University Phone Center Case

This case examines the impact of organizational change on employee motivation and organizational culture. Specifically, the Annual Giving Department in a state public university must make changes that will allow it to reach higher fund-raising goals in the Phone Center. The Phone Center was running smoothly until Robert Kinbote, the new assistant director, was hired and began to alter the rules and atmosphere of the department. Now, the supervisors and their direct reports are dissatisfied with the work environment. Phone Supervisor Rachel, in particular, is clashing with Robert and is conflicted about how to handle the situation.

Main Topics

Leadership, Human resource administration

Secondary Topic

Organizational culture

Teaching Purpose

To examine the fit among leadership styles, organizational goals, and employee motivation, and how change can clash with the culture and impact employee morale.

The Organization

The case examines a phone center in a fund-raising department at a state university.

Main Characters

Amelia McKenzie, Director of Annual Giving

Robert Kinbote, Assistant Director of Annual Giving

Rachel Hewett, Phone Center Supervisor