ND-301-A: Business Project

Desiree Wentzell

Business Project

ND-301-A

Marywood University
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Introduction

As I read through the various managing styles there were a couple that I became

interested in learning about; the universal and operational management styles. The universal

style has the primary objective of accomplishing tasks, while the operational style has the

primary objective of long-term development. After observing a few businesses, I chose to

interview two that I believed practiced these management styles. I interviewed a food service

facility and a law firm. Both businesses practice either the universal or operational style of

management, or a unique mixed form of both.

About Northern Penn Legal Services

The first business I interviewed was Northern Penn Legal Services, this is a law firm

located in Honesdale, Towanda, Hazleton, Williamsport, Bloomsburg, Pittston, Bethlehem,

Allentown, Sunbury, and Stroudsburg; they provide legal services to those who are unable to

sufficiently pay for it. Their primary goal/mission is to provide adequate legal and professional

help to those who cannot afford it. After speaking with Sal, one of the managers at Northern

Penn, he informed me that their goals are reached, but as they help settle each case there is

always another to be settled. Their goals are reached, but also extended. Once one goal is

reached, their continuing goal is to deliver excellent quality legal services to the poor. Sal

stated that the most difficult aspect of his job is the compliance between the various regulations

or funding organizations that are required.

Employees of Northern Penn

Northern Penn Legal Services is a small business, providing jobs to seventy-seven people

in the area. The longest length of employment out of the three employees I interviewed was three

years. Each employee stated the stay employed here do to it being close to home, the medical
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benefits, and because they love the field they work in. And they mentioned, they love their jobs,

but their favorite part of their job is the legal work, the people (that they work for and help),

and helping people. They all agreed that their managers are easy going, understanding, and

patient, those happen to be their favorite characteristics about them. The trait that they find the

most challenging in their manager though, is trying to not stress them out. This can play as a

negative impact in the workplace.

Northern Penns Management Style

Northern Penn Legal Services practices a universal process style of management. The

three employees interviewed all stated they love their jobs as legal secretaries, pro bono, or

intake worker. They described that their manager(s) perform many tasks themselves, but also

expect them to perform many tasks as well. They described their managers as productive,

team player, and hard working. I agree these characteristics fit into the process style of

management because they all contain a get it done attitude which is what I believe the process

style portrays. It assumes all employees are capable of equal jobs and tasks, no matter what they

are. Many positive benefits can arise from this sort of management style.

Employees are often very motivated in this environment of work. They see their manager

as a leader and tend to mimic their actions. For example, if the manger does many various tasks

throughout the day, the employee begins follow their style of working since that is the type of

working they are surrounded with. Employees often get assigned specific tasks, fulfilling that

task, sometimes among other tasks, daily. They are educated in their work and are assumed to

have minimal questions or need little guidance to perform a task given to them by their

management.
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Although there are many positive characteristics of the universal management style, there

are also negative ones. Every employee that I interviewed said the most challenging trait was

trying to finish all their tasks so the manager does not get overwhelmed with having to finish

their work as well. There may be times when the workload given to one employee is too much

for just one person to work, this creates a negative impact in the workplace. This often leads to

work not being fully completed or also may lead to work being fully completed but incorrect, or

lacking pertinent information.

Since the universal style is so individualized it creates a disruption when

the workload may require assistance from fellow co-workers. Often the manager expects the

employees to be able to complete every task without assistants or guidance, which also may

negatively impact the workplace. Employees may feel unskilled or a burden if they must ask

their manager a question. This leads the employees, even the ones I interviewed, to have more

stress about getting their own tasks completed.

About Taco Bell

The second business I interviewed was Taco Bell in Clarks Summit, they provide food,

quickly, to customers. Their main goal is to provide food service quickly and efficiently, the

manager stated that he believes this goal is met daily. Although this goal is met daily the

manager expressed that it is very difficult for him to run two stores, he also manages the Taco

Bell in Dickson City.

