; eo aon AMDG LS 100 ORGANIZATIONAL BEHAVIOR Mr. Manolet M. Siojo Individual Case Analysis 1, Case analysis should include the following ‘* Determine the major problem/s of the case + Setting your objectives for problem solution + Outlining alternative courses of action with the “pros” and “cons” of each course of action ‘+ Coming to a conclusion — your final choice of action 2. Minimum three (3) to maximum five (5) pages, double-spaced 3. Keep your analysis brief and concise. CASE: RUBEN SANTOS Ruben Santos, twenty-five, graduated from the state university in March 2004 with a B.S. degree in Psychology. Shortly after graduation, he took a job as assistant office manager with the Sure-Health Services Inc., a group health insurance organization. His salary was P50,000 per month. As assistant office manager he was responsible for supervising approximately 40 female office employees who performed sorting, totaling, and recording operations concerning medical claims charged against Sure-Health, ‘The office workers were situated at several rows of desks in a large open room. As assistant manager, Ruben Santos had a desk in the same room but off to one side of the desks of the girls. His immediate superior, Carlito Guizon, the office manager, had been with Sure-Health for 20 years and had risen to his present position from a beginning job as a clerical assistant. During his career at Sure-Health, he had watched the company grow and progress, and often referred to the increase in employees under his supervision with a great deal of pride. According to Ruben Santos, his work at Sure-Health was not especially challenging. In describing his job, he stated that his main duties were to check the time cards of the office workers each morning, to make sure that “everything was in order,” and to answer questions concerning claims that the girls might bring to him. In addition, he did special statistical studies at the request of the controller's office or Guizon, These studies were infrequent, and during his first four months with Sure-Health, Ruben participated in only two such studies. He estimated that on the average, he actually “worked” no more than one or two hours a day. Partially because of some courses he had taken at the university, Ruben Santos had some strong convictions ‘concerning the supervision of the office employees. He was concerned about the situation at Sure-Health for two reasons: the high turnover of office employees ~ which averaged 48% per year; and the apathy of many of the girls toward their work. He realized that he was new in the company, but nevertheless felt obligated to make some suggestions which he felt would improve the situation with regard to the office force. Gulzon, his immediate superior, often disagreed with these suggestions. For example, to partially utilize his unproductive time, Ruben suggested that, as, he had had several courses in physiology as a pre-med student before shifting to psychology, it might be helpful if he could spend an hour or two a week in instructing the office staff in some basic fundamentals of physiology. The nature of the work was such that knowledge of the various body functions and systems, he felt, would be helpful in speeding up the sorting and processing of claims that came in. Ruben suggested to Guizon that he would be happy to conduct these Informal classes as a part of his regular duties. Mr. Guizon, however, did not feel this was a good suggestions and did ‘not permit Ruben to go through with his ideas. Ruben also had a disagreement with Guizon over the handling of the case of Doris Martinez. Doris, a clerk-typist, approached Ruben one day while Guizon was aut of the office to report that she was sick and desired to go home. Ruben made the necessary arrangements for her to have the rest of the day off. When Guizon heard of this incident, he was very upset. He told Ruben that he did not have the authority to make these kinds of the decisions and that he, Guizon, would make all such decisions in the future. Ruben felt that, because Guizona was not in the office at the time the situation occurred, and because Doris Martinez was obviously sick, he had made a good decision, and he let the matter drop. On December 10, 2004, Robert Collantes, controller of Sure-Health called Ruben into his office to discuss plans for a new software installation that company was considering putting in to speed up the processing of claims. On December 10, 2004, Robert Collantes, controller of Sure-Health Services Inc. called Ruben into his office to discuss plans for a new software that the company was considering buying and installing to speed up the processing of claims. He spent about ‘Wo and one half hours with Ruben explaining the proposed system and concluded the interview by stating that he that as new men often had good ideas for improvement, he would welcome any suggestions that Ruben might have. Ruben was enthusiastic about Collantes’ approaching him, and spent several hours that night at home working out a plan that would permit the new process to be installed in his area with a minimum of difficulty. He submitted his ideas to Collantes’ the next morning. Collantes’ was very Impressed with Ruben’s ideas and immediately called a meeting of several officials of Sure- Health, including Guizon, to review Ruben’s pian. This meeting was held during the early afternoon of December 11. About three o'clock that afternoon, Guizon entered the area in which the girls’ and Ruben’s desks were located, approached Ben's desk, and slammed the folder containing Ben's plans down, exclaiming, "What in the hell is this?” Before Ruben could reply, Guizon commenced in a loud voice to lecture on the necessity of going through channels when submitting reports, ideas, and suggestions. His remarks attracted the attention of the office girls, most of whom stopped work to watch the disturbance. Ruben interrupted Guizon to suggest that they might continue their discussion in Guizon’s office which was glass-enclosed and out of earshot of the girls. Guizon snatched the folder from Ruben’s desk and stalked into his office, Ruben following, The discussion in Guizon's office consisted mainly of a continuation of Guizon’s diatribe. After Guizon had concluded, Ruben stated that he had not been satisfied with his relationship with Sure-Health and intended to submit his resignation in the very near future. He then left Guizon's office. The next day, December 12, Guizon asked Ruben to step into his office for a few minutes. He apologized to Ben for his conduct of the previous day, remarking that he had had several things on his mind which upset him an that he had full confidence in Ruben’s abilities. Ruben accepted this apology, remarking that he might have flown off the handle a litle bit himself, The meeting ended on a cordial note. (On December 13, Ruben submitted his resignation and subsequently left the Sure-Health Services Inc. on December 24, 2004. At the time of his departure, he did not have a new job. Presume that you had found out about Ruben’s plan Prior to his actual resignation.