1 BBA102 – PRINCIPLES OF MANAGEMENT SESSION 2, 20.docx

1
BBA102 – PRINCIPLES OF MANAGEMENT
SESSION 2, 2015
CASE APPLICATIONS
FOR GROUP REPORT & PRESENTATION
Group
No.
Presentation
Week
Weekly Topic and Case Application Page
1
5

Topic: Contemporary issues: Ethics, sustainability and
CSR
Case Application: 2Day FM
2
2
6
Topic: Foundations of management: Planning
Case Application: Icelandic Volcano
5
3
7
Topic: Foundations of Management: Decision making
Case Application: Underwater Chaos
8
4

8
Topic: Foundations of Management: Organisational
structure and design
Case Application: LRN
10
5
10
Topic: Managing change and innovation
Case Application: Australia Post
13
6
11
Topic: Understanding groups and managing work teams
Case Application: Swimming Australia
17

7
12
Topic: Communication and Interpersonal Skills
Case Application: Dominos
20
2
Group 1
CASE APPLICATION
A radio prank gone horribly wrong – 2Day FM
What started as a silly prank call from radio hosts Michael
Christian and Mel Greig on 2Day FM,
on 6 December 2012, turned deadly serious and very damaging
for all of the parties involved.
The two radio presenters had come up with the idea of phoning
London’s King Edward VII
Hospital while posing as Queen Elizabeth and Prince Charles to
enquire about the condition of
the pregnant Duchess of Cambridge, who had been admitted to
the hospital. ‘If this has worked,
it is the easiest prank call ever made ...,’ Christian was heard to

whisper as nurse Jacintha
Saldanha transferred the call, which she believed was being
made by the Queen and Prince
Charles. After the call was transferred to the Duchess’s nurse,
some private details of her
recovery from severe morning sickness were broadcasted on the
radio program, to the delight of
the two radio presenters. They later boasted about their
accomplishment, both on air and on their
Twitter accounts. ‘This is by far the best prank I’ve ever been
involved in ... It’s definitely a
career highlight,’ said Greig.
Two days later, Jacintha Saldanha, the Indian-born nurse who
had taken the call and transferred
it in the belief it was genuine, was found dead. She had
committed suicide out of shame
following the widespread international attention that resulted
from the prank.
When news of the nurse’s suicide broke, a global social media
storm erupted, with calls for the
two radio presenters to be sacked. The radio station cancelled
the segment and suspended the
duo, who were moved to a ‘safe house’ after death threats were
made in the social media sphere.
The radio network also came under investigation by both
Scotland Yard and the Australian
broadcasting regulator, the Australian Communications and
Media Authority (ACMA), to
determine if any laws had been broken.
The prank call was not the first time 2Day FM had been
involved in controversy. For example,
the station’s top-rating breakfast presenter Kyle Sandilands, and
co-host Jackie O, had hit the

headlines in 2009 when another distasteful joke went wrong.
They had come up with the idea of
using a lie detector to quiz a 14-year-old girl about her private
life. Live on-air, she revealed that
she had been raped when she was 12. Other ‘highlights’ of Kyle
Sandilands’ radio shows
included his drinking breast milk on air; a contest to find
Sydney’s smallest penis; a race, in
which Sandilands participated, to produce a sperm donation;
and a foul- mouthed, on-air attack
on a journalist who had dared to comment on Sandilands’
program’s ratings and content.
It is estimated that the prank call to the hospital in London cost
the radio station about $2.8
million in lost revenues when major advertisers and sponsors
such as Telstra, Coles, Woolworths
and Optus suspended their advertisements or reconsidered their
continued commitments.
In the aftermath, both the radio station and the two presenters
defended their decisions to put the
call to air. 2Day FM claimed it had made several attempts to
contact the hospital and the nurses
involved to get their permission to broadcast the call, which is
the normal procedure in a case
like this. However, the radio station never obtained consent, and
‘somebody’ had decided – most
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likely with internal management approval – to put the call to
air. In interviews which Michael

Christian and Mel Greig did with two current affairs TV
programs – Today Tonight and A
Current Affair – in mid-December 2012, they apologised for
their actions, saying they had never
meant to hurt anyone and that they had expected the hospital
staff would hang up on them. They
were obviously very upset and emotional in the interviews, but
they avoided being specific about
how the idea had come about, whose idea it had been, what
checks and guidelines were in place
for regulating pranks of this type, the delay between making the
recording and deciding to
broadcast it, and who had made the final decision to broadcast
it. ‘These prank calls are made
every day, on every radio station, in every country around the
world, and they have been for a
long time ... Nobody could have expected for this to happen,’
they said.
Michael Christian returned to another radio program in February
2013 and was awarded the Next
Top Jock award in June 2013 by Southern Cross Austereo, a
decision which attracted criticism in
the Australian media. In July 2013, it was reported that
Scotland Yard had decided to drop
charges regarding the prank call, but that they had handed the
file over to the Australian Police to
determine if any offences had been committed under Australian
laws. In the same month, it was
reported that Mel Greig, who had not returned to any
broadcasting work, had taken legal action
against her employer, Southern Cross Austereo, for failing to
provide a safe workplace. In
September 2013, the radio station took action in the Federal
Court to prevent ACMA from
carrying out any further investigations or publicly releasing its

preliminary report on the incident.
The argument from the lawyers was that the media watchdog did
not have the power to decide
whether the radio station had breached any surveillance laws.
Another controversy was stirred on
22 October 2013, when the chairman of Southern Cross Media,
Max Moore-Wilton, described
the incident at the annual general meeting: ‘These incidents
were unfortunate, no doubt about
that ... but in the immortal words of someone whose identity I
cannot recall, shit happens.’
Sources: AAP, ‘Radio group defends chairman’s prank word’,
SBS Online, 23 probe royal prank call’, ABC News,
19 September 2013; W. Tuohy, ‘Royal prank au>, 11 July 2013;
AAP, ‘Prank call costs Austereo $2.8m’, The Age,
20 February 2013, p. B16; A. Ferguson and M. Idato,
‘Advertisers and investors not amused’, The Saturday Age, 15
December 2012, pp. B4–5; G. Kwek, ‘Radio prank fallout hits
owner’s wallet’, The Age, 11 December 2012, pp.
B1–2; and A. Ferguson, ‘Starbucks and 2Day FM’s trial by
social media’, The Age, 11 December 2012, pp. 1, 4.
See also Youtube for the first interview with Mel Greig and
Michael Christian on Today Tonight,
<www.youtube.com/watch?v=IJd8r2oJH0Q> or on A Current
Affair, <www.youtube.com/watch?v=FCh_
ecpLimc>, October 2013; L. McNally, ‘2Day FM argues ACMA
lacks authority to DJ Mel Greig’s decision to sue
her bosses is brave’, <www.news.com.
Copyright © Pearson Australia (a division of Pearson Australia
Group Pty Ltd) 2015 –
9781486006335 - Robbins/Management 7e

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Discussion questions
1. Describe the situation at 2Day FM from an ethics
perspective. What is your opinion of what
happened there?
2. How would you describe the values and the organisational
culture that exist at 2Day FM?
How did these values and culture contribute to the situation
occurring?
3. What role did management at 2Day FM and Southern Cross
Austereo play in this? Were they
being responsible and ethical?
4. Could anything have been done differently at 2Day FM to
prevent what happened?

