Case solving
Case 5 - The DLMA Dilemma
D.L. Mason & Associates (DLMA) is Canada's leading full-service entertainment agency. Evolving out of a music-booking agency established by David Mason in 1971, DLMA has grown into a diversified entertainment company with a solid international reputation in the fields of music, film and television. A team of 70-plus DLMA employees work out of offices in Vancouver, Toronto and New York while representing various artists’ talent. Their artist roster encompasses a huge array of established and developing concert attractions, and demands the attention and careful judgment of all DLMA agents.
Janice Johnson was promoted to Director of Client Advisory Services at DLMA Vancouver just six months ago after demonstrating exceptional skills as an agent. Her ability to lead a group and consider fellow colleagues’ opinions when conceptualizing was demonstrated as Janice worked with such artists as Norah Jones, Sloan, Brian Adams and Maestro. It only seemed natural that Ms. Johnson would be offered the director’s position since her colleagues respected her, the artists befriended her, and upper management valued her.
Although Janice was very honoured and excited about this new opportunity, she was also somewhat apprehensive, as this was her first chance to demonstrate her capabilities as a manager. Janice’s most treasured characteristics, which would undoubtedly be transferred to all subordinates through the newly appointed position, included her need and want to listen to other’s ideas. She especially believed that any and all final decisions should not be made without the contemplation of other alternatives brought forth by the many DLMA Vancouver agents now that she had been thrust into an unfamiliar, and at times very consequential, management position. Unfortunately, this esteemed characteristic proved to be more hurtful than helpful to Janice when confirming decisions. She began to feel as though she could not keep everyone’s ideas and suggestions organized mentally, and therefore became very confused and rather scatter brained. Regrettably, after four months of assuming her managerial role, one of Janice’s clients directly experienced the associated consequences.
As we are all aware, an entertainer’s individual persona is one of their most valuable assets. However, Chris Murphy’s (vocalist for Sloan) was put to the test when DLMA Vancouver – under the direction of Ms. Johnson – accidentally double booked the artist to appear on both Canada AM and Good Morning America on August 4th, [next page]