Employees of Taco Bell

Many of the employees at this establishment seemed to be enjoying their place of

employment. Nineteen employees work here, out of the three employees I interviewed the

longest employment was about a year and a half. These employees choose to continue working
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here due to it being close to their house, they are guaranteed hours, and a need for income. Every

employee stated one of their favorite parts about their job is their co-workers. They also all

agreed that customers may be difficult sometimes which makes for some challenging situations,

and that training is sometimes also problematic. Each employee loves their managers

personality, his ability to talk down several hostile situations, and how he manages the store

when he is working, but they also said their manager may be lazy at times because he has

worked there for many years.

Management Style of Taco Bell

The manager that runs this Taco Bell uses the operational approach to management. This

approach emphasizes the means of production orientation. This style is dedicated to improve

efficiency, cutting the waste, and improving quality. I believe this business is a perfect example

of the operational approach because it is a food service operation. In the food service industry, it

is pertinent to be effective, efficient, and decent quality.

The operational approach to management is a very effective way to run a company or

business. The manager must, essentially, convert the labor, energy, and raw materials into goods

and services for the customer. This is a positive attribute because both the employees and

consumer benefit. The employees can work efficiently to finish tasks and the customers receive

high quality product for a reasonable price. This also cuts the labor cost; it allows employees to

work for shorter shifts, which in turn saves the business money. Many times, as seen in this Taco

Bell, allows the staff and management to form an intimate cooperation between one another.

Using this approach also ensures your workers are educated and developed. Training employees

efficiently ensures that they fully know and understand the tasks that are to be done, continuing

to improve and excel at their job.

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Though this management style seems to produce only positive outcomes it may contain

some flaws as well. Producing product quickly and efficiently may stress employees out, causing

negative attitudes in the workplace. Some managers and co-workers may treat each other poorly

due to stressful situations or the manager wanting many tasks completed quickly. Employees

may become tired sooner with such a fast-paced environment to accomplish all that needs to be

done.

Comparison of the Two Businesses

I believe both businesses, Northern Penn Legal Services and Taco bell, both preform an

affective type of management style, but are certainly different. Taco Bell has a closer

relationship to its employees. It is more efficient in that it produces product quickly to ensure

labor and product costs remain low. Northern Penn, however, I believe has a more motivative

system when it comes to performing tasks alone. I think the universal systems approach pushes

employees to succeed in the work place. It ensures that they must complete all their tasks. This

type of approach also pushes for individualistic way of working and thinking.

At both businesses, the employees enjoyed their job and their co-workers. They valued

their managers strengths and can work around their weaknesses. I believe they all understood

their role as an employee and can properly perform their job, even though there may be

challenges.

What Would I Change?

If I were to run my own business I believe I would choose the behavioral approach to

management. I believe it is important to make your employees happy. The best work comes from

those who are satisfied in their environment and enjoy what they are doing. It is important to be

aware of what employees need in the workplace to ensure they can carry out the tasks they are
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assigned. Being sensitive with employees reminds yourself that there is life outside of work and

everything cannot always be built around your job. For example, people from different

backgrounds, religions, etc. may require different holidays off and it is important to be aware of

these types of things that are significant to your employees.

I believe it is also vital to listen to your employees about problems that may be occurring

in the workplace. Employees may have a different perception about how things are going or

expected to go in the working environment, it is good to have a thorough communication

between management and the employees.

Conclusion

Overall, it was interesting to evaluate each business management style. I enjoyed

interviewing employees and learning their favorite and most complicated characteristic about

their managers. Neither business stated the same complicated characteristic for their managers,

but both stated that they did enjoy and love their managers, even though they did have certain

characteristics they did not like. Although it was fascinating other business managing styles, I

would not manage a business the same way. I believe more of a behavioral approach would work

better for my personality and what I believe in. All in all, I did enjoy the project and learned a

few things about the way other businesses are managed.