5
Group 2
CASE APPLICATION
Icelandic volcano
Global businesses, including airlines, have had to develop
plans, policies and procedures to
handle a wide range of potential threats, such as the increased
risk of terrorism, a worldwide
influenza pandemic and global warming, just to mention a few.
However, few global businesses
or airlines thought to factor into their planning scenarios a
volcanic eruption in Iceland. This
volcano has a funny name – Eyjafjallajökull – but its impact on
global businesses was no
laughing matter. The eruption imposed the biggest airspace
closure since the terrorist attacks in
the US on 11 September 2001.
When the volcano erupted on 14 April 2010, the plume of
volcanic ash that spread across
thousands of kilometres disrupted air travel and global
commerce for more than a week. The
giant ash cloud affected most of northern and western European
airspace, closing terminals from
Dublin to Moscow. Because of the risk of possible engine
shutdowns due to the ash cloud,
airlines cancelled nearly 80 per cent of their flights across
Europe. At the event’s peak, only
about 5000 out of a normal 22000 flights went ahead. According
to estimates by the International
Air Transport Association (IATA), airlines were losing €200

million ($290 million) a day.
Qantas had to cancel numerous flights into and out of Europe,
and more than 15000 of its
passengers were affected, costing Qantas about $1.5 million a
day. An estimated 60000
Australians were stranded either in or on their way to Europe,
and became increasingly frustrated
by the uncertain duration of the delay. Other airlines operating
out of Australian airports also
affected by the event in Europe were British Airways, Virgin
Atlantic, Singapore Airlines, Thai
Airways, Malaysia Airlines, Etihad Airways and Finnair.
As thousands of flights were cancelled across Europe, hundreds
of thousands of air travellers
could not reach their destinations. Melbourne-based cosmetics
entrepreneur Gillian Franklin was
trapped in Geneva, Switzerland, for nearly a week. While she
acknowledged that Geneva was a
beautiful place to be stranded in, she also said it was costing
her ‘a fortune’. Although she could
keep in contact with her office in Melbourne via email, she
missed important meetings in Italy
and in Melbourne. Also affected by the cancelled flights was
Marthin De Beer, vice president of
emerging technologies at Cisco Systems, who was due to fly to
Oslo to discuss the final aspects
of Cisco’s acquisition of Tandberg, a Norwegian
teleconferencing company. However, when his
flight was cancelled, he and Tandberg’s CEO, Fredrik
Halvorsen, used their merged companies’
equipment to hold a virtual press conference.
Other businesses, though, were not as lucky, especially those
with high-value, highly perishable

products such as berries, fresh fish and flowers, and medicines
and pharmaceuticals. African
farmers, European fresh-produce importers, and flower traders
from Kenya to the Netherlands
found their businesses threatened by the air traffic shutdown.
Even garment manufacturers in
Bangladesh and electronic component manufacturers in Europe
and Southeast Asia were
affected. For instance, BMW had to scale back its work hours,
and had even prepared for
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possibly shutting down production at its US assembly plant in
Georgia because it depended on
trans-Atlantic flights to bring transmissions and other
components from German factories.
It could be argued that some of the havoc that was created
during the period was caused by poor
planning and little attention to risk management. For example,
the International Organization for
Standardisation (ISO), which advocates the use of ISO 31000
risk management standards,
suggested that organisations with a strong culture of risk
management seemed to have been
better prepared. For example, United Parcel Service (UPS)
quickly redirected air freight bound
from Asia to Europe to Istanbul and then loaded it on to trucks
for delivery to its final
destination. According to ISO, UPS was one of the exceptions,
as most other organisations that
were affected just sat and wondered when the ash would blow

away and aircraft would resume
flying.
A volcanic event like the one that took place in Iceland does not
appear to have been a risk for
which the airlines and many other companies and governments
around the world had planned.
The eruption of Eyjafjallajökull and the blanketing of much of
Europe in an ash cloud is a great
example of how an event with a low probability of occurrence,
but severe consequences if it does
occur, tends to be overlooked by management when examining
potential risk to corporate
objectives. Considering the known impact on aviation of past
volcanic eruptions in Asia (for
example, in Indonesia and the Philippines), it is surprising that
airlines, global companies and
governments had made no plans to manage such a disruption-
related risk. In an increasingly
global economy with a high reliance on global business travel
and ‘just-in-time’ delivery of fresh
goods and components in many industries, the need to plan for
such events now seems quite
obvious.
Sources: K. Knight, ‘ISO31000 and the Icelandic volcano
crisis’, ISO News and Media, <www.iso.org>, 24
November 2010; D. Gross, ‘The days the earth stood still’,
Newsweek, 3 May 2010, pp. 46–8; D. Michaels, S.
Schaefer Muñoz and B. Orwall, ‘Airlines, in flight again, see
lesson in crisis’, The Wall Street Journal, 22 April
2010, p. A14; J. Thomson, ‘How I was stranded in Geneva by
the Icelandic volcano: Entrepreneur tells’,
SmartCompany, 21 April 2010; A. Heasley, ‘Qantas freeze on
flight departures’, The Age, 20 April 2010; ‘Volcano
delays parts to BMW factory’, USA Today, 20 April 2010, p.

5B; J.W. Miller, ‘Detours for perishable goods’, The
Wall Street Journal, 20 April 2010, p. A11; P. Stafford,
‘Entrepreneurs and exporters suffer as Icelandic volcano
forces more airlines to delay flights’, SmartCompany, 19 April
2010; and M. Brown and O.R. Valdimarsson,
‘Volcano eruptions may disrupt European air traffic for
months’, Bloomberg Online, 18 April 2010.
7
1. Could a company even plan for this type of situation? If yes,
how? If not, why not?
2. What types of plans could companies use in this type of
situation? Why do you think these
plans would be important?

3. What lessons about planning can managers learn from this
crisis?
4. What other low-probability but severe-consequence events
could there be? Is global warming
and climate change one event that many businesses have not
contemplated?
8
Group 3
CASE APPLICATION
Underwater chaos
It would be a claustrophobic’s worst nightmare – trapped in the
50-kilometre Eurotunnel beneath
the English Channel on the Eurostar train that travels between
Britain and the European
mainland. The first time it happened was when a series of
breakdowns in five London-bound
trains from Brussels, which began on 18 December 2009, left
more than 2000 passengers
stranded for up to 16 hours. Many of those passengers trapped
in the dark and overheated tunnel
endured serious distress. The acutely uncomfortable
temperatures led parents to remove their

children’s outer clothing. Some passengers suffered stress and
panic attacks. Others started
feeling ill due to the heat. Was this just an unfortunate incident
for the unlucky passengers who
happened to be on those trains, or did poor managerial decision
making about the operation of
both the train and the channel tunnel also play a role?
An independent review of the incident blamed Eurostar and the
operator of the tunnel for being
unprepared for severe winter weather. The report said that
Eurostar had failed to adequately
maintain and winterise its high-speed trains to protect sensitive
components from malfunctioning
due to excessive snow and moisture build-up. At the time of the
Eurostar train breakdowns,
severe winter weather had been wreaking havoc in Europe.
Airlines, car and truck drivers, and
other rail operators across Europe were also suffering from a
winter that was on course to be the
coldest in more than 30 years. Freezing weather and snow had
caused travel problems for days in
Northern Europe. In addition, the report criticised Eurotunnel
(the operator of the channel tunnel)
for having unsatisfactory communications systems in place
inside the tunnel, which could have
given its employees direct contact with train drivers and other
Eurostar staff. If a train breaks
down and passengers have to be rescued and evacuated, this
must be done with greater speed and
consideration. In an emergency, passengers need to have prompt
information and regular
updates. Although the severe weather conditions undoubtedly
played a role in this fiasco,
managers could have done a far better job of making decisions
in preparing for such scenarios.

