Class: BBA Course: IBDM-Organizational Behavior Session: Decision making, identification of problem and system thinking Date: September

11, 2012 Group of 3 Class participation 2.5%

Task: Increasing Motivation Time Approximately 30-40 minutes.

Scenario/Problem You are group of partners who own ac chain of 15 dry cleaning stores in a medium size town. You are meeting today to discuss a recent problem in customer services that has surfaced. When any one of you is spending the Day, in a particular store, clerk seem to be providing excellent customer services, spotters are making sure all stains are removed fro m garments , and pressers are doing a good job of pressing difficult items such as silk suits. Yet during those same visits customers complain to you about such things as stains not being removed and items being poorly pressed in some of their previous orders; indeed several customers have brought garments in to be redone. Customers also sometimes complaint on having waited too long for services on previous visits. You are meeting to day address this problem. Discussion and solution: 1. Discuss the extent to which you believe that you have a motivation problem in your stores. 2. Given what you have learned in this session, design a plan to increase the motivation of clerks to provide prompts services even when they are not being watched by a partner. 3. Design a plan to increase the motivation of spotters to remove as many stains as possible even when they are not being watched by a partner. 4. Design a plan to increase the motivation of pressers to do a top notch job on all clothes they press, no matter how difficult to provide prompt services even when they are not being watched by a partner.