Organizational Behavior

This six-step exercise is designed to help students develop a plan to change specific behaviors they would like to change at school, at work, or at home. The steps include (1) choosing a behavior you would like to change, (2) stating a specific short-term goal for changing the behavior, (3) developing a procedure for monitoring the behavior, (4) creating a plan to reward progress toward your goal, (5) writing a contract with yourself that includes the goal, the plan, and important contingencies, and (6) developing a plan to deal with difficult obstacles.

• Step (1)

The behavior I want to change in work is the quality of customer service. For the reason of lack of proper training and dull routine, the quality of service is negatively affected. I want to change that, I want to create a welcoming environment to the customer and introduce an exciting experience that is full of quality responding and easy document processing for both workers and customers. Customer must be served as in five star levels while workers feel that they are stars giving service.

• Step (2)

The plan of upgrading customer service quality is set to be completed in 1 year time. (12 months)

• Step (3)

Every month an assessment of service quality levels will be run and regular feedback survey from random customers will be conducted to monitor the progress of the quality of service levels and to view the extroversion element in staff behavior. Also there will be a measure of the finished documents per staff member per week besides the weekly meeting to discuss the results of the data collected.

• Step (4)

A reward of 5% increment will be awarded to the staff member that show excellent behavior and commitment throughout the year, and a contest with valuable

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