For the case in view we are going to discuss case of Pranali.
Pranali has following profile:
Age: 33 years, Qualification: B.B.A. She was from Pune Maharashtra. 4 years experience as a tele-caller in one of the BPO Company. Company entered into contract with educational institutes and council prospective customers - students for particular cases. Company preferred students from particular city of Maharashtra like Pune, Nashik, Kolhapur, and Mumbai. She worked with team of five members, each supposed to call a student, asked them about qualification, family background, financial situation, interest, job experience if any and guide them accordingly.
Team was supposed to complete the given target of 600 calls in a day, individually 150 calls a day. In case if anyone is absent or sick in that workload would be shared in a team. After completion of target they were supposed to report to team lead. The productivity was good because of teamwork, coordination and targets were always achieved.
She was happy and satisfied. Initially she got many rewards for work and prizes in cultural events. After 4 years she was searching for new opportunity as current salary was less according to her. She cracked an interview of one company with same profile and salary hike. New company was also providing educational services to the student where targeted students were from Maharashtra as well as outside of Maharashtra. The Emphasis was on process based approach. They used to divide available data state wise and distribute among five members including Pranali. Pranali was responsible for Maharashtra state. She was supposed to complete near about 300 calls in a day and submit report at the end of day. Process as well as methods of analyzing calls was different. Due to no team work and higher expectations from individuals, her workload as well as responsibility increased. Process based approach; different methods of analyzing calls impacted her performance.
For motivation they offered incentive scheme but performance tracking system were lacking somewhere.
Increase in workload, absence of motivation and team work she got frustrated and resigned after 1 year.
Questions
1. Analyze & interpret the case as a HR Head.
2. Which organizational culture is most effective and why?
3. Do you think it should depend on nature of work?
4. Do you think teamwork motivates member to perform well?
5. Positive and negative sides of both people oriented and process oriented approach?
Pranali has following profile:
Age: 33 years, Qualification: B.B.A. She was from Pune Maharashtra. 4 years experience as a tele-caller in one of the BPO Company. Company entered into contract with educational institutes and council prospective customers - students for particular cases. Company preferred students from particular city of Maharashtra like Pune, Nashik, Kolhapur, and Mumbai. She worked with team of five members, each supposed to call a student, asked them about qualification, family background, financial situation, interest, job experience if any and guide them accordingly.
Team was supposed to complete the given target of 600 calls in a day, individually 150 calls a day. In case if anyone is absent or sick in that workload would be shared in a team. After completion of target they were supposed to report to team lead. The productivity was good because of teamwork, coordination and targets were always achieved.
She was happy and satisfied. Initially she got many rewards for work and prizes in cultural events. After 4 years she was searching for new opportunity as current salary was less according to her. She cracked an interview of one company with same profile and salary hike. New company was also providing educational services to the student where targeted students were from Maharashtra as well as outside of Maharashtra. The Emphasis was on process based approach. They used to divide available data state wise and distribute among five members including Pranali. Pranali was responsible for Maharashtra state. She was supposed to complete near about 300 calls in a day and submit report at the end of day. Process as well as methods of analyzing calls was different. Due to no team work and higher expectations from individuals, her workload as well as responsibility increased. Process based approach; different methods of analyzing calls impacted her performance.
For motivation they offered incentive scheme but performance tracking system were lacking somewhere.
Increase in workload, absence of motivation and team work she got frustrated and resigned after 1 year.
Questions
1. Analyze & interpret the case as a HR Head.
2. Which organizational culture is most effective and why?
3. Do you think it should depend on nature of work?
4. Do you think teamwork motivates member to perform well?
5. Positive and negative sides of both people oriented and process oriented approach?