From this case study, I have observed a serious synergy problem among the staff members at PrimeCell. A combination of three key factors has caused this problem: lack of consistency in handling customer needs, lack of effective customer service and lack of support for individual creativity, which leads to lack of motivation (American Psychological Association, 2010). These factors have led to the current irrational behavior among employees and customer discontent. If left untended, this problem may significantly affect performance outcome. However, the current dysfunctional environment within this company can be mitigated by creating group synergy and a clear direction for the company (Runde, & Flanagan, 2012).
It is clear that PrimeCell employees lack the motivation to improve the rising number of customer complaints. For instance, Ted is an employee who values the company and always forwards new ideas which go unappreciated. Moreover, an employee like Jane has always excelled at her job, but she lacks the initiatives to train new hires. From these examples, it is evident that the company is recording negative results because the former leadership lacked emotional intelligence which would have helped them understand what propels human resources (American Psychological Association, 2010).
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Given the conflicts that PrimeCell is experiencing, there is a need for structural re-organization. Besides, the company culture could be another factor contributing to the dysfunctionality of the group (Champoux, 2017). The five representatives working at the call center lack cohesiveness. For instance, Mary is a 34-year-old employee who was hired several months ago. She is struggling with her job because nobody in the office talks to her. In addition, Mary is required to follow a template in resolving customer complaints, but she does not know what to do when a customer has a problem not addressed in the customer service manual. To improve the working environment at the call center, Mr. Welch must first form cohesiveness within the call center team. This may help increases social interactions and communication among the five representatives besides getting to know each other at a personal level (Champoux, 2017).
References
American Psychological Association. (2010). Publication Manual of the American Psychological Association (6th ed.). Washington, DC: Author.
Champoux, J. (2017). Organizational Behavior: Integrating Individuals, Groups, and Organizations, 5th Ed., Routledge, (Print ISBN: 978-1-138-94908-9). http://bayanbox.ir/view/1820940778455004993/Organizational-Behavior-Joseph-E.-Champoux-2010.pdf
Runde, C. E. & Flanagan T. A. (2012). Building Conflict Competent Teams. New York, NY: John Wiley & Sons
