Mars Model ‘technotronics’: Application Of

Application of

MARS MODEL at

‘TECHNOTRONICS’

Submitted By:Vaibhav Gupta Keshav Sone Jigar Patel

Karishma Panchal Shraddha Prajapati Rajesh Kurri

Introduction 

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It is basically a model to gauge individual behavior and results and simultaneously outlining the main types of behavior in Organizational settings .

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It is a very important tool with regards to “Employee Engagement”.

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It refers to employees motivation , their ability to perform, clear understanding of organization's vision and their specific roles and resources to get the job done .

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It helps in improving the effectiveness of the work done by the employees and developing the proper skill sets required to do a particular job.

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MARS MODEL Primary individual traits

Situational Factors

Values Personality Perceptions Emotions And Attitudes Stress

Motivation Ability Role Perception

Work Related Behavior Results

Primary Individual Characterstics These characteristics are inherently possessed by an individual which have been developed during the coarse of his life gradually and are being observed and assessed prior to the job assignment. Values Personality Perceptions Emotions And Attitudes Stress

Factors included in MARS Model  Motivation : 1.  It includes – 1.  a> Direction: The main objective of our organization is absolute customer satisfaction through catering to their needs, wants and problems. 

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b> Intensity:It relates with the amount and the kind of effort that an employee puts in terms of receiving the number of calls efficiently and effectively in order to achieve the primary objective.

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c> Persistence:It refers to the consistency and performance that an individual must employ in terms of the quality and the number of calls .

Factors included in MARS Model  Ability: 1. It includes – 1. a> Natural Aptitude: It is the basic originall qualities that an individual possess such as clarity of voice, persuasiveness , emotional attributes, etc. b> Learned Capabilities: These are the qualities that can be imbibed or improved during the course of training like Voice modulation, Communication skills, Accent Training, etc. The product knowledge is being rendered extensively to the employees and the skillsetto work upon the software efficiently in addition to the correct attitude as per the job requirement.

Factors included in MARS Model  Role Perception : 1.

It includes – a> Understanding the Task: It makes aware of the specific responsibilities perform while on the job by giving him description of the required task to be

the employee which he has to the broad done.

b> Importance of the task: This refers to the client’s(Dell) specific requirements such as fulfilling of the given targets in a desired period of time and also includes brand enhancement to make a goodwill in the industry.

Factors included in MARS Model  Role Perception : c> Prioritization: It deals with the importance/urgency of a particular task . For eg: If Dell has come up with certain offers, all the CSR’s need to be informed about the same and hence they should make sure of offering it to every caller . d> Preferred Behavior: It is the proper manner in which a particular job is accomplished . For eg: There is a specific protocol to navigate through the call which an employee should follow in order to be more effective.

Factors included in MARS Model àSituational factors : These factors include conditions that are beyond employees immediate control. It broadly classifies into 2 components viz. – 1. a> Internal Factors: These factors occur within the organization and hence can be controlled by the people within the organization For e . g . 1 : If the company decides to change the operational software that is widely used by the CSR’s during the call, each individual would be required to be trained on that particular software . 2 : Disputes or conflicts or disregards happening within the organization 3 : Improper training or workplace conditions

Factors included in MARS Model b> External Factors: organization but may or and hence the employees situations and overcome

These factors occur outside of the may not have an influence on the company are required to adapt to different them .

For e . g . 1 : If our client (Dell) decides to discontinue the outsourcing to Technotronics, the company has to shift its employees into some other process and train them accordingly as it cannot afford to lay off a large number of employees at the same time. 2 : Economic recession may hit the industry as there might be a decrease in the sales of computers and laptops. 3 : There might be competitors introducing the products in comparison to Dell’s products and hence there is a dire need to remain at the top of the lot in the industry

EFFECTS OF MARS MODEL  

MARS model in a way helps in understanding the drivers of individual work related behavior and results.

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The four factors involved have an overall effect on an employees performance and thereby improving it.

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It is an essential component of Employee Engagement as it will eventually help in the recruitment of correct candidates and right allocation of the right job to the right person.

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It helps in improving the work efficiency and hence achieving the targets persistently.