Problem Statement

YakkaTech Ltd is handling the different types of customer service centers that are not fully resulting in complete satisfaction of the customers resulting in higher dissatisfaction of the customers and highlighting the issue of poor customer service primarily due to the complaint allocation system followed by the company and the lack of involvement and motivation of its manpower on the job. Each time the customer complaint is raised, it is assigned to the new employee even when the problem is the same that was handled by the different employee in the past resulting in the lack of complaint history and personalized approach of the employees towards the customer complaints. The problem was further aggravated by the higher turnover of the employee and however, with the help of many attempts and various incentive programs, the company was able to overcome the issue of high turnover, but the issue of poor customer service prevailed as the employees were not connected with their jobs, they lacked dedication and the feeling of any excitement on the job because of lack of job enrichment. The Management is not able to have the right type of customer complaint allocation system as each type of new employee deals with the complaint that also results in non-personalization of the employees with the customer complaints as they are not responsible for the customer complaints. The management must change the customer complaint system and improve the involvement and dedication of the employees by putting more effort to have job rotation or job enrichment for the employees.

Key Facts & Key Success Factors

• Why the employees are not motivated to help customers despite getting the best wage in the industry.
• Is the selection and training occurred appropriate as the clients are teaching the employees about the IT system infrastructure.
• The clients who are repetitive in calling their calls would be audited to know that whether the previous advisor has addressed the query efficiently or not. If not then, some reprimand steps had to be taken.
• Employees would be given an incentive on their ratings given by the customers. There would be a rating parameter and if the advisor scores well on that, he would be given an incentive.
• There should be a team leader of every team who can track his/her employees performance and see to it that they are not rude or impolite with customers.

Stakeholders

The customers - The customers are going to be affected by the given situation as if their complaints are not addressed properly and the employees are not dedicated to resolve their problems and satisfy them, this will result in greater issues and future complaint that can hamper the customers from enjoying and using the product.

Employees - Employees will also be affected by this situation as if they are not satisfied with the job, they will not be happy in serving the customers and this will have a negative impact on their performance. if the employees are demoralized and not involved on the job, they may look for new job opportunities and this can result in the loss of different benefits that are provided to the employees by the company after completing the specified tenure in the organization.

Management - The management has the tight rope to walk as the prevailing situation will result in a two-dimensional issue. First, the performance of the company will dip as the employees are not dedicated. The high turnover of the employee also results in poor customer service, high cost of recruitment and selection, and then facilitating the training to the new employees. The demoralization and non-involvement of the employees will result in poor customer service that can affect the business.

Shareholders - If the customers are not satisfied, employees are leaving at a higher rate than the profitability or return on investment of the shareholders will be adversely affected.

OB Issues and Analysis

Yakka Tech's employees relationship with the clients. If the client experiences the same problem again after few days, then the problem is taken by the different employee, and so the good relationship between the employees and client does not develop and the persistent problem exists further.

• Lack of coordination. Since slow response and more than one department get involved simultaneously.
• Management challenges regarding the cost of employment. Since the recruitment cost becomes challenging partly due to employees turnover rate increases at the contact centre and hence the cost of recruitment of new technical employees and low productivity of new employees become a challenge for Yakka Tech. Management challenges to improve the service. Customer expectation concerning customer complaints and services was underperformance and productivity below expectations.
• The communication gap between the employees and lack of coordination. Employees are careless at solving g the customers' problem and do not bother to forward the tickets to that have been assigned to other departments.

Any business will have employees who dont get along from time to time. Whether its because of differences in their personalities, lifestyles, opinions or some other factor, sometimes employees just dont mesh.

When theres discord in the workplace, it affects everybody. The resulting tension not only makes the office environment uncomfortable it can also negatively impact your businesss productivity. At the same time, the old saying that iron sharpens iron represents the upside of the situation. Handled constructively, employee conflict can lead to healthy competition, process improvements, innovation and enhanced creativity.

Put simply, employee relations' (ER) is the term that defines the relationship between employers and employees. ER focuses both on individual and collective relationships in the workplace with an increasing emphasis on the relationship between managers and their team members.

Employee relations covers the contractual, practical, as well as physical and emotional dimensions of the employee-employer relationship.

The term employee relations are also used to highlight the efforts a company or the HR department makes to manage that relationship. These efforts are usually formalized in an employee relations policy or program.

ER is a crucial factor when it comes to overall organizational performance. Why? Because good employee relationship management translates into increased employee wellbeing (and performance). And, since employees are the engine of any organization, you want to make sure that both employer-employee and cross-employee relations are well-maintained.

