Question

Larry is a customer service representative for a large nationwide insurance company. His primary job is to evaluate workers' compensation claims and provide members assistance in accessing services and financial resources. Larry covers two states, California and Louisiana, and usually has not more than a hundred or so active cases at any given time. All information is electronic, and communication is done through e-mail and phone calls. Larry works five days a week from 8:00 a.m. to 4:30 p.m., with a half hour off for lunch. His workstation is a six-by-six-foot cubicle in a large room with thirty other cubicles of customer representatives. He has been in this job for five years now, and is currently making $29,000 a year. He is married and has two children, a six-year-old and an eight-year-old. His wife, Mary, works at a local nursing home as a nurse. If you asked Larry about his job, he would most probably say, "It is a routine job," but he enjoys interacting with customers and helping them get the services they need. Over the past three years, his performance ratings have been very good. Management had reported in his annual evaluations that he is very proficient at completing his work in a timely and quality manner. About eight months ago, Larry was asked to participate in a committee on how to improve customer relations. Larry was excited about having the opportunity to contribute his ideas on what he feels are important factors in gaining a customer's trust and improve customer satisfaction. His enthusiasm and commitment landed him the leadership role for the committee. Over the next several months, Larry worked tirelessly, even taking the committee work home with him to complete. At the end of the project, Larry and his team submitted their findings and recommendations. Management was pleased with the work completed and took the recommendations into consideration. That was now over a month ago, and Larry has overseen his (and the team's) recommendations being implemented. At home, he still is very active, going to the park with his kids; he enjoys playing ball with his friends and going garage-sale bargain hunting with his wife on weekends. However, over the last few weeks, Larry has been having a hard time completing his daily work schedule. A few members have complained about his lack of attention to their cases, and management is concerned about his work performance. When asked about his performance, Larry replies, "It just doesn't seem as interesting anymore." Larry is now considering finding a new job, but management really doesn't want to lose him.

In a 1- to 2-page Microsoft Word document, submit the following to the Submissions Area by the due date assigned.

Provide a brief description of Larry's change in his work performance.

Explain the concepts of intrinsic and extrinsic motivation and how these may help explain Larry's motivation in his work.

What would be your recommendations to Larry and his supervisor?

Answer 1

This Larys's case is applicable every where today. Due to this high competition people want to excel, they unnecessary feel like earning name and fame. Earning wealth, buying a new house. They do not feel satisfied due to the amount of work they do in order to earn money.Hence Larry was a normal good worker, who lived upto satisfaction in his job, he never performed bad or so. But when heard of the annual evaluation the thought of performing better was laid by the company - extrinsic motivation and he took it very seriously - intrinsic motivation. Due both of these he toiled hard for achieving results. Hence his way of thinking was changed, it took a competitive turn. Hence in order to make place in customer's mind he worked very hard. He did not worked hard because he felt like working or he had some monetary needs. Since his wife was also earning both's earning should be sufficinet to run the family. He worked at home also, hence no change in the enviornment and no change in the thoughts. Inspite of working that hard if one overlook's the person's hard work or does not appreciate, the person would not feel like repeating the task. Even though his work has fulfilled company's expectations. There is no positive reeinforcement associated with this. His intrinsic motivation level will obvisouly go down as there is no motivation from the management side (extrinsic)

Hence when he came back to routine, his normal he started enjoying once again with his kids and the activties with his family, but showed disinterestt in the company. Due to which his performance started affecting, and he paid less attention in work and made more mistakes. His heart was neither completely into the work nor in the company work.

I would recommend his managers to pay attention to the work done by Larry and his team. To give them some kind of award of acknoweldgement in order to raise their motivation level. To support him during the extra amount of work, to add in more staff if he is taking the work at home. To bring the work into notice for whole of the company.To appreciate for the work done. This acts as positive reeinforcers which are motivating factors. Due to these factors there is also Social learning theory - due to which other employees see that Hard work is getting priased, hence they woud also start working equally hard, which in turn would be more profitable for the company.