Poor Team Performance Leads to Disturbnce

ORGANIZATIONAL BEHAVIOUR

CASE STUDY

ON

POOR TEAM PERFORMANCE LEADS TO DISTURBNCE

SUBMITTED TO:

DR. PC BAHUGUNA

SUBMITTED BY:

ADITI CHOUDHARY

MBA ET 1ST SEM

500058011

CASE STUDY

POOR TEAM PERFORMANCE LEADS TO DISTURBANCE

Sonal Bhardwaj, the delivery manager of Starbucks client for Alight Solutions returned to her office exhausted after a day-long discussion with the vice-president of Human Resources and the head of the project operations. The extended meeting addressed an incident that had taken place at Starbucks client team. The team’s reputation was badly damaged by the incident and urgent measures were required to save the client team. Mona believed the client team members possessed substantial individual technical expertise but lacked the skills to perform together successfully. Mona wanted to identify the mistakes made and enact safeguards to prevent future incidents of this nature.

Alight Solutions is a human resource consulting company formally a part of Aon Hewitt located in Noida, India, specializing in consulting HR and financial solutions, health & welfare solutions and customer experience by giving an advisory to clients across the globe. The company also assisted clients in enterprise application implementation. It offers onsight and offsite services based on the client’s requirements. Client service teams, under the leadership of managers, provided consulting and other services based on the client’s needs.

Nitika was a 21-year-old junior system analyst at Alight Solutions, tasked with testing and analysis of various modules for ERP implementation as per client requirements. Prior to joining Alight Solutions, she graduated as computer science engineer from a renowned institution. She joined the company as a fresher as well as the youngest team member. Her sound knowledge and skill-sets regarding the subject helped her to acquire a position at Alight Solutions.

JOB DESIGN        

Nitika worked in health & welfare benefits department of Alight Solutions. The company works as the teammates for the clients, tailoring the solutions to address the client’s needs. It delivers the tools, insights, and support to the client’s employees needs to make a better decision for their health and financial security. To complete these tasks a team would be formed with an experienced executive as a team leader. A team typically spent a minimum of three months to a year to complete a certain project.

A team was comprised of anywhere between four members to a maximum of fifteen members. The team was selected based on communication skills, writing & documentation capabilities of an individual including their technical expertise. The selection process of the team entailed identifying employees based on their specific skill sets and experience match the requirements of the project given by the clients.

Typically, a client team included a lead system analyst (team leader), functional system analyst, senior system analyst and junior system analyst. The team member’s promotion pay hike and future prospects depended upon the appraisal and feedback provided by the LSA. There were three levels in an appraisal:- a) Below expectations, b) Met expectations, c) Exceeded expectations. Each individual wished to “exceed expectations” to increase their prospects and growth within the company. The pay hike depends upon the annual rating which follows the range of zero to five.

...