Application of

MARS MODEL
at

‘TECHNOTRONICS’

Submitted By:-
Vaibhav Gupta Karishma Panchal
Keshav Sone Shraddha Prajapati
Jigar Patel Rajesh Kurri
 Introduction


 It is basically a model to gauge individual behavior and results and

simultaneously outlining the main types of behavior in Organizational settings .


 It is a very important tool with regards to “Employee Engagement”.



 It refers to employees motivation , their ability to perform, clear understanding

of organization's vision and their specific roles and resources to get the job
done .


 It helps in improving the effectiveness of the work done by the employees and
developing the proper skill sets required to do a particular job.



 MARS MODEL

Primary
individual traits Situational Factors

Values
Motivation
Personality
Perceptions
Ability Work Related Behavior Results
Emotions And
Attitudes
Role Perception
Stress
 Primary Individual Characterstics

These characteristics are inherently possessed by an individual which

have been developed during the coarse of his life gradually and are
being observed and assessed prior to the job assignment.

Values

Personality

Perceptions

Emotions And Attitudes

Stress
 Factors included in MARS Model
  Motivation :
1.
 It includes –
1.
 a> Direction: The main objective of our organization is absolute
customer satisfaction through catering to their needs, wants and
problems.


 b> Intensity:It relates with the amount and the kind of effort
that an employee puts in terms of receiving the number of calls
efficiently and effectively in order to achieve the primary objective.


 c> Persistence:It refers to the consistency and performance that

an individual must employ in terms of the quality and the number of
calls .
 Factors included in MARS Model

 Ability:
1.
It includes –
1.
a> Natural Aptitude: It is the basic originall qualities that
an individual possess such as clarity of voice, persuasiveness ,
emotional attributes, etc.

b> Learned Capabilities: These are the qualities that can be

imbibed or improved during the course of training like Voice
modulation, Communication skills, Accent Training, etc.
The product knowledge is being rendered extensively to the
employees and the skillsetto work upon the software efficiently
in addition to the correct attitude as per the job requirement.
 Factors included in MARS Model

 Role Perception :
1.
It includes –

a> Understanding the Task: It makes the employee

aware of the specific responsibilities which he has to
perform while on the job by giving him the broad
description of the required task to be done.

b> Importance of the task: This refers to the

client’s(Dell) specific requirements such as fulfilling
of the given targets in a desired period of time and
also includes brand enhancement to make a goodwill in
the industry.
 Factors included in MARS Model

 Role Perception :

c> Prioritization: It deals with the

importance/urgency of a particular task . For eg: If Dell
has come up with certain offers, all the CSR’s need to be
informed about the same and hence they should make sure
of offering it to every caller .

d> Preferred Behavior: It is the proper manner in

which a particular job is accomplished . For eg: There is
a specific protocol to navigate through the call which
an employee should follow in order to be more effective.
 Factors included in MARS Model

àSituational factors :

These factors include conditions that are beyond employees

immediate control.
It broadly classifies into 2 components viz. –
1.
a> Internal Factors: These factors occur within the
organization and hence can be controlled by the people within the
organization

For e . g . 1 : If the company decides to change the operational

software that is widely used by the CSR’s during the call, each
individual would be required to be trained on that particular
software .
2 : Disputes or conflicts or disregards happening within
the organization
3 : Improper training or workplace conditions
 Factors included in MARS Model

b> External Factors: These factors occur outside of the

organization but may or may not have an influence on the company
and hence the employees are required to adapt to different
situations and overcome them .

For e . g . 1 : If our client (Dell) decides to discontinue the

outsourcing to Technotronics, the company has to shift its
employees into some other process and train them accordingly as
it cannot afford to lay off a large number of employees at the
same time.
2 : Economic recession may hit the industry as there might
be a decrease in the sales of computers and laptops.
3 : There might be competitors introducing the products in
comparison to Dell’s products and hence there is a dire need to
remain at the top of the lot in the industry
 EFFECTS OF MARS MODEL


 MARS model in a way helps in understanding the drivers of individual work

related behavior and results.


 The four factors involved have an overall effect on an employees

performance and thereby improving it.


 It is an essential component of Employee Engagement as it will eventually

help in the recruitment of correct candidates and right allocation of
the right job to the right person.


 It helps in improving the work efficiency and hence achieving the targets
persistently.
