International School of Business
International School of Business
Table of Contents
List of tables
EXECUTIVE SUMMARY
CHAPTER 1. BACKGROUND
1.1 Company background
1.2 Symptoms of probem in Nike customer service department
1.2.1 Low employee satisfaction
1.2.1.1 Low employee satisfaction data analysis
1.2.1.2 Consequences of low employee satisfaction
1.2.1.2.1 High turnover rate
1.2.1.2.2 High recruitment cost
1.2.2 Low performance
1.2.2.1 Low performance data analysis
1.2.2.2 Consequences of low performance
1.3 Initial causes – effects map
1.3.1 Initial causes – effect map identification process
1.3.2 Initial causes – effects map analysis
1.4 Updated causes – effects map
1.4.1 Boring job
1.4.2 Organizational instability
1.4.3 Ineffective appraisal system
1.4.3.2 Compensation.
1.4.3.3 Employee are treated unfair.
1.4.3.4 Promotion.
1.4.3.5 High workload.
CHAPTER 2. PROBLEM JUSTIFICATION
2.1 Problem definition
2.2 Problem existence
2.2.1 Quantitative research result
2.2.2 Second qualitative research result (15-Aug-2018)
2.2.3 Conclusion
2.3 Problem importance
CHAPTER 3. CAUSES VALIDATION AND SOLUTIONS
3.1 List of real causes
3.1.1 Theory inform
3.1.2 Third qualitative research result (22-Aug-2018)
3.2 The set of solutions
3.3 Change plan design
3.3.1 Plan schedule
3.3.2 Target setting
3.3.3 Steps to build new appraisal system
3.3.3.1 Develop an evaluation form
3.3.3.2 Identify performance measures
3.3.3.3 Setting guideline for feedback
3.3.3.4 Create disciplinary and termination procedures
3.3.3.5 Set an evaluation schedule
3.3.4 Conclusion
References
SUPPORTING DOCUMENT
1. First qualitative research (8-Aug-2018)
Part II: General information of participants
Part III: Question about participants’ actual evaluation
Interview guide – Former employee Part I: Introduction
Part II: General information of participants
Part III: Question about participants’ actual evaluation
Interview guide – Nike customer service department manager Part I: Introduction
Part II: General information of participants
Part III: Question about participants’ actual evaluation
Part I: Introduction
Part II: General information of participants
Part III: Question about participants’ actual evaluation
Part I: Introduction
Part II: General information of participants
Part III: Question about participants’ actual evaluation
Part I: Introduction
Part II: General information of participants
Part III: Question about participants’ actual evaluation
Part I: Introduction
Part II: General information of participants
Part III: Question about participants’ actual evaluation
Transcript – Nike customer service department manager Part I: Introduction
Part II: General information of participants
Part III: Question about participants’ actual evaluation
Current employees:
Former employees:
Manager:
2. Quantitative research
Quantitative research methodology
Questionnaire – Quantitative research:
Quantitative research result
3. Second qualitative research (15-Aug-2018)
Methodology
Interview guide
Part II: General information of participants
Part III: Question about participants’ actual evaluation
Transcript 1
Part II: General information of participants
Part III: Question about participants’ actual evaluation
Transcript 2
Part II: General information of participants
Part III: Question about participants’ actual evaluation
Transcript 3
Part II: General information of participants
Part III: Question about participants’ actual evaluation
4. Third qualitative research (22-Aug-2018)
Methodology
Interview guide
Part II: General information of participants
Part III: Question about participants’ actual evaluation
Part I: Introduction
Part II: General information of participants
Part III: Question about participants’ actual evaluation
Part I: Introduction
Part II: General information of participants
Part III: Question about participants’ actual evaluation
Part I: Introduction
Part II: General information of participants
Part III: Question about participants’ actual evaluation
Summary of result in second qualitative research
6. Current KPI of Nike customer service department
1. Cross selling
2. Quantity of Work
3. Work Habits
4. Attitude
5. Job Knowledge and Skills
6. How do you rate this employee’s overall performance?
7. Proposed KPI for customer service executive of Nike customer service department
8. Employee counseling form
Behavior
Action plans
Consequences