BUS104 Gentle Paws Veterinary Clinic’s Management Tutor-Marked Assignment Jan25 Semester, Singapore

Tutor-Marked Assignment (TMA)

This assignment is worth 20% of the final mark for BUS104 Organisational Behaviour in the Technology Era.

Gentle Paws Veterinary Clinic

The pet care industry is one of the fastest-growing industries globally. Singapore is no exception and has recently witnessed a surge in pet ownership. In response to this growing demand, Dr. Ryan Peter, along with his assistant Ms. Grace Chen, opened “Gentle Paws Veterinary Clinic” (Gentle Paws) near Adam Road in 2011. By 2024, it had expanded to include more than ten doctors and an additional twenty-four veterinary assistants. Supporting them were three receptionists and two kennel assistants. The clinic has been so successful that Dr. Peter is now planning to expand into other locations within Singapore.

The pet care industry has witnessed a notable shift in the treatment of pets, with many now enjoying high status within families, leading to increased expectations for their care. Consequently, employees in this field are encountering more demanding clients, and the workplace has become increasingly competitive and stressful. Long working hours and a shortage of veterinary professionals are also prevalent issues within the industry.

At Gentle Paws, employees have experienced similar working conditions, resulting in anxiety and burnout, leaving little time for family and social relationships. Despite the clinic’s operating hours from 8 am to 9 pm, employees have faced a continuous stream of consultations, surgeries, and extra paperwork that often extended beyond office hours. Such demanding schedules left little time for staff to unwind after their regular shifts.

Dr. Peter oversees the entire clinic, but employees are dissatisfied with his authoritative management style and feel they lack control or autonomy in decision-making. Additionally, some employees were frustrated by Dr. Peter’s early start times and his expectation for others to join him for scheduled meetings at 8 am.

One of the new doctors who just joined was Dr. Nadia Nora. She was not only trained as a veterinary doctor; she also completed her Masters in Business Administration (MBA). She was a Singaporean who arrived from Canada and has been in the pet industry for more than ten years, having worked at many clinics in Canada. Based on her experience, she assumed that all veterinary clinics are generally the same regardless of the country in which they were operating, she thought “you are still dealing with pets and clients”.

However, she was perplexed about the work situation in Gentle Paws. There was a lack of teamwork and poor working relationships among the employees. She noted an uneven workload and unfair treatment by the younger veterinary assistants towards their older counterparts, as they felt some of the older assistants were slow and unable to keep up with the pace. She also noticed that Dr. Peter appeared to be overwhelmed and was not a people person. According to Dr. Nora, “not all doctors understand human behaviour in an organisational setting”.

Dr. Nora herself was disappointed to see one of the doctors, Dr. Walter Sam, conducting teleconsultations via video calls for at least six months out of the year from Australia. She was informed that he had been doing this for few years, ever since the pandemic started. This virtual veterinary consultation limited what he could do, resulting in extra work for Dr. Nora and others who were based in Singapore. She also felt there was no use complaining to Dr. Peter, as Dr. Sam was his close relative, and she could see that he related well to him. While there were frustrations among the employees in Singapore, Dr. Peter had a different view about Dr. Sam. He believed he was always reliable and ready to take any calls without fail, even on weekends. Moreover, he thought not all consultations were emergencies. This mode of consultation would allow them to see the pet in its natural home, and it was not necessary for the pet and its owners to make the stressful trip to the clinic every time, thus alleviating the burden on the clinic staff.

Although Dr. Nora was disappointed that Dr. Peter appeared to be running the clinic without any clear direction, she saw great potential in it. She took a keen interest in the clinic and offered three suggestions to Dr. Peter. Firstly, she proposed that he take some time to further his studies and equip himself with an understanding of managerial theories to better manage the clinic. Secondly, she recommended that Dr. Peter hires a “Veterinary Manager” who did not need to be trained in veterinary practice but could bring a different perspective to professionally manage the medical, business, and human resources aspects of the clinic. Thirdly, she suggested introducing IT to help reduce the workload for employees. Dr. Nora hoped that Dr. Peter would consider these suggestions before embarking on the expansion of his clinic.

The following day, Dr. Peter had a meeting with Dr. Nora and acknowledged that this was a turning point for the clinic. He wanted to make some tough decisions and steer Gentle Paws through these turbulent times to ensure a smooth transition to his son, whom he wanted to lead the clinic to greater success.

Question 1

(a) According to Dr. Nora, “not all doctors understand human behaviour in an organisational setting.” Explain, using relevant examples from the case study, the three (3) reasons why studying OB will help Dr. Peter effectively run his clinic. (25 marks)

[Word limit: 400]

(b) Identify, with examples from the case, three (3) different perceptual errors that could affect human perception about others.

[Word limit: 400]

Question 2

Dr. Nora, representing Gentle Paws Veterinary Clinic, is currently seeking candidates for the position of veterinary manager (see job description below). She specifically encourages university students studying OB to consider applying for the job, highlighting the potential transferable skills to many other managerial positions. Additionally, for those with a passion for animals, this opportunity may align with their career aspirations. Inspired by Dr. Nora’s advice, you have decided to pursue this position.

Write a review of your personality using the Big Five model. Based on your assessment of your test scores and the person-job fit theory, does your personality align with the given position? Present your assessment as a persuasive essay arguing why you are suitable or unsuitable for this position.

Job description

Title: Veterinary Practice Manager

Overview: This role oversees all aspects of Gentle Paws’ operations, including administration, staff training, inventory, finances, and patient care. The goal is to ensure excellent care for animals while maintaining the clinic’s profitability.

Type and expected hours of work: Full-time, with 8-hour shifts Monday to Friday, plus weekend shifts and possible overtime.

Requirements: Degree or equivalent education, with preferred supervisory or administrative experience of two years.

Note:
• The URL for conducting your personality test can be found at https://www.outofservice.com
• Screenshots of all five dimensions of the Big Five should be included as evidence in the “Appendix”.

[Word limit: 800]