MGMT 160 Lecture Notes - Lecture 9: Customer Service Training, Job Enrichment
27 Oct 2020
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Skill variety (less of an issue, although if do more simple jobs than prefer, could feel low) Task id (low since do not decide which jobs to take) Task signi cance (high - direct impact on customer satisfaction) Autonomy (low - frustrating when sent to do jobs overquali ed for) Feedback (receive lots neg from customers when rates high for simple jobs) Task id (low since do not see cases from start to nish) Autonomy (don"t choose which jobs to go to) Feedback (receive lots of neg from customers when need reschedule) Team-based approach (teams of each role review cases together and schedule in batches, have ps/pas supervise ops) sv, ts. Job enlargement (supervisory role, do some trainings of ops, attend customer service training) sv, a. Id for brs and feedback to ops) f. Team-based approach (teams of each role review cases together and schedule in batches, have ps/pas supervise ops) sv, ti, a.
