1. What symptom(s) in this case study suggest that something has gone wrong?
In this case study, the symptoms that suggest that something has gone wrong are the customer complaints regarding the poor quality services continue to increase with growth of Yakka Tech’s customer service business that has nearly doubled over the past five years, the increasing rate of voluntary employee quit in the contact center which risen above industry average, inter-departmental conflicts due to inability of answering all dissatisfied customer queries, increased number of employees turnover which lead to increased of labour costs due to the cost of recruiting new technical staff and the lower productivity of new employees which also contribute for declined in company’s revenue. The employees also were also de-motivated and also felt that boredom and monotonous in their work.
2. What are the main causes of these symptoms?
The main causes are the ineffective management structures, whereby the management failed to understand the problems faced by the employees and the essential needs, motivation and drives of employees, which led the employees to feel de-motivated and job dissatisfaction and eventually it led to poor customer service, job quitting and also low performance of the employees. A good and established communication between the management and employees were lacking and they are not directed towards a common achievement goal and the employees clueless in Yakka Tech’s direction and target. Also, the poor job segregation towards each department which led to conflicts between departments also contributed towards the downfall of this organization.
Employees have lack of commitment to the organization and this led them to either treat the customer complaints poorly or resigns from the organization. They lost the feeling of belonging and self satisfaction due to company rewards that not showing the real performance of each employee as well as the company performance over the time. No multi tasking skills or tasks given to the employees and monotonous work and surrounding leads to boredom and the feeling of neglecting by Yakka Tech.
3. What actions should Yakka Tech executives take to correct these problems?
Actions that Yakka Tech executives should take to correct these problems are: a. Create and establish a goal setting program, and this will help to motivate employees and help them to stay on track and for them to have a better evaluation of themselves. b. Create a feedback system between management and staff in order to improve on skills and training. This will become a feedback system that will be regularly checked upon to ensure employees are progressing and are staying motivated. c. Performance management systems need to provide precision through goal setting and training d. Intensive training courses, motivation courses, stress management courses and all other relevant courses and training to be provided for all staffs. e. Create a chance for all the employees to give their suggestions for the betterment of their work through surveys and group meetings since the employees are likely to show higher involvement and commitment to any organization when management encourage innovative ideas and creative thinking.
When employees feel that their ideas have some influence on the organization they work for, they are likely to show higher levels of engagement. f. Improve communication between departments through a better and more organized system. g. For each customer, there should be a database where all their details to be captured and each time when the customer call, the respective customer service person would be able to retrieve the customer’s profile to have a better understanding on handling the case . The customers’ profiles should also contain the previous problems or issues which were rectified earlier.
This system should show the client’s problems, the department who handled the issue and the name of employees who handled the case before and customers’ feedback. This system should direct all calls to the basic employs who handled the customer’s issues before. If that employee cannot handle the call at that time, supervisor of that employee should handle the call and hence, customers should not wait on the line to get service and the employee should call the customers back at their convenient time to lessen their frustration resulted from waiting on the line which may be considers as one of the main frustration factors.
h. This system should be sharable among all four regions in a way that enables all employees to access and track any previous queries, issues, or problems raised by the customers.