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,
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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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