This case deals with an airline company that, in the aftermath of 9/11 decided that it needed to retain and increase its market share as well as improve the morale of its front line employees. It initiated a work improvement program (WIP) in its reservations office with the intent to implement job enrichment. One area of the department (G&T), separate from the rest of the reservations agents, consistently achieved higher results and higher morale than the general reservations department. As a result of the WIP, business results and morale in the general reservations department deteriorated and the project was discontinued.

Using job design concepts and theories, explain why the WIP was a failure within the Reservations Department.