1.

Identify org -Shreya

Sangeeta Sweets was started by Vinod Rai in 1955 and has been passing it down along
generations to Ramesh Thakkar (Son of Vinod Rai) in 1977 who is currently the owner and his
son Karthi Thakkar has also started taking over the business by heading operations of a few
verticals. They have been into this business for the last 77 years and are continuing to do so.
They are into manufacturing of sweets and Namkeen and also selling a few other branded and
imported chocolates to cater to the needs of all types of customers. Their manufacturing unit in
Santacruz West has around 40-45 workers working on the ideation and making of sweets and
namkeen. They also have their branches in Irla and Andheri .The staff in the shop are recruited
through references from family and friends and majority of the staff is either from Rajasthan,
Gujarat . However, they have staff from other states as well to make the specialty sweets. The
owner is very much dedicated to his business and leaves no opportunity unturned . Not only
does he want his business to flourish but is also making a conscious effort to educate his
customers on the importance of switching to environmentally friendly packaging and how we
can do our share to reduce the carbon footprint As part of this he has changed the packaging
from plastic to paper bags and also actively urges his customers to carry their own bags.He’s a
person who really worships his work and is very open in making a conscious effort to change
things in his organizations which would benefit his business and the people around him.

2. Identify people related behavioral problem.

The people related behavioral problem is identified among the staff members of the
store. There seems to be a very evident lack of motivation amongst them, to do any
kind of work beyond what’s told to them. The proactivitive efforts are made.

This may be due to this generation of employees’ unwillingness to commit to non-

glamorous jobs that require hard work.

3. Why is it critical for this behavior to change?

This behavior of the staff members needs to change as it acts as a hurdle towards the
true potential of the Sangeeta Store, leaving the owner helpless with respect to his goal
of gaining a competitive edge and essentially expansion of the store.

The employees of the organization seem to be needing some incentives to direct them
to strive towards the profitability of the business.

3. Identify the problem using concepts learned in OB course- Rishikesh

The primary problem that is being focused on is the staff not being cordial to the customers and
them not taking any initiatives at the workplace. Below mentioned are a few theories and
concepts of organizational behavior we feel are relevant with the primary problem being
discussed.

Organizational Citizenship Behavior: OCB is explained as the voluntary behavior that is not
part of an employee’s formal job requirement. This could include greeting every customer or
helping with tasks that are not part of his/her job role. From what we have observed as a group
and also from what we have learned based on the sample data collected, there is a very low of
OCB. Employees don't seem to be interested in undertaking even small level actions for the
betterment of the shop. They dont feel the urge to indluge in helpful gestures to customers

Affective Events Theory : Affective events theory conveys that employees react emotionally to
things that happen to them at their place of employment and these emotions influence their job
performance and satisfaction. The employees come from a relatively poor background and their
interest is purely to make money. They don't feel the need to work extra in terms of customer
interaction because it is not something that they are paid for. From our physical observations we
have observed that the employees are always feeling down and they don't seem to go about
their work joyfully. We feel strongly that the emotions emanating from the background they
come from are affecting their attitude and behvaiour at the workplace

4. Context in which this behaviour is demonstrated- Rishikesh

Since the employees come from mostly rural backgrounds , they lack the education and training
in basic communication and soft skills. Furthermore, their poor economic background further
depreciates their level of commitment and the behaviour that they show at the workplace. It also
comes in the context that they dont have any written contract with the owner and they could just
end up leaving one day. From our visits to the store, we have seen the owner patiently
emphasise to them the need to improve their soft skills but they dont seem to understand the
importance of it leading to the problematic behvaiour that they showcase.

5. Why is it critical for behaviour to change in context of org- Deivina

6. How will org & various stakeholders benefit from the modified behaviour-Shreya
The critical issue which we have observed in this scenario is regarding the staff not being
cordial to the customers and the staff not taking any initiatives at the workplace. Through this
project we would like to take the opportunity to help the organization to some extent if not in
total. As mentioned above the staff was not making an effort to give a tough fight to their
competitors and making changes to their shop’s products to meet the current market needs .
Once, the staff makes a conscious effort to try making new sweets which are not readily
available at other shops and also tries to better the taste of existing products, this will not only
attract new customers but will also increase the stickiness of the existing customers. For a shop
like this, word of mouth plays an important role for promotions . So, having a wide range of
sweets with improvised taste and new varieties will make it easier for them to increase the sales
and acquire a larger market share in the area they are operating in. Not only does it make the
owner benefit from increased revenue, but it also makes the staff feel good about being
associated with an organization like this where their work is being highly valued and also the
customers feel that their need of wanting to have new and improved sweets will be satisfied.
STEP 2

7. Primary data needs to be collected ( sample size has to be collected . Discuss with fcaulty-
Anugrah

8. Interview/survey questions have to be mentioned in the report.- same as the above question
so Anugrah

9. Create a proposal- Anugrah

Review of Literature

1. According to Merve Zayim Kurtay & Yasar Kondakci (2019), building trust between
a supervisor and their staff is necessary. They also discuss how to influence reactions to
change rather than reactions to labour.
2. According to Jessica R. L. Good , Michael Halinski, & Janet A. Boekhorst (2022),
participation in organisational social activities has a substantial indirect influence on
people with high levels of intrinsic desire for social activities. Even if it doesn't
necessarily translate into more income, they often take on more work. They exhibit more
organizational citizenship behaviors than average.
3. According to Amjad Younas , Daoping Wang, Basharat Javed, (2020), leadership that
is open to change has a positive relationship with OCB. They suggest that inclusive
leadership has an indirect impact on change-oriented OCB via behavioural integrity.
4. According to Sofiah Kadar Khan, Mumtaz Ali Menon, Alex Cheing, (2022), Organizational
commitment is found to be a powerful predictor of organisational citizenship behaviour, with
organisational culture and organisational justice serving as important predictors of
organisational commitment.
5. According to Mir Rough Ahmed & Rameez Raja (2021), employee work satisfaction has a
significant impact on organisational commitment and business performance. They use the
background of Indian commercial banking as an example, which is particularly useful for
management, policymakers, and other businesses engaged in the same industry. They make
it clear that employee job satisfaction has a big impact on how committed employees are to
 the organisation and how well the business performs. As a result, businesses demand that
employees be happy and content with their work.

https://publisher.unimas.my/ojs/index.php/IJBS/article/view/3160
https://onlinelibrary.wiley.com/doi/abs/10.1002/cjas.1586
https://onlinelibrary.wiley.com/doi/abs/10.1002/hrm.22109
https://journals.sagepub.com/doi/abs/10.1177/0972262920985949
https://www.tandfonline.com/doi/abs/10.1080/13603124.2019.1690704
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