The Causes of Poor Productivity Within Large Organizations

The Causes of Poor Productivity Within Large Organizations Productivity is the degree of output achieved in relation to a certain level of input. For example, in a call centre environment, productivity would be seen as the number of telephone calls answered per hour by a certain number of staff. The telephone calls are the output and the staff available to take the calls are the input. In order to improve productivity, one of the following has to occur: The level of input is decreased however the level of output remains the same, or, the level of output increases but the level of input remains the same. In relation to the example of the call centre, this would mean reducing the†¦show more content†¦I found the findings from Case Study A to be very surprising having worked in a call centre myself and not having had very many positive experiences during my time there. The overall impression from those interviewed was that they felt very positive about their workplace. There were inevitable differences in how different levels of employees viewed certain issued but there were more similarities than differences. I was interested to see how employees had spoke about productivity and performance targets. It became apparent that performance targets were related to the number of calls answered, the time in which it took to answer the calls and also the levels of call leakage. It is very easy to monitor call centre agents against an array of time-related measures and staff felt under a lot of pressure at times due to this. I can relate to this, as this is exactly how I felt working as a call centre agent. One manager interviewed in Case Study A stated that the most important thing in managing call centre staff was motivation, motivation, motivation, yet the manager in question admitted he had little idea of how to motivate staff. I do agree that motivating staff to perform well is an issue and I appreciate that highly motivated staff will be more productive but I also think that if staff working in call centres had a better understandingShow MoreRelatedMotivation : Motivation And Motivation Essay1070 Words   |  5 Pagesand process theories. Needs theories address the needs that are unique to each individual and focus on the factors within each person that initiate, guide, sustain and stop behavior. The process of how behavior is initiate d, directed, sustained and stopped is explained by process theories. The main five concrete benefits of employee motivation are: 1) improved productivity: productivity will improve because motivated employees work more efficiently, resulting in improved products or services in lessRead MoreHow Does Leadership Impact The Success Of A Company?1181 Words   |  5 Pagesleadership theory is best suited. 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