Verizon Case Resume
Verizon Communications, Inc.
Implementing a Human Resources Balanced Scorecard.
RESUME CASE
MM 5002
PEOPLE IN ORGANIZATION
Suri Melinda Hutagalung
29113123
MASTER OF BUSINESS ADMINISTRATION
SCHOOL OF BUSINESS AND MANAGEMENT
INSTITUT TEKNOLOGI BANDUNG
2014
PROBLEM DEFINITION
The Problem Definition of this case is:
1. Employee turnover (job security).
2. Quality of customer service.
3. The absence of quantitative model (relation money and performance)
4. Insecure manager (Low transparency between managers and departments because of fear of losing control).
5. How to improve a balanced scorecard to be a valuable thing?
PROBLEM SOLVING AND ANALYSIS
Employee turnover (job security):
1. Reducing hiring and layoff system
2. Create a sense of belonging and ownership in the company (Make sure that our employee is the most valuable asset) :
a. Implement an interesting salary and incentive pay system
b. Cultivate open communication between employees and company management
c. Addressing and facilitating employee’s social life by creating employee community
Quality of customer service:
1. Chose an experienced customer service manager
2. Retraining the customer service staff to develop their full potential
3. Ensure that the customer service staff know about the company and customers by heart
The absence of quantitative model (relation money and performance):
1. Chose an effective company program and then evaluate that program’s result.
2. Present the program’s result to employees
Insecure manager
(Low transparency between managers and departments because of the fear of losing control):
1. Creating a dynamic career path
2. Establish department’s cooperation between departments at the company
Improve the balanced score card to a more valuable thing. several steps that to be taken by the companies are:
1. Determine more specific objective of the strategy for every
Implementing a Human Resources Balanced Scorecard.
RESUME CASE
MM 5002
PEOPLE IN ORGANIZATION
Suri Melinda Hutagalung
29113123
MASTER OF BUSINESS ADMINISTRATION
SCHOOL OF BUSINESS AND MANAGEMENT
INSTITUT TEKNOLOGI BANDUNG
2014
PROBLEM DEFINITION
The Problem Definition of this case is:
1. Employee turnover (job security).
2. Quality of customer service.
3. The absence of quantitative model (relation money and performance)
4. Insecure manager (Low transparency between managers and departments because of fear of losing control).
5. How to improve a balanced scorecard to be a valuable thing?
PROBLEM SOLVING AND ANALYSIS
Employee turnover (job security):
1. Reducing hiring and layoff system
2. Create a sense of belonging and ownership in the company (Make sure that our employee is the most valuable asset) :
a. Implement an interesting salary and incentive pay system
b. Cultivate open communication between employees and company management
c. Addressing and facilitating employee’s social life by creating employee community
Quality of customer service:
1. Chose an experienced customer service manager
2. Retraining the customer service staff to develop their full potential
3. Ensure that the customer service staff know about the company and customers by heart
The absence of quantitative model (relation money and performance):
1. Chose an effective company program and then evaluate that program’s result.
2. Present the program’s result to employees
Insecure manager
(Low transparency between managers and departments because of the fear of losing control):
1. Creating a dynamic career path
2. Establish department’s cooperation between departments at the company
Improve the balanced score card to a more valuable thing. several steps that to be taken by the companies are:
1. Determine more specific objective of the strategy for every