”
Read the case study below and carry out the task that is explained at the end of the
case. The deadline for submission is
Monday 9th July 2012 at 1159 pm via Turnitin. No hard copy need be submitted.

Busy Day for Mr.
Smith
Characters:

Mr Smith the Hospital General Manager.
Mr Smith has been General Manager of the
Petersdale General Hospital for six years. It is an acute hospital of 200 beds,
serving a population of around 50,000 scattered across a wide rural area in a
number of villages and small market towns.
Most people like Mr Smith but his own staff, who
see him at close quarters, find him exasperating as a boss although they like
him as a kindly man. He is 44, likes his job, usually starts work at 9.20 am,
only takes a short lunch break and goes home at about 6.30 pm. He has a family
of three children, likes photography and goes to church on Sunday, but has
little time to join local organisations. He supports the activities of the
Institute of` Health Services Management (IHSM) and likes to keep up to date
with hospital developments.
Two months ago he went on a four-week management
course in London, during which time he tried to keep in touch with the hospital
by popping into the office when he was home at weekends.

Other characters in order of appearance:

Mr Bond – Director of Operations & Deputy General
Manager.
Aged 26. Joined the hospital service six years
ago. He has passed the IHSM exams. Took his presentjob as a sideways move to
gain experience of unit hospital management. He has been in the post five
months. Energetic. Enjoys the opportunity to take the initiative. Previous boss
thought he was almost ready to be a hospital general manager of a small
hospital, but he himself decided to work as a deputy for about eighteen months.

Mrs Brown – Catering Manager.
Very pleasant. Likes Mr Smith and tries to keep
in with him.

Mr George – Director of Human Resources.

Mr Peters- Head Porter.
Capable. Has been at Petersdale for twelve years.
Knows a good porter when he sees one. Worthy of a better job but is happy
enough as he has an ex-services pension to supplement his income.

Miss French – Director of Nursing.
Has been at the hospital for fourteen years. Gets
on well with Mr Smith.

Richard Graham Radiographer.
Plays tennis with Mr Bond.

Miss Ford – Mr Smiths secretary.
Competent and experienced. Worked in commerce
before coming to Petersdale two years ago. Capable of using initiative and
wishes Mr Smith would give her more scope.

Mrs Smith – Wife of` Mr Smith.
A quiet person. She often worries that her
husbands health will suffer through overwork.

Sequence of events at Petersdale Hospital on
Tuesday 14 May:

Incident No 1 – 9.30 am
Mr Bond is in his office. Enter Mrs Brown, the
Catering Manager.
Morning, Mr Bond. Is Mr Smith in?
Fraid not. Hes at a meeting. Should be here
after lunch.
Oh well. Can you ask him to ring me? Its rather
urgent.
Certain1y, or is it something I can help you
with?
Well, Im sure you could, but there were a
couple of other things I wanted to mention to Mr Smith. Thanks all the same.

Incident No 2 – 10.30 am
(Phone rings. Director of Human Resources, Mr
George on the line.)
Morning Mr Bond. Sorry to bother you but you
know the request you made for an additional porter? Youre OK. Ask Mr Smith to
let me have the job description if you want it advertised.
Good. Actually, I didnt know anything about it,
but Ill let Mr Smith know.

Incident No 3 – 11.30 am
ln comes Mr Peters, Head Porter.
Morning, Mr Bond. Any chances of seeing Mr Smith?
Sorry, but hes tied up at a meeting. By the
way, weve heard we can advertise for the extra porter,
Marvellous. Can they get an advert in tonight?
Otherwise, we will miss this weeks local paper.
Good idea. Ill mention it to Mr Smith.

Incident No 4 – 12.30 pm
Miss Ford (secretary to Mr Smith) chatting to Mr.
Bond:
“”Poor Mr Smith. You should see this
morning’s post. He’ll have a shock when he gets back from the meeting: The
Regional Board are wanting details about that accident in outpatients: a
consultant from St. Mary’s wants to look around the new intensive care unit;
there are ten applications for the physiotherapy job; the local community
committee have written again to ask if we are doing anything about visiting
times, to fit in with the bus timetable, He’s interviewing medical secretaries
at 2.45. Goodness knows when he will give me the minutes of last weeks
advisory committee.””
“”I thought he did those at home?””
“”Yes, he usually does, but I think he was
out talking to a Woman’s Institute meeting last night.””

Incident No 5 – 1.30 pm
Mr Smith comes into the hospital, rushes off to
the dining room and joins Miss French, the Director of Nursing, at the table.
Hello, Mr Smith. What sort of day are you
having?
Oh, usual. Like a madhouse. Havent really
started yet. Havent even read the post or opened my e-mail.””
By the way, how are you liking your new Mr
Bond?
Seems very good. Very bright. Seems to run the
general office very well.
Good, Im pleased with him. Mind you, hes typical
of the new school. Off at 5 pm like a shot. Although he says he wouldnt mind
working over the top. Makes me laugh when I think of all there is to do. I
never seem to have time to think. Its time you and I thought about visiting
arrangements. Didnt we also say last week that wed have a chat about the
Operating Theatre Technicians report’?

