Channels and Engagement

Rose Cosmetics’ management needs to concentrate on the need for more communication channels and engagement, as it is one of the daunting issues. This issue has been prioritized due to the negative impact on the organization. Intriguingly, it is a broader issue that has prevalent inferences for transparency, employee motivation, and operational efficacy. The management must prioritize this issue due to a pertinent rationale. The detailed illustration is as follows.

Motivation & Transparency

Management and employees must adhere to transparency in communication channels. Staff need to get away from the decision-making process in the organization. This limited communication, backed by the limited communication channel, has led to a lack of employee motivation. Of course, there is no autonomy and engagement. RC has an inexperienced call center team, and it always requires consistent and progressive communication. Ensuring effective and efficient operations and aligning with the vision of the organization are reasonable assumptions, and communication must be the critical driver of it (Thornton, Mansi, Carramenha, & Cappellano, 2018).

Employee Motivation and Productivity

Most of the employees, especially in call centers and warehouses, need to be made aware of decisions. It discourages the workforce, as there is always chaos in the internal setting. The call center is a dynamic business unit that requires progressive and real-time information. Employee turnover in this organization is increasing due to low morale. It also negatively affects the service quality. The firm’s mission to provide friendly, fantastic, and personal service is relevant, but it is only possible with employee motivation and productivity.

Recognizing Operational Issues

RC has multiple business units or segments in the dynamic business climate. Call center and warehouse employees are working on the frontlines. They usually have a deep understanding of the operational issues or challenges. It is hard for the senior management to micromanage and get more profound at the bottom line to steer these issues. Thus, a lack of communication channels can hinder valuable feedback for senior management about these issues (Steers, 2017). For example, warehouse staff is stumbling due to safety issues, and the proper communication channels could have been incorporated to streamline this critical issue.

Inclusivity

The organization strived for diversity and inclusion. Despite its limited efforts, the firm has yet to optimize these practices to improve its image. There needs to be more information regarding inclusivity, which further creates barriers to cultivating an inclusive work culture. Communication is integral to promoting an inclusive culture and streamlining possible issues when it comes to employee treatment (Lee, Zhang, Sung, Lee, & Jeong-Nam, 2022). Again, if the communication platforms are established, the firm can foster inclusivity to justify the responsibility.

Root Causes and Impact on Business: Justification

Limited communication channels and engagement are potential issues for the organization. The problem existed for several reasons. For instance, inadequate decision-making at the leadership level is the primary root cause. So far, the RC’s leadership stressed cost minimization due to the tight budget. The impact on the business has been negative, as there is openness and transparency in the culture. Lack of experience in the call center is also one of the primary root causes. Inexperienced management should have realized the importance of effective communication channels in the call center. The impact on the business is negative because the management needed to know the significance of communication transparency. Indeed, there is a disconnection with the employees at the bottom line of the organization (Henry, Mose, Ntayi, & Munene, 2022).

There has been a resource constraint, which hindered the training and development funds. Of course, it further hinders the probability of communication efforts. The impact on the business could be more favorable, as a combination of training programs and effective communication is not visible. Some cultural facets are also in the spotlight. RC’s culture needs to prioritize open communication. The prevalence of the lack of engagement is apparent, and the hesitation remains. The organization stumbled because there is no effective feedback protocol or mechanism, which further creates barriers to employee engagement (Singh, Rai, Thakur, & Singh, 2024). Eventually, the organization’s investment in advanced communication tools and technology will also be limited. It is due to the ongoing resource constraints and the need for more awareness about the advantages. An organization needs these modern tools and platforms to make communication efficient, especially in the changing digital retail environment.

Different Approaches to Solve the Problem: Solution Options

The organization needs to use multiple approaches to solve the problem. These solution options will be based on a comprehensive analysis of the issue or challenge. The illustration of these solution options is as follows.

Executing Regular Communication Platforms

The organization must implement regular communication channels. These regular communication channels include town hall meetings, feedback loops, and many other platforms that can facilitate employees to express themselves. The management can use a new avenue to streamline important information and set the foundation for transparency. Critically, this implementation of communication channels requires good commitments from leaders, as they must participate in these meetings and events (Putnam & Mumby, 2013). Logistical challenges will be apparent as far as the participation of stakeholders from all levels of the organization is concerned.

