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Consulting Report

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Consulting Report
A Review of the Literature
Stacie Johnson
University of Maryland University College

Author Note
This paper was prepared for AMBA 620, Section 1141, taught by Professor Boyle
Case Synopsis
Ms. Williams works at a bank and her case involved a problematic situation that developed a few months after two new employees joined her team. The two employees in question were the new branch manager, and a part-time teller. Both employees’ job performance was stellar, but it diminished shortly after their hire date. They began to demonstrate a lack of motivation and commitment to their jobs. For example the teller started to become complacent and distracted. His attention to detail began to wane as the cash drawer started to regularly close out unbalanced. Additionally, the teller stopped making the required sales referrals to his customers. This resulted in decreased business for the bank. The manager in this case was not holding the teller responsible and he also started delegating the overwhelming majority of his duties and responsibilities to others. Routine task performance quickly began to deteriorate. These two members’ poor performance began to have an impact on everyone at the branch office.
According to bank policy, each branch is evaluated for performance to determine compensation and bonus incentives using a balanced scorecard system. The branch as a whole has quarterly sales goals which require every employee to be a team player in order to accomplish the mission. Because of these two employees, the branch did not meet its goals and no one received an incentive bonus. Consequently, this resulted in low morale and high turnover.
Scholarly Framework
Colquitt et al. (2013) defines motivation as “a set of energetic forces that originates both within and outside an employee, initiates work-related effort, and determines its

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