1. Questionnaire data revealed that production workers’ scores on an index of

Organizational loyalty was lower than their counterparts in sales and engineering.

Clarification: Production workers revealed lower organizational loyalty level than workers in sales and engineering departments.

Action Plan: The Company should intensify the training of the managers in areas such as increasing their skills and competencies. Furthermore, it should stress the importance of being feedback-hungry and ways of maximizing their potential, all with the primary objective of improving management’s confidence in the production department. Secondly, it should make the working environment in the production department comfortable by investing in equipment, repairing broken machines, and replacing outdated pieces of equipment to ensure that employees in the production department meet the production targets and goals without technical and mechanical disruptions. Thirdly, the organization can install an employee scheduling software to reduce friction between employees and managers over employee program in the productions department. Besides, it would benefit the company more if it can streamline communication channels so that employees can timely and openly communicate to and receive feedback from the managers in the department. Lastly, the management should avoid false statements and emphasize on keeping promises made to employees.

2. Interview data collected from 15 customer service representatives revealed discrepancies about how employees felt the company expected them to deal with customer complaints.

Clarification: customer service representatives indicated discrepancies in their knowledge on how the company expects them to deal with customer complaints.

Action Plan: First, the company has to draft a comprehensive document on the methods the company expects customer service employees to deal with customer complaints. Then, the company can distribute the report to every customer service employee. Secondly, the company should regulate mandatory frequent training and seminar programs for customer service employees to offer lessons and guidelines on how to deal with complaints among other customer related issues.

3. Questionnaire data revealed that sales agents’ scores on an index of organizational conflict indicated that they avoid conflict with their supervisors.

Clarification: Sales agents generally avoid clashing with their supervisors.

Action Plan: Firstly, the company needs to emplace a well-structured dispute resolution system with the objective of creating a fair and balanced management system in the sales department. Secondly, the company should intensify employee training programs with conflict resolution as the central theme. Lastly, the company should introduce seminars for the supervisors in the sales department to improve their management styles and collaboration with employees.

4. Interview data collected from 25 engineers revealed that they believed if they report product defects to management, it will damage their careers

Clarification: engineers think that reporting product defects to management would destroy their jobs.

Action Plan: firstly, the company needs to revise its culture and values to encourage teamwork and collaboration among engineers so that in case of any defect, the team accepts responsibility and accountability as a whole instead of individually. Secondly, the management team in the engineering division should increase sit-down meetings with the team to emphasize quality as well as to encourage them to speak out in case of any mistakes in their division. Lastly, it is essential to train the engineering managers on the importance of leadership with understanding.

5. Observations of janitorial staff indicated that their friendly demeanor with the office personnel was not reciprocated.

Clarification: janitorial staff felt that the office personnel did not repay the kind gesture they displayed.

Action Plan: The Company should invest in training its office personnel to respect and treat their juniors with the dignity they deserve because every employee is vital to the growth and performance of the company. Secondly, the company needs to revise its core values and culture to emphasize the importance of equal treatment, and respect for all workers by the company and other employees. Thirdly, by creating proper channels of communications and hotlines, the company can encourage janitorial employees to report any incidences of mistreatment and disrespect by office personnel. Lastly, the company should design a policy that seeks to punish any worker found guilty of mistreating and disrespecting janitorial staff.

 
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