The second disruption was in March 2012. Thousands of
travellers, including Sir Paul
McCartney and his family, were delayed by a faulty power
cable. One passenger said, ‘There
was absolute chaos at Gare du Nord and there was no
information about possible delays.
Eurostar staff were extremely unhelpful.’ However, another
passenger said that, despite the train
being at a standstill for nine hours and the lack of information,
the staff were helpful and
supportive. As London prepared to host the 2012 Summer
Olympics, car and coach traffic was
expected to increase, lending even more urgency to preventing a
repeat of the incidents.
Sources: ‘Eurotunnel boosts capacity’, Rail Business
Intelligence, 31 May 2012, p. 2; ‘Eurostar trains disrupted by
French power cable fault’, BBCNews Online, 6 March 2012; N.
Clark, ‘Eurostar criticized for winter breakdowns’,
The New York Times Online, 13 February 2010; B. Mellor and
S. Rothwell, ‘Eurostar cuts service amid cold snap’,
BusinessWeek, 11 January 2010, p. 10; D. Jolly, ‘Eurostar
service disrupted as train stalls in channel tunnel’, The
New York Times Online, 8 January 2010; and G. Corkindale,
‘Does your company’s reputation matter?’,
BusinessWeek Online, 29 December 2009.
9

1. What is your reaction to the events in the Eurotunnel? What
does it illustrate about decision
making?
2. How could the decision-making process have helped in both
the response to the crisis
situations and in preventing them from happening?
3. Could procedures, policies and rules play any role in future
crisis situations like these ones? If
so, how? If not, why not?
4. What could other organisations and managers learn from
these incidents?
10
Group 4
CASE APPLICATION
Self-governance at LRN
Self-governance. Sounds like a term you would read in a
political science textbook, but not a
management textbook. However, a self-governing organisation

is what Dov Seidman has created
in his own company, LRN (a consulting firm), and it is what he
advocates for other organisations
that want to prosper in the new realities of today’s environment
of interdependence. So, how
does it work at LRN?
LRN, which stands for Legal Research Network, is an
organisation that was created in 1992 in
New York by Dov Seidman. It was founded on Seidman’s idea
that information should be
democratised in order to help people around the world do the
right thing. Seidman set out to
build an organisation that could provide shared-cost legal
expertise for corporate legal
departments needing to navigate complex legal and regulatory
environments and at the same
time foster ethical cultures. Today, LRN consults with
companies on legal and regulatory
compliance, reputation and principled performance,
environmental sustainability, business
ethics, governance, leadership and culture change. It has
expanded its operations to more than
120 countries, with offices in the US, Europe and India. Some
of the company’s partners (as they
prefer to label their clients) include 3M, Dow, Johnson &
Johnson, Loews, Pfizer and Siemens.
Seidman has long argued that the most moral businesses were
also the most successful. Through
research and experience, he began to realise that the old system
of top-down command and
control in organisations was not working. A large-scale study (a
survey of almost 5000 managers
and executives in the US) gave Seidman interesting insights into
values by asking questions such

as: ‘When people go around their boss because they believe it is
the right thing to do, are they
punished or rewarded? Are people trusted to make decisions?’
and so forth. The results showed
three general categories of organisations: (1) ‘blind obedience’,
which typifies companies that
rely on coercion, formal authority, policing and command-and-
control leadership; (2) ‘informed
acquiescence’, which is characteristic of companies that have
clear-cut rules and policies, well-
established procedures, and performance-based rewards and
punishments; and (3) ‘self-
governance’, where there is a shared purpose and common
values guiding people at all levels of
the company, who are trusted to act on their own initiative and
to collaboratively innovate.
Siedman calls this a ‘theory of organisational evolution: from
blind obedience to informed
acquiescence to self-governance’. So, he decided to make his
organisation self-governing.
Seidman’s company originally had an organisational chart that
showed the formal arrangement
of jobs and who reported to whom. One day in 2009, in front of
his 300 colleagues at LRN,
Seidman ripped up the chart and announced that ‘none of us
would report to a boss anymore.
From that point on, we would all “report” to our company
mission’. Thus began LRN’s journey
to become a self-governing company. Seidman would be the
first to admit that it has not been an
easy process. Self-governance does not just mean making the
organisation flatter (that is,
eliminating reporting levels); nor is it about empowering, since
the concept of empowerment
reinforces the idea of ‘bestowing’ power from someone at a

higher level. It does mean power and
authority are used in a ‘highly collaborative way. Information is
shared openly and immediately.
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Employees make decisions and behave not in reaction to rules
or a supervisor’s directive, but in
accordance with a company mission built on shared values’.
Elected employee councils at LRN
handle things like recruiting, performance management and
conflict resolution. LNR values
character and integrity above all, and it hires people who share
the company’s core values, which
are integrity, humility, passion and truth.
Dov Seidman has received a lot of attention for his radical
approach to running and structuring
an organisation like LRN in a new and revolutionary way. For
example, LRN has established an
unlimited vacation policy, where partners can take as much
vacation as they like, as long as they
are open about doing so and it does not interfere with their
work. Another unconventional
approach is that LRN has eliminated traditional approval
processes for spending and based it on
trust. The company has also thrown out its traditional
performance management review process.
Instead, performance assessments are based on the individual
collecting information from 20 or
so colleagues, and then giving themselves their own annual
performance rating. LRN trusts

employees to weigh the feedback they collect into their own
ratings. The only ‘control’ is
transparency. Self-ratings of all 300 employees are published
internally. Even Dov Seidman’s
own performance evaluation, which is based on the assessment
that 67 of his colleagues
completed, is open to be accessed by anyone in the company.
‘While it felt unnerving as a leader
to have my performance appraisals published for all of my
colleagues to see, it also felt
necessary,’ Seidman says. ‘Our effort to become self-governing
has been enlightening,
frustrating, nerve-racking, authentic and urgent. It remains a
work in progress.’
Welcome to the fascinating world of organisational structure
and design in the 21st century! Did
you ever consider that a business might actually be structured
so that employees would not report
to a boss and instead would all work together collaboratively?
Dov Seidman and LRN were open
to trying new ways of doing what they are in business to do, and
the unusual structural
experiment seems to be working well. Although organisational
self-governance is still fairly rare
– a survey done by LRN shows that only 3 per cent of
employees observed high levels of self-
governing behaviour within their organisation – the trust, shared
values, and deep understanding
and commitment to a purpose-inspired mission can help self-
governed organisations gain
competitive advantage and achieve superior business
performance.
Sources: Information from LRN website, <www.lrn.com>, 13
November 2013; A. Kleiner, ‘The thought leader

interview: Dov Seidman’, Strategy+Business, Summer 2012, pp.
1–8; D. Seidman, ‘Letting the mission govern a
company’, The New York Times Online, 23 June 2012; D.
Seidman, ‘To inspire others, it’s how you do it that
counts’, CNN.com, 3 May 2012; E. De Vita, ‘How’, Third
Sector, 17 January 2012, p. 21; S. Pastoor, ‘The new
competitive advantage: Values’, Official Board Markets, 10
December 2011, p. 6; and E. Frauenheim and D.
Seidman, ‘Inspiration as worker incentive’, Workforce
Management, May 2010, p. 8.
12
1. What is your reaction to this concept of self-governing
organisations?
2. Could you see yourself working in such an organisation? You
may want to look up some of
the videos that are available on LRN’s website about its culture
and leadership.
3. How does the fact that employees at LRN are highly trained
professionals affect why a self-

governing structure would work in this organisation?
4. Seidman has said: ‘Our effort to become self-governing has
been enlightening, frustrating,
nerve-racking, authentic and urgent. It remains a work in
progress.’ Why do you think he says
this? What are the challenges in introducing a new
organisational structure and way of operating
like LRN has done?
13
Group 5
CASE APPLICATION
Change agent at Australia Post
Australia Post has a long and proud history in Australia, but it
is now facing some tough
challenges as the environment in which it operates is changing
dramatically. While Australia
Post has kept Australia connected for more than 200 years by
delivering mail and parcels, and
providing a national network that supports local communities
and organisations, it needs to
change and be innovative now that the internet and digital
communication technologies are
encroaching on its traditional postal services.

