ADMS 1000 Lecture Notes - Lecture 39: Human Resource Management
3 May 2018
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ADMS 1000 Lecture 39 Notes – The Proposed Solution
Introduction
• FloFi’s eploees are ot traied to proide ustoer serie, ad the see their
work mostly in technical, or mechanical, terms.
• Quite a few are actually anxious about speaking directly with customers.
• The order processors and billing representatives realize customer service is part of their
job
• They also find dealing with negative feedback from customers and co-workers taxing.
• A couple of months ago, a human resource management consultant were hired to
survey FlowFix employees about their job attitudes.
• The results, shown below on a scale of 1 to 5, indicated that FlowFix employees were
less satisfied than employees in comparable jobs.
• The tale elo proides a reakdo of respodets’ satisfatio leels aross a
number of categories.
• The company is in trouble, and as revenues shrink and the cost savings that were
supposed to be achieved by dividing up work fail to materialize, a change seems to be in
order.
• Tyron proposes using cash rewards to improve performance among employees.
• He thiks if eploees ere paid ased o ork outoes, the’d ork harder to
satisfy customers.
• Beause it’s ot eas to easure ho satisfied people are with the initial call-in, Tyron
would like to give the order processors a small reward for every 20 calls successfully
completed.
• For the hands-on work, he would like to have each billing representative collect
information about customer satisfaction for each completed call.
• If no complaints are made and the job is handled promptly, a moderate cash reward
ould e gie to the pluer or pluer’s assistat.
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