Business Case Study: Xenon Communication

Xenon Communications is the largest and most recognized telecommunication company in the world. Despite a few formidable competitors, Xenon has managed to consistently, outpace our competition year after year.

The ultimate strategy of Xenon Communications is to be the only telecommunication and entertainment company our customers will ever need. Xenon has ruled the industry for half a century. We have done this by taking our initial telecommunication vision to heights no other company has before. Xenon has since expanded into other industries by way of mergers and acquisitions. Over the last 20 years, we have successfully levied our resources into the wireless, internet, home security, cable/satellite TV and other realms of entertainment.

Xenon has grown considerably, yet I have remained within the original telecommunications environment. The reality is that plain old telephone land lines are a division on the brink of distinction. Xenon land line customer numbers have been declining for years. Wireless and satellite services cost much less to maintain. Therefore, Xenon’s recent announcement to transition out of the landline industry by 2020 makes good sense for the company, bottom line. Within the last two to three years, Xenon has closed half of the Repair customer service centers throughout the United States. Our Houston Repair Center is one of four left in the states.

The Houston Repair Center will either close its doors within the next two years or be recommissioned to do another function. All remaining centers are expected to work as effectively and efficiently as possible to avoid being the next office to receive a closure notice. The division goal is to concentrate on providing an excellent customer service to the

Discuss how the current leadership has affected the organizational culture. As previously, addressed the Xenon organization consists of a hierarchical structure consisting of agents, First line managers, Area managers, directors, Vice Presidents, Senior Vice Presidents, and the CEO. The current, area manager, Jordan Michaels has been the primary leader of the center for about 3 years. He is the third area manager that has held this position over the last 10 years at the Houston Repair Center. Michaels is straight forward and “by the book”. Transactional leadership is the theory that best fits his leadership practices. He has all the power and makes all the decisions. When he assigns a task, it is with minimal instructions and you are tasked with figuring out his vision. Jordan Michaels can be quite intimidating and at times he uses his authority in an almost threatening manner. He does not cross any lines and does not appear to be concerned with what his subordinates think about his decisions.

The Xenon Houston Repair Center is definitely a customer-oriented division. Great care ii taken to pay close attention to the company processes, methods and procedures in the “day-to-day” operations. Creating a friendly customer experience is first and foremost. Under Jordan Michaels’ leadership, most performance measures reflect the objective of achieving this