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Organizational Behavior Case Study 04

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Organizational Behavior Case Study 04

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Organizational Behavior Case Study 04

  1. 1. OB-Case Study 02 Case Study Number 02 Pizza Place Sri Lanka is an international fast restaurant in Sri Lankan food and beverage sector. It is a growing business organization by delighting any body’s taste not just a cure for hunger. It has about 400 employees who are both permanent employees and part time employees. Also it has about 130 outsourced riders who work as independent contractors. There is a Human Resource Department headed by the Director (HR and Administration) who is assisted by Training Manager and two HR Executives. As a major growth strategy the company started a new section called delivery segment of the Pizza sales in 2000 for the purpose of delivering customer orders to the doorstep of the customer. Mr.Viraj is an Assistant Restaurant General Manager who has been working in the company for five years. He is a hard working person and a graduate in Management who joined the company as a Graduate Trainee. Top management was very happy about his commitment to the organization, high job involvement, excellent interpersonal skills and excellent job performance. After one year training period he was promoted to the post of Assistant Restaurant General Manager. Indeed he was very popular among the company management team. Last year at the annual award ceremony he was awarded the trophy for the “Best Buddy Trainer” owing to his excellent performance on training new crew members. By the beginning of this year a job vacancy occurred for the post of Supervisor in the call center of the company owing to the termination of the former job holder. The reason for termination was his active involvement in a fraud. More than 60% of the company revenue comes from the delivery sale. Hence the role of the supervisor in the call center is critical. The Director (HR and Administration) had to fill the job vacancy immediately in order to prevent from occurring losses to the company. Soon the Director’s attention went to Mr.Viraj. He was in the opinion that interpersonal skills of Mr.Viraj could be used more effectively for the benefit of the company him in the call center rather than in the outlet. Also he knew that it was not more difficult to find a suitable person for the Assistant Restaurant General Manager in the outlet. Year 2 – Semester 1 – 2017 BM 202 – Organizational Behavior
  2. 2. OB-Case Study 02 The Director had a short discussion with the CEO and the relevant Cluster General Manager and then decided to transfer Viraj to the call center as the Supervisor with immediate effect. The Director called Viraj and informed the management decision of transferring him. When the Director had inquired whether he has any objection Viraj said “No”. Several weeks passed. Surprisingly a significant increase in the missed calls in the call center occurred and frequency of order cancellation increased. If the estimated loss of the missed calls and order cancellation is calculated it should be high. In the meantime Viraj’s number of absences and number of days of leave utilized got increased. Questions 1. What are the problems being faced by the organization? 2. What are the possible reasons for the problems identified? 3. How do you solve problems ?

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