Summary:

Sylvan Learning Center Halifax (Sylvan Halifax) was a franchise in Halifax that operated under Sylvan Learning Inc., specializing in personalized after-school tutoring. Sylvan Learning Inc. allowed franchise owners to determine the operational policies their franchise would follow. Sylvan Halifax was founded by Christine Wells in 1990 and grew operations until the COVID-19 pandemic forced Wells to shift to online tutoring. Sangeeta Arora, who operated and ran Sylvan Learning of North Toronto, acquired Sylvan Halifax from Wells shortly after. Arora inherited 57 active customers along with eight teachers. Arora wanted to improve the previous operational policies which created tension with more senior teachers. Arora experienced significant staff turnover and must now navigate parent complaints. Before opening a new Sylvan Halifax center, Arora must create a stronger culture. Students are asked to examine the current state of affairs at the company, including the relevant roles, issues and objectives. They will identify the symptoms and root causes of the issues at hand and establish a specific criteria to evaluate potential solutions. This organizational behavioural case is designed for an introductory undergraduate business class.