Item A: CareConnect employs 60 customer advisers. Employee turnover is 29%, and exit interviews frequently mention repetitive scripted work. Customer satisfaction is 86%, but average call waiting time has increased from four to seven minutes.
State one non-financial method of motivation.
CareConnect could pay each adviser an annual performance bonus of up to £1,200, linked to call-handling and customer-satisfaction targets.
Calculate the maximum total annual cost of the bonuses for all 60 advisers.
CareConnect is considering two motivation options:
Option 1: Pay the annual performance bonus
Option 2: Introduce job enrichment by training advisers to resolve more complex cases and giving them greater responsibility, at a cost of £48,000
Justify which one of these two motivation options CareConnect should choose.
37 exam-style questions on Edexcel GCSE Business 2.5 Making human resource decisions, covering 2.5.1a Organisational structures, 2.5.1b The importance of effective communication, 2.5.1c Different ways of working, 2.5.1d Impact of technology on ways of working, 2.5.2a Different job roles and responsibilities, 2.5.2b Recruitment documents, 2.5.2c Recruitment methods, 2.5.3a How businesses train and develop employees, 2.5.3b Link between training, motivation and retention, 2.5.3c Retraining to use new technology, 2.5.4a The importance of motivation, 2.5.4b Financial methods of motivation, and 2.5.4c Non-financial methods of motivation. Each one has a worked solution and a mark scheme showing where the marks go.