Postal services in Australia started when Isaac Nichols, an ex-
convict, was appointed the first
postmaster in 1809 to run a post office in Circular Quay,
Sydney, where the mail that had arrived
on the ships could be collected. Similar positions were also set
up in the other colonies to take
charge of incoming and outgoing mail. Gradually, a network of
mail deliveries on horseback and
coaches was established throughout the colonies, with an
overland service between Sydney and
Melbourne starting up in 1838.
The federation of the Australian colonies in 1901 resulted in the
Postmaster General Department
(PMG) being established and given control of post and
telegraph/telephone services across the
Commonwealth of Australia. In 1975 the PMG was split into
two separate federal-owned entities
– the Australian Postal Commission (APC, trading as Australia
Post) and the Australian
Telecommunications Commission (trading as Telecom
Australia, which was later renamed
Telstra in 1995 and privatised in stages but sold off fully in
2006).
When the APC was created, it retained the monopoly of its
predecessor – the carriage of letters
weighing up to and including 500 grams, which is referred to as
the ‘reserved service’. This
monopoly still exists to some degree today, although a couple of
reviews by the Australian
government in 1982 and 1994 resulted in some changes to the
‘reserved service’ provision.
Today, competitors such as DHL, TNT, and so on, are allowed
to carry and deliver parcels over
250 grams and letters if they are not competing price wise (that

is, charging at least four times
the standard rate). This has obviously exposed Australia Post to
more competition. Australia
Post’s mail volumes peaked in 2008 and have since fallen nearly
20 per cent – around 1 billion
fewer letters were sent in 2013 compared with 2008.
Australia Post’s board recognised that the company needed to
reposition itself or face extinction,
as its core mail business was simply dying. The board felt they
needed a new CEO who could
work as a change agent, and they went looking for a person who
had the skills and experience to
do the job. The person they selected for the position was Ahmed
Fahour, who was appointed
managing director and CEO at Australia Post in February 2010.
Born in Lebanon, Ahmed Fahour had migrated with his parents
to Australia in 1970, where he
completed an undergraduate degree at Latrobe University and an
MBA at Melbourne Business
School in the early 1990s while working for Boston Consulting
Group. In 2000, Fahour joined
Citigroup in New York as a senior executive, before moving up
to become chief executive of
14
Australian and New Zealand operations in February 2004. In
August 2004, just six months later,
he was recruited by National Australia Bank (NAB) and,
together with John Stewart, the then
CEO, he was put in charge of the underperforming Australian

operations, and made responsible
for building a new brand, culture and service position at NAB
after the bank had experienced
some problems. Although Fahour has widely been credited with
being crucial in turning around
the performance both of the bank and its wealth management
subsidiary MLC, he was
overlooked for the CEO position at NAB in 2008 when John
Stewart retired. The position was
instead passed on to Cameron Clyne.
For Ahmed Fahour, the job at Australia Post represented a new
challenge he was eager to take
up, as his comments in a press release at the time attest.
‘Australia Post, as it has done many
times over its two hundred year history, is in the process of
reinventing itself. I’m excited at the
prospect of directing this reinvention. We all recognise that the
world is changing faster than
ever before, especially the world of communications. Australia
Post is responding to these
changes. My primary role as CEO is to position the business to
profit from these challenges
through my leadership of a world class management team.’
The $5 billion company has Australia’s largest retail network,
with 35 000 employees, and
around 10 000 licensees, franchisees and contractors that
deliver 20 million items to 11 million
addresses across Australia every day. Fahour immediately
commenced a business renewal
program called ‘Future Ready’. The program involves the
implementation of a more customer-
focused business model that is designed to capitalise on
Australia Post’s reputation as a trusted
services provider, and it seems like it is starting to pay off.

Under Fahour’s direction, Australia
Post had two consecutive years of profit growth in 2011 and
2012, following steep profit
declines in the preceding two years, 2009 and 2010, as letter
volumes started to decline (see
Figure 7.9). What has now become a golden opportunity for
Australia Post is the increasing
parcel delivery business, the result of a surge in online
shopping, but it is also an area where the
organisation is competing more directly with other parcel
delivery companies since it is outside
the ‘reserved service’ delivery provision in its monopoly status.
For example, online sales were
valued at $11.1 billion in 2012, a rise of 15 per cent in that year
alone, and they are expected to
grow by about 10 per cent a year until 2019. In 2013, it was
estimated that Australia Post had
about 35 per cent of the domestic parcels market, and that the
volume for Australia Post had
increased 24 per cent from 2008 to 2012.
For Fahour it is clear that the trend of declining letter delivery
will mean Australia Post will need
to find new ways to change and innovate to take advantage of
new opportunities, particularly in
parcel delivery services. To do so, it has looked for ways to
boost its services in new areas. For
example, it has opened superstores across the country, where
customers can access online
shopping zones, 24/7 areas with self-service terminals and
dedicated travel zones. New products
have also been developed, such as insurance and finance
products, plus a digital mailbox app for
iPad, tablets and smartphones, which will be a one-stop shop for
email, banking, paying and
reviewing bills, retail purchases, and storing documents such as

your passport and birth
certificate, as well as transactions such as paying your tax.
Another new initiative was Australia
Post’s May 2013 launch of its first 24/7 Parcel Lockers as part
of the postal corporation’s
strategy ‘to build a sustainable communications business, both
physically and digitally’. These
15
electronic lockers aim to address the problem of people missing
parcel deliveries. Parcels are left
in a locker for 48 hours, and the recipient is sent a text message
or email with the location of
their parcel and an access code. The innovation was described
by BRW magazine as the ‘freshest
business idea’ for 2012. It is currently rolling out the electronic
lockers with the aim of having
them in 250 locations by 2015.
Australia Post has boosted its parcel delivery capabilities with
the November 2012 acquisition of
the remaining 50 per cent stake in the courier StarTrack
Express, which was previously jointly
owned by Australia Post and Qantas. It has also set up a joint
venture, Sai Cheng Logistics
International, to provide supply chain management and logistics
services between China,
Australia and the rest of the world, as well as the subsidiary
Post Logistics Hong Kong to
provide a freight forwarding service. And then there is the
SecurePay gateway to facilitate online
payments and other e-commerce solutions for businesses and

individuals.
Australia Post has hired outside staff for key executive
positions, such as Microsoft Asia-Pacific
president Tracey Fellows to improve its technology expertise
and Richard Umbers, who was
general manager of customer engagement at Woolworths, to run
the parcel operations.
Additionally, Fahour has brought in some former NAB
executives, such as the new chief
operating officer Ewen Stafford and Chris Blake to head
corporate affairs.
As Australia Post sets out to deliver its important social and
economic dividends for Australia, it
will need to balance its commercial objectives with its
community service obligations. Australia
Post also has an aim to reduce its greenhouse emissions by 25
per cent by 2020, based on its year
2000 emission levels. In 2011/12, it reduced its carbon
emissions by a further 5 per cent. And
there will no doubt be many other challenges ahead that will
have to be met. For instance, an
ongoing issue is whether the Australian government will follow
the same path as with Telstra
and privatise Australia Post, or part of it, sometime in the
future. The issue arose in late 2013
when the government considered ways to bring the national
budget deficit under control.
Privatisation would require splitting up the current
organisational structure, privatising the parcel
section and keeping the letter delivery section under
government ownership. The British
government has been doing something similar with its recent
privatisation of Royal Mail, for an
estimated price of around £3.3 billion (approximately A$5.6

