Please read instructions carefully

Please read instructions carefully
Individual Assignment # 3 : Instructor Choice Assignment instructions • Word Limit: 1 75 0 to 20 00 words • Should use APA format. • Use at least 5 external academic and relevant non -academic references to support your case analysis. • Academic references must be published after 2010 . • Make any assumptions that will help you improve the analysis in your essay. Case Requirements and Questions: Read the “ VanWes t Commercial Deliveries ” case below and write an essay that answers the following question: 1. Using the McKinsey (7-S change management model ), explain how can VanWes t Commercial Deliveries fix th e delivery drivers’ problem s and address the customer complains ? 2. Explain what would be the difference if the CEO approach ed th e problems described in this case as a transformational leader or transactional leader? Important note: The focus of the essay should be on managing the change not the change itself. The VanWes t Commercial Deliveries – Case Analysis Introduction VanWes t Commercial Deliveries is a local commercial delivery company using vans and trucks serving customers in the BC Lower Main land. Over the past three years, the company has experienced an incre ase in customer complaints about its delivery drivers, most relating to their appearance and behavior. Background The delivery drivers’ supervisor report ed back to senior management several problems with drivers including dress code violations, poor performance, and low morale. In general, their attitude toward their job was, at best, poor, although there were some employees who displayed enthusiasm for the job, enjoyed talking to the customers, and looked clean and professional. The CEO opinion: The CEO of VanWes t Commercial Deliveries is concerned about the increase in customer complaints about the delivery drivers regarding timeliness and their attitudes toward customers. He also realize d there has been a significant increase in accidents involving company vehicles, and expenses for repairs and maintenance have sharply increased. When asked about the delivery drivers’ problems after a staff meeting. The CEO says: “From what I can see, they’re a pretty rough bunch. Schedules are not met, and there are rumblings from customers regarding poor service. Their appearance is poor; a lot of untucked shirts, mismatched trousers, dirty uniforms, and battered work boots. Some of the drivers haven’t shaved in a few days and som e sport long, unkempt hair. But I think the problem with customer complaints and untimely deliveries go deeper than their appearance. When I think about the fact that these drivers are our primary contacts with customers on a regular basis, the situation seems very bad.”