Haystack’s Customer Services Business
What symptom(s) in this case suggest that something has gone wrong? Because employees can investigate most software and hardware system problems online and problems had to be diagnosed and resolved on-site, consequently, Yachted amalgamated its customer service operations into four large regional centers.
On the hand, Haystack’s customer services business has nearly increased woo times over past five year; on the other hand the increasing customers complained regarding poor quality services, employees seemed indifferent to the client s problems and were lacked of details of their unique IT systems infrastructure, in addition, Yachted’ voluntary employee turnover rate risen rose above the industry average. Even Yachted executives introduced pay rises and profit-sharing plans, these kinds of programs Just reduce employee’ turnover rate but customers’ implants and productivities still under the expectation. . What are the main causes of these symptoms? Cause 1: Yachted’ employees are lack of engagement. Employees felt disconnected and monotonous about what they were doing.
Using Mars Model to determine what happen, the employees lack 3 out of 4 factors (Motivation, Ability, Role Responsibility and Situational Factors) Cause 2: poor company culture This company have highly rigid organizational structure and Individual work, based n the structure, the employees are lack of communication, sense of belonging, common goal and commitment of whole organization. . What actions should Yachted executives take to correct these problems? Alternative 1 : Improving employees’ communication between different departments and create more efficient organization system. Alternative 2: Introducing personalized Incentives program, make sure suitable for every employees. Alternative 3: setting up feedback between manager and employees, periodically paving feedback back to employees how they perfume In the previous period, and ensuring employees are staying motivated.
This company have highly rigid organizational structure and individual work, based Alternative 1 : improving employees’ communication between different departments Alternative 2: introducing personalized incentives program, make sure suitable for every employees. Giving feedback back to employees how they perfume in the previous period, and