billion), so it is a path that other
countries are already pursuing. There was even an idea floated
around at the end of 2013 that
Australia Post could be a candidate to take over the front office
operations of Centrelink and
Medicare. With its nearly 4500 retail outlets nationwide,
including more than 2500 in rural and
regional areas, this could certainly be a possibility in the future.
The change process at Australia Post has also attracted some
criticism. By 2013, around 2000
jobs had disappeared and more are likely to disappear in the
future. There have been some
dragged-out negotiations with the Communications Workers
Union about a new enterprise
bargaining agreement. Postal workers are complaining that they
have suffered real wage cuts in
recent years, including having their normal $500 Christmas
bonus replaced by a $100 voucher to
be spent at Australia Post stores and $60 worth of stamps; by
contrast, Ahmed Fahour remains
one of Australia’s highest-paid public servants, with salary and
benefits totalling $4.75 million in
2012. There has also been criticism from customers that the cost
of parcel delivery has gone up,
as Australia Post has expanded its services to include extra
charges for tracking and signature on
delivery. Fahour has also been criticised for his single-
mindedness in changing Australia Post –
16
being called ‘ruthless’ by some, ‘highly energetic’ by others.

But one thing is for sure: everyone
has an opinion about the charismatic leader, including himself.
‘There is no right or wrong style,
but there will always be people who get their nose out of joint.
If you want to change anything
there are always winners and losers: do you want to judge the
outcome by the majority or do you
want to judge it by the tails?’
Sources: Information from Australia Post’s website,
<www.auspost.com.au>, 7 November 2013; J. Heath,
‘Australia Post may do Centrelink’s job’, The Australian
Financial Review Online, 28 October 2013; P. Kai,
‘Australia Post “at turning point” for letter or worse’, The
Saturday Age, 19 October 2013, p. B3; AAP, ‘Stamp
prices to rise amid losses for Australia Post’, The Sydney
Morning Herald Online, 19 October 2013; D. Crowe,
‘National icon sales may help fix budget’, The Australian
Online, 28 September 2013; P. Durkin, ‘Ahmed Fahour:
Agent for change’, Financial Review Boss Magazine, June
2013, pp. 22–9; and A. Coyne, ‘Inside Australia Post’s
IT transformation’, ITnews Online, <itnews.com.au>, 27 May
2013.
1. Does Australia Post face more of a calm waters or white-
water rapids environment? Explain.
2. What external and internal forces are impacting on Australia
Post?

3. How would you evaluate Australia Post’s change strategy –
what is being changed when it
comes to structure, technology and people?
4. Would you expect some resistance to change to occur when it
comes to the introduction of
these changes and the changes to the company’s culture? Could
stress also be an issue at
Australia Post?
17
Group 6
CASE APPLICATION
Team breakdown at Swimming Australia
Australia’s national swimming team has for many years enjoyed
incredible success at Olympic
Games and other international swimming events. But something
seemed to go wrong at the 2012
London Games, with Australia winning only one gold medal in
the pool, putting it far down in
the rankings alongside ‘minor swimming countries’ such as
Tunisia and Lithuania. This was a
far cry from the swimming team’s performance just 12 years
earlier at the Sydney 2000 Olympic
Games. The Australian Olympic Committee ordered an

investigation to be carried out after
various comments from some of the participants had leaked out
to the press.
The Bluestone Review: A Review of Culture and Leadership in
Australian Olympic Swimming,
commissioned by Swimming Australia, was released in January
2013. It revealed some shocking
behaviours within the Australian swimming team; behaviours
that were far removed from the
wholesome team ethos that had been the hallmark of the
Australian swimming team for decades,
where team members supported each other despite the
importance of individual performances.
The report revealed that inflated egos and unchecked
inappropriate behaviour by ‘stars’ had
resulted in a culture of drug abuse, bullying and bad behaviour
among team members both before
and during the Games. It also resulted in Swimming Australia
losing its major sponsor, Energy
Australia, one year into a five-year-deal. The withdrawal cost
Swimming Australia up to $6.5
million.
So, what had gone wrong? The Bluestone Review revealed that
things had really started to go
wrong as early as 2009, partly due to the loss of superstars such
as Ian Thorpe and Grant Hackett
who had been important role models, providing inspiration and
guidance for the whole team
through their leadership positions as well-regarded and ‘senior’
mentors on the Australian team.
Instead, poor discipline, low morale and inadequate leadership
within the team had started to
build a ‘toxic’ culture where transgressions by certain members
of the team were often

overlooked by management, resulting in a fracturing of the
team’s unity. Over time, this situation
had gradually created a general unrest within the team, which
contributed to an erosion of the
team ethos.
While there was, as the report suggested, ‘no single headline
problem and no single bad apple in
London’, a combination of events and actions over time had
resulted in the team’s poor
performance at the 2012 Olympic Games. For example, the
report revealed that a few of the
swimming stars had received too much attention, which had
made many of the other swimmers
on the Australian swimming team feel undervalued. This was
particularly the case with the
highly rated men’s 4 × 100 m freestyle relay team, which had
attained a special status within the
group and seemed to be able to get away with what normally
would be regarded as unacceptable
behaviours. For example, when the six members came up with a
‘drunken’ bonding ritual that
involved taking some banned Stilnox (sleeping medication)
tablets and then making obnoxious
prank phone calls and knocking loudly on the doors of other
team members and coaches late at
night at a team event one week before the Olympics, the
transgression was overlooked and no
disciplinary actions were taken at that time. However, the
incident created ill feeling within the
18

rest of the group, so when the men’s 4 × 100 m relay team
failed to win a medal (finishing
fourth) despite their heavy favouritism, some of the other
swimmers admitted they felt some
satisfaction at their colleagues’ misfortune.
Lack of organised team get-togethers also resulted in the
Australian swimmers not transforming
into a team, which produced low team cohesiveness and the
emergence of subgroups. Twenty-
four of the 47-strong Australian swimming squad were first-
time Olympians who had not been
inducted sufficiently. In addition, the media environment,
particularly with the growth in social
media, played an important role in exposing some of the
swimmers’ opinions, self-interest,
relationships, egos and vanity in a new way and put the athletes
under additional scrutiny.
Engaging in the social media frenzy also meant that some
already disconnected swimmers
sought support from sources external to the team, which again
diminished the former reliance of
swim team members on their colleagues for support during the
Olympics. Quite simply,
swimmers were focusing too much on themselves individually,
instead of supporting each other.
Much of the focus was on the ‘the big boys and girls’ of the
team, not the whole team. This
meant that some of the swimmers described the 2012 Olympic
Games as the ‘Lonely Olympics’,
saying they felt deserted by their fellow swimmers who had not
followed the long-standing
tradition of being in the stands cheering on their fellow team
mates during the various events.
Instead, many had gone out socialising when they had finished
competing in their own event,

leaving their team mates, who were still in the competition,
feeling unsupported. As a result, an
undertone of divisions – now and then, us and them, men and
women, the best and the rest –
became evident.
The coaches also came under heavy criticism by The Bluestone
Review, which suggested that
standards, discipline and accountabilities for the swim team
members at the London Olympics
were too loose. Instead of stepping in, the coaches had left the
situation to get out of hand when a
strong collective leadership response had been warranted from
their side.
Sources: S. Paxinos, ‘Team culture needs overhaul: Reports’,
The Age, 20 February 2013, p. 28; R. Hinds, ‘A once-
great sport sinks to new low’, The Age, 20 February 2013, pp.
28–9; Swimming Australia, The Bluestone Review:
A Review of Culture and Leadership in Australian Olympic
Swimming, 30 January 2013; and N. Jeffery, ‘Not part
of the team: Swimming’s troubled culture exposed’, The
Australian Online, 12 September 2012.

