The document summarizes an organizational behavior course that discusses problem solving techniques. It provides an introduction to problem analysis and recognition methods. A case study on the Employees Provident Fund of Malaysia is presented covering its vision, mission, accounts, and withdrawal policies. Common problems faced by the organization are identified. Solutions are proposed, such as setting performance targets and incentives. The potential consequences of the solutions are surveyed, including improved attendance and productivity from rewards, but potential employee dissatisfaction from salary deductions.

1. Organizational Behavior (GSM5101)
Lecturer: Dr. Dahlia Zawawi
GROUP MEMBERS:
Mohammad Saboori (GM04606)
Vimala Satiasilan (GM04484)
M. Mahdi Mesbahi (GM04701)

2. Introduction
Case Study Introduction
Problem Solving
Surveying the Consequences

3. Introduction
Case Study Introduction
Problem Solving
Surveying the Consequences

4. Introduction
How can a consulter analyse a problem?
KEY
sources
cause nature
sufficiency
Information
importance

5. Introduction
Problem analysing process
Recognizing
Finding the Recognizing Making Surveying the
the nature of
problem the causes solutions consequences
the problem

6. Introduction
Case Study Introduction
Problem Solving
Surveying the Consequences

7. Case Study Introduction
Employees Provident Fund (EPF)
• The Employees Provident Fund (EPF) known
as Kumpulan Wang Simpanan Pekerja
(KWSP) is a Malaysian government agency
under the Ministry of Finance.
• EPF manage compulsory savings plan and
retirement planning for legally employed
workers in Malaysia.

8. Case Study Introduction
Employees Provident Fund (EPF)
• 11% from employee monthly salary will
be stored in EPF account
• 12% from employer contribution to the
employee account.

9. Case Study Introduction
Employees Provident Fund (EPF)
VISION
To be a world-class social security
organization providing the best
retirement savings for Malaysians

10. Case Study Introduction
Employees Provident Fund (EPF)
MISSION
To provide the best
Retirement Savings Scheme

11. Case Study Introduction
Employees Provident Fund (EPF)
WITHDRAWAL:
• For retirement plan, money accumulated in an
EPF savings can only be withdrawn when
members reach 50 years old that is 30%.
• Once 55 years old or older may withdraw all of
their EPF.
• Withdrawals are also possible when a member
will emigrate, becomes disabled, or requires
essential medical treatment.

12. Case Study Introduction
Employees Provident Fund (EPF)
TYPES OF ACCOUNTS:
• Account I: stores 70% of the monthly
contribution and withdrawal of an age 55
years old only.
• Account II: stores 30% and permitted for
down payments or loan settlements for a
member's first house, finances for education
and medical expenses and investments.

13. Introduction
Case Study Introduction
Problem Solving
Surveying the Consequences

14. Problem Solving
Finding the Problem:

15. Problem Solving
Finding the Problem:
•Leak out information regarding customer accounts
•New staff providing mislead information to customer
•Problem in handling staff during festival because many staff will go
on leave •Leak out information regarding customer accounts
•New staff providing company
•Staff making personal long distance phone calls on mislead information to customer
accounts •Problem in handling staff during festival because many s
•The staff must attend a customer in on leave
20 minutes time or else will
affect their service level •Staff making personal long distance phone calls on
•Staff taking excessive breaks or sick days
accounts
•Parking problem (outside parking are •The staff must attend a customer in 20 minutes time o
expensive, parking in EPF are
limited and full) affect their service level
•Staff taking excessive breaks
•Improper use of copy machines/computer equipment or using it foror sick days
personal matter •Parking problem (outside parking are expensive, parking
•Going back early and not achieving target.
limited and full)
•Improper use other people to
•Fraud cases (customer submitting death certificate of of copy machines/computer equipment or u
collect money) and staff giving forgery personal matter
document for housing loan.

16. Problem Solving
Recognizing the Nature of the Problem:
 Person-Job Matching
-IQ test
-Interview based on a job requirement list
-ISO9000: all employees should know the rules & regulation
-Employees are being tested

17. Problem Solving
Recognizing the Nature of the Problem:
 Attribution Process
How often? in past
14
days per month
High Consistency

18. Problem Solving
Recognizing the Nature of the Problem:
 Attribution Process
How often? in other situation
5
days per month
High Consistency
Low Distinctiveness

19. Problem Solving
Recognizing the Nature of the Problem:
 Attribution Process
How often? other employee
5
employee
High Consistency
Low Distinctiveness
Low Consensus

20. Problem Solving
Recognizing the Nature of the Problem:
 Attribution Process
How often? other employee
5
employee
High Consistency
Low Distinctiveness
Low Consensus

21. Problem Solving
Recognizing the Causes:
 Contingencies of Reinforcement
-issue the warning letter
-discus with them

22. Problem Solving
Recognizing the Causes:
 Expectancy Theory
-Evaluate by Performance
-Reward: Bonus Payment
-Punishment: Warning Letter
Outcomes
Performance
+ or -

23. Problem Solving
Recognizing the Causes:
 Equity Theory
-increasing the salary
-reducing the tasks

24. Problem Solving
Recognizing the Causes:
 Communication

25. Problem Solving
Recognizing the Causes:
What is
the main
Cause of
MOTIVTION
the Problem?

26. Problem Solving
Making the Solutions:
•Make sure that the target is mutually agreed upon
•Have regular milestone checks
•Make sure that all the employees are aware of the
performance bonuses
•In case a person does fail to achieve the target, you
can implement these penalties for the same

27. Problem Solving
Making the Solutions:
•Set some special rewards for punctual employees.
•Develop the face to face communications.
•Use the stronger punishments such as salary deduction.
•Set monthly dialogue between employee and employer

28. Introduction
Case Study Introduction
Problem Solving
Surveying the Consequences

29. Surveying the Consequences
 REWARD
Benefits that can be achieved by the company
are better :
• attendance ratio
• better performance of the employee
• increase in productivity .

30. Surveying the Consequences
EMPLOYEE SALARY DEDUCTION RULES
Disadvantages - employee will be not happy by
implementing the salary deduction scheme.
Moreover, employee financial problem will
increase and raise and family problem due to
insufficient of monthly income.

31. Surveying the Consequences
EMPLOYEE SALARY DEDUCTION RULES
Advantages - employees will be more serious of
attending work rather than taking leaves and
employee productivity will increase because
they tend to come work daily.

32. Surveying the Consequences
FACE TO FACE COMMUNICATION
• Can reduce moral and emotional issue
between employee and employer.
• It is the fastest way to solve problem in the
organization.
• Form of business talks, personal favors,
promises and good understandings.

33. Surveying the Consequences
 EMPLOYERS AND EMPLOYEES DIALOGUE
• Can lead to a good understanding between
employers and employees.
• Employees will get chance to raise their
problem directly to the employees
• Problem can be solve effectively and help the
employees to understand their task and their
responsibility.

34. be motivated …

35. Present like Professionals
Created by:
Mahdi Mesbahi
mahdi.mesbahi@gmail.com