Interclean

Problem Solution: InterClean, Inc.

InterClean is a leading industrial cleaning and sanitation solutions company. The industry's client base is changing its preference to no longer wanting mediocre products designed to disinfect and kill germs. To keep up with the needs of the customers, InterClean is changing its focus towards providing a complete solution and service.

Situational Background

InterClean is determined to expand its company despite any risks it may encounter. The company's expansion will provide a new services and solutions model designed to offer a "full range of service packages tailored to the customer's need." (Scenario: InterClean) The new solutions-based selling model will force InterClean to evaluate its sales representatives and be more aware of the products, customers, and environments being serviced. InterClean is challenged with having fully trained representatives engaging its client's facilities managers, healthcare professionals, and operations teams. To meet this challenge, InterClean has acquired EnviroTech, another leader in the cleaning and sanitation industry. The merging of companies will provide InterClean with EnviroTech's services and strong technical expertise. The strategic moves by InterClean should allow the company to proceed with its vision of continuing as an industry leader and providing an array of full-service representations.

Situation Analysis

Issue and Opportunity Identification

InterClean has many new challenges to address as the company implements its new strategy and enter a new market. InterClean is moving towards being a full-service provider and will need to address training issues and make decisions on personnel. The acquisition of EnviroTech will address some areas of workforce enhancement, but the expansion plans will make it necessary for InterClean to evaluate its new workforce and design training programs to give quickly new skills to its representative.

InterClean knows that its new direction will only succeed if the right employees are in place. InterClean has begun assessing its employees by conducting a skills inventory. The skills inventory will show the skills possessed and help to outline the lacking skills to move forward with its new direction. According to the skills assessment, InterClean's current workforce has not continued its education and continued professional development. (Scenario: InterClean Ð'- Attachment A) The lack of development may hamper the quick move towards InterClean's new vision. Conversely, the skills assessment performed on EnviroTech's staff shows that the majority of its staff possesses the skill set currently needed for InterClean's new vision. (Scenario InterClean Ð'- Attachment B) The EnviroTech staff has also continued to develop professionally and academically.

InterClean is faced with a training dilemma. How will the necessary training be incorporated? The skill set of the merging workforce varies drastically. The cost of the training is another concern for InterClean. The training of the workforce is the most integral part of the vision and forces the training cost to be unavoidable. "Devoting resources to training is essential in a TQM environment." (Dreher, 2001) InterClean needs to provide top grade training to meet the vision of the company. Can the company do this in a six months timeframe? The challenge lies in ensuring that the timeframe provided is sufficient for the transition of the company. These challenges may be overwhelming for human resources, but the opportunities available outweigh the challenges.

InterClean is now focusing on developing new, exciting opportunities through acquiring innovative methods of cleaning services and solutions. InterClean's transition to a solutions company will help InterClean become a leading competitor and increase sales and profitability. Being the first to launch all-inclusive services customized for its clients will allow the company to "offer clients product training for their employees, regular mentoring, and info-sharing of new relevant regulations." (Scenario: InterClean)

Stakeholder Perspectives/Ethical Dilemmas

Changes within a company's structure bring dilemmas for the company and its stakeholders. InterClean has not shared information with its employees. Human resources is now dealing with the rumors about the uncertainty of jobs. The staffing and skills audit is causing employee tension and lowering morale. Many employees are fearful of losing their jobs.

InterClean's management needs to continue its focus on being a profitable entity. The new focus provides stockholders with the anticipation of future profits. The management also has a responsibility to its employees. Management needs to know the importance of what the employees think and understand what motivates the employees to perform to the highest expectations of their customers.

Employees are also reliant on the company. The performance of management to direct a profitable company gives the employees job security. The employees rely on receiving necessary training to better service the customer base.

The clients of InterClean want to receive excellent service. The customers demand services meeting their changing needs. InterClean must have competent individuals to take care of its clients.

Problem Statement

InterClean is embarking on an evolving cleaning and sanitation industry. InterClean must provide full-service package solutions and services with high quality products adhering to environmental safety requirements. InterClean is attempting this by acquiring EnviroTech, merging workforces, providing relevant training, and integrating the staff into the company vision. Employee retention, training, and integration will move InterClean to new market prominence.

End-State Vision

InterClean wants to be an all inclusive service provider. In order to obtain this goal, InterClean must take time in "forecasting, goal setting, strategic planning, program implementation, and evaluation." (Dougherty, Dreher, 2001) InterClean is moving to provide full-spectrum cleaning services and solutions to its clients. Human resources is evaluating the present state of the organization with the future goals of the company. The evaluation should help the integration of EnviroTech's employees into InterClean's corporate culture and have them trained for the new corporate full-service initiative. The initiative will be announced in six months and should allow for all employees to become versed on each clients