1. What symptom(s) in this case suggest that something has gone wrong? In this case, there are few symptoms clearly stated that something has gone wrong for this company. These symptoms can be classified into two main areas; one is the negative feedback from the customers and another one if from its own employee’s job dissatisfaction. As stated in this case, the customer services business has grown doubled in the past five years as the advancement of technology allowed employees to investigate most software and hardware system faults from the center through remote monitoring. However, as the business grows, there are possibility of increasing work load and pressure that causes the rise of those negative feedbacks from both customers
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From the employee survey and informal comments, it is clear that the job is lack of variety and lacking of feedback from job. In addition, problem within the structure of the company causing conflicts between departments. This might due to lack of proper channel of communication from the time of query have been made by customer and the ticket is issued until the problem has been resolved. Besides, high quit rate and lower productivity among new employees is another reason causing poor quality service to customers. The overall scenario does not improve but turned worst instead when the management takes the wrong approach in solving the problem by rising employees pay. The problem and causes of the poor quality service is not been analyzed and identified, thus there is no positive impact by just rising pay rates to customer service staff. This can be further discussed as ineffectiveness of reward. The reward given is not linked to the work performance; as the results, employees do not experience the positive emotions even when they receive higher pay or incentive from the vested profit-sharing plan.
3. What actions should Yakka Tech executives take to correct these problems? Yakka Tech executives should take few