Help with a business question

timer Asked: Nov 26th, 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: UIUC

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

Using the job characteristics model (JCM), I will ensure that there is multiple high-level skills at the most are deployed at every level of service provision. I will formulate task and allocate them to different members with certain levels of responsibility. All the tasks will be given significance and synchronization of all tasks will be conducted in order to facilitate the smooth running of the customer service department. Also, members will be given freedom to decide on how to carry out their duties. This in return will motivate members and give them a conducive environment to perform even better.

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