Need management help with a business question about a large customer service telemarketing unit

timer Asked: Nov 25th, 2015
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Question Description

You are the only supervisor of a large customer service telemarketing unit consisting of 50 customer service representatives. Using the job characteristics model (JCM), describe how you might improve the jobs of your employees in order to improve performance, 

Tutor Answer

School: Rice University

Thank you for the opportunity to help you with your question!

Types of job attributes that need to be  changed include task variety, autonomy, task significance ,skills variety and job based feedback.They also needs to have their jobs being rotated thus to reduce one being used to one place ,enlarges their jobs and enrich them.
Employees can also be matched to jobs with characteristics that best meet their individual attributes. This increases employee desire to perform well.This makes them to be psychologically meaningful,responsible, and knowledge of results

Please let me know if you need any clarification. I'm always happy to answer your questions.

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Good stuff. Would use again.

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