Organisation Principles

A Three Sided Coin

Scenario

Jason Butcher has been working with The People’s Bank of Trinidad and Tobago (PBTT) for three years. He started the bank in 2011 as a Part-Time Teller on contract at the Independence Square Branch. Trincity Mall Branch has been severely under staffed due to several staff member either being on sick leave or maternity leave so Mr. Butcher has now been transferred to that branch to assist as a Teller. Upon his arrival, on October 1st 2013 which happens to be the start of the financial year for the PBTT, the Manager at the branch, Mr. Brad Hutchinson was having a meeting. The meeting’s agenda were the goals, targets and customer service functions that were to be carried out throughout the year. Mr. Hutchinson informed staff that the tellers were to meet two referrals a month in order to aid in meeting the financial targets of the bank. Also, he advised that there would be three appraisals done per annum and three continuously exceptional appraisals would result in a ten (10%) salary increase.

As the year progressed only two of the ten tellers have been achieving their referral target per month, this excluded Jason. It was now time for the first appraisal to be completed and after four months at Trincity Branch Jason unlike some of the other tellers got excellent feedback from the customers but he has continuously failed to meet his referral target hence resulting in a mediocre report. During his appraisal the supervisor failed to consider his excellent customer service throughout the four month period coupled with some of his good deeds. He never got an opportunity to question – ‘Due Process’ in his appraisal as this was already the final verdict of the supervisor. Jason was disappointed and de-motivated as he thought customer service was more important than just passing on referrals to the loans department.

After performing the duties as a full-time teller for about four and one half months even though he was on contract he...