TLG Solutions
TLG Solutions
TLG Solutions
APPROACH
AT TLG SOLUTIONS
MBA 203 Organizational Development
Reported by:
Esteban, Elan Jane
Feria, Hanah
Jereza, Jose Martin Jacob
Lobaton, Laika
Lucot, Shara Mae
Villanueva, Darcel Faith
resources software for Fortune 1000
Questions companies.
She manages the global training
teams that are responsible for needs
assessment, training curriculum
design, training technology design,
rollout, and operations.
One of her department’s key
function is creating training
materials which are to be used for
customer and service training.
In the case, Michelle seeks out the
help of Seth, a former colleague to
aid and assist in figuring out the
solution to her problems concerning
Questions 1. What is the client
requesting? What goal does
this client have for this
project?
2. What are the presenting
problems? What do you think
may be any underlying
problems? Which of these
underlying problems is most
likely, in your view?
3. What data would illustrate
whether these underlying
Q1.1 What is the client requesting?
PRESENTING PROBLEMS:
• TLG is expanding so rapidly that it is difficult for the team
to cope up with the increasing demands
• Customer Complaints caused by some of the products that
are not working as expected and false promises from the
sales people
• Sales representatives cannot demonstrate the products
accurately
• Service department is getting complaints because they
can’t accurately pinpoint the root cause of the problems
the customer is experiencing
• Customer service technicians lack some of the
Q2.2 What do you think may be any underlying
problems?
UNDERLYING PROBLEMS:
• Centralized training organization but not
functional across regions
• The central team constructed only one
model which may not be applicable to all
regions and may not cater the differing
needs of each region
• No collaboration between Michelle’s team
and the regional team
Q2.3 Which of these underlying problems is
most likely, in your view?
The central team constructed only one model which
may not be applicable to all regions and may not
cater the differing needs of each region
• Since the Central team did not coordinate with the regional
team, the latter didn’t have a full knowledge on how the
training program works.
• Regional teams are less motivated to use the centralized
program and they opted to use their own design since they
deemed the program not suitable to their needs