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Case Study Questions Worksheet

1. Upon reading the Virgin Media case study you will see that it is clear that the
management of Virgin Media was a proponent of Frederick Taylor, Frederick Herzberg,
and Abraham Maslow’s theories of motivation. How would the employee motivation
initiatives at Virgin Media been different if the management was instead a proponent of
Clayton Alderfer’s ERG Theory?

2. Evaluate the effectiveness of Virgin Media’s employee engagement strategies. What


would you change?

3. Of the employment engagement strategies at Virgin Media, what would you focus on at
your place of employment and why?

The engagement approach of virgin media is rooted mostly in employee relations theories. The
focus of virgin media is mostly on the involvement, responsibility, recognition, social factors
apropos to workplace, and sense of belonging. One of most effective methods of employees’
engagement at virgin media is ‘VOICE’ forum. Through this forum employees are able to
interact with each other and the management. Utilizing this opportunity, employees can raise
their grievances openly and raise their voices. Employees are also able to login remotely which
gives them a more sense of belonging to the organization.

Therefore, this strategy of virgin media shows that they value their employees for their opinions,
ideas and voices. This is the strategy one should focus most as it provides the employees with
an opportunity to have constructive debates through open communication. Through this
engagement strategy, employees feel relevant and motivated while company can keep learning
from their employees. Usually, employees always want to be heard by their managers. It should
be essential for the leaders to hear their employees – but its is almost always ignored by many
companies. When employees are able to feel important and listened, they are able to
reciprocate. This makes the employees to perform their best because they feel important and
valued part of organization. This enhances their motivation which leads to better performance
and higher customer satisfaction.

4. Analyze the relevance of employee motivation in achieving customer satisfaction.

Motivated employees work often more effectively towards meeting the customer requirements.
They serve as efficacious company representatives who invest their time and motivation in
ensuring customer satisfaction by listening, information providing, and solving the problems.
This helps the company attract and retain a solid customer base. When employees feel more
appreciated by their employers, they are more motivated towards their job. This enables them to
ensure high levels of performance which ultimately translates into customer satisfaction. When
companies reward and recognize the well-performing employees, they can beget loyal
personnel who have high motivations of helping the company to way of success.

In the case of virgin media, the company’s success is mainly driven by their utilization and
orientation of personnel in correct way. They have always paid a great attention to the employee
motivation. Due to enhanced employee motivation, they were able to secure happy and satisfied
customer base which is important for any company. A most obvious testament to this is the
slogan which states “Great people, connected to delighted customers, connected to great
business results”. Through staff satisfaction, companies are able to create loyalty in their staff. It
is true that employee loyalty is directly linked to the customer loyalty. Considering the case
study of virgin media and theory by Maslow, it is evident that virgin media has been able to link
employee motivation with the customer satisfaction. They have shown a very effective
demonstration of the theory. Undoubtedly, both the finances and company image are greatly
influenced by the employee motivation. Business in abundant quality and quantity can only be
ensured when a company has the resource of highly motivated and loyal employees.

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