CASE

STUDY

Created by: Created to:

Mangondaya Ashaira Sir Mikey Cruz Reyes
1st year College
BSBA 1D

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Case 1: Leadership Crossword

I. Self awareness and Regulation

1. - For my own observation, The client is the person involve in every business that gives their
incentives for a high rate of their actual sales. The nature of their business where focus on the
needed information of everybody’s want to justify in every individuals, and to give them an
assistance of their customers and it’s satisfaction.

2. - In this case The main character of this case study is the Operation Manager because he/she
is the one who train the agent’s on how to entertain a customer with the proper approach of
their clients.

3. - The submission of the quality team was an escalation report on what happened inside the
industry was regarding of their performance of their agents was having some mistakes were
they are not recognized with the manager itself.

4. - In this case, There are five 5 agents that are involved in this collective report. And there are
five 5 managers.

5. - According to case study The person who spoke to the operation manager is the Quality
Team which there are five particular agents have shown habitual noncompliance for the items.
Such as: using the proper call holding procedure, using tool when troubleshooting software
usage and compatibility issue.

6. - The main behavior about their performances are skipping the process , placing the order for
successful resolved issues even w/out customer approval, creating issues for dispute, further
escalation and order recalls.

7. - For me The Hierarchical leadership can be defined as a “clearly delineated chain of

command from the lowest to the highest levels within an organisation”, This is not uncommon
in large-scale organisations, including in the corporate world.

8. - For my own understanding The difference between them is the team manager is he/she is
has a right to command the agent so that they can get their satisfaction as a team, while
operation manager is in-charge of the operation for making their sale to be increase in their
handled accounts and the senior manager is responsible for the big deal with the investors or
the problems to be handle that cannot handled by the lower position.

9. - It is Self-awareness because we have to be aware for our daily lives and through this we can
easily get out for the points that we don’t encountered yet. It also helps us to control our
emotions as we go beyond as we motivated enough.

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10. - I think They are actually getting mud yet they could resolve it by the help of their
constituents so that they can get of what their aims and assistance for the customers.

11. - For me Basically the two terminated managers avoid of reaching the leadership because
they are wanted to make their agents performed well no matter in time or in decision and
actually they have a different strategies by making their customers satisfied of what are their
wants and expectations.

12. - During when their agents are trying to avoid some rules and policies that makes their
managers disappointed on what they did. So from those mistakes of what the agents done is he
began to be aware on it.

13. - Yes, because it for to sake of their industry so that it would not happened again to make
their business be productive for the product and accounts they are handling.

14. - It still has a manager will handle this because if not then their business will be closed
instead of making their products unjust of making it a constant business for the development of
their investors and customers

15.- The client will want to file some case if needed and depending on the situation that they
may have.

16. - Measure the implemented if you were in the terminated agents shoes? The other three
agents? The team managers of the five agents? A senior manager? The Client?

17. - If I were an agent shoes then I will choose not be a part on them not because for the
protection but instead it has some purposes.

II: MOTIVATION

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1. - Motivation is the ability to make you aware of the things that makes them not to relay on
what they are standing out.

2. - The Intrinsic motivation involves doing something because it's personally rewarding to you.
Extrinsic motivation involves doing something because you want to earn a reward or avoid
punishment.

3. - The factors that influence motivation is the presence of your whole being that affects
yourself to be well motivated.

4. - The things that make the agent motivated is their customer satisfaction and being able to
make them getting regulated as they serve their customers.

5. - They are carefully doing their job in molding them to be able to get their offers to the
customers that were actually gained from the information they want of that particular
products.

6. - The things that ,makes them have prompted to the quality as a team is that they are trying
to give their responsibilities for their agents to their managers that could not being handled by
the agent.

7. - No.

8. - It is controllable because it does not mean that if those things are tend then you are needed
to take it as you can presents to everybody. In spite of it is not demand.

9. - The motivation can be adjusted because its depend on how you handle it for yourself and
for you to be aware for the things that you do not discovered yet to yourself.

10. - No

11. - They wanted to make a sense of what they are trying of.

12. - Through giving some techniques and ideas from every purpose and every affections that
comes.

13. - The responsible for the agents motivations is just their own self that formulates of what
they are aims to be.

14. - Yes of course because when setting up some motivated standards of being an agent is its
your choice rather than the teammates.

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15. - Yes, it is because he/she is giving some corporate path that makes those agents to be
aware through giving their own self-regulation.

16. - When they get their customer being satisfied for their wants to be done accordingly.

17. - I just wanted to present to them that I am capable anything and everything the
customer’s questions to be answer.

III. Personal Vision and Mission

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1. - It is your own set-up that you are looking forward for your future as you go through, and to
learned and explore beyond. To make things possible.

2. - Is your wanted to be done in this world as you live with your dedications and desire for the
things to make most come true.

3. - Is by applying it together and to function it as a whole within you.

4. - Actually everybody should have your mission and vision in life because as what you are
living for you are just useless if you don’t serveto the people that needs help to make all things
to be possible enough.

5. - They were just taking it as they can make their mission and vision be followed, and it’s just
like they are taking it as a mistake if they could not get of what they are hoping for their
futures.

6. - It’s just for their grave and consequence to take it as they cannot do off what they have
shown unto the higher ranks on the said fired.

7. - In order to make the person be motivated with some regulating of self which is to be able to
cope-up some awareness in every selves

8. - Through by making it to thing the possibilities for they have to go beyond around the
mission and vision.

9. - In connection of this is it has to be able to set some factors that easily look for the
awareness, regulation, vision and mission.

10. - Being as an agent for me they would be following and to make their best to get the
outlooks in life of their company and it’s up to them if how did they interpret, as long as you
show to them that you are capable of handling their accounts.

11. - It is not totally important but it’s your choice if you wanted to reach you r mission and
vision.

12. - Its depends on the problem because they are getting the ready for what is they are wanted
soon

13. - For me it is just for your own self that you have done with your ambitions to set some
information and ideas to make itpossible.

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14. - His personal mission is to take a good deal of their customers by their agents and to sale
products the right way of dealing with it and his vision in mind is to make their company as a
best to deal with the accounts and product they are handling on-time.

15. - My Vision is to get those things that I don’t discovered yet in myself and to generate my
whole being to take risk from where I am came from.

My mission in life is to attain my responsibilities and duties, for every day that I am facing over
and to overcome my straggles, challenges, and temptations in life. That fulfills my needs
towards my better future.