19
1. How could concepts such as stages of group development,
group structure (roles, norms,
conformity, status, group size, group cohesiveness) and group
processes (group decision making
and conflict) be used to improve the management of the
Australian swimming team?
2. Why do you think a team ethos would be important even in a
largely individual sport such as
swimming?
3. What role did the lack of leadership from ‘senior swimmers’,
coaches and the head-coach play
in the downfall of the Australian swimming team?
4. Here is your chance to be creative! Think of a team-building
exercise that would help
Swimming Australia achieve one of the characteristics of an
effective team (see Figure 9.5, page
251). Describe the characteristic you chose, and then describe
the exercise you would use to help
a team develop or enhance that characteristic.
20

Group 7
CASE APPLICATION
Delivery disaster at Domino’s Pizza
When two Domino’s Pizza employees filmed a gross prank in
the kitchen of the restaurant in
Conover, North Carolina, in the US, the company suddenly had
a major public relations crisis on
its hands. The video ended up posted on YouTube and other
sites and showed a Domino’s
employee preparing ‘sandwiches for delivery while putting
cheese up his nose, nasal mucus on
the sandwiches, and violating other health-code standards’, with
another employee providing
narration. By the next day, over a million disgusted people had
viewed the video and discussion
about Domino’s had spread throughout Twitter and Google.
As Domino’s quickly realised, social media has the power to
take tiny incidents and turn them
into marketing crises. A company spokesperson said, ‘We got
blindsided by two idiots with a
video camera and an awful idea.’ When the company first
learned about the video, executives
decided not to respond aggressively, hoping the controversy
would quieten down. What they
missed, though, was the ‘perpetual mushroom effect of viral
sensations’. The chief marketing
officer of a social media marketing firm said, ‘If you think it’s
not going to spread, that’s when it
gets bigger.’ And as Domino’s discovered, it did. In just a
matter of days, Domino’s reputation
was damaged. Customers’ perception of its quality went from
positive to negative. One brand

expert said, ‘It’s graphic enough in the video, and it’s created
enough of a stir, that it gives
people a little pause.’
So, what happened to the two employees? Although they told
Domino’s executives they never
actually delivered the tainted food, they were fired and charged
with a felony. And Domino’s
posted its own video featuring its top manager addressing the
incident on YouTube not long after
it occurred.
Sources: B. Levisohn and E. Gibson, ‘An unwelcome delivery’,
BusinessWeek, 4 May 2009, p. 15; S. Clifford,
‘Video prank at Domino’s taints brand’, The New York Times
Online, 16 April 2009; B. Horovitz, ‘Domino’s
nightmare holds lessons for marketers’, USA Today, 16 April
2009, p. 3B; and E. Bryson York, ‘Employee
misconduct and internet video create PR disaster for Domino’s
Pizza’, Workforce Management Online, 15 April
2009.
21

1. Beyond its being vulgar and disgusting, what do you think of
this situation from the
perspective of managing communications?
2. Why do you think Domino’s executives took a wait-and-see
attitude? Why was this a
problem?
3. How could this type of communication problem be prevented
at other Domino’s Pizza
restaurants?
4. Do incidents like this and the possibility of them happening
anywhere, anytime, mean that all
forms of social media should be banned from workplaces? What
are the implications for policies
regarding communication technology?
Unit 2 Examination
82
GED 216 Sociology
Multiple Choice Questions (Enter your answers on the enclosed
answer sheet)

Carol Gilligan’s work on the issue of self-esteem in girls
showed that 1.
girls begin with low self-esteem, but it gradually increases as
they progress through a.
adolescence.
at all ages, girls have higher self-esteem than boys.b.
at all ages, boys have higher self-esteem than girls.c.
girls begin with high levels of self-esteem, which gradually
decrease as they go through d.
adolescence.
George Herbert Mead considered the self to be 2.
the part of an individual’s personality that is composed of self-
awareness and self-image.a.
the presence of culture within the individual.b.
basic drives that are self-centered.c.
present in infants at the time of their birth. d.
Mead placed the origin of the self on 3.
biological drives. a.
genetics.b.
social experience.c.
the functioning of the brain. d.
According to Mead, social experience involves 4.
understanding the world in terms of our senses.a.
the exchange of symbols.b.
a mix of biological instinct and learning.c.
acting but not thinking. d.

By “taking the role of the other,” Mead had in mind 5.
imagining a situation in terms of past experience.a.
recognizing that people have different views of most
situations.b.
imagining a situation from another person’s point of view. c.
trading self-centeredness for a focus on helping other people. d.
When Cooley used the concept of the “looking-glass self,” he
claimed that 6.
people are self-centered.a.
people see themselves as they think others see them.b.
people see things only from their own point of view.c.
our actions are a reflection of our values.d.
Unit 2 Examination
83
GED 216 Sociology
According to Mead, children learn to take the role of the other
as they model themselves on 7.
important people in their lives, such as parents. Mead referred
to these people as
role models.a.
looking-glass models.b.
significant others.c.
the generalized other. d.

In Mead’s model, which sequence correctly orders stages of the
developing self? 8.
imitation, play, game, generalized othera.
imitation, generalized other, play, gameb.
imitation, game, play, generalized otherc.
imitation, generalized other, game, play d.
Mead used the concept “generalized other” to refer to 9.
important individuals in the child’s life.a.
a person who provides complete care for a child.b.
any “significant other.”c.
widespread cultural norms and values people take as their own.
d.
Mead would agree that 10.
socialization ends with the development of self in childhood.a.
if you won $100 million in a lottery, your self might change.b.
people are puppets with little control over their lives.c.
human behavior reflects both nature and nurture. d.
Erik H. Erikson’s view of socialization states that 11.
personality develops over the entire life course.a.
personality involves tensions between the forces of biology and
forces of culture.b.
we come to see ourselves as we think others see us.c.
most of our personality development takes place in childhood.
d.

Critics of Erikson’s theory of personality development point out
that 12.
not everyone confronts the stages in the exact order given by
Erikson.a.
his theories are difficult to test scientifically. b.
a large percentage of people never reach the last stage of
development.c.
his research suffers from a gender bias.d.
Unit 2 Examination
84
GED 216 Sociology
Family is important to the socialization process because 13.
family members are often what Mead called “generalized
others.”a.
families pass along social identity to children in terms of class,
ethnicity, and religion.b.
families begin the process of anticipatory socialization.c.
families set the stage for resocialization. d.
Shawna is an excellent artist, but as a mother, she feels that she
cannot work and devote 14.
enough time to her family. She is experiencing
role conflict. a.
role strain.b.

role ambiguity.c.
role exit. d.
Which concept refers to the tension among roles connected to a
single status? 15.
role conflicta.
role strainb.
role ambiguityc.
role exit d.
Which concept is involved when a surgeon chooses not to
operate on her own son because the 16.
personal involvement of motherhood could impair her
professional objectivity as a physician?
role conflicta.
role strainb.
role ambiguityc.
role exit d.
Which concept is involved when a plant supervisor wants to be
a good friend and confidant to 17.
the workers, but must remain distant in order to rate the
workers’ performances?
role conflicta.
role strainb.
role ambiguityc.
role exit d.

Unit 2 Examination
85
GED 216 Sociology
What is the term for the process by which people disengage
from important social roles? 18.
role rejectiona.
role reversalb.
role lossc.
role exit d.
Rebuilding relationships with people who knew you in an
earlier period of life is a common 19.
experience for those who are undergoing
role conflict. a.
role strain.b.
role ambiguity.c.
role exit. d.
Which concept is used to designate the process by which people
creatively shape reality as 20.
they interact?
status interactiona.
social construction of realityb.
interactive realityc.
role reality d.

