Copyright2004 McGraw-Hill Ryerson LimitedPage 2Solcom Engineering Ltd.By Steven L. McShane, The University of Western AustraliaSolcom Ltd. is a large engineering firm which employs over 1,500 people in itsoperations throughout Canada.The company's headquarters are located in Winnipeg andhas been in operation since 1962.The Personnel Records office at Solcom consists of five clerical employees who compileand maintain the necessary record keeping on personnel files and answer questions aboutpersonnel-related issues.Each clerk keeps records and answers enquiries in a differentfunctional area within personnel records.One person is responsible for handlingemployee pensions, another does for insurance plans, a third is responsible for vacationentitlements, and so on.For example, when someone becomes a Solcom employee, thePersonnel Records office clerk responsible for pensions receives the new employee's fileand prepares information within her area of responsibility.The file is then passed on tothe other clerks to input information on their functional area.Solcom's operations have been expanding quickly and several problems with PersonnelRecords office are emerging.Line managers complain that it is difficult to determinewho in Personnel Records is responsible for each particular personnel function.Theyalso note that the clerks seemed to "care" more about their particular personnel area (eg.vacations, pensions) than about the overall quality of the personnel records and employeeneeds.Furthermore, personnel records are sometimes incomplete because one or moreclerks do not receive the file from other clerks for updating.The Personnel Records clerks are also showing signs of frustration as it becomes moredifficult to coordinate the workload with other staff in the Personnel Records office.Thisis creating some tension among the clerks.The job is somewhat monotonous afteremployees spend more than one year responsible for the same personnel records area.These factors are resulting in serious morale problems, high turnover, and decreasingproductivity within the Personnel Records office.The manager of Personnel Records andthe Director of Human Resources realize that changes are needed, but it is not clear tothem how to improve the situatio

List the symptoms that suggest there is something wrong in this organization.

Which of the five job characteristics seem to have low values in the Personnel Records Office clerical jobs?

What would happen if the company introduced a job rotation program for these clerical staff?