Incident No 6 – 2.30 pm
Mr Smith is in the general office looking for a
letter in the tiling cabinet. In comes Richard Graham, Radiographer.
Is Mr Bond in, Mr Smith?
Hes somewhere around. Should be back any
moment. Can I help you?
Actually, Mr Bond knows the story. Its about my
on-call money.
Havent they paid it? Ill ring Salaries and
Wages, if you like.
No, it can wait. I dont want to bother you with
it, Mr Smith.
No bother. It wont take a minute. (Mr Smith
lifts the phone). Get me wages please, Jenny… Smith here. Ive got a query
about Mr Grahams on-call. Doyou know about it?
Yes, I sent Mr Bond an e-mail about it. You
probably know he missed it off the return. Now he wants us to make an interim
payment. I explained in the email that we will have to adjust it next
month.””
“”Copy me in future, Jenny, so that I can
keep a check on things. Anyway, thanks. I’ll explain to Mr Graham.””
Replaces receiver.
Sorry, Mr Graham. Looks as though Bond slipped
up. Anyway, they will put it right next month.
(Mr Bond returns just too late, and sees Mr
Graham disappearing).

Incident No 7 – 4.30 pm
(Interviewing the secretaries has just finished.)
Miss Ford (secretary) to Mr Smith:
Mrs Brown is here to see you.
Hello, Mrs Brown. Can I help you?
Well, Mr Smith, I tried to catch you earlier but
you were busy. I wanted to ask if I could use the board room tomorrow night for
a staff meeting.
Oh, you should have asked Mr Bond. He keeps a
diary of the bookings. Must delegate, you know! Anyway, I know its clear. I
keep an eye on the book so that I know what the position is.
‘Thanks, Mr Smith. I also wanted to ask whether
it would be all right if I could take next Wednesday as a days leave?
Of course. Send me an email about it so that we
can let Personnel know.

Incident No 8 – 5.00 pm
Enter Miss Ford with the days post (still not
read). Mr Smith says:
Oh my goodness, Id better take that lot home.
Another day wont hurt. Youd better go now. Thanks. Remind me tomorrow to deal
with the medical secretary correspondence. Must get off a letter of
appointment, and Ill try to dictate the regret letters if there is time.

Incident No 9 – 5.30 pm
Mr Bond, as he puts on his coat to go home:
Night, Mr Smith. Ive been trying to get in to
see you. Was going to talk to you about the extra porter. Never mind – but it
is a pity weve missed this weeks paper.
Youre jumping the gun a bit! We havent even been
allowed the extra post yet.
We have. Mr George rang me to say we could go
ahead.
When did he ring? I havent heard about it.
Anyway, I think we should think about transferring Reg from the Stores. I
promised him a move about a year ago. He needs the shift money. Cant manage on
a storemans pay. Anyway, leave it with me.

Mr Bond leaves, and thinks on the way home:
That management course didnt do Mr Smith any
good.
I bet Mr Peters doesnt know Reg wants a
portering job. Anyway, I bet Peters would prefer somebody younger.
I wish I could get on with things myself.
I wonder what Mrs Brown wanted to see Mr Smith
about?
I wonder what Richard Graham wanted? Probably
something about his on call pay.
No wonder the last Director of Operations only
lasted eight months.
Mr Smith is a nice chap, but I hope I dont get
like that.
Wish I could have interviewed those secretaries
myself Im sure I would have done it better than Mr Smith.

Incident No 10 – 9.30 pm
(At Mr Smiths home, as he goes through his papers).
Mrs Smith:
Darling, time you put those away. You must have
had a busy enough day.

Task:

Please read chapters two and five
of Rees and Porter (2008) Skills of Management book. Write a report
with the focus on the following areas:

1. Look at each incident and identify areas of
management responsibility that Mr Smith was not dealing with, that perhaps he
should have been dealing with. Refer to relevant theories from chapters two and
five of Rees and Porter (2008).

750 words +/- 10%

2. If you were a management consultant what
advice would you give to Mr Smith to improve his effectiveness? Give reasons
for your assessment and apply relevant theories in your analysis.

750 words +/- 10%

Please note that the word count identified above
does not include the title page, the table of contents, the abstract, the
introduction, the conclusion, the references list at the end of the report and
the appendices.

Please use Times New Roman 12 and double
spacing.

Marking criteria:

The marks will be allocated as explained below:

40% – the
level of analysis for task one, how many, how relevant and how well (clearly)
the theories were integrated into the analysis.

