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Organisational Behaviour & Design. ‘ Organisational behaviour : A case study’. Silverton Buraundi (c3214665) Xiaoxiao Wang (c3209164) Kin Ming Wong (c3198623) Yong Lin (c3170571). Austwide Financial Services. The Firm:. First established in 1980. Medium-sized company.

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OrganisationalBehaviour & Design

‘Organisationalbehaviour: A case study’

Silverton Buraundi (c3214665)

Xiaoxiao Wang (c3209164)

Kin Ming Wong (c3198623)

Yong Lin (c3170571)

austwide financial services
Austwide Financial Services
  • The Firm:
  • First established in 1980
  • Medium-sized company
  • Three main service:
  • General insurance
  • Financial planning
  • Lending
austwide financial services1
Austwide Financial Services




Senior Management

State Managers


key issues
Key issues



  • Explosion in number competitors
  • Expansion in range of financial services/products
  • Competitors increasing size, profitability, market share
  • Government regulation favouring competition
  • *AFS stagnant for 3yrs
key issues1
Key issues


Staff dissatisfaction

  • *Paid on commission-only basis
  • Increasing pressure to improve performance
  • Abnormal/irregular working hours
  • Narrow focus of job
  • Lack of ‘continuing professional development’
key issues2
Key issues


Staff stress

  • *Moody/depressed resulting in “sickies”
  • Not sleeping well
  • Poor sales resulting in ‘customer poaching’
key issues3
Key issues


Poor Management/Leadership

  • *Poor people skills
  • Poor personality: temper, arrogant, pride
  • Not motivational
  • Berating staff
  • Disorganised: relying on instincts over facts
key issues4
Key issues


Unfair rewards

Managers Rewards

Staff Rewards

  • Managers receive bonuses. Staff does not
  • Staff lack say on product/services
  • Managers blame staff
  • Managers receive company car, mobile phone, credit cards
reflections on case
Reflections on Case…

“…key issue at AFS best illustrated by two employees: Tom, an ambitious but deflated and frustrated advisor and Luke, an arrogant and power-hungry manager….”




behavior personality profiles
Behavior/Personality Profiles




  • Ambitious
  • Need for power
  • High need for affiliation
  • ‘Neuroticsm’
  • Hard-working
  • Arrogant
  • Good people skills
  • Poor people skills

‘suited for job’

‘not suited for job’

afs working environment
AFS Working Environment

The environment (previously alluded):

  • Lack of career development opportunities
  • Poor renumerating: commission-only based
  • Work pressure: increasing sales targets
  • Unfair rewarding: bonuses
relevant motivational theories
Relevant Motivational Theories

Maslow’s need of hierarchy theory

Expectancy theory

Equity theory

possible solutions
Possible Solutions

Cross training opportunities

Professional development course

Fair and transparent reward system

Better leadership

Increase renumeration

  • The issues within AFS can be solved by implementing the motivation theories in the course
  • apply the suitable reward system。
  • To find the right people for the management role.
  • To use different methods to motivate employees

1) Nutt, P, C, (2005) “Search during Decision Making” European Journal of Operational research. Vol, 160, Issue 3, Pp851-873

2) Freely, T, H, (2002) “Comment on Halo Effects in rating and evaluation research” Human Communication Research. Vol, 28, Issue, 4 Pp578-586

3) Markman, A & Genter, D, (2001)” Thinking” Annual Review of Psychology, Vol52 Pp223-247