Business Case Studies & Business Publications

Bottled Water-Problem in Campus

Chandwani, Rajesh,...

Case

Bottled Water-Problem in Campus

Chandwani, Rajesh; Varkkey, Biju; Kadamberi, Vidya

IIMA-HRM0240 | Published February 5, 2019 | 11 pages Case

Collection: Indian Institute of Management, Ahmedabad

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Learning Objectives

The case is based on heated e-mail conversations connected to the delivery of clean bottled water in the campus of a reputed research institute in southern India. The exchange between Tara Sharma (Programme Manager) and Shreejith Nair (Group Head- Engineering Service and Estate) relate to the quality of services provided. The case highlights the viewpoints of various stakeholders involved in the open conversation. This case focusses on the behaviour of a set of underperforming employees associated with a contractor, the reasons, among others, being lack of training and quality awareness. However, training alone cannot be assumed as the only correct solution for handling underperformance. The stakeholders involved need to ascertain the cause of underperformance by analysing whether it is a "Can't Do" - "Won't Do" problem, and identify the ways of dealing with it.

To study the nature of non performance and under performance among the outsourced staff; and to recognize the need to find right solutions for under performance. To analyze the significance of effective training in workplace. To understand the perspectives of various stakeholders involved in outsourcing of services. To understand the concept of effective vendor management and related practices, with emphasis on outsourcing employee performance.