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INDIAN SCHOOL OF MANAGEMENT AND STUDIES
SUB: ORGANIZATIONAL BEHAVIOR MAX MARKS: 100
Executive Masters Program in Business Administration (E-MBA)
(Semester I )
Note :- Solve any 4 case study
All case carries equal marks
INDIAN SCHOOL OF MANAGEMENT AND STUDIES
SUB: ORGANIZATIONAL BEHAVIOR MAX MARKS: 100
CASE I
A DIAMOND PERSONALITY
Ask Suraj bhai about the dot-com burst and he may grin at you as if to say,
``What burst?’’ Suraj bhai, a 38-year-old entrepreneur, owns an Internet business that
sells loose diamonds to various buyers. Business is becoming for Suraj bhai. In 2004, he
had sales of INR 3,500 million. Needless to say, Suraj bhai is optimistic about his business
venture.
The future wasn’t always to bright for Suraj bhai, however. In 1985, Suraj bhai
moved from his native town Suraj, to New Delhi, with little ability to speak English. There,
he attended language courses and worked at the local mall to support himself. After
graduation, his roommate’s girlfriend suggested that he work at a local jeweler. ``I
thought she was crazy. I didn’t know anything about jewelry,’’ says Suraj bhai, who took
her advice. Though he worked hard and received his Diamonds and Diamonds Grading
certification from the Gemological Institute, he wasn’t satisfied with his progress. `I
quickly realized that working there, I was just going to get a salary with a raise here and
there. I would never become anything. That drove me to explore other business
ventures. I also came to really known diamonds – their pricing and their quality.’’
In 1997, tired of working for someone else, Suraj bhai decided to open his own
jewelry store. However, business didn’t boom. `Some of my customers were telling me
they could find diamonds for less on the Interest. It blew my mind’’ Surajy bhai
recognized an opportunity and began contacting well-known diamond dealers to see if
they would be interested in selling their gems online. Suraj bhai recalls one conversation
with a prominent dealer who told him, `You cannot sell diamonds on the Internet. You will
not survive.’’ Discouraged, Suraj bhai then says that he made a mistake. ``I stopped
working on it. If you have a dream, you have to keep working harder at it.’’
A year later, Suraj bhai did work harder at his dream and found a dealer who
agreed to provide him with some diamonds. Says Suray bhai, ``Once I had one. I could
approach others. Business started to build. The first 3 months I sold INR 20 million worth
of diamonds right off the bat. And that was just me. I started to add employees and
eventually closed the jewelry store and got out of retail.’’ Although Suraj bhai does have
some diamonds in inventory, he primarily acts as a connection point between buyers and
suppliers, giving his customers an extraordinary selection from which to choose.
Suraj bhai is now a savvy entrepreneur, and his company, Abhisaz.com, went
public in October 2003.
Why is Suraj bhai successful? Just ask two people who have known Suraj bhai over
the years. Yogesh bhai, a realtor who helped build Suraj bhai building, says, ``Suraj bhai
is a very ambitious young man. I am not surprised at all how successful he is. He is an
INDIAN SCHOOL OF MANAGEMENT AND STUDIES
SUB: ORGANIZATIONAL BEHAVIOR MAX MARKS: 100entrepreneur in the truest sense of the world.’’ One of Suraj bhai former real-estate
instructors, Arun Jain, concurs. `I am not surprised at all at his success,’’ says Arun.
``Suraj bhai has always been an extremely motivated individual with a lot of resources.
He has a wonderful personality and pays close attention to detail. He also has an ability
to stick to things. You could tell from the beginning that he was going to persevere, and I
am proud of him.’’
Suraj bhai is keeping his success in perspective, but he also realizes his business’
potential: ``I take a very small salary, and our overhead in INR 25 million a year. I am not
in debt, and the business is breaking ever. I care about the company. I want to keep
everything even until we take off, and then it may be another ball game.’’
Questions:
1. What factors do you think attributed to Suraj bhai’s success? Was he merely
``in the right place at the right time’’, or are there characteristics about him
that contribute to his success?
2. How do you believe Suraj bhai would score on the Big Five dimensions of
personality (extroversion, agreeableness, conscientiousness, emotional
stability, openness to experience)? Which ones would he score high on? Which
ones might he score low on?
3. Do you believe that Suraj bhai is high or low on core self-evaluations? On
what information did you base your decision?
4. What information about Suraj bhai suggests that he has a proactive
personality?
