Scenario
Since 2020, you have been employed by Organization XYZ as a HR Specialist. In January of 2023, your past supervisor, Don, decided to retire. Therefore, as of February of 2023, you assumed the role of Human Resource Director. Although you and Don worked collaboratively together, over past 3 years, Don handled most decision making. Unfortunately, you were not heavily involved in strategic organization nor HR efforts. However, now is your time to shine.
While reviewing past information, strategies, and decisions, made by your retired counterpart, you learned that decision making, throughout the organization, had been based primarily upon quantitative data. Don, your retired colleague, had a background in statistics, in addition to HRM, thus his decision to use quantitative data did not surprise you. But, you notice that some major decisions were solely based upon quantitative data as opposed to qualitative data. Essentially, Don wanted to reduce costs by cutting down on time spent on certain activities.
For example, in September of 2022, Don (with the approval of C-suite leadership) mandated that sales associates spend no longer than two hours, per quarter, with clients face to face.
Additionally, in November of 2022, Don (again approved by C-suite leadership) created a policy that limited customer service representatives to one 10-minute phone call, per consumer per quarter. All other concerns expressed by consumers needed to be addressed via email or could be made via telephone for a $25 per hour fee (incurred by the consumer).
These decisions to rely upon metrics have backfired and, frankly, have greatly impacted the status of your organization’s culture. Please address the following, consider this speech being sent to C-Suite Leadership.
- Explain the importance of utilizing metrics to make decisions.
- Justify when qualitative versus quantitative data should be utilized. Then, explain when a mixed methods approach should be utilized.
- Explain the issues associated with the above scenarios (i.e., making policies about time spent with customers and clients) and propose how you would rectify these issues to make things better for employees, consumers, and the organization as a whole.