Technology Credit Union Case Study

The management of Technology Credit Union (TechCU) has a mellow culture of reinforcing sales to the employees. Technology Credit Union focuses on delivering a not-for-profit service particularly understanding the needs of their member’s best interest, not stockholders. The organization invests its resources to deliver lower rates, outstanding service and a wide array of products and services. It is imperative for the company to make sure positive feedback is one of the values that each employee should be aware. Among the four basic behavioral consequences described by Daniels and Daniels (2006), as an employee of the company, I have noticed that positive reinforcement (R+) is important for Technology Credit Union. For example, recently this

(Crowell, C.R. pg.196 (2004). Positive reinforcement defines as a form of stimulus on learning to support an associate’s behavior to achieve his/her performance better. (Boakes, R. pg. 67 (1977). Furthermore, technology credit union cannot tolerate an employee’s behavior that does not follow protocol such as serving the member’s interest in every way possible. Management emphasize that behavior is a key factor for dealing with employee whose performance is at the low end when it comes to customer service. However, the universal procedure has been a challenge for some managers, there are some managers that bends the rule, they managed their branch differently from the other region. There have been few situation that some managers reinforce (R-) to motivate their employee, this managers think that (R-) negative reinforcement would be effective if employees have a lousy performance, for example, micromanaging on small things, focus on his/her employee’s mistakes, take the issue personally and deny employee of getting support (Daniels & Daniels, 2006). Employee perceived negative reinforcement as discouragement it does impact his/her day of work to perform well. Moreover, it has a psychological effect on a person’s mind that causes an individual thinking once negative energy has been infuse to start their day in the

For example, a manager will advise his/her employee to report on classroom training and get there on time. Otherwise, he/she will be punished if late. For instance, if late fifteen minutes, you will be held in the waiting room until the next break will be available for you to get admitted to the class. Clearly, this type of punishment is (R+) a positive reinforcement to an individual and also a great coaching tool to inflict employees mind not to come in late during training. Punishment could be a positive mechanism to reinforce behavior and performance (Wang, X. et al. 2007). Another example that has been a tradition in the company is the routine audit conducted by the internal auditors that happen every month. The audit will sustain best practice for each department to make sure every employee is