8/28/2013

Organizational Culture
Improvement
Recommendation Report

Ricardo Aguilar

Ricardo Aguilar

Memorandum

To:

Felix Dial
QA Director
1991 S 4650 W
Salt Lake City, UT 84116

From: Ricardo Aguilar

Date:

8/28/2013

Re:

Organizational Culture Improvement

Dear: Felix Dial

Every year around Quarter 2 or Quarter 3 Teleperformance seems to have a survey where we rate the companys policys, cleanness,
the way things work around here, lighting, chairs, etc. we do a survey about everything basically ending with our own thoughts or
problems we are having working here.
The purpose of this survey is so the company can find out what is working, what is not, what needs to change, stay the same etc.
Finding out this organizational culture helps them make changes that are needed into a culture that will help the company succeed
and keep the employees happy to provide good work productivity. Though this company does have a lot of pros of being employed
here it does have cons as well which will be addressed thru out this report
Topics that will be discussed:

Lack of recognition

Lack of promotions/ moving on

Better understanding of employees suggestions

More rewards/incentives to motivate employees

Earn what you want to be graded instead of buying it

Time Clock

Working in groups

If you have any questions or comments please feel free to contact me by phone or email
Email: RA960657@yahoo.com
Phone: 801-706-2047

Ricardo Aguilar

Organizational Culture
Improvement
RECOMMENDATION REPORT

Table of Contents
Memorandum .................................................................................................................. 1
Abstract................................................................................................................................ 3
Introduction ......................................................................................................................................................... 4
Research plan

Research............................................................................................................................ 5
Observations

Data................................................................................................................................ 6
Procedures, policies, implementation
Discussion of results ........................................................................................................................................... 7
Recommendations..8
Conclusion....9
Work cited...9

Ricardo Aguilar

Abstract
The purpose of this report is to detail the organizational culture and recommend new
policies based on observations and recommendations from the employees and
management of TP. This report will cover organizational culture, project forecasting,
development procedures and test sample delivery options.I have done research to
gather information and recommendations/feedback from other employees as well as
what can be done to improve the workplace.

Ricardo Aguilar

Introduction

Teleperformance is a global customer service, technical support, call center, debt

collection and social media company with headquarters in Paris, France. The company
has 270 contact centers in 46 countries with 4 alone in Utah and 21 in the U.S. At TP
Ninigret we seem to be doing ok between communication with exceptions here and
there, sometimes lack of motivation. Before at Teleperformance we had several
employees and very minimal supervisors to go to when we needed help or advise.
Another big issue we had was our time clock policy, before we would pick up our shift
report and write down what time we logged in and out, what time our breaks are from
and what how long we were on programs we do. At the end of the night its the
supervisors job to enter the times into the time report so they can be tracked and we
would be paid for them, this didnt go so well because a lot of the time they were never
accurate and we always had people complain on paydays. Now we use a time clock on
our computers that tracks everything and is much better than before.

Research Plan

Research plan

Organizational culture is the behavior of humans who are part of an organization, this
organization includes values, visions, norms, language, beliefs, the way things are done etc.
Research about the organizational culture problems here at work are include the following

Interviewing employees from the local TP building

Reviewing reviews from previous and current workers from online rating services
Comparing information from different TP locations from across the world
Personal experiences

Ricardo Aguilar

Research
The Research for the report was based on online reviews, personal experiences and interviews with fellow
employees on my call floor as well as others. I used Indeed.com to review ratings and what people had to
say about the company, some stated they are previous employees and some are current. I also interviewed
6 people around the building to see what they like, dislike and what can be improved to make this a better
workplace.

Like

Dislike

Improvements

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
QA Dept.

Call Center

Cleaning Staff

Management

***I interviewed a few people from each department described in the graph. The graph shows the
percentage of people in each department that are content and dissatisfied with the job on a daily basis.
In the next page I have included some of the responses the interviewees gave me they like and dislike
about the job, also what they feel the company needs to improve on.

Ricardo Aguilar

Data

Likes

New time clock

Flexible hours
Friendly management/ coworkers
Company potlucks
Non Hostile environment
Supervisor attention
Fun committee

Dislikes

Lack of motivation
Lack of promotion
Low pay (some projects)
Unfair treatment
No recognition
Supervisor attention
HR attention

Improvements

Better communication between supervisors

Recognition
Higher pay / raises
HR attention
Promotions/ promote within the company
Equipment needed for the job

Ricardo Aguilar

Discussion of Results

By the results of the interviews and online ratings there seem to be people that enjoy working there for the
following reasons

Good flexible hours, understand that youre in school and they are willing to work with you
Floor potlucks or whole call center potlucks
Fun Committee, each quarter different people can sign up and bring new fun ideas for the week to
keep employees happy and involved with meeting new people at the call center
Friendly environment, everyone you meet seems to be very fun and outgoing
Supervisors, some are great some not as much

They also stated the negatives and what can be done to improve It which are stated on the next page, some
negatives are

Lack of motivation
Lack of promotion
Lack of recognition
Low pay
Unfair treatment
Supervisor attention

Ricardo Aguilar

Recommendations

1.

2.

3.
4.

5.

6.

I would recommend that we get couple more supervisors or team leaders that are there when
agents need help or advise. Most of the time when they go look for someone they are either not at
their desk or busy helping someone else that leads to long waiting for both the agent and the
customer.
Better communication between team works, sometimes agents feel as if they are doing more than
other people on the team, a team meeting between the floors can fix this problem, if we all sat
down and discussed how important that everyone gives it there best and equally shares the work
nobody will feel stressed out or they are doing more than another person
More recognition between Supervisors/Managers for the great work the agent is doing for the
week, a candy bar or something would motivate the employer to keep it up.
People feel as if to move up you have to know someone that is higher than you, it seems like if
youre stuck as an agent you wont get much recognition and wont have place for advancement if
you dont know the call center manager or even floor manager. Ive heard people say they have
been here for two years and he is already at a better position than me but Im a better agent equal
recognition should be given if they deserve it.
Group training or online trainings on how to share the work if working in teams, sometimes
people like they do more than another member on the team which can lead to work overload.
Getting the proper training on how to share the work or how to kindly tell a person to contribute
more would get a workload off of an employers shoulders
Last but not least people enjoy when we have potlucks for holidays such as Halloween, Cinco de
Mayo, Christmas, Thanksgiving etc. but they would like to have one at least once a month because
they get some time off from working and they can socialize on the floor with new people we hire
and people they would like to get to know better.

Ricardo Aguilar

Conclusion
In summary, many people enjoy working at Teleperformance, they enjoy the flexible hours, friendly coworkers fun committee team and what they bring to make the work a funner overall work experience,
supervisor attention and company potlucks. While all these things are great there are things that can be
enhanced to make it overall even better work place such as better recognition, higher pay, promotions,
and better communication between supervisors.
Thank you for taking your time to read this and for taking into consideration the needs and improvements
of our employees. Little things can go a long way in making the employees happy and a better overall work
environment.
Please contact me with any questions or concerns you may have

Work Cited