ch5 ch6

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Behavior Modification Model
The reasons why the employees are not motivated to perform well in the training program is because of the incentive the program provides. Every time they spend in the training, they are paid and enjoy a nice hotel. For them, it is better attending the training program since they receive a favorable environment and services than the workplace. However, passing the test means they exit the program and the benefits that come with it. The scheme should give a bonus to those who pass the test for the first time while those who fail the first test should not receive payment in subsequent training. Implement a bonus scheme for an employee who uses the skills acquired during training to motivate them to employ knowledge in the workplace.
In the call center, the reward is based on the average time per call regardless of the customer’s satisfaction. It does not matter whether the employee addresses the customer queries and issues (Glass 27). They are not motivated to effectively answer customers demand. The scheme should be based and assessed on customer’s satisfaction. The system should have customer feedback, which forms the basis for remuneration.
The employees in the sales department are motivated to have significant sales volume since there is motivation to make sales. Huge discount allowed to customers does not affect their reward hence they have no negative consequence. The scheme should be modif…