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Business Management Case Study: Yakkatech Corp.

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1009 words
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YakkaTech Corp. is growing IT services firm which mainly installs and upgrades enterprise software systems and related hardware. They have grown and consolidated as well as become more efficient at their business but this isn’t without growing pains. Their employees seem to lack job satisfaction and their customers feel that the employees “seem indifferent to their problems.” The company’s voluntary quit rates have risen above the industry average while management raises pay rates in the hopes that customer service quality and productivity would improve. However, customer service complaints and productivity remain low and employee moral seems to be low as well. So what symptoms in this case study suggest that something has gone wrong? First, …show more content…

In this essay, the author

  • Explains that yakkatech corp. is a growing it services firm that installs and upgrades enterprise software systems and related hardware. their employees lack job satisfaction and customers feel that the employees "seem indifferent to their problems."
  • Explains that the increase in customer complaints about poor quality services and the lack of employee and administration engagement with their customers suggest something has gone wrong.
  • Recommends improving communication between departments within the company and with their customers becoming more organized as a corporation. they also suggest creating and setting goals to motivate employees and improve skills and training.
  • Analyzes how yakkatech management lacked a true understanding of the underlying causes of their staff's problems and their essential needs and drives.
  • Opines that performance management systems need to provide precision through proper goal setting and training. management needs to examine employees and make changes for improvement through surveys and group meetings.
  • Explains that employee resignations or "voluntary employee quit rates" have increased above the industry average and employee referrals have all but disappeared. job satisfaction is a primary cause for employee turnover and lack of work effort.
  • Opines that yakkatech should introduce personalized incentive schemes suitable for staff to remedy this last symptom and its causes.
  • Concludes that yakkatech executives need to develop employee competency and provide compulsory and supplementary training to their employees.
  • Opines that yakkatech should reward employees based on their performance, which will encourage them to perform better. feedback from customers is also required to evaluate staff performance.
  • Explains that job rotation can be implemented to avoid the employee feeling bored due to maintaining at a position or functional specialization for long time.

If that doesn’t signal a fire somewhere then I don’t know what management was thinking. The cause of this is that job satisfaction is a primary cause for employee turnover and lack of work effort or involvement. Remember the Exit, Voice, Loyalty and Neglect Model (EVLN)? EVLN is a template that identifies ways that employees respond to dissatisfaction. Another cause is poor company culture. YakkaTech has a highly rigid organizational structure that creates an organizational culture surrounding individual work. This type of culture results in lack of communication, lack of direction towards a common objective/goal and lack of commitment to the …show more content…

To ensure all the employees are competent, they need to develop a system to measure this competency. For example, they can do assessments to gauge competency. Besides that, they should provide compulsory and supplementary training to their employees to add in value and skills. Mentoring systems also can be implemented to ensure sharing of knowledge and experiences. Performance Rewards. In order to retain the higher performance staff, they should give rewards based on performance. By doing this, it will encourage YakkaTech staff to perform better from time to time. Feedback from customer also required to evaluate staff performance. For sure, the reputation of the company in the eyes of customer will be better by having higher performance staff. Job Rotation. To avoid the employee felt bored due to maintain at a position or functional specialization for a long time, job rotation can be implemented. Job rotation can give new skills to the employee plus it can produce multi-skills workforce after certain period of time. Employees also will appreciate their job as they understand the whole system & the importance of each part of total

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