The Development of Self-Problem-Solving Guidelines for Sales Employees Using Appreciative Inquiry and SOAR Analysis: A Case Study of ABC Co., Ltd.

Abstract

This study aimed to 1) examine positive experiences and synthesize issues related to problem solving among sales employees of ABC Co., Ltd. as a basis for developing self-problem-solving guidelines, and 2) develop and preliminarily evaluate guidelines for promoting self-problem-solving among sales employees. The study was primarily qualitative and employed a developmental case-study approach. The participants were 12 sales employees. Data were collected using five open-ended interview questions based on Appreciative Inquiry and a Growth Mindset measure. Data were analyzed through content categorization, frequency consideration of identified issues, and SOAR Analysis, together with descriptive comparison of pre- and post-activity scores. The findings showed that the key issues used as a basis for development were openness to diverse perspectives, communication and experience sharing, and collaborative learning among team members. These issues were developed into two projects: “PERSPECTIVES” and “SPEAK OUT.” After approximately two months of implementation, the PERSPECTIVES project showed an increase in evaluation scores from 41.75 to 63.75, representing a 52.69% increase. The SPEAK OUT project reflected process outcomes in participation, expression of opinions, and the emergence of a Team Leader-like role within the team. Overall, the guidelines developed from employees’ experiences and participation could be used as a preliminary tool to support self-problem-solving and collaborative learning within the sales team.