OGL 481 Pro-Seminar I:

PCA-Human Resource Frame Worksheet

Worksheet Objectives:
1. Describe the human resource frame
2. Apply the human resource frame to your personal case situation

Complete the following making sure to support your ideas and cite from the textbook and other
course materials per APA guidelines. After the peer review, you have a chance to update this and
format for your Electronic Portfolio due in Module 6.

1) Briefly restate your situation from Module 1 and your role.

My organization is the car Dealership, Dodge Chrysler Jeep Ram. I work in the customer
service experience department where I am the leader of a team that works to ensure our
customers have pleasant experiences when coming and doing business with our dealership. The
situation is that we have received negative feedback and surveys from our customers who are
upset about the lack of communication from the dealership’s service department’s repair
advisors. Customers are not being updated about their vehicles in service, they also call and have
a hard time reaching their service advisor. Overall, customers are having negative experiences
with our service department, affecting the organization as a whole. The organization is losing
customers because of it.

2) Describe how the human resources of the organization influenced the situation.

The human resources of the organization influenced the situation in various ways.
“The human recourse frame centers on what organizations and people do to and for one
another,” (Bolman & Deal, 2021). I believe that the fit between the service advisors and
the organization is poor. Therefore, these issues are arising. The serive adivors don’t feel
properly cared for and are not performing to the best of their ability for the company. The
company is suffering because they are losing customers, loyalty, and money. “When the
fit between people and the organization is poor one or both suffer,” (Bolman & Deal,
2021). This is exactly what is occurring. The advisors work eleven hour days every day
and are slammed with work. I believe that the company is definitely overworking them
for the amount of advisors we have. There are five advisors and the volume of customers
is huge. Also, the company is booking quadruple the times of service appointments
without giving advisors a say about it. This is making them feel unmotivated, and

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 withdrawing their efforts. They are also working against organizational purposes by not
having communication with the customers.

The service advisors don’t feel that they are being appreciated and seen as much
and ask themselves, why they should work harder for the company if they are not valued
enough. Also, the strategy of reducing personnel and having fewer advisors is working
against the company because there is not enough talent, skill and loyalty to succeed.
“Emerging evidence suggests that downsizing has often produces dissapoiting results,
(Bolman & Deal, 2021). I believe that this is a significant issue in our dealership and they
chose wrong by having less service advisors. The relationship with the service advisors
and the company right now is not the best. Therefore, all of these issues are occurring. If
were a great fit and their relationship was better, the service advisors would put in much
more of their efforts to help the company succeed. They would have constant
communication with employees and care about receiving positive surveys for the
company.

3) Recommend how you would use the human resources for an alternative course of
action regarding your case.

I would improve human resource management for an alternate course of action. I

would use human resources so employees are able to reach out to them and take feedback
seriously. Human resources is a great tool to help and organization and its people
succeed. I would use the benefits of human resources to change the service advisor’s way
of working. By using proper human resources, “The organization benefits from talented,
motivated, loyal, and free-spirited workforce. Employees in turn are more productive,
innovative and willing to go out of their way to get the job done,” (Bolman & Deal,
2021). This would be my goal when using human resources. I would use human
resources to invest in the service advisors. Meaning investing in them, in their training in
customer service and in the service department itself. I would also create development
and growth opportunities for them as well.

I would also use human resources to empower the service advisors. By this I
mean, keeping them informed, encouraging autonomy and participation. If I am able to
do this, maybe they will feel motivated to have the proper communication with our
customers because the company is having the proper communication with them. I would
encourage letting the service advisors know that we trust them to perform correctly. If we
trust the advisors and they know that we are putting our faith in them, they will want to
work at their best for us. However, if we don’t give them that trust and they know we are
not trusting them, they will feel discouraged. “When individuals find satisfaction and
meaning in work, organizations profit from the effective use of their talent and energy,”

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 (Bolman & Deal, 2021). If the service advisors feel satisfied and feel valued they will
want to work harder meaning try to have the proper communication with employees to
improve survey feedback and stop losing valuable customers. This is where the
dealership will benefit as well.

4) Reflect on what you would do or not do differently given what you have learned
about this frame.

Given what I learned about this frame I would do many things differently. This
would be for the well-being of the service advisors.This would also be to avoid them
withdrawing and for them to really want to try. I would begin by hiring more advisors
and not downsize like the company has. I would invest in people because according to
Bolman and Deal, investing in having more employees creates a highly motivated and
skilled workforce. This leads to a powerful competitive advantage, (Bolman & Deal,
2021). I would reduce the work hours to shorter days so the advisors are not burnt out and
for them to be focused. This will help them have the energy and right attitude to be at
work rather than feeling drained. If the advisors are drained they will not perform to the
best of their ability.
I would also let them know how much we value them. I would give them money
insentives and bonuses based on outcomes and performance. I think about the
Expectency Theory, specifically the question, “How much do I value the rewards I might
obtain, through higher performance?” (Bolman & Deal, 2021). I would give them proper
rewards that they value to motivate them to work harder. I believe that also letting them
give their ideas and input is very important. This would help them truly feel a part of this
organization. It would make them feel heard. However, money is not all that would
motivate the service advisors. Belonginess, inclusion, respect, and recognition is also
important for them. Therefore I would make those needs a priority as well. I would also
not mircromanage and over control. When the advisors feel that they are being
micromanaged they feel discouraged. There has to be a proper balance.

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 Reference
Bolman, L. G., & Deal, T. E. (2021). Reframing organizations: Artistry, choice, and

leadership (7th ed.). San Francisco, CA: Jossey-Bass.