Yakka Tech

YakkaTech Case Study

Jamela D. Reeves

Keiser University

Dr. Lona Ford

Organizational Behavior/ MAN 571

July 22, 2012

Introduction

This case study emphasizes the present situation at YakkaTech. YakkaTech is an Information Technology Service company whose operations are spread throughout Australia and New Zealand. Yakkatech is currently facing several issues in handling its human resources, customer service, and poor quality of service offered by its customer service centers. This report will consider the situation within YakkaTech in reference to Managing Horizontal Accountability, Teams without Teamwork, Technology and Performance in Customer Service & Sales, and turnover dissatisfied employee. There is a solution which will reduce the employee turnover rate and improve customer service.

YakkaTech Background

YakkaTech is a firm that advises companies on installing software and hardware. It contracts for applying these systems at the clients’ sites. In addition, it operates four customer call centers to serve clients across several regions. This company is growing quickly and their customer service inquiries have increased tremendously over the last five years. YakkaTech has two main issues which have a major impact on the company’s overall service. The first matter is the quality of customer service offered by YakkaTech executives. The customers tend to complain about the slow response from the executives of YakkaTech. When clients have problems with their service, a ticket number will be created until the work order is resolved. The main concern is different employees manage the client’s problems almost every time the client contacts the customer service department. YakkaTech’s matter is a high turnover rate at Yakkatech. Several factors contributing are stress of serving dissatisfied customers, internal conflicts, and politics. Yakkatech has changed its compensation system to reduce employee turnover, but the service quality and production from the...