Institute Of Personnel Management Sri Lanka

NAME OF THE PROGRAMME : - Professional Qualification in Human

Resource Management

TOPIC OF THE CASE STUDY : - Organizational Behaviour

MODULE NUMBER :- Module 12

NAME OF THE LECTURE :- Mr. Dillon Gomez

For Office Use Only:

1. Final Marks : ………………………..

2. Remarks : …………………………

(To be filled by the Examiner)

Name of the Student K.P.N.S.Kodikara

Index Number PQHRM/64/10

Contact Number 011-2954621

E-mail sadushakpns@yahoo.com

Date of the Examination 2013.01.05

Date of Submission 2013.01.12

LATE SUBMISSION

NO OF DAYS

CASE STUDY COVER PAGE

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Introduction

Chris is the employee who has two and half year working experience in ABC bank. Before

six month Chris was transferred to another branch. In previous branch his performance is

excellent, but in a new branch his performance was very poor. Recently his immediate boss,

senior manager – credit become retired and new person was recruit for that position. Due to

the current senior manager – credit is new and poor performance of Chris, deputy general

manager decide to line manage Chris on a temporary basis for the past six months.

However, there have been complaints about his aggressive and surly manner both with some

members of the team and with customers. He also works out of another office and deputy

general manager have only had two conversations on the phone in six month. Five main

objectives on his work plan have not been achieved and there is no any record on training and

development.

Assumptions on this Case Study

Deputy General manager- credit is working in ABC head office and senior manager

and Chris are working in another branch.

There are six month working experiences to Chris in new branch and he has two year

experience in previous branch.

His previous branch situated near to his home and new branch is in out if his home

area. Therefore he unable to come to job daily from home

Chris transfer happened due to the unfair reason.

There is no any proper procedure to do employee transfers and to examine employee

complaints and grievances.

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Question 01

Analyse the effects of the above case on each of the stake holder.

Before we identify effects of the above case should identify the stakeholders that relevant

with this case study. In this study I identify following parties as stakeholders.

Customers

Staff members

Senior manager - Credit

Deputy general manager

Chris

Competitors

ABC organization

Effects on Customers

When we talk about the effects on customers there are so many impacts towards customers

that may be give a negative impact towards the organization too. Loss of faith about

organization is the most dangerous impact to customers. Because of customers complaints

and lack of customer service become reduce customer reliability towards organization.

Among that customer could be frustrated and dissatisfied. And also poor customer service

does not provide full customer service customer will have to face difficulties, because of

unsatisfied needs. It will be aroused customer complaints as well. Communication barriers

also can be arising and lack of communication can be give bad impact towards the customer.

An aggressive behaviour of Chris demotivated the customer attraction to the organization.

Therefore customer may be rejected that organization and they may be move to another

organizations. And customer may feel that organization waste their time. Legal issues can be

occurred cause of improper of customer service.

Effects on Staff Members

Employees are the key function of success in an organization. If employees become

demotivated achieving objectives is become too difficult. There are so many impacts,

especially in negatively to staff members due to this situation. In normal procedure all

members in Chris’s branch should reported to the senior manager – credit. But only Chris has

to report to the Deputy General Manager in head office. That is very unfair to other

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employees. It will be caused for demotivated employees as well as it will give bad impact to

other employee’s performance as well. Lack of team performance will loss the employee

incentives it going to be increased conflicts between team members like grievances and

disciplinary matters. Also employees may be felt they was treating as unequal, it may be give

negative impact to relationship between employees and it will be increase stress level of other

employees and they will feel their work life is unsatisfied.

Effects on Senior Manager – Credit

Senior manager – credit position holder is the newly recruited person for that position. One

reason for change the reporting and managing style of Chris is his/her new arrival to the

organization. That decision gives both negative and positive impacts to the position holder. If

we talk about the positive impacts direct supervision of deputy general manager towards

Chris will facilitate to minimize risks when controlling and monitoring employees. But

according to my view I think there are so many negative impacts than positive, in that direct

supervision of deputy general manger. The position holder may be demotivated and he will

harm the reputation and personality of him/her. And it will give impact to his/her carrier life

and he/she feels that decision discriminate him/her. And it can be reduce the confidence of

senior manager himself/herself. Poor communication may be aroused between senior

manager and Chris and it will be enhanced poor employee relationship between them.

Effects on Deputy General Manager

In here deputy general manager have to governs the employees who are in under his

supervision level. Among those additional duties and responsibilities, he become as work

loaded and it will increase his stress as well as his frustration level. Deputy General Manager

and Chris are in two separate branches and direct supervision for Chris is too difficult task to

deputy general manager. Also there is a positive impact on this direct supervision. In here

deputy general manager can give clear supervision to employees who are in the latter part of

organizational structure directly and it will help to enhance employee relationship with them.

Effects on Chris

Performance level of Chris in previous branch is better than current performance. The main

reason for his bad performance is unfair transfer from his previous branch to the new. It

might be occurred so many difficulties to the Chris and he was frustrated and geographical

changes might be made a psychological effect to Chris. And he may be loss the work life

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balance too. Among that he becomes demotivated and dissatisfied. Changing of his reporting

style (to deputy general manager) than other peers also he feels as discrimination of him by

an organization. Poor supervision of deputy general manager towards Chris, enhance the poor

performance and dissatisfaction and also it will reduce competency level of an employee.

