Ineffective leadership at cx lifestyle team N in M company

Abstract

The CX Lifestyle team N at M Company, an integration business that offers end-to-end solutions for the logistics and transportation sector, is the main focus in this thesis. The employee engagement survey (EES), which measures the level of employee engagement within a team, shows a deterioration and a noticeably low score for CX Lifestyle team N in recent years. By using qualitative research techniques including desk research and interviews, the main problem was determined as the ineffective leadership of the manager. Consequently, poor leadership competency and organisational instability are two possible reasons. Validation reveals that the CX Lifestyle team N manager's poor leadership skill competency is the main cause. Consequently, in order to cope with the primary cause, two alternative solutions are developed, namely: replacing the manager position and building a leadership training program. The second option is chosen considering the values of the organization and the setting of CX Lifestyle team N. As a result, a thorough action plan has been developed and carried out.