Investing in Modern Communication Technology

The organization must strive for investments in modern communication technologies. It is an excellent strategic choice that can help the organization keep everyone updated and set the ground for a sense of connection. This sense of connection, backed by advanced technology, can also improve the performance of remote teams. It is all about investing in modern tools and technologies to permit immediate feedback and coordination, and it can justify the efficiency of the whole communication process (Botezatu, Hosszú, Botezatu, & Botezatu, 2020). Critically, there have been some budget constraints, which can create barriers to these investments. Also, the organization needs digital literacy, and it can also become a significant problem.

Training Leaders for Enhanced Communication

Training managers and leaders about communication in the internal setting is also a solid approach to solving this problem. For instance, it is essential to train call center management, especially in terms of communication approaches. The most important thing is to make them realize the importance of communication transparency. The management will be in a better position to shape the positive communication culture. Critically, the responsiveness of employees or individuals in this training can be a concern. There may be resistance due to lack of commitment. Even the organization cannot get immediate results, as consistent efforts and initiatives are needed to get things on track.

Inclusivity Initiatives

The organization must strive for an inclusive culture in the internal setting to evade the possible disparities in engagement and communication. It is all about promoting and encouraging multiple viewpoints, and it can lead to a better understanding of employee’s expectations and needs (Aquino & Robertson, 2017). Critically, the organization will need a massive culture shift. It can lead to excessive resistance due to the certainty of current practices and norms.

Multi-Channel Communication Approach

Embracing the multi-channel communication approach is also the best move to address the challenge. The organization should maintain the conventional and modern communication processes (methods) to enable a broader reach in the internal setting. A diverse range of employee teams may contain varying preferences and expectations, and this channel combination can help to cater effectively (Papa, Daniels, & Spiker, 2008). Critically, robust strategic planning is essential to eliminate the probability of redundancy and overloading. The management must realize that the channel effectiveness can be different. Therefore, there is a need to keep evaluating and changing (Johnson & Hackman, 2018).

Evaluating Different Approaches to Solve Problems

Stage 1: Evaluating Options

Regular Communication Channels: It can enable excessive transparency along with an effective feedback system. However, there may be many logistical challenges as far as the participation of employees from different business units is concerned. There may be inconsistencies in the leadership engagement or participation (Papa, Daniels, & Spiker, 2008).

Investing in Communication Technology: The organization will ensure instant or real-time updates along with better efficiency. However, there will be a need to create a balance between investments and budgeting. Budget constraints and limited adoption can be problems for the organization.

Leadership Training on Communication: The training will facilitate shaping a positive culture. A positive culture is an outcome, but the process requires assertiveness, adaptation, and responsiveness of employees and management. The management will not get immediate results according to expectations.

Employee Inclusion: The organization can incorporate inclusivity in the internal business setting to evade disparities. It is the best time to promote and accept the varying viewpoints that come from different experiences, backgrounds, and thinking patterns. These diverse perspectives can further foster creativity and innovation. The organization will require massive cultural change, and resistance will be apparent.

Multi-Channel Communication: It is also a good strategy or solution because the organization will experience a broader reach. The multi-channel approach is the best solution for call center and warehouse employees, as they will be assertive in streamlining their perceptions, perspectives, ideas, and reservations. Some coordination challenges will be evident when it comes to the utilization of different communication channels (Putnam & Mumby, 2013).

Stage 2: Further Evaluation of Options

Investing in modern communication technologies and a multi-communication channel approach are two practical solutions that can be further navigated by using appropriate tools and techniques. The illustration is as follows.

Cost Benefits Analysis: Investing in new and advanced technologies in the communication domain can be costly for the organization. As discussed, there are budget constraints and pressure to improve the wage rate in the workforce. Investments in new communication technology will not be justified, as it will put a massive dent in the financial domain. Thus, the option needs to align with the ongoing budget limitations. The cost of this investment exceeds the possible benefits, and therefore, this option can be avoided.

