interpersonal Relations Case 11.1 How Do You Motivate a Coupon Sorter? requirements too high. I suspect that the best coupon sort- The R. G. Blair Company specializes in the distribution and ers would have average to below-average intelligence. Peo- redemption of coupons for groceries and household prod- ple brighter than that would become restless sorting ucts sold at supermarkets, convenience stores, and discount coupons." department stores. At the heart of its operation is a huge ing procedures for hiring coupon sorters. After eight Lance took Jennie's advice and did install new screen- coupon sorting department. The task of sorting coupons into appropriate boxes is performed manually by employ months of using these procedures, it seemed that some of ees of different ages. Each coupon sorter is surrounded by a Lance's original problems were under control. Turnover never-ending supply of thousands of coupons. Each day, was down, and the newly hired employees seemed to enjoy each hour, the work is the same-sorting coupons into their work. Several of the new employees even took the their appropriate boxes and sending the boxes on to the initiative to thank management for having given them a next department responsible for their processing. job just right for them. One day, Jennie, manager of the coupon sorting Lance noted, however, that productivity within the department, was visited by Lance, her counterpart in group was below company standards. Although the cou- another location of the firm. As I mentioned over the pon sorters seemed to be enjoying their work, they were phone," said Lance, "I am really curious about how you too relaxed. They did not seem to pay much attention to folks are running' your coupon sorting department. You the output figures suggested by the company. seem to be doing well, and we're having loads of trouble." Lance paid another visit to Jennie, and said: "This "Thanks for the compliment," said Jennie. "But what time I have another tale of woe. The suggestions for lower kind of trouble are you having?" ing the problem-solving ability requirements have helped "Our problem is turnover. It's vicious. We're having a me reduce turnover. And some of the people we hired are tough time keeping employees on the job for more than a good workers. But I think we have a bunch of contented few months. We have only three satisfactory employees in but not highly motivated workers. They like their jobs, but the department who have stayed with us over one year." they are working at a pace below what the R.G. Blair "Lance, what do you see as the basic problem?" asked Company wants. Jennie. "What advice can you give me to get these coupon "It must obviously be the job itself. It's a nightmaresorters to hustle a little? As you know, there are strict lim- for the average person. The job isn't even clean. After a its on what we can pay them." while a lot of the ink on those coupons comes off on your Case Questions hands and clothing. The employees are forced to wear 1. What motivational approach do you suggest be smocks and Latex gloves unless they want stained clothes and hands. And the coupons never stop arriving." implemented to increase the productivity of these "What screening devices has your human resources 2. Why not just fire the poor performers? coupon sorters? department used in selecting employees?" inquired Jennie. 3. Putting on your information technology hat for "We are trying to be as thorough as we can in terms of the type of people we hire for the job of coupon sorter. We a moment, how could the job of coupon sorter check references. We even use psychological tests. We look be automated? Or is this a job like that of a cake for solid citizens who are fairly bright." decorator or brain surgeon that cannot be automated Jennie responded, "Lance I think I've located your to a large extent? problem. You are setting your problem-solving ability What advice could you give to get these coupon sorters to step up their game? In your own words, describe your thoughts. interpersonal Relations