Empathy map bijal shah


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Empathy map bijal shah

  1. 1. -Bijal Shah
  2. 2.  An interview with a Program manager with an IT infrastructure management company  Stakeholder Mr. X manages the operations at one of the client sites  He heads a team of 25 engineers and is in charge of managing the operations as well as his team performance
  3. 3.  Being placed at the client site soon after the joining formalities makes his team members unaware of the culture, goals and vision of the parent company  The agents feel out-of-place with no one from the parent company to address their grievances  The sense of belonging is lacking and thus the employees are not engaged
  4. 4. “There is a clear gap amongst the organization and the employees.” “Being unaware of the vision, mission and goals of the parent company; employees feel stranded at client sites.” “There is a lot of confusion when we decide the manpower requirements and in the on-boarding process.”
  5. 5. “The stakeholders are not aware of whom are they discussing about since they haven’t interacted with anyone at the client sites.” “There is no point of contact for the employees to raise their grievances and seek redressal.” “This leads to the employees being uninterested in the work they do, thus employee engagement is a major concern.”
  6. 6.  The stakeholders put forth the concerns raised by the employees  Managing operations with a team of demotivated employees poses a challenge  Juggling between the attitude and performance consumes most of the time that could have been used for increasing productivity  Dealing with attrition is another concern
  7. 7.  The stakeholder thinks that there is no proper induction for the new joinees  They are not aware of the Leadership teams of the organization, and the kind of contribution that they offer to the company’s progress  Thus there is no one to look up to which further translates into no motivation  Employees do not know what is expected out of them and what will lead to their progress
  8. 8.  Employees think that they are neglected or not given due importance  There are no team building initiatives or rewards system to encourage brilliance at work
  9. 9.  The stakeholder needs support of the parent company in making the employees feel important  Initiatives are not implemented with consistency  Demotivation is not considered as a threat and which needs to be tackled with  This could be one of the reasons of employee dissatisfaction and could lead to attrition  Efficiency at work takes a backseat when employees feel stranded
  10. 10.  There is a disconnect between the employees at client site and the parent company in terms of the goals and vision of the organization  Employees are not aware of what is expected out of them and that they have no one to listen to their grievances  This demotivates them and thus leads to a dis- engaged workforce
  11. 11.  On-boarding format  Employee grievances  Employee engagement  Motivation
  12. 12.  Structured employee induction program  Interventions from the Leadership team in order to facilitate the culture, vision, mission and goals of the company; motivate and inspire the workforce to perform better