On the other hand, a multi-channel communication strategy is also viable. The cost of this solution or option is less, as RC will be willing to leverage the current channels. It is the best way to eliminate the burden on the financial department. The organization will enable this implementation in multiple phases, which can further help to integrate with the budget limitations. Coordination can increase the cost of this solution or option, but excessive engagement and improved communication are the best outcomes for the organization (Stobierski, 2019).

Feasibility Analysis: Investing in new communication technology is not feasible for the organization due to the many budget constraints. The case should have included more information about the company’s promptness in integrating technology.

Conversely, relying on the existing communication channel is feasible. The most important thing is to align with the existing processes and practices, which can lead to steady implementation. RC doesn’t want to allow disruption in its business operations to sustain its business. Restoring the effective utilization of the current communication channels is a pleasing step toward further adaptation (Munsaka, 2013).

Risk Assessment: The organization will need more support when investing in new technologies. Employees with limited skills and experience will need help to use new technologies. It will require further funds for training and development to adopt skills and gain knowledge. Resistance to change and additional costs are two potential risks with this solution or option (Lam, 2014).

Despite the coordination channel, the organization can sustain the phased strategy to minimize disruptions and uncertainties. Leadership training can be an effective option to evade resistance and enable success. Stakeholders, especially management and employees, are aware of the current technologies, and risks related to the new adaptations are reduced.

Stage 3: Reaching Ideal Solution: Recommended

This tailored evaluation has helped the management to reach the best or ideal solution. The management will accept the Multi–Channel Communication Strategy as a perfect solution to move forward. The critical analysis in evaluation, along with the application of tools and techniques, highlighted the effectiveness and workability of this solution. For instance, this solution is the best choice because it can help the organization align with budget limitations. Leveraging the existing communication channels at RC can reduce the financial burden (LaBelle & Waldeck, 2020). A multi-channel communication approach is relevant to the current organizational situation in this dynamically evolving cosmetics industry, where the organization needs help to afford disruption and employee turnover. Restoring the existing channels and reaching their full potential are the best considerations to avoid disruptions. Eventually, this solution is effective because the management will eliminate or reduce the risks through phased execution and appropriate leadership training (Burton, 2023).

Legal, Ethical, Cost Effective, Practical, and Political Acceptance

The ideal solution, “multi-channel communication,” is legally, ethically, and politically acceptable. A detailed illustration of all these measures is as follows.

Legal: This solution is integrated with the legal standards and legislation as far as employee communication is concerned. For instance, employees at RC have the right to get information. Complying with the employment law is essential for the organization. The critical assumption is that the management must adhere to privacy and discrimination laws when using these different channels.

Ethical: This solution is a driver of transparency and inclusivity in the organization. The management is willing to respect the rights of employees, as they will be informed about decisions (Cheney, May, & Munshi, 2011). This solution will foster varying communication preferences, which can lead to an ethical workplace setting. Furthermore, the management will strive for moral considerations in the leadership training.

Cost Effectiveness: It is a cost-effective solution because leveraging current channels will put less burden on the financial domain. The organization will evade the probability of substantial investments in new technologies. Phased implementation will enable steady adoptions and investments. Also, internal leadership training in the context of communication is less costly compared to other methods (Steers, 2017).

Practical: This solution is practical, as it comes from the existing communication channels. Employees and management already know the protocols and traits. Of course, the probability of disruption is minimal. The approach is familiar, and it enhances the adaptation of these channels.

Political: This solution is politically relevant, as it integrates with cultural values. There may be resistance, but the organization will reduce it through practical leadership training. This solution can foster inclusivity and coordination, and these are politically valuable in the RC’s workplace (Johnson & Hackman, 2018).

Conclusion

It concludes that RC has the potential to solve the issue with the provided recommended solution. Communication processes require a well-established infrastructure to enable seamless information flow and employee engagement. This comprehensive study emphasized the brief navigation of issues, and it helped to select and prioritize limited communication channels and engagement problems. Several solution options have been created by navigating the potential root causes and significant impact on the business. So far, this recommendation is effective, but the management must keep an eye on the new trends and needs instead of becoming specific about this recommendation. Resilience and adaptation are integral aspects of keeping the business moving in this dynamic and competitive business landscape.

Click here for Management Decision Making at Rose Cosmetics – Part 1

References

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