Mgt501 Module 1 Case Assignment

TUI UNIVERSITY

Clarence J. Maine

Module 1 Case Assignment

ETH501 : Mgmt. and Org. Behavior

Dr. JD Eveland

September 18, 2010

INTRODUCTION

This essay is a discussion of the Telebank organization. The primary focus of this essay is to determine if the social-technical machine is efficient and beneficial to the Telebank organization. This essay will first dissect the various parts of the Telebank organization and conclude with an opinion about the efficiently of the organization.

THE COMPANY ORGANIZATION

The company structure is strictly a functional structure. The structure is vertically small also basically called flat. There are three levels the CSR, team leader and the call center manager. There is a chain of command as each worker is a part of a team with a team lead and the line of authority is clearly defined. The CSR have only one team leader and the team leader reports to the call center manager.

This structure works because the company only produces a single service for the banks. The company is organized in a textbook manner with all the checks present also. The chain of command is present as on can see the flow of punishment and or reward in the article from top down. As stated in the Five Approaches to Organizational Design, this “functional structure features well-defined channels of communication and authority/responsibility relationships”

THE TECHNICAL SYSTEM

The technical system comprises of a call system and software known as Feature Net which is an automatic call distribution system that provides a flow of calls to the customer. This steady flow of call allows all the CSR to receive a constant flow of calls. The technical system also allows calls to be recorded and used for training purposes. The technical system also gives manages an awesome amount of data on each CSR. The technical system seems to have some draw backs. The managers states the productivity of the whole system can be negatively...