GROUP ASSIGNMENT COVER SHEET

STUDENT DETAILS

Student name: Ngo Duc Trung Student ID number: 23005275

Student name: Nhan Anh Thu Student ID number: 23005567

Student name: Nguyen Minh Thai Student ID number: 23005621

Tran Mai Khanh
Student name: Ngoc Student ID number: 23005662
Nguyen Vu Minh
Student name: Phuong Student ID number: 23005713
UNIT AND TUTORIAL DETAILS

Unit name: Principles of Management Unit number: MAN101

15:30-17:30
Tutorial/Lecture: Tutorial Class day and time: PM
Lecturer or Tutor
name: MS. TRAN THI HUONG TRANG
ASSIGNMENT DETAILS
Written report 6 - Tutorial 7.2
Title:
Length: Due date: 26/6/2024 Date submitted: 26/6/2024
DECLARATION
I hold a copy of this assignment if the original is lost or damaged.
I hereby certify that no part of this assignment or product has been copied from
any other student’s work or from any other source except where due
acknowledgement is made in the assignment.
I hereby certify that no part of this assignment or product has been submitted
by me in another (previous or current) assessment, except where
appropriately referenced, and with prior permission from the Lecturer / Tutor
/ Unit Coordinator for this unit.
No part of the assignment/product has been written/ produced for me by any
other person except where collaboration has been authorised by the Lecturer
/ Tutor /Unit Coordinator concerned.
I am aware that this work may be reproduced and submitted to plagiarism detection
software programs for the purpose of detecting possible plagiarism (which may
retain a copy on its database for future plagiarism checking).
Student’s
signature: Ngo Duc Trung
1
 Student’s
signature: Nhan Anh Thu
Student’s
signature: Nguyen Minh Thai
Student’s
signature: Tran Mai Khanh Ngoc
Student’s
signature: Nguyen Vu Minh Phuong

TABLE OF CONTENTS

Summary........................................................................................................................................ 3

Answer ........................................................................................................................................... 4

11-17. What do you think about using “volunteers” to do work that other people get paid to

do? ............................................................................................................................................... 4

11-18. If you were in Mark Studness’s position, what would you be most concerned about in

this arrangement? How would you “manage” that concern? ...................................................... 5

11-19. How do these “volunteers” fit into an organization’s structure? Take each of the six

elements of organizational design and discuss how each would affect this structural approach. 6

11-20. Do you think this approach could work for other types of work being done or in other

types of organizations? Explain .................................................................................................. 7

References ...................................................................................................................................... 8

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 CASE APPLICATION - Organizational Volunteers

Summary

Volunteers are being used as a labor pool by many enterprises, especially in customer service
environments. Both established businesses and startups are leveraging the enthusiasm of product
users to help other customers via online discussion boards. This trend suggests a potential
transformation in customer service, using fewer paid employees and more volunteers to respond
to technical questions. Examples of this include the growing number of volunteers providing
technical help for items like home internet networks and high-definition televisions. Companies
excel in persuading customers to perform tasks such as self-checkouts, filling out online forms,
and even pumping their own gas. Now, volunteers are being used by companies more frequently
to perform specialized work tasks in customer support environments. These volunteers contribute
innovations to research and development efforts, contributing to product tweaks and open-source
software like the Linux operating system. The motivation behind these volunteers is primarily
driven by enjoyment, respect among peers, and skill development. For instance, "volunteers"
working for Verizon's high-speed fiber optic service provide free customer service by answering
inquiries on a website sponsored by the firm. Mark Studness, director of Verizon's e-commerce
unit, created an experiment using "super" users who provided the best answers and dialogue in
web forums. For contributors, the business built up a scoring system that included ranks, badges,
and "kudos counts.". This project has reduced the strain for Verizon's call centers by handling
consumer inquiries in a helpful and cost-effective manner.

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 Answer

11-17. What do you think about using “volunteers” to do work that other people get paid to
do?

I believe that utilizing volunteers for tasks typically performed by paid workers offers numerous
advantages:

1. Cost savings for companies: Using volunteers for customer service can significantly reduce
labor costs for businesses, potentially allowing them to offer lower prices or invest in other areas.

2. Quality of service: Enthusiastic volunteers who are passionate about a product may provide
high-quality, in-depth support that paid employees might not match. However, there's also a risk
of inconsistent or unreliable service.

3. Ethical considerations: There are ethical questions about companies profiting from unpaid
labor, especially when it replaces paid positions.

4. Motivation and sustainability: While some volunteers may be motivated by recognition,

skill development, or community engagement, it's unclear if this model is sustainable long-term
or at scale.

5. Impact on paid workers: This trend could potentially lead to job losses or reduced wages for
traditional customer service employees.

6. Legal implications: There may be legal considerations regarding the use of unpaid labor,
depending on the jurisdiction and nature of the work.

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7. Customer perception: Some customers may appreciate peer support, while others might feel
the company is shirking its responsibilities by not providing professional, paid support.

8. Gamification and exploitation: The use of ranks, badges, and "kudos counts" to motivate
volunteers raises questions about whether companies are exploiting people's psychological
tendencies for corporate gain.

