organisation behaviour question

Section A Case Study: Puzzle at Amigo Furniture Marketing department of Amigo Furniture developed a new advertising campaign for festive sales. The ads were particularly aimed at various events where the innovative foldable tables and chairs are mainly for the purpose of outdoor assembly. However, the production department had not been notified of the marketing campaign and was not prepared for the increased demand. Due to the internal systems not operating efficiently, the company was forced to hire contract (i.e. temporary) staff to cope with the furniture making. Consequently, the job performance from the contract staff was declining rapidly due to lack of knowledge. One of its production outlets was experiencing approximately half of its contract staff reporting to work late regularly. As such, the production line occasionally gets deferred due to the temporary shortage of manpower in the early hours of the day. Staff who arrive on time suffer because they need to wait for the rest of the staff to present at the workplace so that they can begin with certain interdependent tasks. The lack of communication among the staff weakened the production department to maximise its output further as the supervisors of contract staff are not punctual to carry out the coordination task. A meeting with the supervisors revealed that they are unaware of the importance of being at the site every morning as they think that it is only important for lower-level staff who deal with the tasks to kick start the production. The supervisors find that 'face time' in the early morning does not support their task goals. To reduce the cost incurred, limited numbers of tools were used by the contract staff, the machines are mostly old-fashioned and there was no action being taken to replace a new one. In addition, they have to share the equipment with the permanent staff and that causes further delays with the entire production process. Although the human resource has taken the initiative to recruit new permanent staff, however, the company policy favoured fresh graduates as a means to cut expenses further, since the intern's initial pay is much lower due to little or no working experience. In the meantime, the furniture produced by the production staff are making their way down the line to the quality control department where it will be packed for shipment to clients. Employees at the quality control department are primarily responsible for the finishing goods because they are the last ones to check the products before distributing from the factory. The quality control performance is measured by an index of customer complaints and goods returned. The staff are moved to reject any furniture that does not meet quality standards. However, employees at the production line earn bonuses based on their output and rejection rate - the fewer the number of finished products rejected by employees at the quality control department, the fatter the bonuses earned by the employees at the production department. This has inevitably created conflict between the production and quality control employees. Production employees complained that their quality control colleagues are too fussy about the product quality, and quality control employees dislike the production site questioning their quality control decisions. Because both departments are located at different sites, they hardly have the opportunity to communicate with each other. This leads to possible distorted perceptions by means of differences in values and beliefs. Section A Continued) The management has approached you and sought your consultation because you are an expert with the knowledge in organisation behaviour. They want you to contribute the understanding of individual behaviour and give valuable advice on the source of conflict experienced by the employees. Source: "Edited from https://www.scribd.com/document/141360794/Organizational- Behavior-docx-CASE-STUDY." Q1. (a) Based on the case study above, you are required to apply MARS model to diagnose the problems encountered by Amigo Furniture with regards to the contract staff at production department. (b) Identify and describe THREE (3) sources of conflict arise between the production department and quality control department