Expectancy (or E>P expectancy) relates to whether an employee can achieve the performance standards expected of them. This is likely to be low because expectancy (E>P) with respect to good service quality is undermined by a time consuming referral process which relies on an overloaded decision maker (department manager) that may not be the ideal person for making routine service decisions. This suggests job design is a causative (primary) problem because the way work is organised is impeding on the expectancy of operators regarding customer service. Too little decision making discretion is given to the team leaders and the departmental leader would appear to be overloaded with routine decisions as a consequence. The lack of cooperation with other departments is also hindering E>P and given this teamwork problem should also be addressed by leadership, there are clear indications there has been insufficient investment in leadership and team development (another primary problem).

Expectancy (or E>P expectancy) relates to whether an employee can achieve the performance standards expected of them. This is likely to be low because expectancy (E>P) with respect to good service quality is undermined by a time consuming referral process which relies on an overloaded decision maker (department manager) that may not be the ideal person for making routine service decisions. This suggests job design is a causative (primary) problem because the way work is organised is impeding on the expectancy of operators regarding customer service. Too littke decision making discretion is given to the team leaders and the departmental leader would appear to be overloaded with routine decisions as a consequence. The lack of cooperation with other departments is also hindering E>P and given this teamwork problem should also be addressed by leadership, there are clear indications there has been insufficient investment in leadership and team development (another primary problem)