Organization Behaviour & HRM December 2025
Q.1: Amore, a global e-commerce leader, has experienced rapid growth but faces significant HR challenges, particularly employee burnout and high turnover in its fulfillment centers. The company operates in a high-pressure environment, especially during peak seasons, which has raised concerns about employee well-being and retention. While Amore has implemented programs like ‘Work Well’ and advanced safety protocols, the HR team is now tasked with developing a more strategic approach to align HR practices with business objectives, ensuring both employee satisfaction and operational excellence.
Based on the scenario, evaluate the effectiveness of applying Strategic Human Resource Management (SHRM) principles in addressing burnout and turnover at Amore’s fulfillment centers while maintaining competitiveness.
Answer:
Introduction:
Amore, a global e-commerce leader, has grown rapidly in recent years, but its success has brought with it a set of human resource challenges that require urgent attention. In particular, the company’s fulfillment centers are struggling with employee burnout and high turnover. This is not unusual in industries where operations are fast-paced, customer demand is high, and peak seasons bring tremendous pressure on the workforce. While Amore has already introduced initiatives such as the ‘Work Well’ program and stronger safety protocols, these efforts, though positive, appear more reactive and limited in scope. They are designed to provide immediate relief but do not address the deeper issue of aligning human resource practices with long-term business objectives. This is where the principles of Strategic Human Resource Management (SHRM) become essential.
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Q.2 (A): A mid-sized manufacturing firm is considering revising its management practices to boost employee engagement and output. The HR Director references the Hawthorne Experiments, which highlighted the importance of social and emotional factors in productivity. Some senior managers are skeptical, arguing that these findings may be outdated given today’s technological and structural changes.
Apply the insights from the Hawthorne Experiments to recommend how the firm could design management practices that address both employee motivation and productivity in the current workplace context.
Answer:
Introduction:
The Hawthorne Experiments, conducted in the 1920s and 1930s at the Western Electric Hawthorne Works, revealed that productivity is not influenced by physical conditions alone but also by social and emotional factors. These studies emphasized the role of attention, recognition, teamwork, and supportive supervision in motivating employees. While some managers may view these findings as outdated, the core insight that people’s behavior at work is shaped by social interactions and psychological needs remains relevant. In today’s context, where technology and automation dominate, human motivation and engagement still play a critical role in ensuring productivity and organizational success.
Q.2 (B): Southwest Airlines has built a reputation for prioritizing employee attitude and cultural fit during recruitment, believing that technical skills can be taught but attitude cannot. This approach has contributed to high employee engagement, low turnover, and strong customer service. However, as the airline industry evolves, questions arise about whether this strategy remains optimal for sustaining competitive advantage and operational excellence.
Analyze how this approach shapes organizational culture, employee engagement, and customer service outcomes. In your analysis, highlight both the strengths and possible limitations of relying primarily on attitude in recruitment, and explain how these factors affect the airline’s long-term performance.
Answer:
Introduction:
Southwest Airlines is often praised for its unique hiring strategy that emphasizes attitude and cultural fit over technical skills. The airline believes that while technical skills can be taught through training, an employee’s attitude and personality are much harder to change. This approach has shaped the company’s culture and helped it achieve high employee satisfaction, strong teamwork, and excellent customer service. However, with the airline industry facing new challenges like rising competition, technological changes, and customer expectations, it is important to assess whether this strategy remains the best choice for ensuring long-term growth and success.