Chapter 10, Problem 3VC

Summary Introduction

Case summary: Person J of A Company, which provides call centre and receptionist services for other business, had expanded from one-man company to a strength of 650 employees. Earlier A Company suffered from high-turnover rate that is usual in the cell centre industry. Thus, Person J chose to reorganize the business to concentrate on employee satisfaction and wellness. Person J developed new set of company principles that motivated employees to think like customers and take care of each other. Person J introduced flexible schedules to and training programs Generation Y. Person J has even introduced an app to know the suggestions of the employees. Person J started a Dream On Program to help make selected employees “dreams” come true. Thus, because of the reinforcement, by A Company, employees were motivated and happy to be productive and thus are willing to stay at their jobs.

Characters in the case: The characters that in the case are A Company, and Person J.

Adequate information: A Company has restructured its business to focus more on employee satisfaction and wellness.

To discuss: Ways in which Person J increased employee motivation by understanding and adapting the motivational theories and the most appropriate theory.