YAKKATECH, INC.

Organisational Behaviour And Resource Management (BSGF6101)

CASE STUDY

SYED SAAD SALMAN

: Profesor Dr. Hamzah Bin Hj Abdul Rahman . | BGG160019
0|Page
 YAKATECH, INC

QUESTION # 1

What symptom (s) in this case study suggest that something has gone wrong?

---------------------------------------ANSWER ---------------------------------------------

1) Employee Dissatisfaction

The personnel had been also demotivated and feel monotony and tiresome inside of
their do the job. Determined by employees survey, it described that employee felt
disconnected while in the results of the get the job done. A few of also have been not
impressed with ongoing conflict with individuals in other office and also the pressure
of serving dissatisfied. Soon after salary adjustment, some employee was overheard
they get pleasure from to operate elsewhere but are likely to not regulate to leave the
organization

2) Productivity and quality of customer service

Customers issues concerning low quality support nevertheless boost with enhancement
of Yakka Techs purchaser assist business which has almost bending in the previous 5
years. There is been feedback during the clients proclaiming that personnel seems
indifferent for their problem, gradual response to dilemma whenever the situation
necessitates the participation in surplus of one office. Clients required to constantly
teach the client assistance employee close to the data on their own personal IT
techniques infrastructure. Aside from that, staff transpire to become careless in fixing
consumer issues these sorts of interdepartmental conflict worker failed to bother to
ahead tickets which should really happen for being allotted to a different office.

3) Employee turnover

Elevated amount of employees turnover that result in boost of labor costs as a

consequence of the price of recruiting new complex team as well as the lower efficiency
of new workers that also brought about effect to companys profits. In addition to that,
worker referrals have developed to be exceptional events, while earlier represents a
considerable offer of experienced position seekers.

Page | 1
QUESTION #2

What are the main causes of these symptoms?

---------------------------------------ANSWER ---------------------------------------------

1) Personnel competency.

Precisely the exact same dilemma significantly in few of days subsequent the technique
have already been repaired should not transpire if the particular person is competent
enough. Proficient workforce can identify the problem and learn the real induce.
Minimal quality expert services also guide by way of the incompetent workforce.
Gradual response to clients trouble almost certainly simply because of lack of skill with
no advice from senior workers. Due to the fact the Yakka Techs workforce are properly
trained according to practical specializations, they couldn't discover when the challenge
originates from other field or involving inter similar difficulty.

2) Improper system in place.

In other standpoint, the corporation need to have a way in place to determine around
the repetitive challenge. This offers terrible position on the group once the identical
situation transpire continually. Distinctive notice require to provide to the recurrence
problems. A further standpoint, the single that segregate the issue triggered by purchaser
to relative office should be able to present exact analysis all around the consumer
difficulty to circumvent deceptive.

3) Demotivated staff.

This end result while in the higher employee give up job at Yakka Tech. They don't
have passion to lead towards the firm. This could result in very poor quality service.
The de-motivational component also establish when the employees felt the job they do
is monotonous. They considered tired of the activity and basically earning a living for
their wage and to just end up the month.

Page | 2
QUESTION # 3

What actions should Yakka Tech executives take to correct these problems?

---------------------------------------ANSWER ---------------------------------------------

1) Establish employee competency.

To verify all the worker are knowledgeable, they have to develop a method to find
out the competency. By way of example, they're ready to carry out evaluation to
measure the competency from the staff members. In addition to that, they ought to
offer obligatory and extra training for his or her employees to include value and
expertise. Mentoring process is usually completed to guarantee speaking about of
knowing and encounters.

2) Overall Performance Rewards.

In order to aid the increased effectiveness staff members, they should provide
rewards in accordance to effectiveness. Working with this process, it will motivate
Yakka Tech workers to accomplish better just about every so typically. Responses
from customers are also required to evaluate staff effectiveness. With no doubt, the
status of the firm inside the eyes of customers will boost by finding better general
performance team.

3) Job Rotary system

To avoid the employee felt bored for the reason that of preserve able or purposeful
specialization for virtually any lengthy time, task rotation could be applied. Job
rotation can offer further expertise in direction of the worker and what's more, it can
set up multi-skills workforce after specific period of time. Workers will also value
their work for the reason that they comprehend the full system & the significance
of each a part of total technique.

Page | 3