What motivates you—money, reputation, interesting work, nice benefits? If you have been a leader or manager, what motivated your employees? In this week’s resources, you have been provided with several thoughtful and informative articles on motivating employees. For this assignment, you will assume the role of a Chief Operating Officer (COO), of a medium-sized customer service company based in Atlanta, Georgia, called MegaServe. Your firm handles the customer service needs of other medium-sized firms in several diverse industries, mainly in the Southern region of the U.S. Your firm basically controls the customer service operation of your client firms. Your firm deals with customer inquiries about a firm’s products or services and provides phone and online help to customers already using the firm’s products or services. However, as you have expanded, you have been increasingly taking on clients in industries that require a higher level of customer service representation, such as medical services.
Consequently, your leadership team has become more concerned about attracting the best customer service employees available, getting them to give their best efforts and hopefully retaining them for the long-term. Your typical customer service employee hire is relatively young (25 to 35 years old) with a college degree in business or other professional fields. The wages needed to attract the best have already been increasing and your firms have had to invest heavily in training to deal with these more challenging clients. The firm is already starting to lose many top employees to rivals, despite significant wage increases and yearly performance bonuses.
Your boss, the company’s Chief Executive Officer (CEO), asked you to study the issue and to create a report for the rest of the leadership team. Remember, the customer service business has relatively low margins; so any strategy must be very cost effective. Specifically, she has asked you to provide the following:
- Summarize five ideas from your research that you think can cost-effectively help your organization attract, motivate, and retain good employees. Providing examples of other firms and explaining why your ideas fit your firm’s needs will help bolster your arguments.
- Help to develop an overall strategy by placing your five ideas in order of importance and potential effectiveness for your firm, because the leadership team may want to know which ones to roll out first if it is impractical to implement them all at once.
Remember, this is a report to your colleagues in the top leadership team of the company. So, be sure to make your paper as clear and informative as possible. Since this is a paper for a graduate-level course, remember to give credit where credit is due to the sources you use. Use APA citing in the text where you used a source and make it clear where you are directly quoting a source with quotation marks. Better yet, paraphrase the sources using your own wording, but again, be sure to properly cite the source you paraphrased.
Be sure to include a clear introduction and conclusion to the paper and use section and subsection headings to clarify the structure of your report.
Length: 5-6 double spaced pages, not including title and reference pages
References: Include a minimum of three (3) scholarly references in addition to the resources provided in the resource section of this assignment.
Your assignment should demonstrate thoughtful consideration of the ideas and concepts presented in the course by providing new thoughts and insights relating directly to this topic. Your response should reflect scholarly writing and current APA standards. Be sure to adhere to Northcentral University’s Academic Integrity Policy.