Case Study: Motivating

INDIANA SALES: Skyline Pigeon

Five years ago, Mr. Narciso Cortes was hired as salesclerk by Indiana Sales, a firm
engaged in retailing and financing motorcycle sales. He was the first employee recruited by the
newly assigned manager of Santiago City branch. When Mr. Cortes was hired, the branch was
only one week old.
Within five years, the branch had a full complement of twenty persons including the
branch manager, a cashier, a credit and collection supervisor, and a parts and service
supervisors.
Mr. Cortes’ record as salesclerk, was commendable and the branch manager was
considering him for promotion as sales supervisor. The salesclerk’s job consisted of entertaining
inquiries from prospective customers. If a sale is made, he prepares the various documents
required including the deed of sale, invoice, and receipt.
The sales supervisor, on the other hand, was responsible for overseeing the activities of
the salesclerk, the utility boy, the driver, the records clerk, the documents clerk, and the stock
clerk. Oftentimes, the sales supervisor had to leave office at 8:00 Pm due to requirements of
the job.
Mr. Cortes indicated to the branch manager that he was happy with his job as salesclerk
and he did not aspire to have a bigger responsibility. The branch manager, however, was very
insistent, and he informed Mr. Cortes that the following month, he would be replacing the
current sales supervisor who was going to be promoted as branch manager and assigned to
another area.
Since the announcement of the impending promotion, Mr. Cortes’ behavior began to
change. Although the reports he previously prepared had been error-free, the ones he was
currently accomplishing were filled with some mistakes in computation. His perfect attendance
record was now marked with a few absences. He easily got irritated when customers asked a
lot of questions.
The branch manager is perplexed and is now pondering on the wisdom of pushing
through with the promotion of Mr. Cortes.
Questions:
1. What factors of motivation is not innate with Mr. Cortes? Explain
2. Discuss which motivational theory do you think is appropriate for Mr. Cortes?
3. What proposal will you offer to motivate Mr. Cortes to accept additional
responsibility and perform as expected?
 4. What hierarchy level in the theory of Abraham Maslow is Mr. Cortes experiencing?
5. What technique of motivation is lacking in the situation of sales supervisor?
6. What rewards do you think is applicable for the following employees? Brief
explanation for the reward to employees.
a. Sales Manager;
b. Sales Supervisor;
c. Rank and file employees.
Present your question and answer in ppt and indicate the member’s name for each slide.
Note: For question no. 6- this is intended for group with 6 members.

INDIANA SALES: Skyline Pigeon1.

Time Context:2.

Point of View: Manager of Santiago City branch3.

Statement of the Problem: The avoidance of new responsibility of Mr. Narciso Cortes4.

Alternative Courses of Action:I.

The Branch Manager should not force Mr. Cortes for the position as a Sales Supervisor.


Advantages:-

He can hire another person who is willing and better for that position.-

The performance, effectiveness and efficiency of the company will operate well.-

The given task will be executed properly.



Disadvantages:-

It will consume time in training the newly hired employee.-

Another adjustment of the newly hired employee.-

It will take time to relocate the previous Sales Supervisor to another branch.II.

Mr. Cortes will accept the position as Sales Supervisor.


Advantages:-

He will be promoted to a higher position.-

He will be receiving big salary than his previous position.-

He will be able to help the company.



Disadvantages:-

He will become very busy as Sales Supervisor.-

He can encounter more complaints from his team.-

He will come home late.III.

The Branch Manager should not encounter and motivate Mr. Cortes to that position.


Advantages:-

It will not be time consuming in training Mr. Cortes.-

It will be easier for the Branch Manager to relocate the previous Sales Supervisor toanother branch.-

Mr. Cortes can contribute benefits to the company.



Disadvantages:-

He will be handling bigger problem than his previous position.-

There will be a tendency that his performance can cause failure to the company.-

Due to much pressure, Mr. Cortes will resign.5.

Conclusion and Recommendations:We conclude and strongly believe that the best solution is not to
force Mr. Cortes to the positionbeing offered for the reason that he does not have the goodwill to take
the responsibility. Werecommend that it would be better to hire another person who is willing to take
risk of thatposition.

