Case Study on Industrial Psychology
Two Cases on Emotions and Motivation of the employees....
Case 1: Reducing Travel Cost At Applebee's Summary Applebee's international is a large restaurant chain, with roughly 2,000 restaurants in the US and two other countries. The business is growing over time opening 100 restaurants per year. for monitoring purpose Applebee's staffs have to travel a lot. For that traveling purpose applbee's HR manager introduced a system which was to control the travelling booking system. But the clash is, the employees dont follow the company policy for booking and also not encouraged to use the system. For that reason the travelling cost of Applebee's is increasing day by day. In this case it was to figure out how should the HR manager Andrew Face, motivate the employees to use the booking system in the former way maintaining all the policies of the company and minimize the cost. Q#1: Consider the variable pay programs discussed in this case, of which type of programme is Applebee's program an Example? Explain. Ans: Variable pay is a team or group incentive plan that ties pay to some measure of the firms overall profitability and profit sharing plan. It has some classes to pay the benefits. In this case Applbee's example is an example of piecerate plans. According to the system of Face, he decided to give a pair of domestic air ticket if an individual flys for 6 or more times. It is certain a picerate plan of profit sharing, and the standard of cost minimization was established at $100,000.https://www.google.com/accounts/ServiceLogin? service=mail&passive=true&rm=false&continue=https%3A%2F%2Fmail.google.com%2Fmail%2F %3Fui%3Dhtml&bsv=1eic6yu9oa4y3&ss=1&scc=1<mpl=default<mplcache=2&hl=en Q#2: If you were asked to revise the applbee'sprogram to include more individualincentives, how might you do that? Ans: Employee motivation is a vital process to increase a company's profitability. To motivate employees there is lot of ways . We can use financial or intrinstic rewards to motivate the employees. In some extend financial rewards fall back, and intinstic rewards get the employees motivation. In this case, motivating the employees to use a proper system and fly more than six times a year is a great deal of management. For this purpose we have to develop a incentive system that will motivate the employees individually to fly according to the system. For individual incentive, if an employee fly more than five times a year they will get discount in their next flight tickets. And the discounted price will be added in their salary. By this approach the employees will be motivated more to get the financial reward and use the system voluntarily. Q#3 How would you react to such a program? Explain your reactions. Ans: The individual incentive system is mainly a financial reward. So ther can be a confusion regarding such system. But if we communicate the programme in detail with the individuals at would be effective beyond the concept. We would send mail to every single individual of the organization through the
intranet and the internet regarding the incentive payment system in detailso that they can get it at anywhere in anytime. There would an opportunity to consult with their respective supervisors about the system's conditions and benefits.
Q#4: Why do you think more companies do not use these sort of incentives? Ans: Companies have different chain regarding their business strategy and decision making process about their incentives. In this Case Applebee's is a international and a huge chain restaurant which has a large number of branches. Though it is a food business so proper monitoring is mandatory. That is why the travelling is so frequent as well as the cost is remarkable. So it is the nature of business that indicates the monitoring purpose and the incentives paying system. Other companies might has different business strategies, different business purpose. So most of the companies dont follow this type incentive system for travelling to motivate the employees more
Case2: Abusive Customers Cause Emotions to Run High Summary Telephone Customer service representatives have a tough days with the automated telephone system that create a labyrinth for the customer. It keeps the awaiting for a long peroid even though when it is urgent. For this system customers become stressed out and fall into abusing the CSR( Customer Service Representatives) in this higly psychologocal case we have seen how the agents become emotionally regreted after being abused by the customers. Most of the customers attack these agent with slangs and other abusing words, even though they try to apology or handle the situation cordially. Then its a huge challenge to overcome the situations for the agent. In the whole case there are some examples of how the employees get themselves emotional for the abusive matters. In some certain level these cases affect the employees personal family life badly also. Employees go through some mental sickness and also compel them to resing from the job. So it is a huge challenge for Customer service industry to handle the abusive customer with a service mindset and with the proper dealings as they want.
Question1: From an emotional labor perspective, how does dealing with an abusive cusomer lead to stress and burn out? Answer: The customer service representative mainly deals with the customers through telephone. While dealing with them, the employees have to face with many abusive customers as a result they have to pass through lots of mental pressure and burn outs. This leads the employees to become
emotionally frustrated, this temparature raises and it raises their negative emotion. The employee then starts to behave rudely at his or her home, they express their anger to some one else. Also this stress causes them to take irrational decision. They remain absent more frequently and are more prone to illness and ultimately they want to turnover from their job.
Question2:If you were a recruiter for a customer service call centre, what personality types would you prefer to hire and why? In other words, what individual differences are likely to affect whether an employee can handle customer abuse on a daytoday basis? Answer: Customer service center's objective is to satisfy the customers. If I were a recruiter of such a call centre then I will prefer a less tempered, mental stress capable, patient and high tollerence capable employee. The employee should also have strong interpersonal skills, be more courteous and less hostile. Since the employees have to handle the abusive customers as well as the other customer so they must be calm and quiet in nature.
Question3: How might emotional intelligence play a role in responding to abusive customers? What facets nof emotional intelligence might employees who are able to handle abusive customers possess? Answer: Emotionally intelligence is one's ability to find out and manage emotional cues and information. If the customers are not happy and satisfied, then they behave abusively with the employees. Therefore these abusive customer influences other customers with a bad impression about the company. Emotional intelligence play a role in responding to abusive customers in a sense '' dont take it personally. Whatever they get from customer is about company not about them. In this way the employee can handle abusive customer easily. Question4: What steps should companies take to ensure that their employees are not victims of customer abuse? Should companies allow a certain degree of abusive if that abuse results in satisfied customeres and perhaps greater profit? What are the ethical implications of this?
Answer: The company should take steps to ensure that their employees are not victims of customer abuse. The implication will goes through controlling on waiting time, cca management capacity, information system, effective training high employee motivation, team discussion about abusive call, entertainment break during work time etc. Entertainment break means should provide them temporary outlet where they can decrease their stress.
Case Study Report on Industrial Psychology