Yakka Tech Case Study - Management Paper Example

Yakka Tech Inc. has been experiencing problems in the company by which complains from the clients has increased during the past years. This is because the complains are channeled to another employee in that same department, despite the complains being sent to the responsible department. Mistakes are mostly repeated and thus affecting the work output. This has heavily been affected where by when the customers center department is logged in heavily the customer is redirected to another region with same department. The other synopsis suggesting that something is wrong in Yakka Tech Is that despite an increase in the number of employees the work output has reduced. This is because in recent years Yakka techs voluntary employees have mostly quit their work, this is due to increase in labor cost and the reduction in the productivity of the new employees thus affecting the company.

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Some Employees have complained about monotony of their work and the ongoing conflict between the persons of other department this is because of dissatisfied clients. Despite an assumption to increase payment of the customers services staffs which was done so as to improve the morale and the turn over through improving productivity and by reduced hiring costs. The employee turnover reduced dramatically, the customers complaints productivity remained below the expectations and at some point it even worsened. There are also a few incident at which the employees have carelessly solved the work of the clients or they never bothered to forward the clients complains to the designated department or they have been assigned to do. There are complaints from the experienced employees in the organization about the work and the need for them to resign from the company. Therefore, there is need to motivate the employees in the Yakka Tech and employment of experienced personnel in the organization so as to improve work input.

Yakka Tech Corp customer service centers is divided into various firm across the united states starting from Washington Dc to Oregon with different department in each region, the division is due to different functional specialization such as computer system, storage system and many more, hence the company has employed as many persons as possible in different department to do specific functions. This can be improved by employing person who can multitask hence can separate functions in different department, this will reduce the labor cost since one person is flexible enough and productive in multiple department in the organization. There has been continuous client complains, this is a result of the organization. When a complain presented by the client, the complaint is then given to the next employee in the department hence can result differences in person and stress among the employees. This can be managed by employment of person whom can do variety of work, the employer should be well educated. Managerial skills of the employer in Yakka Tech can be improved by visitation of his employees at most times. The employer can also increase the salary of the employees and thus this will improve in the employees morale (Mauffette-Leenders, 2007).

The employer should be able to monitor each employee differently so that the unproductive persons can be identified and even fired. Since the supervision of a customer care center is monitored without the presence of the managers thus the complaint should be first approved by the specialist in the specific department thus to reduce the client complains. Yakka Tech should be able to manage the growing no of the customers by employing properly trained persons thus reducing customers complaints. Introduction of the latest technology to the company can improve the productivity of the workout put and fast services to the clients.

Yakka Tech executives should introduce reward this will increase competition between the employees this is by viewing the work productivity between different employees hence improving work out put in the company. According to Santrock (2011), the employees should also be trained by the organization. The training would improve skills among the employees, therefore encouraging competency among the employees. Employees can also be mentored so as to improve the morale of the employees.

Rewarding of the best performing employee will encourage the employees in the company, therefore encourage the work productivity of Yakka Tech over the years. This is because each employee will be improving their work productivity so as to be rewarded. The employee reward can be evaluated by the clients. This is whereby clients vote to higher performing employees thus decreased in the clients complains.

The increased resignation of the top ranked employees in Yakka Tech can be managed by motivating the employees in the company. The employees can be motivated by transferring them to areas that they have specialized in or to what they do best, thus encouraging talent in the organization. This will reduce the monotony faced by de-motivated employees and improve the work productivity. Competition and motivation in Yakka Tech, acts as a platform for the start of improved work productivity in the company hence there would be a significant reduction in the complaints from the clients and an improved productivity of the organization as a whole.

References

Mauffette-Leenders, L. A., Erskine, J. A., Leenders, M. R., & Richard Ivey School of Business. (2007). Learning with cases. London, Ont: Richard Ivey School of Business, University of Western Ontario.

Santrock, J. W. (2011). Educational psychology. New York: McGraw-Hill.