1.What symptom(s) in this case suggest that something has gone wrong?
In this case, there are few symptoms clearly stated that something has gone wrong for this company. These symptoms can be classified into two main areas; one is the negative feedback from the customers and another one if from its own employee’s job dissatisfaction.
As stated in this case, the customer services business has grown doubled in the past five years as the advancement of technology allowed employees to investigate most software and hardware system faults from the center through remote monitoring. However, as the business grows, there are possibility of increasing work load and pressure that causes the rise of those negative feedbacks from both customers and employees.
First of all, the symptoms that suggested something had gone wrong includes the company was unable to live up through their customer’s expectation. This is shown by the increasing complaints regarding poor quality service by customers. Customers have commented that employees seem indifferent to the client’s problem, not enthusiastic in assisting and helping them. Besides, they also commented that they are receiving slow response to their problem where solving their issue requires the involvement of more than one department. This might due to poor procedure flow. Moreover, their customer also commented that employees are lacking of knowledge regarding client’s unique information technology system infrastructure.
There are more symptoms being detected in employee side which include increased in employee resignations above industry average and employee referrals become rare. Employees are complaining about monotonous work where the work is lacking in variety and interest. Employees also commented that they are disconnected from the consequences of their work, where the outcome of their service is not made known to them. Conflicts that frequently occur among employees with different departments also a symptom that showing appropriate action must be taken by the management. Employees also complaining about the stress level are increasing when serving dissatisfied clients.
It is clearly that the company is experiencing some growth; however, the management needs to find a solution to solve the arising issue where their employees are lacking of motivation in their job. However, the executive team’s decision to raise pay rates for its customer service staff and the vested profit-sharing plan does not improve the employees’ work performance or customers’ satisfaction. 2.What are the main causes of these symptoms?
The main cause of these symptoms is the lack of motivation among customer service employees. As according to the results of employee survey and informal comments given by employees, we can conclude that most of the employees do not meet their job satisfaction. This is the main factor for the lack of engagement in doing their task, ended with poor performance in their customer service. The work effectiveness is strongly affected by employees’ work motivation and job satisfaction.
The lack of motivation among customer service staff is caused by several factors which include the boredom from monotonous work, feels disconnected from the consequences of their work, conflicts with other departments and the stress serving unhappy clients. All of the above causes are leading to job dissatisfaction among employees which then driving poor quality service to their customers. They are lacking of common goal in their task.
The relation between those factors and motivation level among employees can be explained by the Job Characteristic Model. According to Job Characteristic Model, five core job dimensions, skill variety, task identity, task significance, autonomy and feedback from job, produce three psychological states among employees and lead to higher level of internal work motivation, job satisfaction and work effectiveness. From the employee survey and informal comments, it is clear that the job is lack of variety and lacking of feedback from job.
In addition, problem within the structure of the company causing conflicts between departments. This might due to lack of proper channel of communication from the time of query have been made by customer and the ticket is issued until the problem has been resolved. Besides, high quit rate and lower productivity among new employees is another reason causing poor quality service to customers.
The overall scenario does not improve but turned worst instead when the management takes the wrong approach in solving the problem by rising employees pay. The problem and causes of the poor quality service is not been analyzed and identified, thus there is no positive impact by just rising pay rates to customer service staff. This can be further discussed as ineffectiveness of reward. The reward given is not linked to the work performance; as the results, employees do not experience the positive emotions even when they receive higher pay or incentive from the vested profit-sharing plan. 3.What actions should Yakka Tech executives take to correct these problems?
Yakka Tech executives should take few actions in order to correct these problems. These actions mainly focus on three parts, first is on boosting up employees job satisfaction to increase their job motivation. Secondly, the management should implement a better and more organize system for the flow of query between departments. Thirdly, the Yakka Tech executives should reconstruct the reward system in order to improve reward effectiveness. These problems must be properly addressed and analyzed before the company implements new solutions. Management shall gather more information regarding the factors causing employees job dissatisfaction which results in poor quality service.
Productivity among employees is strongly related to their job engagement and job motivation. As in this case, the executives should establish a goal setting plan in order to help employees have a clear goal on their job which help in motivating the employees. By setting a precise goal can also help to motivate employees to stay in track. In addition, the executives can establish a feedback system to promote communication between management and staff. Set a regular employee survey, group meetings or other feedback system to enable employees to share their thoughts to the management. This is to allow the management to detect those areas that need improvement to have better employee engagement.
An organized system is vital in any organization in order to promote smooth work flow. Yakka Tech should implement a better and more organize system to solve the communication problem between departments and the flow of query between departments. A clear procedure of work flow should be set and made known to all departments that involve in addressing customer’s problem. Moreover, adequate training for new employees and ongoing training for employee is important. This is to keep employees skills up-to-date and increase productivity.
Reconstruct the reward system to promote reward effectiveness. The rates of pay do not increase productivity, but employee engagement does. The executives should come out a better incentive scheme to motivate their employees. For example, reward is given to employee who receives good comment from their customer or annual bonus is given to the team when the complaints rate is lower than the benchmark. The reward given should be always linked to the employee performance and the management should provide relevant reward the valued by their employee.