INDIAN SCHOOL OF MANAGEMENT AND STUDIES
SUB: ORGANIZATIONAL BEHAVIOR MAX MARKS: 100
CASE II
BULLYING BOSSES
It got to where I was twitching, literally, on the way into work,’’ states Carrie
Clark, a 52-year-old retired teacher and administrator. After enduring 10 months of
repeated insults and mistreatment from her supervisor, she finally quit her job. ``I had to
take care of my health.’’
Though many individuals recall bullies from their elementary school days, some
are realizing that bullies can exist in the workplace as well. And these bullies do not just
pick on the weakest in the group, rather, any subordinate in their path may fall prey to
their torment, according to Dr. Gary Namie, director of the Workplace Bullying and
Trauma Institute. Dr. Namie further says workplace bullies are not limited to men-women
are at least as likely to be bullies. However, gender discrepancies are found in victims of
bullying, as women are more likely to be targets.
What motivates a boss to be a bully? Dr. Harvey Hornstein, a retired professor
from Teachers College at Columbia University, suggests that supervisors may use
bullying as a means to subdue a subordinate that poses a threat to the supervisor’s
status. Additionally, supervisors may bully individuals to vent frustrations. Many times
however, the sheer desire to wield power may be the primary reason for bullying.
What is the impact of bullying on employee motivation and behavior?
Surprisingly, even though victims of workplace bullies may feel less motivated to go to
work every day, it does not appear that they discontinue performing their required job
duties. However, it does appear that victims of bullies are less motivated to perform
extra-role or citizenship behaviors. Helping others, speaking positively about the
organization, and going beyond the call of duty are behaviors that are reduced as a
result of bullying. According to Dr. Bennett Tepper of the University of North Carolina,
fear may be the reason that many workers continue to perform their job duties. And not
all individuals reduce their citizenship behaviors. Some continue to engage in extra-role
behaviors to make themselves look better than their colleagues.
What should you do if your boss is bullying you? Don’t necessarily expect help
from coworkers. As Emelise Aleandri, an actress and producer from New York who left
her job after being bullied, stated, ``Some people were afraid to do anything. But others
didn’t mind what was happening at all, because they wanted my job.’’ Moreover,
according to Dr. Michelle Duffy of the University of Kentucky, coworkers often blame
victims of bullying in order to resolve their guilt. ``they do this by wondering whether
maybe the person deserved the treatment, that he or she has been annoying, or lazy,
they did something to earn it,’’ states Dr. Duffy. One example of an employee who
observed this phenomenon firsthand is Sherry Hamby, who was frequently verbally
INDIAN SCHOOL OF MANAGEMENT AND STUDIES
SUB: ORGANIZATIONAL BEHAVIOR MAX MARKS: 100abused by her boss and then eventually fired. She stated, ``This was a man who insulted
me, who insulted by family, who would lay into me while everyone else in the office just
sat there and let it happen. The people in my office eventually started blaming me.’’
What can a bullied employee do? Dr. Hornstein suggests that employees try to
ignore the insults and respond only to the substance of the bully’s grip. `stick with the
substance, not the process, and often it won’t escalate,’’ he states. Of course, that is
easier said than done.
Questions:
1) Of the three types of organizational justice, which one does workplace
bullying most closely resemble?
2) What aspects of motivation might workplace bullying reduce? For
example, are there likely to be effects on an employee’s self-efficacy? If so,
what might those effects be?
3) If you were a victim of workplace bullying, what steps would you take to
try to reduce its occurrence? What strategies would be most effective? What
strategies might be ineffective? What would you do if one of your colleagues
was a victim of an abusive supervisor?
4) What factors do you believe contribute to workplace bullying? Are
bullies a product of the situation, or are they flawed personalities? What
situations and what personality factors might contribute to the presence of
bullies?
INDIAN SCHOOL OF MANAGEMENT AND STUDIES
SUB: ORGANIZATIONAL BEHAVIOR MAX MARKS: 100
CASE III
THANKS FOR NOTHING
Thought it may seem fairly obvious that receiving praise and recognition from
one’s company is a motivating experience, sadly many companies are failing miserably
when it comes to saying ``thanks’’ to their employees. According to curt Coffman global
practice leader at Gallup, 71 percent of U.S. workers are ``disengaged’’, essentially
meaning that they could care less about their organization. Coffman states. ``We’re
operating at one-quarter of the capacity in terms of managing human capital. It’s
alarming.’’ Employee recognition programs, which became more popular as the U.S.
economy shifted from industrial to knowledge-based, can be an effective way to motivate
employees and make them feel valued. In many cases, however, recognition programs
are doing ``more harm than good’’ according to Coffman.
