Solving Evening Shift Problems

Submitted by:
Cline, Maria
Fackrell, Brandy
McQueen, Kaylee
Stroud, Bonnie

Salt Lake Community College

COMM 1010-402
April 2, 2016

Table of Contents

Executive Summary

Project Description

Methods

The Problem

Analysis of the Problem

Setting Criteria

Brainstorming Solutions

Organizing and Analyzing Solutions

Implementing the Solution

Conclusion

Works Cited

Appendices
Appendix 1: Team Contract

10

Appendix 2: Solution Comparison Chart

11

Executive Summary

Our team was asked to use the reflective thinking sequence to solve a problem for our Team
Communication project. The problem we were tasked with resolving was determining how we
could arrange employees schedules in a way that was fair and did not leave any certain person
or group to cover every evening shift. This report summarizes the problem solving process we
utilized in making our final decision for a best resolution that was fair for all employees and
would be acceptable to management.
The ability to maintain business hours and maintain a full workforce is critical to any business.
Through using the Dewey Reflective Thinking process we set criteria our solution should meet
and thought of all of the potential stakeholders throughout our process. We have reviewed
several options and weighed the pros and cons of each possible solution to find the most
equitable way to implement a change to scheduling that will still ensure business and consumer
needs are met. Each step of our process has been included in this report and will show that our
solution will allow for a smooth transition which will have minimal effect on this businesses day
to day operations and will minimize any exposure to an increase in the overhead costs of
operating the business.
After thoroughly reviewing our options, our team has decided that implementing a rotating
schedule is the least disruptive and most cost efficient resolution to this scenario. In our
resolution we propose breaking the 15 employees into three groups: A, B, and C. Next we would
create the new work schedule where on week one group A will work the morning shift, B the
afternoon and C the evening shift. The next week group B will work the morning shift, C will
work the afternoon and A will work evenings, etc. This rotating schedule will ensure that
scheduling is fair to all employees and will be acceptable to management as hours of operation
will not be affected and there are no additional costs involved with implementing this change.

Project Description

For this assignment we have a group made up of four students in our course of COMM 1010.
We will be working as a team and utilizing the problem solving process and strategies we have
learned throughout this course. This includes the Dewey Reflective Thinking Process, decisionmaking processes, and problem-solving strategies while using the eight characteristics of
groupthink to work together as a team to solve a problem.
The problem our group has chosen to solve revolves around an office work setting of fifteen coworkers and needing to come up with a fair work schedule for all fifteen of the employees.
All employees are set to work four hours a day, five days a week and the schedule consists of
morning, afternoon and evening shifts. None of the employees are keen to working the evening
shifts, especially those with spouses and children. They feel as if they should have the upper
hand and that it is more important for them to be at home with their families as opposed to the
employees who do not have family obligations and responsibilities. The manager, not wanting to
be involved in the shift schedule has left it completely up to the fifteen co-workers to decide the
scheduling of shifts.
As a group we need to come up with a fair solution that is acceptable by the employees and also
meets the managers approval. We must also make sure that the office is staffed with five
employees for all three shifts.
As a group, we have held four team meetings to brainstorm possible solutions for this problem.
We have come to the conclusion that in order to keep the schedule fair amongst all the employees
and with the managers approval the best resolution for this dilemma will be to schedule the
employees on a rotating shift schedule.

Methods

In order to analyze this problem, our team conducted four group meetings. During our first
meeting we prepared a team contract where we were each assigned different roles and
commitments to the group. During our second and third group meetings we utilized the steps of
the Dewey Reflective Thinking Process to begin solving our problem. Finally, during our fourth
and last meeting, we came up with a conclusion to solve our problem and assign each group
member individual responsibilities in finalizing our final group report. Our findings and
methods used are described and listed below.

Part I: Problem Question

How can we assign shifts in a way that is acceptable to all fifteen workers?

Part II: Analysis of the Problem

As a group we spent time analyzing the problem in order to understand all aspects of the issue.
We considered many factors of the situation and brainstormed many different solutions going
over the pros and cons of each until we came to an agreed upon solution within the team. While
analyzing the solution we made sure to avoid ideas that would cause contingencies that we have
listed below.
A. Having employees quit
B. Having employees refuse to work the evening shift
C. Employees expressing a bad attitude and/or performance while working the night shift
D. The process of waiting for the managers approval for the solution
E. Not disturbing employees day to day responsibilities (outside of wok)
F. Keeping the solution financially oriented without causing the business to lose or spend too
much money

Part III: Criteria

While brainstorming possible solutions it was important that as a team we kept an open mind and
evaluated each solution by setting a criteria for all solutions that our group members proposed. It

was important for us to make sure our solution would meet management approval, cost less than
$100 a week, promote a pleasant work environment, allow business to function during their
current set hours and ensure a fair outcome to all employees.
A. General Goal
1. Our teams goal in solving this problem was to come up with a solution for a schedule that
would be fair to the fifteen employees and acceptable by the manager.
B. Specific Criteria
The best solution will:
1. Be acceptable to the manager
2. Cost less than $100 a week
3. Be fair amongst the employees
4. Promote a pleasant work environment

