Case Study Analysis: HRM Practices at Cell Comm Corporation

This case study examines the challenges faced by Mr. Asjad at Cell Comm Corporation, highlighting issues within their Human Resource Management practices. It begins by detailing the initial difficulties Mr. Asjad encountered during his training as a Customer Service Representative (CSR), including an inadequately trained instructor and insufficient time for rest and relaxation. The study then explores the various environmental stress factors affecting CSRs, such as overworking, unqualified personnel, and poor working conditions. The noise levels, lack of management support, and long working hours contribute to a stressful environment. Finally, the study provides recommendations for Cell Comm to foster a more professional and engaged CSR team, including strengthening customer service skills, improving communication, enhancing worker-management interaction, appreciating good work, and providing maximum support through clear policies and procedures. Desklib offers more solved assignments and resources for students.

RUNNING HEADER: Human Resource Management
Human Resource management
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RUNNING HEADER: Human Resource Management
Introduction
The discussion analyses the case study which shows how Mr.Asjard was treated in Cell Comm
Corporation. In order to illustrate the meaning of the case study, the paper describes the three
questions which summarize what was experienced by Mr.Asjard.
1. The initial challenges faced by Mr. Asjad in training in Cell Comm as CSR.
Mr. Asjad was almost embarking on 5-day training in Cell Comm. The training was to equip the
participants with apt skills which were to assist them to work as CSR in Cell Commute entire
objective of the training was to impart workers on the communications skills and product usage.
While he was in the organization Mr.Asjad faced a lot of challenges both during training and
after training (Brewster & Hegewisch, 2017).
First, Mr. Asjard was unlucky to meet with a trainer who had no adequate knowledge on the
training practices. The trainer was too authoritative and he used to command Mr. Asjard to
undertake the training practices. Mr. Umair who was the trainer had a lot of flaws. When Mr.
Asjard and his colleagues tried to inquire more information on the product usage and the trainer
ignored them because he did not have adequate knowledge on the subject matter.Mr. Asjard
together with other colleagues were a bit happy because they believed that how the training was
to be done.
The other challenge experienced by Mr. Asjard was lack of adequate time to relax. From the case
study it's clear that he was entitled to any leave except a single day when he was off the job Also;
during the job he experienced a lot of challenges whereby he was supposed to receive a large
number of calls per day (Berman, Bowman, West & Van, 2012). The job was tiresome and his
manager could not mind giving him leave. He could also spend more than 9 hours in his cabin
receiving calls. The office was not comfortable enough since it was designed to have squeezed
rows and columns which inhibited smooth movement.
2. Working environmental stress factors facing CSR as indicated in the case study.
From the case study, there are number work stress factors which are facing the Cell Comm
corporation.Mr.Asjard clearly illustrates different aspects which clearly describes the working

RUNNING HEADER: Human Resource Management
conditions in the organization (Briscoe,Tarique & Schuler,2012). Some of the work stress factors
experienced in the Cell Comm are;
First Mr.Asjard is serving multiple customers at the same time and receiving many calls without
a break. The entire aspect experienced in the organization is the issue of overworking. Mr.Asjard
is overworking and management has denied a leave thus meaning there is work stress in the
organization. The organization needs to have another worker who can be working together with
Mr.Asjard meaning that they can exchange calls. Handling many calls by a single person causes
much stress to the worker and it's always tiresome. Sometimes Mr.Asjard was supposed to keep
some customers on hold so to talk with other customers in the organization (Budhwar & Debrah,
2013).
The other aspect of environmental stress experienced in the organization is the issue of
unqualified personnel. From the training point, the case studies indicate how Mr.Asjard and his
colleagues were handled by the trainer. The trainer could not respond to the questions raised by
the Mr.Asjard and his colleagues. This shows the aspect of incompetence in the organization. It's
unfortunate to employ workers who are not fully qualified. Use of unqualified individuals in the
organization results in negative aspects such as work delay and incompetence.
Also, there is the issue of overworking and lack of appropriate working conditions. The noise
produced in the organization has affected the health of the workers. The management is aware of
the threats experienced in the organization but no one is paying attention or being concerned
(Buller & McEvoy, 2012). When Mr.Asjard pleads to rush his child to the hospital, the manager
denied him and he ordered him to return to the work. In addition, Mr.Asjard was exposed to
working for long hours without a rest. When Mr.Asjard decided to quit the job, the management
was unwilling to sign his letter. The overall image illustrated by the management body in the
case study indicates the issue of inefficiency within the workplace. The management should be
on front line showing the workers on the apt aspect to follow. When workers are not recognized
and handled keenly then it results to issue of demotivation. The case study has revealed how
labor turnover is affected by the management (Brewster, 2017). Mr. Asjard could not have
resigned if the work was good.

RUNNING HEADER: Human Resource Management
3. Recommendations for Cell Comm to have professional and engaged CSRs.
There are number of ways which can be done in Cell Comm Corporation to improve on
CSRs.The organization needs to understand the roles of the customers and the roles of the
workers. The image revealed by the Mr.Asjard has indicated the issue of disrespect to workers.
Therefore, the organization should adhere to apt measures which will care for both workers and
customers (Jackson, Schuler & Jiang, 2014). The recommendations which will enhance engaged
CSRs in Cell Comm Corporation are;
Cell Comm corporation should strengthen customer service skills. It is always important to
ensure all teams related to customer service have adequate skills. The case study has indicated
how the trainer was incompetent. The trainer could not even give appropriate directions on what
he was training. In order to ensure customers are being handled keenly, there is a need for clear
communication. When workers are receiving the calls form the customers, they should ensure
they are using clear communication thus ensuring customer satisfaction. Positive language
should be used when taking calls (Jiang,Lepak,Han,Hong,Kim & Winkler, 2012).
Also, Cell Comm need to improve on both customer interaction and workers interaction.
Generally, the case study shows how management was tough and authoritative to
Mr.Asjard.Lack of appropriate customer and worker interaction with management results to
organization winding up. Managers need to admit to their mistakes and they need to understand
that workers and also human beings and they need much care. Follow up after a problem has
been solved will help to build a mutual relationship between workers and management.
The other recommendation is appreciating on good work done by the workers. The case study
shows that no one could recognize the good work done by Mr. Asjard in the organization.
Recognizing workers in the organization improves the levels of satisfaction thus motivating
workers to produce more (Jiang,Lepak,Hu & Baer,2012).Use of incentives and other rewards
will assist the workers to achieve goals and objectives with much ease.
Lastly, Cell Comm Corporation should ensure there is maximum support to all workers.
Supporting workers in business enterprise helps in solving difficult concepts. The organization
should have clear rules and procedures which outlines how workers should be handled. If the

RUNNING HEADER: Human Resource Management
Cell Comm Corporation had outlined policies to handle workers, Mr.Asjard could not have
experienced all that he experienced in the organization. Managing workplace stress training will
assist in supporting workers in the Cell Comm Corporation. Also, the organization needs to
ensure employees are aware of how to access and find the support needed when working. The
health care services should be provided in the organization and therefore the issue of workplace
safety needs to be respected and handled at a higher degree (Pieper, 2012).
Therefore, in conclusion, Cell, Comm Corporation should have policies that guide the entire
management. Mr.Asjard experienced a lot of challenges which can be avoided by designing
policies and procedures that will support workers in the organization.

RUNNING HEADER: Human Resource Management
References
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RUNNING HEADER: Human Resource Management