Abstract-A myriad of research have listed organisational commitment, reduced employee turnover, increased productivity amongst others, as some of the benefits of employee participation in management. Some studies on employee participation, however,indicates that, employees are generally reluctant to use formal avenues created for them to contribute to management. This is especially so because management mostly uses such formal avenues for a top-down information transfer. Also, employees have the fear of being victimised if they raise issuesof concern thatboarders on the use of finance or on something they assume may be offending to management during such meetings. In Ghana, the high annual accident and injury claims made by employees from the manufacturing industry requires urgent action by manufacturing organisations. Legislature on occupational safety and health (OSH) is scattered, with different oversight agencies, inadequate enforcement,and the absence of laws that require the establishment of a health and safety committee which is standard practice in mostdeveloped jurisdictions.In the light of the weak OSH legal and regulatory framework, coupled with the fact that employees feel reluctant to report their safety predicaments during formal meetings, it is important that management and employees create the necessary environment for employees to participate in safety management. Indeed, studies suggest that the existence of such informal avenues in organisations for employee participation in management decision making will enable open discussions on employee safety issues and therefore lead to the prioritisation of OSH in those organisations. Nevertheless, research indicates that informal participation has received little research attention especially with regards to Ghana. This study makes a case for the use of informal participation in ensuring safety in manufacturing companies in Ghana.
Learning outcomes After attempting the case, users are able to: analyse issues and problems faced by a call centre in Malaysia. Determine the root causes of the problems faced by call centre employees and generate alternative solutions to solve the problems faced by the company and to ensure the sustainability of the business. Case overview/synopsis This case was about the challenges faced by Daniel, the General Manager of an integrated security protection system company, Secure First (SF). Despite investing in the latest security technologies, conducting a major overhaul of the procedures, introducing an enhanced digital system at the call centre and providing training to the call agents, it was on the verge of losing its important long-term client due to its substandard performance. The client experienced major losses due to break-ins. After a thorough investigation, the problem surfaced in their call centre. Most of the staff were not familiar with the newly adopted system. The circumstances worsened when many of the call centre’s senior employees were tendering their resignations. The case discusses the aspect of employee satisfaction, staff performance that led to the turnover issue amongst employees in a call centre. The case explores what short-term and long-term strategies could Daniel suggest to change the call centre’s course to retain SF’s key account in times of desperation. Complexity academic level This case has a moderate level of difficulty and may be used in undergraduate students. Supplementary materials Teaching notes are available for educators only. Subject code CSS 6: Human resource management.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.
hi@scite.ai
10624 S. Eastern Ave., Ste. A-614
Henderson, NV 89052, USA
Copyright © 2024 scite LLC. All rights reserved.
Made with 💙 for researchers
Part of the Research Solutions Family.