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.

If you had been hired instead of Dr. Spears, based on your current knowledge of how to design jobs to maximize their motivation potential, what recommendations for change would you have made and how would you have gone about implementing the redesign?