Flirting is a playful way of seeing if someone is interested in
you without risking outright 21.
rejection. From this point of view, flirting illustrates
the Thomas theorem.a.
the process of role exit.b.
the social construction of reality.c.
street smarts. d.
The Thomas theorem states that 22.
a role is as a role does.a.
people rise to their level of incompetence.b.
situations defined as real are real in their consequences.c.
people know the world only through their language. d.
Garfinkel’s research, an approach called ethnomethodology,
involves 23.
studying the way people make sense of their everyday
surroundings.a.
tracking people’s roles over the life course.b.
the study of interaction in terms of theatrical performance.c.
studying unfamiliar cultural systems.d.
Unit 2 Examination
86
GED 216 Sociology
An example of a secondary group is 24.

a fraternity chapter meeting on campus.a.
a Microsoft Corporation awards banquet.b.
parents meeting with their daughter and her coach.c.
girl scouts at a cookout. d.
In general, we see a(n) _______ as a means to an end; we see
a(n) _____ as an end in itself. 25.
expressive group; instrumental groupa.
crowd; categoryb.
secondary group; primary groupc.
primary group; secondary groupd.
Unit 2 Examination
87
GED 216 Sociology
Writing Assignment for Unit Two
• Responses must be typed double-spaced, using a standard font
(i.e. Times New Roman) and 12
point type size.
Word count is NOT one of the criteria that is used in assigning
points to writing assignments. However,
students who are successful in earning the maximum number of
points tend to submit writing assignments
that fall in the following ranges:
Undergraduate courses: 350 - 500 words or 1 - 2 pages.

Graduate courses: 500 - 750 words or 2 - 3 pages.
Doctoral courses: 750 - 1000 words or 4 - 5 pages.
Plagiarism
All work must be free of any form of plagiarism. Put written
answers into your own words. Do not simply cut
and paste your answers from the Internet and do not copy your
answers from the textbook. Be sure to refer to
the course syllabus for more details on plagiarism and proper
citation styles.
Please answer ONE of the following:
• Include your name, student number, course number, course
title and unit number with your
writing assignment.
• Begin each writing assignment by identifying the question
number you are answering followed by
the actual question itself (in bold type).
• Use a standard essay format for responses to all questions
(i.e., an introduction, middle
paragraphs and conclusion).
Summarize Freud’s theory of human personality, Piaget’s
approach to human development, and 1.
Mead’s view of the development of the self. What do all the
theories have in common? What
are the main differences among them?
Explain the difference between an ascribed status and an
achieved status. Give examples of 2.
statuses that are mostly ascribed and those that are mostly

achieved.
Apply the three theoretical approaches to the topic of sexuality.
What are important insights 3.
provided by the structural-functional, symbolic-interaction, and
social-conflict approaches?
Welcome to the Agave Hotels and Resorts. We are delighted
you have joined us at our Las Vegas
property and are part of our family of hospitality properties. As
I shared in our interview, we are
hiring because of your expertise with preventive maintenance
(PM) programs. As I explained, we feel
our maintenance costs are inordinately high and a recent audit
suggested a major factor in those
costs was the absence of a preventive maintenance program. In
4 weeks I am presenting our Board
of Directors with a proposed PM plan. In 3 weeks (Thursday,
October 8) you will provide me with that
proposal and it will include:
1. What is a preventive maintenance program?
a. Explain how the PM plan can change the way we do
maintenance?
b. What are the key advantages of a PM system and how will it
impact our bottom line?
2. What is require of us to implement a PM program? In other
words, what do we need to do as a

hotel to get our PM program started?
a. Where do you recommend we start? What is the most
efficient, effective, and visible way to
begin a PM program? Explain your reasoning.
Please ensure that each question is fully answered and that you
provide clarity when you move from
one item to the next. Remember to keep your responses to 3
pages single spaced.
I look forward to your response.
thank you,
Dan McLean
To: HMD 395 Student (your name here), Chief Engineer
From: Daniel D. McLean, Chief Operating Officer
Date: September, 2015
Memorandum
Agave Hotels & Resorts
2734 Desert Fauna Drive
Las Vegas, NV 89100
HMD 395 - Writing Assignment - Memorandum
The$Assignment:"The"assignment"is"to"respond"to"the"include
d"memorandum.""
Position$&$Property:""In"this"assignment"you"are"serving"as"t

he"Chief"Engineer"for"a"major"property"includ=
ing"800"rooms"in"an"10"story"hotel,"a"medium"size"conferenc
e"center,"a"snack"bar,"full=service"restaurant,"
and"bar,"swimming"pool,"18=hole"golf"course,"and"other"ame
nities.""
Purpose:"The"purpose"of"this"assignment"is"to"provide"you"wi
th"an"opportunity"to"write"a"business"memo=
randum"in"response"to"a"speciFic"request."It"requires"you"to"
get"into"the"literature"of"sustainability"using"
trade"publications"available"in"the"UNLV"Library."Secondly"i
t"gives"you"an"opportunity"to"write"a"memoran=
dum"in"business"format."
Due Date: Thursday, October 9, 2015 at 11:59 pm
Expectations:"
• Organization""
•
Present"it"as"a"memorandum"to"me"from,you,/,the"Chief"Engi
neer."
•
The"memorandum"requires"a"clear,"concise"writing"style"with
"good"grammar,"punctuation,"and"spelling."
•
For,grading,purposes,responding,clearly,and,concisely,to,the,5,
questions,are,the,most,important,
components,of,the,paper.,The,responses,,recommendations,and,j
usti>ication,are,key,to,a,good,
grade.,Your,grade,is,grounded,in,a,well,response,which,must,,of
,necessity,,be,tightly,written.,
Tightly,written,suggests,,good,business,writing,,no,use,of,slang,
,no,run/on,sentences,,good,spell/

ing,,focus,on,the,question,and,clear,and,concise,approach."
•
A"poorly"written"paper"(grammar,"spelling,"colloquialisms,"no
n=professional"approach)"will"receive"a"
poor"grade"
•
Be"sure"that"you"meet"the"speciFications"from"your"CEO"in"t
he"memorandum"
•
I"strongly"encourage"everyone,"and"especially"those"of"you"w
hose"native"language"is"not"English"to"con=
tact"early"the"UNLV"Writing"Center"(http://writingcenter.unlv
.edu/)."They"have"been"a"tremendous"help"
to"students"in"the"past."
• Structure,of,the,Paper,
• The"report"will"not"exceed"3"pages"in"length."
• Reports"are"single,spaced."Margins"will"be".65”"all"around"
•
I"suggest"you"provide"2"to"2.5"pages"responding"to"the"5"que
stions"
Submitting$the$Paper$
•
Papers"will"be"submitted"through"TurnItIn"in"WebCampus"in"
the"Assignments"folder."Submission"may"be=
gin"10"days"before"the"assignment"is"due."
•
The"paper"will"be"checked"for"originality"(plagiarism)"and"gr
ammar"