Part IV: Brainstorm Possible Solutions

During the brainstorming process of our group meeting, all the team members contributed as
many ideas as we could come up with that could work as possible solutions to the problem. All
four team members expressed creativity and intuitive thinking while coming up with as many
solutions as possible. Below are all the solutions we brainstormed as a group.
A. Rotating shifts
B. Having a separate evening crew
C. Offering shift differentials
D. Shift-Bids
E. Out Sourcing
F. Close the office in the evenings
G. Hire more employees
H. Pay the employees more for the evening shift
I. Offer a bonus

J. Install self-service machines for the customers to use in the evenings

K. Include management in the rotation of shifts
L. Offer online services only during the evening

Part V: Solution Analysis

As a group we analyzed all of our solutions that we brainstormed as a group and by the process
of elimination came up with five top solutions that best fit our criteria.
A. Narrowed list of solutions
1. Rotating shifts
2. Hiring an evening crew
3. Offering shift differentials
4. Shift-bids
5. Close in the evenings
B. As a group we organized our solutions and criteria into a chart. On this chart the solutions
were listed across the top, criteria were listed down the side of the chart and we ranked each of
our solutions on a scale from 0-10. After totaling up the scores, we ranked each solution that
helped our decision to come up with a conclusion of the best solution to fit our criteria.
C. Final Solution:
After utilizing all of these methods and tools we learned throughout this learning process, our
team decided that the best and final solution would be rotating shifts.
D. Possible Negative Consequences:
The most possible negative consequences of this solution would be that the manager does not
approve or the possibility that the employees with spouses and families would still be unhappy
with having to take turns working the evening shift. However, with the shifts rotating, they will
still have plenty of evenings off where they will get the time to socialize and spend with their
families.

Part VI: Implementation of Solution.

Once our group came to an agreement on the best solution we discussed a plan to implement the
solution.
A. The person assigned to implement the change of shifts is the shift supervisor John.
B. On March 23, 2016 John will alert the fifteen employees that there will be a schedule change
beginning March 28, 2016.
C. On March 23, 2016 John will break up the employees into three groups labeled A, B & C.
D. On March 25, 2016 John will make the new monthly schedule and have it posted in the
employee break room for everyone to see.
E. On March 28, 2016 the new schedule begins.

Conclusion

Our team of four classmates in COMM 1010 chose to come up with an effective way to arrange
15 employee schedules in a way that was fair and did not leave any person or group to cover
every evening shift. We used the reflective thinking sequence to study the problem suggest
criteria and potential solutions, then to recommend the best solution and how to implement it.
Our recommendation is our team has decided that implementing a rotating schedule is the least
disruptive and most cost efficient resolution to this scenario. The other solutions that the team
discussed would have caused an issue to arise for management or for the employees. In our
resolution we propose breaking the 15 employees into three groups: A, B, and C. Next we would
create the new work schedule where on week one group A will work the morning shift, B the
afternoon and C the evening shift. The next week group B will work the morning shift, C will
work the afternoon and A will work evenings. This rotating schedule will ensure that scheduling
is fair to all employees and will be acceptable to management as hours of operation will not be
affected and there are no additional costs involved with implementing this change.

Works Cited

Adler, Ronald B., Jeanne Marquardt Elmhorst, and Kristen Lucas. Communication At Work:
Strategies For Success In Business And The Professions. Eleventh ed. McGraw-Hill Companies,
2013. Print.
"Search Results:." Search Results:. The Economist Intelligence Unit, 12 June 2014. Web. 9 Mar.
2016. <https://www.shrm.org/searchcenter/pages/Results.aspx?k=shift differential>.

Appendix 1: Team Contract

Task 1: Team Contract

Develop
1. Group goals come before personal goals
Relational Norms
2. We all commit to pull our own weight
(3 or more)
3. We are all free to speak our minds
(see Table 7-4)
Develop
Task Norms
(3 or more)
(see Table 7-4)

Assign Relational Roles

(see Table 7-2)
You may assign
multiple roles to
members.
Assign Task Roles
(see Table 7-2)
You may assign a leader
[recommended] or rotate
leadership.

1. If we have to miss a meeting, we will email our information to all members at

least one day in advance.
2. We will arrive on time and be prepared for each meeting
3. We will limit distractions during meeting times.

1. Maria Cline-Praise Giver

2. Kaylee McQueen- Tension Reliever & Participation Encourager
3. Bonnie Stroud- Harmonizer
4. Brandy Fackrell- Evaluator of emotional climates &Empathetic listener
1. Maria Cline- Reality Tester
2. Kaylee McQueen- Direction Giver
3. Bonnie Stroud-Gate Keeper
4. Brandy Fackrell- Info/Opinion Giver

Appendix 2: Solution Analysis Chart

Rotating
Shifts
Criterion 1
Meet
management
approval
Criterion 2
Cost less
than $100.00
per week
Criterion 3
Ensure a fair
outcome to
all
employees
Criterion 4
Allow the
business to
function
during their
current
business
hours
Criterion 5
Promote a
pleasant
work
environment
Totals:

Hiring an
Evening
Crew

Shift Bid

Offering
Shift
Differential
s

Close in
the
Evenings

Totals

19

10

27

30

10

10

10

37

30

42

13

34

42

12