Understanding Employees: Insight into a Time-Off Request System

This thesis project is an analysis of the current system Company X has implemented to allow employees of their Customer Service Operations (CSO) to request time-off from work. It includes research based on Lee Bolman and Terry Deal’s Four-Frame model outlined in their book, Reframing Organizations: Artistry, Choice and Leadership. Using the four-frame model by Bolman and Deal, the research outlines the basis for key suggestions on how to improve this system to present employees with an environment that promotes healthy work-life balance. Furthermore, the research includes information about call center environments outside of Company X who have faced similar issues of employees having a healthy work-life balance. It also goes into detail on how they managed to maintain productivity, combat issues of employee job dissatisfaction, and further promote a healthy work-life balance for employees. The research is also based on making important connections for how these suggestions can be very complementary to the already ongoing effort that Company X does to ensure their employees’ happiness is a priority.