Bella’s: a case study in

organizational behavior

Submitted by: Jan-Anne Ocampo

 Bella’s
Full service day spa
Illa Fitzgerald, Owner
Lynne Gibson, Consultant
Kris Jenkins, General Manager

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 Table of Illa
(Owner)

Organizaton
Purchasing, Kris
Marketing, (General Manager Lynne
& Flagship store (Consultant)
Finance, HR manager))

Supervisory,
Daily Store Manager 1 Store Manager 2 Store Manager 3 Store Manager 4
Operations

Staff Staff Staff Staff

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 A unique company that offers a
complete array of products and
services aimed in creating and
maintaning healthy minds, bodies
and spirits

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Stores

head
1 quart
3 ers
2
4

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Services offered:
◉ Full body massage ◉ Skin treatments
◉ Body scrubs and wraps ◉ Waxing
◉ Facials ◉ Hair cut and other treatments
◉ Specialty manicure and pedicure ◉ Retail shop

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Current Situation
Last Years’ Sales Employees
Dropped 12% sales from the year before Increased absenteeism and turnover

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 Employee survey
results
Store managers Hairstylists Staff
Satisfied in what they do but Satisfied in what they do Satisfied with their work
are not aware of opportuntes for Satisfied with relationship with Not aware of career
them co-workers opportunities for them
Not fully aware what is Not fairly recognized Doesn’t get recognized
expected of them
Rarely gets recognized
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Overall:
◉ Dissatisfied with owner
◉ Doesn’t feel cared for
◉ Feels opinions are not important
◉ Doesn’t have a positive feeling towards
owner, Illa.

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 1.
Kris Jenkins
Viewpoint
 2.
Dissatisfaction of Bella’s employees
resulting to decrease in sales as well as
employee performance

Statement of the problem

 3.
To increase employee satisfaction that will lead
to better performance and increased employee
morale for the next 4 months

Statement of objective
 4.
SWOT analysis
Areas of consideration
SWOT
Strengths Weaknesses
◉ Has a visisonary and strong-willed ◉ Owner recognizes he business and
owner managerial experience was very
◉ Strong presence in 5 stores in one State limimted

◉ A lead player in strategic decisions ◉ Has little appeal to day to day

operations of the business
◉ Has a general manager that does
ultimate decisions for anything ◉ Very little recruiting took place at the
operational start up of the business

◉ Has strong service team ◉ Owner is resistant and paralyzed by

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SWOT
Opportunities Threats
◉ Located in a city with approximately ◉ Low perception of employees towards
250,000 people owner
◉ New general manager on board ◉ Employees did not feel good about
their jobs or the company
◉ Even more increase in turnovers

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 5.
Assumptions
Assumptions:
◉ Increasing competition in the area that encourages turnover
◉ Illa has been trying to connect with employees through trivial or personal matters
expecting that it might leave a good impression of her
◉ Illa is not fully aware that employees feel demotivated
◉ Illa is more concentrated on business strategies and is not too concerned of the
manpower

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 6.
Alternative Courses of
Action (ACA)
ACA 1: Thanksgiving party
Advantages Disadvantages
◉ Employees will feel valued ◉ Great possibility of not paying
◉ Employees will feel cared for attention

◉ Employees will feel owner is ◉ Might not grab the ample amount of
appreciative of their contribution to the interest from dissatisfied employees
company

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ACA 2: Create training &
development
Advantages
plan
Disadvantages
◉ Will provide information to employees
of opportunities ◉ Might take a few hours off of
employees days
◉ Provide an understanding to employees
of promotion possibilities ◉ Hesitations might occur

◉ Make them feel motivated

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ACA 3: implement an opinion box
Advantages
Disadvantages
◉ Employees will feel valued
◉ Employees might not take interest
◉ Will increase employee engagement
◉ Employees might not feel motivated to
answer questions regularly
◉ Might not be fairly honest
◉ Might be concerned with anonymity

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 7.
Decision Matrix
 Decision Matrix
ACA 1 ACA 2 ACA 3

Timeliness of
implementation
2 3 1

Effectivity 2 3 1

Cost efficiency 1 2 3

Lessens turnover 1 3 2

Total 6 11 7
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 8.
ACA Selection
Training & development plan
Implementing a training and development plan presents to be the most effective
next step for the company. As mentioned in the analysis, this will provide
information to all employees regardless of their level (staff, supervisor or
manager) as to how can they grow professionally.
They would have a grasp as to what’s in it for them in the company after being
of service for years.
This is a solution that would serve all important points in their recent employee
survey: unawareness of career opportunities, not feeling fairly recognized,
doesn’t feel cared for and doesn’t really have a positive feeling towards the
owner.
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 9.
Action Plan
Next step Person responsible Timing

Employee insight gathering Kris Jenkins 1 week

Lynne Gibson
Set up and approval of training and development plans One month
Illa Fitzgerald

Outsourcing of trainors Lynne Gibson One month

Dissemination of training plans to all stores Kris Jenkins 2 weeks

Roll out of trainings Trainors One month

Assessment, evaluation and employee insight gathering Kris Jenkins 1 week

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Thanks!
Any questions?

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