Chris’s career development also becomes less and this situation builds a bad image as well as

bad reputation to the Chris.

Effects on Competitors

This situation gives positive impact to the competitors, because of negative impact towards

the ABC Company. Lack of customer service gives the customer dissatisfaction and it

reduces the customer reliability. Therefore customers are leaving from the bank and move

another banks in banking industry. So definitely revival banks are become success and ABC

become fail, because of higher competition.

Effects on Organization

Combination of all effects of each party above case study, finally give huge impact to the

Organization. Wrong managerial decisions give impact to loss the organizational reputation.

Unequal treatments and unity of commands make an unsatisfied and demotivated work force.

Poor performance evaluation and poor supervision reduce the employee productivity as well

as organizational productivity. And also poor human resource practices will reduce customer

competency and may be loss competent workers, because of labour turnover. Lack proper

grievances and conflict handling procedure may be reasoned for the organizational dispute as

well as industrial dispute. In other hand poor customer service can be enhanced customer

complaints about organization with customer dissatisfaction. It will be given bad impact

towards organizational goodwill by word of mouth of a customer.

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Question 2

Generate the different options available to the deputy general manager in

handling Chris and recommend solutions especially considering the qualities of a

successful leader.

Successful leadership is the key factor to the success of an organization. To resolve I can

suggest following solutions to solve that problems as well as to avoid negative impacts to the

stakeholders. They are,

To bring Chris back to the senior manager

According my view giving direct supervision to the Chris by deputy general manager is not a

good solution to enhance Chris performance back to normal, because it will make another so

many troubles for the other parties. And also it will underrate the ability of senior manager –

credit about monitoring his subordinates. And it will give bad impact to his reputation too. So

Chris should be brought back under the senior manager and should give some time duration

to the new senior manager to correct his behaviour.

Transfer the Chris to the Head Office

Chris also transfers to the head office of ABC bank under to the direct supervision of deputy

general manager. In that sense deputy general manager can give direct supervision to Chris

continuously. And management of ABC should delegate the power to the senior manager. It

reduces the impacts which effect to the peers of Chris, as well as senior manager – credit.

Implement the proper performance evaluation plan and review the performance

Performance evaluation is the best way to motivate employees to identify employee strengths

and weakness well. In that case also there should be a problem with performance. Chris

performance in previous branch was excellent, but there is some problem with his duty in

existing branch. That is why his performance became poor. Management of ABC Company

should set out the regular performance meetings to employees. They should be given short

term objectives by their management. And must be reviewed those performances through

performance review interviews. Management have to identify poor performance symptoms

earlier before it become grievances, and have to get solutions to overcome them. If they do it

Chris’s problem may not be occurred.

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Implement the grievances handling procedure

When we work with others to achieve same objectives, grievances and conflicts are the

normal things. In that case also Chris might be having grievances about their transfer which

happen in unfair way. If ABC had proper grievances handling procedure company can

identify symptoms of grievances and can get solution to overcome them before it became

more complex. That is why I said that ABC should have proper grievance handling

procedure.

Coaching and mentoring the Chris

In this case study we had clear there is positive capability and consequences of Chris on

following non performance and he had capacity to perform well, so we should re direct his

behaviour through coaching and mentoring.

Conduct the training and development programs

In case study they mentioned that there was no any record of a learning and development

plan. In some extent Chris has knowledge about perform well. According to my idea the main

reason for his bad behaviour is psychological impact of his transfer. Because training

subordinate may be good solution.

Enhance the relationship with subordinates and customers

Customer relationship is the essential factor to the organization success. If not organization is

become fail. In other hand employer employee relationship is also more important to enhance

organizational peace. So organization should implement programs to enhance relationship

among employees as well as with customers.

Team building

Team means together everyone achieves more. Those we called as productivity. Ultimate

result of organization is employee productivity. Therefore ABC should be introducing team

building activities to their employees.

Knowledge management and identify the employee competency

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When preparing job design and job specification they should prepare according to the

employee competency such as their knowledge, skills and attitudes. And organization should

identify that their employees competency level through skill audit.

Build organizational culture

Organizational culture also gives impacts on performance. Chris’s bad behaviour in a new

branch could be aroused due to the effect of culture. So induction of employees to the new

culture may be important. And also building of better organizational culture with better

values, norms, beliefs and perceptions is important.

Impose the reinforcement theories

Operant Conditioning is a type of conducting in which desired voluntary behaviour leads to

rewards or prevent punishments. Among that people behave get something they want or to

avoid something they don’t want. ABC Company also can apply this model to motivate their

employees well. Stimulus of supervisor’s builds employee well behaviour and management

should give better recognition to them and lastly it give impact on future positive behaviour

from requests.

Do a close supervision to the employees

In the Hawthorne Studies, Elton Mayo said that “workers enjoyed the attention they received

as the part of study and they were more productive.” But in here there is a gap between

deputy general manager and Chris, because of loosing close supervision. But their should be

a close supervision.

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