Management and Organisational Behaviour
An Insight into how Charter controls and uses surveillance techniques within a call centre.
Organisation: Charter
Date of Report Publication: 16th January 2013
Executive Summary
Charter has many issues in their call centre. Their main issue being that the treatment of staff is poor. Management have been known to be inhumane in their treatment of staff in regards to their breaks, general working arrangements and tasks as well as pressures exacting stress onto the employees of Charter. Call monitoring and surveillance procedures have been put in place as well as the culture of every individual being the same through exacting scripts and lack of creativity, as well as the monotony of the work involved. They have problems with retention and turnover of staff as well as sick leave leading to financial costs through lost productivity and increased recruitment. There is presence of a breakdown between management and employees regarding trust and authority through the increased use of surveillance techniques.
Contents
Page 1: Title Page
Page 2: Executive Summary
Page 4: 1.0 Terms of Reference
Page 5: 2.0 -Procedure 2.1 – Books and Journals
Page 6 – 8: 3.0 – Findings 3.1 Butler & Rose 3.2 Intrinsic Motivation 3.3 Extrinsic Motivation 3.4 – Maslow’s Hierarchy of Needs 3.5 – Vroom’s Expectancy Theory 3.6 – The effect of surveillance on motivation
Page 9: 4.0 – Conclusion
Page 10: 5.0 Recommendations
Page 11: 8.0 References
Page 12: 9.0 Bibliography
1.0 Terms of Reference
This report will compare motivational theories and how they impact on Charter 's employees and their work ethics. The report will also discuss and explore what these motivation theories do in order to motivate the staff at Charter. It will also look at team work and the advantages that team work may have on the Charter organisation. It will also delve into
Organisation: Charter
Date of Report Publication: 16th January 2013
Executive Summary
Charter has many issues in their call centre. Their main issue being that the treatment of staff is poor. Management have been known to be inhumane in their treatment of staff in regards to their breaks, general working arrangements and tasks as well as pressures exacting stress onto the employees of Charter. Call monitoring and surveillance procedures have been put in place as well as the culture of every individual being the same through exacting scripts and lack of creativity, as well as the monotony of the work involved. They have problems with retention and turnover of staff as well as sick leave leading to financial costs through lost productivity and increased recruitment. There is presence of a breakdown between management and employees regarding trust and authority through the increased use of surveillance techniques.
Contents
Page 1: Title Page
Page 2: Executive Summary
Page 4: 1.0 Terms of Reference
Page 5: 2.0 -Procedure 2.1 – Books and Journals
Page 6 – 8: 3.0 – Findings 3.1 Butler & Rose 3.2 Intrinsic Motivation 3.3 Extrinsic Motivation 3.4 – Maslow’s Hierarchy of Needs 3.5 – Vroom’s Expectancy Theory 3.6 – The effect of surveillance on motivation
Page 9: 4.0 – Conclusion
Page 10: 5.0 Recommendations
Page 11: 8.0 References
Page 12: 9.0 Bibliography
1.0 Terms of Reference
This report will compare motivational theories and how they impact on Charter 's employees and their work ethics. The report will also discuss and explore what these motivation theories do in order to motivate the staff at Charter. It will also look at team work and the advantages that team work may have on the Charter organisation. It will also delve into
References: Butler, M and Rose, E. (2011) Introduction to Organisational Behaviour, London: Chartered Institute of Personnel and Development. Mathison, C.S. ‘Establishing the Management Development Function’ The British Journal of Administrative Management, April/May 1992, pp 8-11. Mullins, L.J (1999) Management and Organisational Behaviour, Pettinger, R. (1996) Introduction to Organisational Behaviour, MACMILLAN PRESS LTD. Robbins, S and Judge, T. (2008) Essentials of Organizational Behaviour, 9th Edition, New Jersey, Pearson Prentice Hall 9.0 Bibliography Blake, R. R and Mounton, J.S. The Managerial Grid III, Gulf Publishing Company (1985) Duncan, D Peters, T.J. and Waterman, R.H. In Search of Excellence, Harper and Row (1982) Braybrooke, David Kozlowski S. W. J, and Bell B. S. (2003) Work Groups and Teams in Organizations, 12th edition. London: Wiley.