•
You,may,submit,the,paper,more,then,one,time,without,penalty,(
4,times,total),
•
Submitting,the,paper,early,allows,you,to,check,and,re>ine,your,
grammar
McLean, HMD 395 09/18/15
Work with your librarian: Ms. Lateka Grays
Office Hours in BEH: Thursdays:
9 am - noon - BEH 342B
3 pm - 5 pm - BEH 455
http://writingcenter.unlv.edu/
HMD 395 Facilities Management Memorandum - Grading
Rubric 2
Possible Points: 100
Criteria Below Expectations Met Expectation Exceeded
Expectations Weighted Percent of Grade
Format & Writing Style:
Clear, concise, good
grammar, spelling
The memorandum was not well
written. There were many
grammatical and/or spelling
errors. It appeared as if proofing
and final editing was ignored. It
felt as if the memorandum was
put together at the last

moment.
The memorandum was nicely
written, yet it was apparent
editing and final proofing had
not occurred. Spelling errors
may have been present along
with grammatical errors.
Structure seemed bulky or
confused.
The memorandum was well written,
free of grammatical and spelling
errors, had been edited, concise
and effective writing style,
formatted in a way that the reader
was not confused by its structure
and was easy to read.
Introduction & Content-
Creativity:
Effectiveness of delivery.
Content consistent with
expectations.
The introduction, organization
and content was almost non-
existent, or if it was present, it
was below a professional
standard. Student restate the
bulk of the original
memorandum using valuable
space for their own
presentation.
Introduction had good

organization, but there were
gaps that were confusing to the
reader. The memorandum could
have been more effectively
organized and presented. The
student stated portions of the
original memo that did not
support the assignment.
Introduction was well organized
and packaged. Student took
advantage of creativity to present
the memorandum in an effective,
readable, and concise manner. The
student did not restate the memo
from the instructor.
Responses Adequately
Researched &
Answered:
Questions were
researched and provided
support information to
memo.
The responses were incomplete.
Some information was either
not present or organized in such
a way that it was hard to find.
The responses did not flow well.
Little or no research was present
in the responses.
Responses were mostly
complete, a bit wordy in places,
sections may or may not have

been easy to identify and the
author did not take advantage
of organizing information for
better flow. Minimal research
was accomplished or included.
Responses addressed questions in
complete, concise way. Content
was easy to identify. This section
stayed on target presenting the
alternatives effectively. Obvious
that research was completed and
documented in the responses.
Recommendations:
Recommendations were
well thought out and
applied to topic.
Recommendations, while
present either did not relate to
the memorandum or were
confusing. Recommendations
were not used in justifying
conclusions.
Recommendations were
generally good, but not wholly
on target. They did not build on
the alternatives and/or failed to
provide a clear rational for
implementation.
Recommendations were consistent
with the memorandum’s purpose
and built on the alternatives

providing a clear rational for
implementation.
created 09/18/15
10%
15%
35%
40%
Magic Hotels & Resorts
2734 Seaside Drive
Tampa, Florida 04253
To: Daniel D. McLean, Chief Operating Officer
From: Vanessa Bek, Chief Engineer
Subject:
Date: 03/07/14
In response to your request, I have gathered some sustainability
news, options and
suggestions for our hotel. Many hotels have started to go
“green” internationally; and this
whole idea of going green has begun to strike in interest
amongst consumers and they are
starting to grow an interest in the idea of sustainability. I think
that this approach will help
both our hotel’s image and financial aspects. After much

research, I have realized that there is
a broad range of where a hotel can start to become green.
However, since we are just starting
to switch over and focus on sustainability, I have decided to list
just the general ideas that
will help us to get started while showing the highest return on
investment and greatest
sustainability impact.
To start off, the most basic approach to sustainability would be
to reduce the amount of
wastes. Whether that waste is energy, water, or actual products.
Energy conservation can help
us save money, and we can focus on the hotel light systems by
switching to automatic
lighting systems or to energy-efficient light bulbs. Lighting can
play a huge role in the guest
experience, so the type of lighting should be further discussed
with the Board of Directors
during the board meeting. Water conservation is another
aspect that can help trim our hotel’s
utility bills. We can better promote the idea of guests’
reusing their towels and linens during
their stay, instead of receiving new ones daily. This can help
reduce the amount of water use
going in for laundry, and we can replace the faucets and
showerheads for low-flow ones. To
reduce product waste, we should implement a system to re-use
some of the hotel’s bath
amenities, but these waste reduction methods can be slowly
discussed once we make the
major switch within our hotel through energy and waster
reduction.
The international hotel company, Hilton Worldwide, purchased
450 million kilowatt hours of

green power. This amount is supposedly the equivalent of
avoiding an estimated 80 million
tons of carbon dioxide. Hilton also invested in more efficient
appliances and operating
equipment, and focused on their lighting fixtures and bulbs in
order to reduce their energy
usage and costs.1 In order to conserve water, they installed
water restrictors and displacement
devices.2 Las Vegas-based hotel, MGM Grand, is another
property that is well known for its
sustainability practices in the hotel. There, they have indeed
managed to replace their
compact fluorescent light bulbs with incandescent light bulbs in
the guestrooms, install
lighting motion sensors in the office areas, and optimize their
HVAC chillers and pumps.3
InterContinental Hotels Group has even started their IHG Green
Engage program to promote
1
http://cr.hiltonworldwide.com/sustainably/sustainability_energy
.html
2
http://cr.hiltonworldwide.com/sustainably/sustainability_water.
html
3 https://www.mgmgrand.com/sustainability/
Dan McLean UNLV
Dan McLean UNLV
Good Paper
sustainability in their properties. IHG suggests keeping man-

made changes to the natural
water cycle to a minimum and improve lighting designs to
save.4
The top two sustainability approaches that I would recommend
for our hotel to switch our
lighting systems to promote energy conservation, and to
practice saving water wastes within
the property. First, regarding energy conservation within the
hotel, I suggest switching any of
our fluorescent lights with energy-efficient LED light bulbs to
reduce energy costs. Dimming
the lights in unused hallways throughout the property and even
adding automatic lighting
systems in some areas can help our hotel to conserve energy.
Taking the example of MGM
Grand and installing lighting motion sensors for places like the
office is a great idea. I also
suggest switching to key card systems in each of the
hotel rooms for activating the room’s
lights and air conditioning system. This is a system that can
help save our energy costs for
each room, because energy in that room can only be used when
the guest is actually present.
The availability of the guest will be confirmed by inserting their
hotel room key into the
system to activate the energy usage. “According to Sylvie
Laitre of Mexico Boutique Hotels,
there’s an obvious reason besides environmentalism to
switch the key card system: electric
bills are cut by as much as 40% in hotels where key
cards are used.” (Schwietert, 2009)5
According to this statement, it seems like this energy-saving
method was indeed efficient and
effective for this hotel, so I am hoping that it will be the same
for ours. This can be a great

long-term investment for us because we will continue to see
savings build up throughout the
years.
Secondly, regarding the water conservation practices, I suggest
that we should change all
faucets and showerheads throughout the hotel property.
Switching them to low-flow faucets
will help reduce the amount of water waste during each use.
Although we cannot stop people
from wasting water, we can implement changes of our own to
help cut down the amount of
waste. As well as changing the faucets to low-flow ones, we
should think about changing the
standard sinks to sinks with automatic hand-motion sensors.
Also, a gray-water recycling
program can also be effective for our sustainability measures.
With the water consumed from
each room, we can recycle that and recuperate it for cleaning.
These methods can be very
advantageous for us and help us to stop unnecessary water
waste.
Hopefully, some if not all of these ideas will appeal to the
Board of Directors for the new
change in our hotel. These changes may seem like a lot of
energy and hours will go in, but it
will turn out to be a great investment with the savings that will
provide for us. Energy and
water usage can add up to hefty bills, but we can avoid all this
and extra labor in the future by
turning to more sustainable methods in our hotel. Making
several changes within the hotel
property regarding light fixtures and water faucets can make big
changes for us in the long-
term is a hotel company.

Sincerely,
Vanessa Bek
4 http://www.ihgplc.com/index.asp?pageid=742
5 http://matadornetwork.com/change/10-steps-hotels-can-take-
to-go-greener/
Dan McLean UNLV

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