Motivation and Change in the Workplace
How does motivation, collaboration, learning, and cognition
theory, provide for a solution for the following scenario:
Your organization is moving its call center agents (50
employees) from one side of the building to the other side of the building and
you are in charge of the move. Your role is to oversee the construction,
equipment, and the transition of employees. Your company has been busy putting
together the plan to have all new cubicles and chairs
delivered to the site in the next 90 days. The new area has been freshly
painted and carpeted. When the agents move to the new location, they will be
getting new computers with dual monitor screens and new software components
that
will make it easier to service their customers and easier
for the organization to monitor their performance and to track their time on
the phone with each customer. The agents have never worked on computers with
dual monitors, nor do they know the new software. You are already
hearing some complaints. Since the new equipment will make
the job easier, your leaders have also informed you that the agents will be
responsible for new performance metrics. You know this will affect training the
agents and that there is a possibility that the agents might quit or be
terminated if they cannot meet the new metrics.
Unfortunately, the new area is a little farther from the bathrooms, break room,
and parking lot than the area they are in today, which you know, from
experience, will also become an issue with the agents.
0 comments:
Post a Comment