Organization behavior

Case study: Mark Wilson creates different kind of Telemarketer

Table of content •Summary •Question for discussion •Conclusion

Summary • Mr. Mark Wilson spent years managing call centres as an executive at the

financial information publisher .

• Present scenario of call centres:

Present scenario in call centre is high employee turn over ratio.

• Mr. Wilson's belief :

Mr. Wilson thought that organization should be like that where employees would be happy with work.

Summary • Mr. Wilson hired a consultant to obtain a finance for the firm, but because of high

employee turn over no ventures were ready to invest at that time.

• Got ventures from SJF ventures $7,00,000 in return in equity to establish Ryla Inc. in Georgia

• Mr. Wilson provides opportunities for training , growth , development and well being of employees.

• Ryla having 2,000 employees and less than 30 % employee turn over .

• Revenue of Ryla in 2003 - $4.5 millions and 2009- $100 millions

Summary • Mr. Wilson's contribution in success of Ryla:

1. Mr. Wilson provides open door policy and variety of benefits ranging from 401 k plans ,

medical and life insurance plans, paid holidays , time off and yoga classes

2. Eligible for stock options and promotions internally to give more responsibility so no

dead end for employees .

3. award ceremony called “RYLA HUDDLES”.

Summary • Mr. Wilson strives to create a work environment in which Ryla’s employee feel “like it’s

best job they ever had”.

• A focus on creating a supportive , caring and developmental environment for employees

and providing excellent service to customers has helped Ryla grow and prosper.

• For instance, Ryla places on the 35th finalists in the wall street journal .

Summary • Social aspects :

• On Ryla’s 5th anniversary celebrated ‘spirit day’ honour , teams developed among employees and winning teams were awarded to donate $500 as charity.

• New approaches and projects to provide excellent service to his customers.

• Ryla has focused on short term projects that require fast startup and shutdown that help him in all kind of emergencies and crisis happens in organization .

QUESTIONS FOR DISCUSSION

1.BASED ON THE MATERIAL IN THE CASE AND THE CHAPTER CONTENT,HOW WOULD YOU DISCRIBE

MARK WILSON’S PERSONALITY?

• Proactive personality

• Perseverance to searching financial support • Leadership traits to motivate the employee

• Thanksgiving & holiday schedule • Open-door policy to make an impact of employees

• Sponsors charity events

2. HOW MIGHT HIS PERSONALITY AND THE SITUATION HE WAS IN HAVE CONTRIBUTED TO HIS

FOUNDING OF RYLA?

• Proactive personality: He knew well what kind of working environment would give him more growth.

• Perseverance to searching financial support :as given in case Mr.Wilson have appointed a consultant for finance for his new company.

• Leadership traits to motivate the employee: for motivation of employee he provided training and develpomental opportunities .

• Thanksgiving & holiday schedule : paid holidays , times off and aerobic classes was arranged for employee.

2. HOW MIGHT HIS PERSONALITY AND THE SITUATION HE WAS IN HAVE CONTRIBUTED TO HIS

FOUNDING OF RYLA?

• Open-door policy to make an impact of employees : Ryla ask employee about feedback of what area they need to improve or develop their skill and knowledge by training .

• Sponsors charity events : On Ryla’s 5th anniversary celebrated ‘spirit day’ honour , teams developed among employees and winning teams were awarded to donate $500 as charity.

3.HOW WOULD YOU CHARACTERIZE HIS ABILITIES?

• Create a sustainable work environment

• Organizational culture • Individual leadership ability to make the situation favorable towards his

business interest

• Strong ability to maintain open door policy

3.HOW WOULD YOU CHARACTERIZE HIS ABILITIES?

• Keen interest to cares his employees, community and charity events • New approaches provide excellent service to his customer, which will in

future expand the company

• Provide opportunities for employees

4.WHAT ROLE DO YOU THINK WILSON’S PERSONALITY AND ABILITIES PLAY IN THE SUCCESS OF RYLA AND THE NATURE

OF ITS WORK ENVIRONMENT?

• Mark Wilson create a work environment at which his employees feel “like it’s best job they ever had”. as the best Job for this he played an important role like supportive, caring, developmental environment for employees and providing excellent service to customer has helped Ryla to grow and prosper.

Conclusion

Thank You