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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
Year 2 – Semester 1 – 2017
BM 202 – Organizational Behavior
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.
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 ?