Reference no: EM133160107
Cindy is the office manager at Informational Systems. One of Cindy's many responsibilities is to coordinate the online satisfaction surveys patients are asked to finish a couple days following their installation. A large part of the revenue for Information System's stems from visits and installations. As a result, Cindy scans the customer replies looking for clues about customer satisfaction with the employees.
During a discussion about the stats, Cindy makes the comment, "It looks like our customers are generally satisfied with the staff, but I don't see a wave of enthusiasm. A passion for the service they are receiving seems to be missing. I wonder if our staff are strongly motivated to provide exceptional services."
The other individual within the discussion replies, " I wonder the same thing. When I talk to our employees individually, they don't seem excited about their work. A good example is Raoul. I asked him how his work was going, and he said "Okay, but after you have installed IT system after IT system, it gets a little repetitious and dull."
Cindy says, "Maybe we have a motivation problem. Do you think we should give the technicians bonuses when they receive good comments on their survey's? Or may we should have an award for best technician of the month. "
The other individual responded, " we are dealing with professionals here, so we don't want to be too hokey here. Yet, we should think of an approach to motivating these employees."
Discussion Prompt
1. What suggestions might you offer for enhancing the motivation of the IT technicians?
2. How advisable would it be for Cindy to discuss this will all the staff?
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