Monthly Metrics Month Calls/Hr CS Score Job Sat. Esc. Res.

1

14,223

90

85

8

91

2

12,554

92

84

10

93

3

10,255

86

89

9

88

4

11,554

84

84

12

87

5

12,745

81

91

11

84

6

12,541

89

88

8

90

Monthly Goals: Calls per Hour (Calls/Hr) ≥ 11,500, Customer Service Score (CS Score) ≥ 87, Job Satisfaction (Job Sat.) ≥ 92, Escalations (Esc.) ≤ 10, Resolutions (Res.) ≥ 91

Which two metrics appear to be related? Required question.   Calls per Hour & Escalations   Escalations & Resolutions   Customer Service Score & Escalations   Customer Service Score & Resolutions   Job Satisfaction & Resolutions

Case Study Activity 2

This is a Problem-Solving Application. Read the case and undertake the ensuing activities.

Ababio Center Addresses Employee-Related Issues

Ababio Center, a social services agency in Adum, Kumasi, provides help to youth and low-income families. The center is funded by Local government, state and local agencies, together with insurers and private donors. The center’s rate of employee turnover recently grew from 41 percent to 72 percent over three years. This compares to national turnover rates between 50 and 60 percent for community health facilities. Ababio also found that employee motivation and engagement declined during the period, as did the quality of service provided. Nana Oye Odame, the HR director for the center, was charged with examining turnover, so she put together a team to examine its causes. The team looked at earlier job satisfaction surveys and exit interviews and identified the following themes:

• People quit because of “demanding work, work/life balance issues relating to night and weekend work, low salaries, on-call responsibilities without additional compensation for certain programs,”

• poor career development opportunities, and lack of support for managers.

Odame did not know how to eliminate these potential causes of turnover. She decided to ask the task force to interview managers from other social service agencies in Kumasi to discover how they were handling similar organizational issues.

Apply the 3-Step Problem-Solving Approach Step 1: Define the problem in this case.

Step 2: Identify the causes. What concepts or theories of OB help to explain the reasons people are quitting?

Step 3: Make your recommendations to resolve the problem.