1. Mr. Cortes began to change when he knew that he will promote to become a sales supervisorand
maybe he is not interested to his promotion due to the structure of the work as supervisor.Becoming a
sales supervisor takes lot of responsibility because it is responsible for overseeingthe activities of the
salesclerk, the utility boy, the driver, the records clerk, the documents clerk,and the stock clerk.
Oftentimes, the sales supervisor had to leave office at 8:00 P.M. due to therequirements of the job.2.
The motivation theory that is appropriate for Mr. Cortes is Motivation-Hygiene Theory Alsoknown as the
Two Factory theory; Frederick Herzberg developed this in 1959. It postulates thatdifferent factors in the
work environment result in either satisfaction or dissatisfaction; Herzbergreferred to these as "hygiene"
factors. Factors that lead to satisfaction include achievement,recognition and advancement, while those
causing dissatisfaction include work conditions, salaryand peer relationships. In general, the theory puts
forth that supervisors must be able toeffectively manage factors leading to satisfaction and
dissatisfaction to successfully motivateemployees

1. The factors of motivation that is not innate with Mr. Cortes are:

               - Promotion

               - Additional responsibilities

               - Increase in salary

Mr. Cortes is just content with his present job duties and does not want to move to a
higher position and accept more responsibilities.

2. It is not possible to force someone to accept new responsibilities. In this case, we

must first analyze what is the resistance for change for Mr. Cortes. From the case study,
it is obvious that additional responsibilities nor promotions would not motivate Mr.
Cortes. Alderfer- ERG theory is appropriate for Mr. Cortes in this case. ERG refers to
Existence needs, Relatedness needs and Growth needs. Mr. Cortes has been going
home at 8pm in the evening which shows that he does not have work-life balance. The
relatedness needs refers to the individual’s need for significant relationships such as
family, peers or friends. According to this theory, needs are not in hierarchy. They must
all be met simultaneously to keep the employee motivated. The manager should ensure
that Mr. Cortes leaves office before 8pm to have good work –life balance. At the same
time, the existence needs such as safety environment and physiological needs need to
be met. This would motivate him to accept other responsibilities such as growth needs.
3. Mr. Cortes does not have time management skills as he leaves the office very late.
The manager should engage him in event management tasks to help learn to manage
time and also he can refer him for time management courses. These activities would
make him to manage time effectively and efficiently. It also would give him a sense of
belonging rather than doing the same routine job in which he is content with. When his
need for work-life balance (relatedness needs) are satisfied, then his focus would be
growth needs. He would be managing these needs simultaneously. This strategy to
motivate Mr. Cortes would be successful in making him to take additional responsibilities
and perform as per expectations.
4. Learning Assessment 1. Assess the situation and describe what
factor/s of motivation is not innate with Mr. Cortes. 2. Which
motivation theory do you think is appropriate for Mr. Cortes. 3.
Devise a plan or strategy to motivate Mr. Cortes to accept
additional responsibility and perform as expected.
5.
Mr. Cortes began to change when he knew that he will promote to
become a sales supervisor and maybe he is not interested to his
promotion due to the structure of the work as supervisor.
Becoming a sales supervisor takes lot of responsibility because it
is responsible for overseeing the activities of the salesclerk, the
utility boy, the driver, the records clerk, the documents clerk, and
the stock clerk. Oftentimes, the sales supervisor had to leave
office at 8:00 P.M. due to the requirements of the job.
The motivation theory that is appropriate for Mr Cortes is
Motivation-Hygiene Theory Also known as the Two Factory
theory; Frederick Herzberg developed this in 1959. It postulates
that different factors in the work environment result in either
satisfaction or dissatisfaction; Herzberg referred to these as
"hygiene" factors. Factors that lead to satisfaction include
achievement, recognition and advancement, while those causing
dissatisfaction include work conditions, salary and peer
relationships. In general, the theory puts forth that supervisors
must be able to effectively manage factors leading to satisfaction
and dissatisfaction to successfully motivate employees.
My plan to motivate Mr Cortes to accept additional responsibility
and performed as expected is to explain to him “what a supervisor
can do?” and “what are the benefits of being a supervisor? “. Most
of people accepted such as responsibility of being supervisor
because they expected the big benefits such as salary, health
support and others that can secure them in living.