Take Ko, a 50-year-old former employee of a dot-com in California. Her company
proudly instituted a rewards program designed to motivate employees. What were the
rewards for a job well-done? Employees would receive a badge which read ``U Done
Good’’ and, each year, would receive a T-shirt as a means of annual recognition. Once an
employee received 10 ``U Done Good’’ badges, he or she could trade them in for
something bigger and better—a paperweight. Ko states that she would have preferred a
raise. ``It was patronizing. There wasn’t any deep thought involved in any of this.’’ To
make matters worse, she says the badges were handed out arbitrarily and were not tied
to performance. And what about those T-shirts? Ko states that the company instilled a
strict dress code, so employees couldn’t even wear the shirts if they wanted to. Needless
to say, the employee recognition program seemed like an empty gesture rather than a
motivation.
Even programs that provide employees with more expensive rewards can
backfire, especially if the rewards are given insincerely. Eric Lange, an employee of a
trucking company, recalls the time when one of the company’s vice presidents achieved
a major financial goal for the company. The vice president, who worked in an office best
of Lange, received a Cadillac Seville as his company car and a new Rolex wristwatch that
cost the company $10,000. Both were lavish gifts, but the way they were distributed left
a sour taste in the vice president’s mouth. He entered his office to find the Rolex in a
cheap cardboard box sitting on his desk, along with a brief letter explaining that he
would be receiving a 1099 tax form in order to pay taxes on the watch. Lange state of
the vice president, ``He came into my office, which was right next door, and said, `can
you believe this?’’ A mere 2 months later, the vice president pawned the watch. Lange
explains. ``It had absolutely no meaning for him.
INDIAN SCHOOL OF MANAGEMENT AND STUDIES
SUB: ORGANIZATIONAL BEHAVIOR MAX MARKS: 100Such experiences resonate with employees who may find more value in a sincere
pat on the back than gifts from management that either are meaningless or aren’t
conveyed with respect or sincerity. However, sincere pats on the back may be hard to
come by. Gallup’s poll found that 61 percent of employees stated that they haven’t
received a sincere, ``thank you’’ from management in the past year. Finding such as
these are troubling, as verbal rewards are not only inexpensive for companies to hand
out but also are quick and easy to distribute. Of course, verbal rewards do need to be
paired sometimes with tangible benefits that employees value – after all, money talks. In
addition, when praising employees for a job well-done, managers need to ensure that the
praise is given in conjunction with the specific accomplishment. In this way, employees
may not only feel valued by their organization but will also know what actions to take to
be rewarded in the future.
Questions
1) If praising employees for doing a good job seems to be a fairly easy and
obvious motivational tools, why do you think companies and managers don’t
often do it?
2) As a manager, what steps would you take to motivate your employees
after observing them perform well?
3) Are there any downsides to giving employees too much verbal praise?
What might these downsides be and how could you alleviate them as a
manager?
4) As a manager, how would you ensure that recognition given to
employees is distributed fairly and justly?
INDIAN SCHOOL OF MANAGEMENT AND STUDIES
SUB: ORGANIZATIONAL BEHAVIOR MAX MARKS: 100
CASE IV
WILL GEORGE W. BUSH BE A GREAT PRESIDENT?
What does it take to be a great U.S. president? A survey of 78 history, political science,
and law scholars rated the U.S. presidents from George Washington to Bill Clinton. Here
are the presidents who were rated ``Great’’ and ``Near Great.’’
Great
George Washington
Abraham Lincoln
Franklin D. Roosevelt (FDR)
Near Great
Thomas Jefferson
Andrew Jackson
James Polk
Theodore Roosevelt
Harry Truman
Dwight Eisenhower
Ronald Reagan
Among recent presidents, Presidents Nixon, Ford, and Carter were ranked ``Below
Average’’ and Presidents G. H. W. Bush (the first President Bush) and Clinton were
ranked ``Average’’.
So what explains these ratings? The following are some qualities of presidents
who have stood the test of time.
1. Great presidents are transformational leaders who engender strong emotions –
that is, you either love them or you hate them (it’s hard to hate someone who made little
difference). And great presidents enact a vision that may not respond to popular opinion.
Lincoln and FDR were beloved, and hated, by millions.
