Question

MGMT 350_Spring 2019 Caselette #1

Please read the caselette material and then answer the questions by accessing the link within the Assignments folder on Blackboard.

Nathan currently serves as the manager of Highlands Bank Service Center in Dallas, Texas. Highlands Bank Service Center is responsible for all customer service calls for the Highlands Bank. Service Operators are expected to address basic account questions regarding statement balances and transactions in a timely and friendly manner. Nathan oversees a team of four Service Operators and is preparing to meet with Human Resources to discuss the performance of his team including any next steps related to promotions, reprimands, and terminations. The performance and tenure data for his team is as follows:

Service Operator	Customer Service Score	Service Call Completion (daily)	Teamwork	Tenure
Robert	A-	77	A+	15 months
Timothy	B+	85	A	19 months
Tiffany	C-	40	D-	24 months
William	A	79	B+	18 months

Customer Service Score is assessed using the ratings customers provide at the end of their service call. Service Call Completion refers to the number of customer service calls they complete per eight hour day. Lastly, Teamwork is the average grade assigned by peer Service Operators and is reflective of a team member’s willingness to support and further team initiatives such as training. A total of three peer Teamwork grades is collected for each service operator Teamwork score. The Tenure column refers to the total time in seat or how long the employee has been in the position.

The performance data is compiled once a month by mangers such as Nathan but it is only reviewed with Human Resources once a year. During that discussion, it is determined whether the Service Operator will be promoted to a Senior Service Operator position. Human Resources is also counseled if any employee should be reprimanded for insubordination or poor performance or terminated for a clear violation of company policy.

Nathan knows that he is only going to be able to promote one Service Operator to Senior Service Operator this time. All four employees have expressed interest in the promotion and are looking forward to the increase in responsibilities and in salary. Nathan is expected to consider performance data as well as tenure when making his decision.

Answer 1

The data provided in caselette reflects William as the best candidate to promote as senior service operator. As Nathan has to consider work performance and tenure, he should consider William over others for following reasons.

• William has shown quality while maintaining the quantity of the work. He daily complete 79 calls with the best score ‘A’ in the team. In customer service he is the best among four team members. Due to this customer orientation, he can train new employees better in future.
• When it comes to teamwork he has ‘B+’ that shows his current efforts and future potential for team development.
• Tiffany has long association with the organization, but his performance in customer service and teamwork is the lowest. If Nathan puts forward his name, it will affect the morale of other team members. So Tiffany is not a right choice.
• Robert has significantly performed well in both parameters, but he is most recent team member. As he is new, his motivation and energy is high, so he should be tested for consistency before promotion.
• Timothy has the highest daily service call completion rate and good score in teamwork as well. His customer service score is B+, which is a potential downside. As a senior customer service operator, the person has to be the best in customer service.

Hope this will help you.