OGL 481 Pro-Seminar I:

PCA-Choosing an Organization Worksheet

Worksheet Objectives:
1. Identify an organization and situation you want to study over the remainder of the course.
2. Describe the organization and the 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) T-Mobile- Internet and Cellular Carrier.

T-Mobile cooperate tried exceptionally hard to promote and ensure Mobile Experts were

very customer focused rather than commission orientated. That was a major part of being the

“Un-Carrier” however at smaller locations with less traffic (like the location I worked at)

maximizing each opportunity for a sale was not just highly stressed but almost mandatory.

Being transparent with pricing and “no-contract options” is supposed to be part of the

experience when working with the Mobile Experts at T-Mobile. However my manger at the

time was very loose when it came to following those corporate guidelines because she

believed that being overly transparent with customers would deter customers from making

purchases from my perspective. She instructed all of the Mobile Experts to pitch bundles of

products that we believed would fit the customers best but to only mention the monthly and

out the door pricing. We were not to give an extensive breakdown of the price unless asked

to ensure that each of the metrics for the store such as accessories, smart watches/tablets and

internet were all met or exceeded regardless of the amount of traffic the store had. This is a

situation that can be looked at from a few different frames. From most of my coworkers and

my own position it was hard being in such a serious sales focused rather than customer

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 focused environment. However from my managers perspective this is the type of behavior

that was needed to not only meet goals but exceed them and I do understand that desire. I just

do not believe in compromising my core values to do so.

2) Describe your role in the organization (it can be an internal or external role).

My role within T-Mobile has been both internal and external at times. I was an Mobile

Expert for about four years (internal employee) and I have been a consumer for about six

(external customer). Having the chance to experience different roles in the organization has

given me a very unique overall perspective.

3) Describe the situation, including information you think the will help the reader
understand the most important elements of the situation. (This will require
selectivity: part of the art of case writing is separating the essential facts from the
mass of information that might be included).

T-Mobile coorperate tried exceptionally hard to promote and ensure Mobile Experts were very

customer focused rather than commission ordentied. That was a major part of being the “Un-

Carrier” however at smaller locations with less traffic (like the location I worked at) maximizing

each opportunity for a sale was not just highly stressed but almost mandatory. Being transpartent

with pricing and “no-contract options” is supposed to be part of the experience when working

with the Mobile Experts at T-Mobile. However my manger at the time was very loose when it

came to following those corperate guidelines because she believed that being overly transparent

with customers would deter customers from making purchases from my perspective. She

instructed all of the Mobile Experts to pitch bundles of products that we belived would fit the

customers best but to only mention the monthly and out the door pricing. We were not to give an

extensive breakdown of the price unlessed asked to ensure that each of the metrics for the store

such as accesorries, smart watches/tablets and internet were all met or exceeded regardless of the

2
amount of traffic the store had. This is a situation that can be looked at from a few different

frames. From most of my coworkers and my own postion it was hard being in such a serious

sales focused rather than customer focused environment. However from my managers

perspective this is the type of behavior that was needed to not only meet goals but exceed them

and I do understand that desire. I just do not believe in compromising my core values to do so.

3
 References

Bolman, L. G., & Deal, T. E. (2021). Reframing organizations: Artistry, choice, and leadership
(7th ed.). San Francisco, CA: Jossey-Bass