YakkaTech Ltd
YakkaTech Ltd.
1. What symptom(s) in this case suggest that something has gone wrong?
2. What are the main causes of these symptoms?
3. What actions should TakkaTech executives take to correct these problems?
YakkaTech is an information technology services, they were well known and had a good service, but overtime they started to receive a lot of complaints. They had a hard time to address this issue and to identify where it started as well. The first symptom to address that something was wrong was that as soon as they started to increase the customer service employees, complaints started to increase as well. Besides this, voluntary employee increased making Yakkatech having to hire new technical staff. Having all these employees caused the new employees to lower their productivity. Employees started to feel they were basically doing the same thing every single day. Others didn’t care about consequences and some of them even started having issues from people in other departments. So basically the whole system was “crashed”. Another symptom was that they started giving the employees a higher salary and profit sharing plans, with the hope that this will address this issue, but it didn’t. Employee recommendations to their friends so they would join the company, became minimum. This showed the lack of interest that employees had over the company. To address all these symptoms that I explained they would have to take actions and make them quick. YakkaTech Ltd. had to first address the rising complaints that the customers had towards the company. To solve this, they would have to apply more than one solution. Between the most important one of all, they would first have to start working on the old system that is applied in the company. As it was shown, bringing new employees might be the cause that is stopped working. That’s why they should first change the system to make the departments have a better communication between each other and avoid the conflict (Having a
1. What symptom(s) in this case suggest that something has gone wrong?
2. What are the main causes of these symptoms?
3. What actions should TakkaTech executives take to correct these problems?
YakkaTech is an information technology services, they were well known and had a good service, but overtime they started to receive a lot of complaints. They had a hard time to address this issue and to identify where it started as well. The first symptom to address that something was wrong was that as soon as they started to increase the customer service employees, complaints started to increase as well. Besides this, voluntary employee increased making Yakkatech having to hire new technical staff. Having all these employees caused the new employees to lower their productivity. Employees started to feel they were basically doing the same thing every single day. Others didn’t care about consequences and some of them even started having issues from people in other departments. So basically the whole system was “crashed”. Another symptom was that they started giving the employees a higher salary and profit sharing plans, with the hope that this will address this issue, but it didn’t. Employee recommendations to their friends so they would join the company, became minimum. This showed the lack of interest that employees had over the company. To address all these symptoms that I explained they would have to take actions and make them quick. YakkaTech Ltd. had to first address the rising complaints that the customers had towards the company. To solve this, they would have to apply more than one solution. Between the most important one of all, they would first have to start working on the old system that is applied in the company. As it was shown, bringing new employees might be the cause that is stopped working. That’s why they should first change the system to make the departments have a better communication between each other and avoid the conflict (Having a