BUSI 2301 Lecture Notes - Lecture 10: Chatti, Cold Calling, Reward System
12 Dec 2017
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Document Summary
Jennifer ames was trying to achieve a global team for representing the customer support call-site of babyproduct corporation for the latin-american markets. Her goal was to average 7 minute calls with customers. She needed this to work in order to sustain the given budget. In order to do this, she decided that each representative will get docked one dollar every minute the average of all representative employee"s call time is above 7 minutes. The team charter needs to be readjusted and corrected. Their sharing of goals and way of working are causing problems and causing reduction in pro ts and productivity due to the difference in norms. Due to ames having a co-located global team all the team members work in close proximity and rely on face-to-face interactions between employees, therefore trust and relationships are an important factor for their success. In this case, the employees possess interpersonal styles that differ signi cantly that cause cross-cultural differences of opinion.