40% – the
level of analysis for task one, how many, how relevant and how well (clearly)
the theories were integrated into the analysis.

10% – the presentation of the report (structure,
spelling/grammar etc.).

10% – referencing (how accurate the Harvard
referencing method was used).

Characters: Mr Smith the Hospital General Manager.Mr Smith has been General Manager of the
Petersdale General Hospital for six years. It is an acute hospital of 200 beds,
serving a population of around 50,000 scattered across a wide rural area in a
number of villages and small market towns.Most people like Mr Smith but his own staff, who
see him at close quarters, find him exasperating as a boss although they like
him as a kindly man. He is 44, likes his job, usually starts work at 9.20 am,
only takes a short lunch break and goes home at about 6.30 pm. He has a family
of three children, likes photography and goes to church on Sunday, but has
little time to join local organisations. He supports the activities of the
Institute of` Health Services Management (IHSM) and likes to keep up to date
with hospital developments.Two months ago he went on a four-week management
course in London, during which time he tried to keep in touch with the hospital
by popping into the office when he was home at weekends. Other characters in order of appearance:Mr Bond – Director of Operations & Deputy General
Manager.Aged 26. Joined the hospital service six years
ago. He has passed the IHSM exams. Took his presentjob as a sideways move to
gain experience of unit hospital management. He has been in the post five
months. Energetic. Enjoys the opportunity to take the initiative. Previous boss
thought he was almost ready to be a hospital general manager of a small
hospital, but he himself decided to work as a deputy for about eighteen months.
Mrs Brown – Catering Manager. Very pleasant. Likes Mr Smith and tries to keep
in with him. Mr George – Director of Human Resources. Mr Peters- Head Porter.Capable. Has been at Petersdale for twelve years.
Knows a good porter when he sees one. Worthy of a better job but is happy
enough as he has an ex-services pension to supplement his income. Miss French – Director of Nursing.Has been at the hospital for fourteen years. Gets
on well with Mr Smith.Richard Graham Radiographer.Plays tennis with Mr Bond.Miss Ford – Mr Smiths secretary. Competent and experienced. Worked in commerce
before coming to Petersdale two years ago. Capable of using initiative and
wishes Mr Smith would give her more scope.Mrs Smith – Wife of` Mr Smith. A quiet person. She often worries that her
husbands health will suffer through overwork.Sequence of events at Petersdale Hospital on
Tuesday 14 May:Incident No 1 – 9.30 amMr Bond is in his office. Enter Mrs Brown, the
Catering Manager.Morning, Mr Bond. Is Mr Smith in?Fraid not. Hes at a meeting. Should be here
after lunch.Oh well. Can you ask him to ring me? Its rather
urgent.Certain1y, or is it something I can help you
with?Well, Im sure you could, but there were a
couple of other things I wanted to mention to Mr Smith. Thanks all the same.Incident No 2 – 10.30 am(Phone rings. Director of Human Resources, Mr
George on the line.)Morning Mr Bond. Sorry to bother you but you
know the request you made for an additional porter? Youre OK. Ask Mr Smith to
let me have the job description if you want it advertised.Good. Actually, I didnt know anything about it,
but Ill let Mr Smith know.Incident No 3 – 11.30 amln comes Mr Peters, Head Porter.Morning, Mr Bond. Any chances of seeing Mr Smith?Sorry, but hes tied up at a meeting. By the
way, weve heard we can advertise for the extra porter,Marvellous. Can they get an advert in tonight?
Otherwise, we will miss this weeks local paper.Good idea. Ill mention it to Mr Smith.Incident No 4 – 12.30 pmMiss Ford (secretary to Mr Smith) chatting to Mr.
Bond:””Poor Mr Smith. You should see this
morning’s post. He’ll have a shock when he gets back from the meeting: The
Regional Board are wanting details about that accident in outpatients: a
consultant from St. Mary’s wants to look around the new intensive care unit;
there are ten applications for the physiotherapy job; the local community
committee have written again to ask if we are doing anything about visiting
times, to fit in with the bus timetable, He’s interviewing medical secretaries
at 2.45. Goodness knows when he will give me the minutes of last weeks
advisory committee.””””I thought he did those at home?””””Yes, he usually does, but I think he was
out talking to a Woman’s Institute meeting last night.””Incident No 5 – 1.30 pmMr Smith comes into the hospital, rushes off to
the dining room and joins Miss French, the Director of Nursing, at the table.Hello, Mr Smith. What sort of day are you
having?Oh, usual. Like a madhouse. Havent really
started yet. Havent even read the post or opened my e-mail.””By the way, how are you liking your new Mr
Bond?Seems very good. Very bright. Seems to run the
general office very well.Good, Im pleased with him. Mind you, hes typical
of the new school. Off at 5 pm like a shot. Although he says he wouldnt mind
