Abstract

This is a collection of three short case studies highlighting some dilemmas faced by HR professionals in managing knowledge workers, particularly in the Information Technology (IT) and Business Process Outsourcing (BPO) sector. The first case study deals with the high stress levels experienced by employees in these sectors, the reasons for the same, and the strategies adopted by HR professionals to address this problem. The second case study deals with the issue of data security and theft by emp-loyees. With most of the information being kept in electronic form it has become easy to steal the data, particularly by employees coming to the office with portable IT/storage devices. The third case study deals with the problem of indiscipline among BPO workers in India which led some firms to explore the possibility of introducing alcohol testing and HIV testing measures. Whether it is efforts to prevent data theft or curb indiscipline, HR professionals have to be very tactful as any wrong move could affect employee morale leading to attrition and lower productivity. Moreover, measures such as introducing mandatory HIV testing could be perceived as discrimi-natory and even lead to discrimination in the workplace.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Understand some of the issues and con-straints in managing knowledge workers
• Understand the impact of high job stress on knowledge workers and the initiatives undertaken by some organizations to deal with this problem
• Understand the issues related to data security and theft by employees and the dilemma faced by HR professionals in handling this issue
• and Understand issues such as disciplinary action and discrimination in the workplace.

Keywords

Information Technology, IT, Business Process Outsourcing, BPO, ITeS, Stress management, Job stress, Job satisfaction, absenteeism, Productivity, Attrition, Industrial espionage , Data theft, employee turnover, Stress-related disorders, Employee indiscipline, HIV testing , Discrimination