Overall, while there are potential benefits to this approach, it also raises significant ethical and
practical concerns. It's important to consider the long-term implications for workers, customers,
and society as a whole.

11-18. If you were in Mark Studness’s position, what would you be most concerned about
in this arrangement? How would you “manage” that concern?

If I were in Mark Studness's position, the concern in this arrangement would be the quality of
answers when users elaborate for people. Considering that they are really ordinary individuals
who wish to respond to every query posted on the forum, they lack training and experience as
well; thus, their responses are based on their opinions, which may or may not be accurate
depending on chance. Asking experts in the field for reliable responses is also more reassuring,
particularly when inquiries concern technology, spirituality, and health.
Some ways to manage:

• Organizing a training program: Hire experts from different fields to help them expand
their knowledge. If geographical location is an obstacle, he can open online classes to
help them.
• Creating feedback and ratings: After people receive the answer from the super user,
they can evaluate the answer according to their emotions, reason, and knowledge. The
evaluation helps to overcome those with a weak foundation as well as those who can
easily answer and explain the assigned questions.

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 • Establishing a review process: Before the answers are sent to the questioner, they will
have to go through a screening process to get accurate and complete information. That
process may add or remove information to make it easier for the reader to understand and
trust.

11-19. How do these “volunteers” fit into an organization’s structure? Take each of the six
elements of organizational design and discuss how each would affect this structural
approach.

In the chain of command, the volunteers are said as first line employees. As first line employees,
volunteers don’t have span of control. The manager or supervisor will have span of control.
Volunteers may be free to give their opinion but, they are not authorized to make decisions for
the organization.

Since the work is divided among different individuals it is easy for them to focus on their part of
work. This helps them to have more knowledge of their job or responsibility and they can come
up with ideas to improve the business or how to make the business better. If there is any change
or any additional responsibility is assigned then there are different individuals to share the
responsibility or work load. This helps to take the work stress off their shoulders. Also, during
the decision-making process the contribution from each individual will help eliminate any biases.

The six elements of the organizational design are:

Work specialization:

This is a kind of organizational structure which affects the organization's function and
profitability. Under this volunteer is required to be specialized in working a little fraction
discrepancy would to down follow the profitability index.

Departmentalization:

Under departmentalization organizational structure. The benefits of the volunteer at its pick
because it will assist us at every point sell/purchase transaction.

Chain of command:

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When it comes to the chain of command. We do often realise the benefits of volunteering
because there is a volunteer only who will help in getting things correct and making it into a
good loop.

Span of control:

It is the area of activity and number of functions, people, or things for which an individual or
organization is responsible. Under this also the importance of volunteers is very fine as the
volunteer would help us in completing work on time.

Centralization/Decentralization:

The concentration of control of an activity or organization under a single authority is called

centralization and the transfer of authority from central to local government is known as
decentralization.

Formalization:

Formalization is an understanding by drawing up a legal contract. to give a definite form or

shape to. to state or restate. Under this also the uses of volunteer is greatly drawn.

11-20. Do you think this approach could work for other types of work being done or in
other types of organizations? Explain

From our perspective, this approach is able to be effectively applied to other sorts of businesses
and work. Firstly, the volunteer approach is beneficial for both sides. Volunteers, especially the
young, are willing to seek and apply for jobs related to their majors, whether paid or unpaid, to
increase their chances of landing their dream job. Specifically, they approach internships to
develop their networks, gain more significant experiences, and sharpen their skills—all of which
are crucial for developing a strong resume and making a deep impression on employers (How
Can You Leverage Internships and Volunteer Work to Stand Out in Your Job Search?, 2024).
Along with that, workplaces in various fields such as law, medicine, or technology have a golden

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 opportunity to leverage a pool of potential workers to enhance the economy of companies
without paying a salary. Furthermore, higher productivity is another reason for this question,
thanks to the volunteer’s large support. With a large number of people participating in volunteer
work, social activities, and charities organized by corporations, many businesses can both
contribute to raising the quality of life in the community and building a good reputation as well.
Take Lifebuoy as an example; they launched the 'Help a Child Reach 5' campaign to minimize
the number of deaths and allow children to fully enjoy every moment of childhood with the help
of thousands of volunteers (The Story of Saving Lives, 2015). As a result, the programme has
impacted millions of people and helped millions of children live healthier lives. However, for
this method to be successful, managers should create and develop useful strategies and healthy
working environments to build a strong bond with volunteers.

References

1. How can you leverage internships and volunteer work to stand out in your job search? (2024).
Www.linkedin.com. https://www.linkedin.com/advice/0/how-can-you-leverage-internships-
volunteer-work-z65bf

2. The Story of Saving Lives. (2015, October 30). The Daily Star. https://www.thedailystar.net/star-
weekend/apple-day/the-story-saving-lives-164263

3. VolunteerMatch. (n.d.). Virtual Volunteering: A Guide for Businesses. Retrieved from

https://solutions.volunteermatch.org/hubfs/Ebooks/Virtual%20Volunteering%20A%20Guide%2
0for%20Businesses/Virtual%20Volunteering_%20A%20Guide%20for%20Businesses.pdf?hsLa
ng=en