Case Study: Personality and Values at Telstra $-$ Q $1-3$

Telstra, Australia's largest telecommunications company, is known for its widespread network

coverage and innovative services. As a major player in the industry, Telstra places a strong

emphasis on customer service, technological advancement, and operational efficiency.

However, with its large workforce spread across the country, Telstra also faces challenges in

aligning individual employees' personalities and values with the company's goals and culture.

James, a customer service representative at Telstra, has worked with the company for over five

years. James values consistency, clear communication, and a strong sense of responsibility in

his work. He takes pride in helping customers resolve their issues and believes in going the

extra mile to ensure customer satisfaction. His approach has earned him positive feedback from

customers and recognition from his supervisors.

Recently, Telstra introduced a new performance management system that emphasizes speed

and efficiency in handling customer inquiries. The company's leadership believes that reducing

the time spent on each call will lead to higher productivity and increased customer satisfaction.

However, this new system conflicts with James's values and work style. He feels pressured to

rush through customer interactions, which goes against his belief in providing thorough and

personalized service.

James also noticed that the new system has led to a more competitive environment among his

colleagues, as they are now measured against strict performance metrics. This shift in focus

has created tension within the team, with some employees feeling stressed and demotivated.

James, who values teamwork and a supportive work environment, finds it challenging to adapt

to this new culture. He is concerned that the emphasis on speed over quality could damage

Telstra's reputation for excellent customer service.

As the pressure to meet performance targets increases, James is beginning to question whether

he can continue to work effectively in this environment. He wonders if his values are still

aligned with Telstra's evolving corporate culture.