2. Great presidents are bold and take risks, and almost all great presidents emerge
successfully from a crisis. A great president is perceived as ``being there’’ when a crisis
emerges and taking bold action to lead the nation out of the crisis – for example, Lincoln
in the Civil War and Roosevelt in WWII.
3. Great presidents are associated with a vision. Most people, for example, are able
to associate the great presidents with defining moment where a clear set of principles
was articulated – for example, FDR’s speech to Congress after the attacks on Pearl
Harbor, and Lincoln’s Gettysburg Address.
4. Great presidents are charismatic. They are engaging, articulate, and expressive,
which helps capture the public’s attention and rallies people around a president’s cause.
One leadership expert argues that the best presidents create colorful personas with their
INDIAN SCHOOL OF MANAGEMENT AND STUDIES
SUB: ORGANIZATIONAL BEHAVIOR MAX MARKS: 100language by using words with basic emotions – for example, good versus evil or love
versus hate.
So what about President George W. Bush (the second President Bush)? Shortly after his
second inauguration, President Bush embarked on an ambitious agenda of legal reform,
transforming the Social Security system, tax reform, and revising immigration laws. One
writer commented, ``Bush has always thought big, and always believed you earn political
capital by expending it.’’ However, the closeness of the 2004 election (Bush received 51
percent of the vote and Kerry received 48 percent) suggests that Bush may not have
overwhelming support.
Questions
1. How would you rate President George W. Bush on the four
characteristics outlined at the beginning of the case? How would you contrast
his reaction to Hurricane Katrina with his reaction to the terrorist attacks of
September 11, 2001? What do you think his handling of these two events says
about his leadership?
2. Do you think leaders in other contexts (business’, sports, religious)
exhibit the same qualities of great or near-great U.S. presidents?
3. Do you think being in the right place at the right time could influence
presidential greatness?
INDIAN SCHOOL OF MANAGEMENT AND STUDIES
SUB: ORGANIZATIONAL BEHAVIOR MAX MARKS: 100
Case V
A UNIQUE TRAINING PROGRAM AT UPS
Mark Colvard, a United Parcel manager in San Ramon, California, recently faced a difficult
decision. One of his drivers asked for 2 weeks off to help an ailing family member. But
company rules said this driver wasn’t eligible. If Colvard went by the book, the driver
would probably take the days off anyway and be fired. On the other hand, Colvard was
likely to be criticized by other drivers if he bent the rules. Colvard chose to give the
driver the time off. Although he took some heat for the decision, he also kept a valuable
employee.
Had Colvard been faced with this decision 6 months earlier, he says he would
have gone the other way. What changed his thinking was a month he spent living in
McAllen, Texas. It was part of a UPS management training experience called the
Community Internship Program (CIP). During his month in McAllen, Colvard built housing
for the poor, collected clothing for the Salvation Army, and worked in a drug rehab
center. Colvard gives the program credit for helping him empathize with employees
facing cries back home. And he says that CIP has made him a better manager. ``My goal
was to make the numbers, and in some cases that meant not looking at the individual
but looking the bottom line. After that 1-month stay, I immediately started reaching out
to people in a different way.’’
CIP was established by UPS in the late 1960s to help open the eyes of the
company’s predominantly white managers to the poverty and inequality in many cities.
Today, the program takes 50 of the company’s most promising executives each summer
and brings them to cities around the country. There they deal with a variety of problems-
from transportation to housing, education, and health care. The company’s goal is to
awaken these managers to the challenges that many of their employees face, bridging
the cultural divide that separates a white manager from an African American driver or an
upper-income suburbanite from a worker raised in the rural South.
INDIAN SCHOOL OF MANAGEMENT AND STUDIES
SUB: ORGANIZATIONAL BEHAVIOR MAX MARKS: 100Questions
1. Do you think individuals can learn empathy from something like a 1-
month CIP experience? Explain why or why not.
2. How could UPS’s CIP help the organization better manage work-life
conflicts?
3. How could UPS’s CIP help the organization improve its response to
diversity?
4. What negatives, if any, can you envision resulting from CIP?
5. UPS has 2,400 managers. CIP includes only 50 each year. How can the
program make a difference if it includes only 2 percent of all managers? Does
this suggest that the program is more public relations than management
training?
6. How can UPS justify the cost of a program like CIP if competitors like
FedEx, DHL, and the U.S. Postal Service don’t offer such programs? Does the
program increase costs or reduce UPS profits?