working over the top. Makes me laugh when I think of all there is to do. I
never seem to have time to think. Its time you and I thought about visiting
arrangements. Didnt we also say last week that wed have a chat about the
Operating Theatre Technicians report’?Incident No 6 – 2.30 pmMr Smith is in the general office looking for a
letter in the tiling cabinet. In comes Richard Graham, Radiographer.Is Mr Bond in, Mr Smith?Hes somewhere around. Should be back any
moment. Can I help you?Actually, Mr Bond knows the story. Its about my
on-call money.Havent they paid it? Ill ring Salaries and
Wages, if you like.No, it can wait. I dont want to bother you with
it, Mr Smith.No bother. It wont take a minute. (Mr Smith
lifts the phone). Get me wages please, Jenny… Smith here. Ive got a query
about Mr Grahams on-call. Doyou know about it?Yes, I sent Mr Bond an e-mail about it. You
probably know he missed it off the return. Now he wants us to make an interim
payment. I explained in the email that we will have to adjust it next
month.””””Copy me in future, Jenny, so that I can
keep a check on things. Anyway, thanks. I’ll explain to Mr Graham.””
Replaces receiver.Sorry, Mr Graham. Looks as though Bond slipped
up. Anyway, they will put it right next month.(Mr Bond returns just too late, and sees Mr
Graham disappearing).Incident No 7 – 4.30 pm (Interviewing the secretaries has just finished.)Miss Ford (secretary) to Mr Smith:Mrs Brown is here to see you.Hello, Mrs Brown. Can I help you?Well, Mr Smith, I tried to catch you earlier but
you were busy. I wanted to ask if I could use the board room tomorrow night for
a staff meeting.Oh, you should have asked Mr Bond. He keeps a
diary of the bookings. Must delegate, you know! Anyway, I know its clear. I
keep an eye on the book so that I know what the position is.’Thanks, Mr Smith. I also wanted to ask whether
it would be all right if I could take next Wednesday as a days leave?Of course. Send me an email about it so that we
can let Personnel know.Incident No 8 – 5.00 pmEnter Miss Ford with the days post (still not
read). Mr Smith says:Oh my goodness, Id better take that lot home.
Another day wont hurt. Youd better go now. Thanks. Remind me tomorrow to deal
with the medical secretary correspondence. Must get off a letter of
appointment, and Ill try to dictate the regret letters if there is time.Incident No 9 – 5.30 pmMr Bond, as he puts on his coat to go home:Night, Mr Smith. Ive been trying to get in to
see you. Was going to talk to you about the extra porter. Never mind – but it
is a pity weve missed this weeks paper.Youre jumping the gun a bit! We havent even been
allowed the extra post yet.We have. Mr George rang me to say we could go
ahead.When did he ring? I havent heard about it.
Anyway, I think we should think about transferring Reg from the Stores. I
promised him a move about a year ago. He needs the shift money. Cant manage on
a storemans pay. Anyway, leave it with me.Mr Bond leaves, and thinks on the way home:That management course didnt do Mr Smith any
good. I bet Mr Peters doesnt know Reg wants a
portering job. Anyway, I bet Peters would prefer somebody younger.I wish I could get on with things myself.I wonder what Mrs Brown wanted to see Mr Smith
about?I wonder what Richard Graham wanted? Probably
something about his on call pay.No wonder the last Director of Operations only
lasted eight months.Mr Smith is a nice chap, but I hope I dont get
like that.Wish I could have interviewed those secretaries
myself Im sure I would have done it better than Mr Smith.Incident No 10 – 9.30 pm(At Mr Smiths home, as he goes through his papers).Mrs Smith:Darling, time you put those away. You must have
had a busy enough day.Task:Please read chapters two and five
of Rees and Porter (2008) Skills of Management book. Write a report
with the focus on the following areas:1. Look at each incident and identify areas of
management responsibility that Mr Smith was not dealing with, that perhaps he
should have been dealing with. Refer to relevant theories from chapters two and
five of Rees and Porter (2008).750 words +/- 10%2. If you were a management consultant what
advice would you give to Mr Smith to improve his effectiveness? Give reasons
for your assessment and apply relevant theories in your analysis.750 words +/- 10%Please note that the word count identified above
does not include the title page, the table of contents, the abstract, the
introduction, the conclusion, the references list at the end of the report and
the appendices. Please use Times New Roman 12 and double
spacing.Marking criteria:The marks will be allocated as explained below:40% – the
level of analysis for task one, how many, how relevant and how well (clearly)
the theories were integrated into the analysis.40% – the
level of analysis for task one, how many, how relevant and how well (clearly)
the theories were integrated into the analysis.10% – the presentation of the report (structure,
spelling/grammar etc.).10% – referencing (how accurate the Harvard
referencing method was used).”