Face to face interaction and motivating employee frequently. Timely appreciation for the good work and other excellence has made the operators to work hard and speak out freely about their problems in work, because operators are the people who had practical difficulty in implementing the written process.
Reorganization (Public Motivation)
Efficient operator was chosen and his name is made to display on board of honour. This type of motivation will induce others to excel in similar manner. Naturally a healthy competition would occur inside organization and within the operators. Appreciation and reorganization will remove the fear out of employees to open up issues related to work.
Appreciation letters from Area Manager and General Manager were conferred upon these operators in a public function (BSNL). This motivation technique is also a kind of public motivation but in a large scale and in a special occasion. Rewards are given at a special day to individually appreciate the employee’s with not only words but also in a proof format (Incentive, Certificates). Motivation through rewards has a bigger reach within the organization and its parent firms.
Prize of their own choice were given to them.
Awarding is also a motivation technique usually a memento, gift, cash etc. Since the criteria for awards were minimum 200 calls and 20 days attendance, the servicing in numbers increased and customer complaints reduced. Rewards and Awards being a status to the individual and therefore each one do their part of job efficiently also bring up enough confidence in handling difficult situation.
Q2. Had you been Baheti, what other techniques you would have used to improve the...