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Case Solution for ZGM Balancing Culture and Productivity at a Service Company

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Get the ZGM Balancing Culture and Productivity at a Service Company Case Study Solution and Analysis by Denise Chenger, Christian Cook | Case ID: W34568. We guarantee that this case solution is 100% original, official, and not AI-generated. It is a plagiarism-free, complete, and well-structured sol...

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Uploaded on July 12, 2025
Number of pages 12
Written in 2024/2025
Type Case
Professor(s) Mr james
Grade A+

zgm
balancing culture
productivity
service company
denise chenger
w34568
case study solution
case solution
case analysis
case study
case answers

Institution Case Management
Course Case Management

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ZGM: BALANCING CULTURE AND PRODUCTIVITY AT A SERVICE
COMPANY CASE STUDY SOLUTION

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SYNOPSIS
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ZGM Modern Marketing (ZGM) seemed to be doing everything right. They appeared to be doing all the
things many human resource professionals recommend. They had eliminated the administrative burden and
oversight of time sheets while still achieving the desired earnings before interest, taxes, depreciation, and
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amortization (EBITDA) results. They created a nurturing environment for employees by doing an employee
survey and providing healthy snacks. They tried to establish a creative workplace by having people with
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similar jobs working closely together and setting up an employee social lounge. In addition, the partners
encouraged productivity through work-at-home days and only having meetings on three set days of the week.
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Were these things serving their intended goals, and should there be more or less of these to remain
productive and profitable as a business? Would creating a separate human resources department and hiring
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a human resources (HR) director be a good strategic decision?

OBJECTIVES

• Identify the need and means to assess the value of human resources.
• Appreciate the current success of an organization while strategizing for the future.
• Apply the value, rarity, imitability, and organization (VRIO) framework to assess a firm’s competitive
advantage (concerning their human resources).
• Understand the unique ways in which service- and goods-based organizations create value.

The Case Solution Starts From page 5

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ASSIGNMENT QUESTIONS

1. What are the risks to an organization operating without an HR professional or department? Does ZGM
Modern Marketing need HR?
2. What interventions could the new HR director implement to fully exploit the resources of ZGM while
also growing and retaining employees?
3. Discuss the pros and cons of the employee survey as it is currently designed and administered. As the
HR director, what changes (if any) would you recommend and why?

The Case Solution Starts From page 5

,4. What are the key differences between measuring and managing a products-based company versus a
service-based one? Comment on ZGM’s current practice.
5. Create a high-level job profile for a new HR director at ZGM. What success factors should ZGM
consider at the end of one year? In five years?

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The Case Solution Starts From page 5

, 1. What are the risks to an organization operating without an HR professional or department? Does
ZGM Modern Marketing Partners need HR?

While human resource professionals ultimately aim to optimize talent to achieve business goals,
transactional components of HR are also required for risk management and compliance. Ask the students
if they see any risks in how human resources are currently being managed at ZGM.

Suggested Responses/Conversation Movers

All organizations are required to maintain employee records. By doing away with time sheets and not
maintaining records of employee working hours, the organization may be accepting risk in claims of
overtime or vacation accrued but not taken. Without accurate time records and also with remote work
arrangements, the employer may be unaware when an employee is ill or unwell. While the obvious risk
here is not being aware of hours worked, an additional risk may be the employer’s difficulty in determining

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when an employee may need help or when they should invoke their “duty to inquire” regarding absences
and, ultimately, employee health and wellness. Should an employee experience a work-related injury, the

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employer would need to be able to provide accurate records of work locations and attendance. While in
most cases, unnecessary employee surveillance is not advisable, essential employee records can also help

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to track attendance and time dedicated to work, guarding against time theft.
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Additional Activity for a Senior-Level HR Course
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The Case Solution Starts From page 5

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