Causes of absenteeism within the customer relations department of the Oneida Tribe

Abstract

The Oneida Tribe is currently experiencing a high number of disciplinary actions, especially with attendance. Disciplinary actions however, are only a symptom of the problem, and causes need to be found. This study was an attempt to assist in this effort. This study was conducted within the Gaming Customer Relations Department, because the manager of this department was receptive to the idea of finding causes to the disciplinary problem. An 88-item employee opinion survey was administered that evaluated employee’s perceptions in 12 key organizational development dimensions: communication, teamwork, manager practices, total quality focus, work performance, empowerment, tribal practices, work conditions, the job itself, and cultural diversity. The survey also provided a comments section allowing employees to expand on their responses. The findings revealed several possible problem areas. The greatest concerns seemed to be the lack of a management model, which would decrease the inconsistent decisions made by management, and the wage and cost of living freeze that the Nation is currently under. Other areas of concern were with the glass-ceiling that exist in the Nation, no recognition or incentive program, and work conditions in the Irene Moore Activity Center. The researcher suggests that employee focus groups be formed to discuss the problem areas identified, and create action plans for these. An additional survey should be conducted a year from now to see if employee opinions have improved.