List Three Alternatives

1. The company should implement the job rotation and job enrichment exercises so that the employees can feel more excited and involved with their job and they can focus more on addressing the complaints of the customers

Pros & Cons

This is a great option as job rotation and job enrichment exercises would improve the morale of the employees. They would feel a sense of satisfaction when they can resolve customer issues. These exercises would enhance the skills and knowledge of employees to handle any type of queries from any department. However, the disadvantage of this option is that employees might resist change and it is time-consuming.

2. Develop the harmonious the relationship between the different departments by connecting their goals with each other in such a way that they cannot achieve their goal in the standalone situation as this will help to have better-coordinated efforts

Pros & Cons

This option would encourage a coordinated approach to achieve the business goals together. This option would enhance good business relationship between departments so that they all would work to achieve the shared goals. Since their goals are inter-connected, there would be more cooperation from inter and intra departments. However, the disadvantage is that there would be conflicts within the department. Though they have shared goals, the inter/intra departmental conflicts need to be reduced first to have a collaborative approach in the organization.

3. The company should also implement the employee appraisal method that should be related to the customer satisfaction level and the ticket assignment must be changed in which the same type of complaint from the same customer has to be directed to the employee who has addressed the complaint in the past. This will result in greater accountability.

Pros & Cons

This option is the most welcomed change in the organization. Yes, they should implement the employee appraisal method that is related to customer satisfaction. Additionally, in ticket assignments, the same customer should be directed to the employee who has handled their queries in the past. This increases accountability and responsibility among the employees and provides a greater customer experience to their customers. However, the disadvantage is employee resistance to this new model as they are accustomed to their traditional practice of being lethargic and irresponsible in their ticket assignments. This challenge can be overcome by linking their performance with customer satisfaction.

Recommendation

Organizational Behavior refers to the study of the behavior of the people working in an organization and their performance demonstrated in an organization. As per the theories and the concepts of organizational behavior as well as their evolution, the best relevant solution or approach as applicable and best suitable to address the issues mentioned in the case would be the last option to implement the employee appraisal method related to the customer satisfaction level along with the ticket assignment be changed in which the same type of complaint from the same customer has to be directed to the employee who has addressed the complaint in the past, leading to greater accountability of all employees. This solution best demonstrates the theory of organizational behavior also referred to as Scientific Management, explaining mainly four principles, such as, scientific approach for each element of ones work, scientifically select, train, teach and develop each worker, cooperate with workers to ensure that jobs match plans and principles and focussing on task performance, supervision and motivation of employees.

Contingency Plan

1. Symptoms that suggest that something has gone wrong:

That symptoms that suggest that something has gone wrong would include customer complaints regarding poor quality services, increasing rate of voluntary employee quit in the contact center that has risen above the industry average, inter departmental conflicts due to inability of answering all dissatisfied customer queries, increased employee turnover that can lead to increased labor costs because of recruiting new technical staff & lower productivity of new employees which can contribute for decline in companys revenue.

1. Main causes of the symptoms:

The main causes of all these would include ineffective management structures whereby management fails to understand the employee problems that are faced by the employees & essential needs, motivation & drives of employees that make the employees demotivated & less satisfied with their job. This has led to poor customer service, job quitting & low performance. There was also poor segregation between the departments that has resulted in conflicts among the departments that contributed to the organizations downfall.

The employees also had lack of commitment in dealing with the customers that has resulted in their poor performances. The employees were also not given multi-tasking skills that resulted boredom, monotonous in job & also feeling of being neglected by Yakkatech. Actions to be taken by the employees:

1. Create & establish a goal setting program that can motivate the employees.
2. Creating a system of feedback between the management & the staffs to improve on skills & training of the employees.
3. Performance management systems that provide precision through goal setting & training.
4. Providing various courses like training courses, motivation courses, stress management & all other relevant courses.
5. Create a chance for the employees to give suggestions for the betterment of their work through surveys & group meetings that can show the commitment & involvement to any organization.
6. Improving communication between departments for a more organized system.
7. To create a database for the consumers that can help to easily retrieve the consumers profile in case of any queries.
8. This system must be shared among the employees who can help them to access & track any previous queries.
9. Applying current situation to five job characteristics:

The five job characteristics that can be applied to the current situation would include personal goal setting, constructive through patterns, self-monitoring, self-reinforcement & all comprising together to form a character of self-leadership.

Make an executive summary on the information above