Your SlideShare is downloading. ×
0
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Outside Consultant - Organizational Behavior Project (Massage Envy)
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Outside Consultant - Organizational Behavior Project (Massage Envy)

5,855

Published on

Small organizational behavior project presentation on how to better serve the employees of a small massage chain

Small organizational behavior project presentation on how to better serve the employees of a small massage chain

Published in: Education, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
5,855
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
8
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. A Hands On Approach Putting Our Backs into Customer Service
  • 2. Overview Issues/Problems Questions & Survey Process Survey Answers & Interpretations Team Solutions & Conclusion
  • 3. Introduction
  • 4. Staff Issues
  • 5. Management Interview High Turnover Rates “...lucky to get workers to last 3 -6 months...” Young & Inexperienced “...most barely out of high school...” Intense & Stressful “...such a tough job...” Training May Lack
  • 6. Team Engagement
  • 7. Staff Breakdown Separate Staff Into Two Junior/Senior Staff Members Combat Communication Issues Hierarchy/Personality Problems
  • 8. Questions/Categories Individual Questions Categories Examined Demographics Personality Training Technical Ability Management Issues
  • 9. Survey Kickoff Two Sets 15 Senior, 32 Junior Level Google Doc Launch Ease of Use, Automated Surveys Two Week Time Frame
  • 10. Answers - Junior Employees It’s not the Training, It’s the Right Training/Trainer Listening To What Employees Need Very Important
  • 11. Answers - Junior Employees Figuring Out a Way to Take Away Customer Stress Bring on the Tasks, Task Masters How Does Massage Envy Bridge Pay Divide
  • 12. Answers - Senior Employees Prepared/Calm Management Training Lacks/Hiring Techniques Weak
  • 13. Answers - Senior Employees Positive/Happy Atmosphere But Lurking Stress Customer Complaints/ Staffing: Manager Stressors Future Bright But Never Enough Money
  • 14. Interpretation Training Needs a Revamp Money an Issue, Could Have Other Awards Individual/Team Growth Needs to Be Optimized
  • 15. Solutions Training Program Guide Continual Training Rewards Programs Local/Regional/Got Your Back Growth Program Team Building Events
  • 16. Training Program Book Career Tracking Guide Junior Employees Track Own Career Progress Senior Employees Ensures Subordinates On Track (Thomas Building Block of Reward) (Kelly's Model of Attribution)
  • 17. Continual Training Bi-Monthly Follow Ups Addresses Sales Pitch & Customer Issues Management Focus On Junior Employees (Contingent Consequences in Operant Conditioning)
  • 18. Rewards Program Local/Region/National Awards System Got Your Back Employee Recognition System Actions Acknowledged for Junior/Senior Employees (Herzberg's Motivator-Hygiene Theory)
  • 19. Growth & Idea Program Plans & Guides Written for Junior Employees by Senior Staff Internal Training from Local to National Training Builds from Inside Out (Model of Self-Fulfilling Prophecy)
  • 20. Team/Location Building Fun Functions and Outings Bowling/Pizza Parties Neighborhood Sponsorships (Model of Self-Fulfilling Prophecy)
  • 21. Conclusion Great Exercise, “Had Teeth” Found Some Surprises Management Happy &Locations Going over Implementation
  • 22. Thanks Questions?

×