Organizational Behaviour Yakkatech Case Study Questions

1. The symptoms in this case that suggests that something has gone wrong are the employees' lack of motivation while performing their duties. YakkaTech has received complaints from their customers about poor quality service and their employees indifference to the customers' problems. Their customers are also receiving slower responses to their problems when it involves other departments of the company. Their customers are also complaining that they have to educated YakkaTech's employees about the details of their unique IT systems infrastructure. YakkaTech's employee turnover rates have risen above the industry average, which increased labour costs since they had to hire new technical staffs and lower productivity of new employees. Their employees have voiced that they find their jobs monotonous, feel disconnected from the consequences of their work, ongoing conflicts with people in other departments, and the stress of serving dissatisfied customers. After YakkaTech introduced their new rewards program, service quality and productivity remained below expectations and or worsened. They've had experienced employees continue to complain about work and have had other employees wanting to leave the company, but can't since they can't afford to leave YakkaTech. Their employee referrals have become a rare event and their employees have become careless in solving their customers' problems.

2. The main cause of YakkaTech's problems is the lack of job design and motivation. Their employees are performing the same tasks day in and day out, and so they are bored of their job. Since their motivation dropped, the quality of their work would drop as well. Another main cause of YakkaTech's problems is that their rewards program backfire. It didn't improve customer service quality or productivity. This also lead to employees being unable to leave the company because the money is tying them to the job. The employees have a higher continuance commitment rather than a high...