Diagnostics
Industrial Psychology Consulting Case study - Diagnostics Phase
The inter-group situation
The current situation at the described office is marked by intense, apparent divisiveness. On the surface, there seems to be no cohesion to the existing organization. Sales reps are said to be more interested in bolstering their personal reputations than the reputation of the company, hence their tendency to make promises that they cannot fulfill to clients. They are, however, highly motivated to promote the company, given that they work largely on commission. In contrast, the operations staff is unionized and actually has a motivation to work more slowly, rather than swiftly, thwarting the goals of the salespersons.
The issues of this company are organizational, informational, and psychological. First and foremost, there are two sets of employees with apparently very different goals. The sales staff is profit-driven, while the operations staff is procedure-driven. Both are necessary for the company to succeed -- high levels of sales and exemplary performance are required, but it is also necessary for the operations staff to fulfill their requirements in a meticulous fashion. There are signs that the sales staff, for all of their desire to put on a good performance, may be playing 'fast and loose' with the rules and promising more than the organization can give to clients.
There may be a clear cultural division between both organizational spheres. Sales staff tends by nature competitive risk-takers -- this personality type is often attracted to this particular profession. The personalities of the unionized operations staff may be attracted to a profession that is relatively stable and does not 'rock the boat.' Unionized...
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