Organizational Behaviour is a wide area deals with employee behaviour in an organization as per the rules and regulations and code of conduct set by the company. On the other hand the employee should maintain the ethics of the company (Heil and Thomas, 2006). In the given case study, Lisa has been appointed as Department manager and she needs to decide to move out one employee and with the given scenario she is in dilemma. In order to reach out to the correct decision organizational behaviour of the given three staff member will analyzed and proper decisions will be executed.
As per the fair decision is considered, Lisa must undergo through the understandings that are requisite for the management of the customer service. The capabilities and the qualities must be undertaken to depict the decisions regarding the maintenance of the field of the work. As per the working field is being considered, the capabilities of marketing and the capabilities of providing the good techniques of training must be considered by Lisa while taking a decision. This will simply represent the fair decision for the Customer Service Section as the company Gallagher is considered (Clarke, 2010). In suggestions provided by Max for the customer service section being the former manager must be undertaken by Lisa and is very much helpful to take the right decision. This will enable Lisa to have the fair judgment and also the appropriate balance must be made in work. This will also enable in establishing the fair representation of the work as the customer service conduct is being prioritized. These are the advice that is provided as per the case study is considered, and hence it will help out Lisa in undertaking a fair decision for the management of the department of Customer Service Section (Kaushik and Bhatnagar, 2008).
In the given case study, Lisa is in a dilemma to make the right decision which requires deep investigation and knowledge about the staff employees. She has to make a fair decision on the basis of the performance and skills of the employees. It is very much important for Lisa to take significant steps that will not hamper the growth of the company. The most important factor that will influence the decision of Lisa is that she did not review herself about the performance of the employees and she has got information from a letter. Lisa is also getting difficulties to determine and evaluate the importance of these employees within the organization (Gavai, 2010). She has to decide on the basis of ethical rules and guidelines as well as keeping in view the development of the organization. She would be responsible if the company suffered losses because of its decision. Lisa has to keep in mind all the aspects of the company such as the smooth functioning of marketing, technical, finance, and marketing department. The decision should be fair, and it is a great responsibility for Lisa to take the right step.
If I would have Lisa, then I would have analyzed the performance and behavior of every staff members of the company. I will make decisions for the welfare and development of the company. The growth of an organization depends on the performance of the employees which should be kept in mind as a manager. I would have followed the ethical rules while making the decision. The customer service department is considered as the most important department of an organization. The issues of the customers should be solved and provided with high quality which is the base for the development of an organization. Thus, I will keep those employees who have the capability to provide quality service and manage all the process of the department within the organization (Heil and Thomas, 2006). I would have chosen Phil because he is not appropriate to the job post he was working since nine years. Phil belongs to the web content background and also the technical support background. These backgrounds do not play a vital role in the customer service section and also he is not too much appropriate for the section as per the comparison is being made with the Amrita and Pavel. This simply represents the fair decision according to me and also the selection is expected to be beneficial for the department of Customer Service Section.
Clarke, P. (2010). Business studies. Harlow: BBC Active.
Gavai, A. (2010). Business ethics. Mumbai [India]: Himalaya Pub. House.
Heil, G. and Thomas, C. (2006). Employee management and customer service in the retail industry. Hoboken, N.J.: Wiley.
Kaushik, U. and Bhatnagar, S. (2008). Business studies. Jaipur: Aavishkar Publishers.