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Eric & Kipsy

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Eric & Kipsy: complexities of management and organisational behaviour (a) Analyse the issue of management and organisational behaviour which are raised in this case study.

There are many issues of management and organisational behaviour such as

* High turnover and absenteeism of staff * Low level of motivation * Excessive error * Unfriendly telephone manners * Lack of responsibility * Little chance of advancement – frustration * Lack of job satisfaction – no rewards * Working hours – not flexible * Poor communications – formal and informal * Training of relief part-time staff * Narrow span of control – too many supervisors * Symptoms or sources of stress * Manager’s lack of confidence / experience * Conflicts between telephonists / salesperson - delay * Lack of involvement by management with staff * Management relying too much on formal structure * Management style and level of supervision * Lack of basic system – procedures, guidance and direction, downward communication * Kipsy as informal leaders – lack of recognition of informal organisation

(b) Suggest solutions to the problems faced by Eric and Kipsy.

These include

* Change overall management structure – more autonomy to Eric * Improve communications – staff involvement, staff meetings * Review procedures for recruitment, selection and induction * Review training program, including part-time staff * Try to change company policy on flexible working hours * Review supervisory role * Examine opportunities for job enhancement * Improve technology – automatic read-offs – change waiting system * Reduce number of operators * Regular breaks for the staff * Clearer identification of errors * Incentive schemes (not necessarily pay) – suggestion schemes * Improve

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