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Shereen Case Study Miss, Shereen graduated from the Department of Business Administration in 2018. Months later of her graduation, the National Bank of Bahrain advertised for four posts on its

Shereen Case Study Miss, Shereen graduated from the Department of Business Administration in 2018. Months later of her graduation, the National Bank of Bahrain advertised for four posts on its website to fill the positions of Customer Review and Customer Services'. Having read this advertisement Shereen submitted her papers to the HRM Department. A week later, Shereen received a phone call from the bank, informing her of the good news that she was accepted and that she needs to quickly contact the administration for completing the rest of the required documents Within two weeks, Miss Shereen was accepted to work in the Customer Review department. On her first day of work, the branch manageress has entertained Shereen in her office and introduced her to other fellow employees - both newly appointed like her and those who have been already working for the bank. The anxiety that Shereen felt at the start of her job has soon disappeared due to the great interest and good company shown by her colleagues in that department . This has encouraged her to do well - and this has been noticed by all - right from the first month of her appointment Due to such qualification, the manageress found it more convenient to move Shereen from the Customer Review department to the Customer Services department since the latter needed better activation as the performance of one of his einployees who works at Service Counter No. 2, has suffered stagnation Indeed, a decision was issued to transfer Shereen to Counter No. 2 which also entails undergoing first a training period before taking up the job because the system there requires that the data of each operation be completed by asking a number of questions, especially the expatriates who want to make bank transfers to their countries due to language difference. Two weeks later, Shereen started the work on her own, but she had the same dismal condition she felt in the Review department. It was noticeable that customer queues at Counter No. 2 which is managed by Miss Sherine, started shrinking, and that frequent bank customers are intentionally switching to counters 1 or 3. This affected Shereen's psyche so that she began absenting and offering her managers various excuses for her continuous work lag. Faced with this situation, the manageress has called Shereen in her office to give her the warning that she will not be granted the permanency of her job as she was on a 6-month probation period. Therefore, Shereen has to quickly improve her way of dealing with bank customers. Despite the harshness shown by her, the manageress has taken into consideration fairness and equity and questioned Shereen's colleagues about possible reasons for Shereen's lag in carrying out her new work duties to the same level of efficiency she previously achieved in the Review department Thus, an employee working close to Shereen's desk-has informed the manageress that she has noticed that Shereen was prolonging the time needed for completing a client's transaction by deliberately repeating questions loudly more than once - which may cause customer's resentment and reluctance to return to her again. Having verified this notification, the manageress called Shereen again into her office and discussed the matter in in a courteous manner. Shereen has explained that the real reason for repeating the questions to the client more than once was due to a congenital defect in her level of hearing and to the presence of a glass barrier which separates her from clients. In addition, she was quite keen on completing accurately the data requested for the transaction before inputting it into the computer. your studies. As a future manager, please answer the following questions to solve this problem in light of 1. What do you think of the management principle that recommends poeting the right person in the right place? 2. Do you think that the manageress is having the right decision if she dismissed Shereen? 3. What is the appropriate solution that the manageress should take to solve Shereen's problem? 4. What recommendations can you offer for helping Shereen improving in this area?

Apr 12 2021 View more View Less

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