Referencing Styles : Harvard Case Study Questions and example answers: 1. Describe how the program encouraged organisational citizenship behaviour in Mater employees? Employees with higher levels of job satisfaction exhibit organisational citizenship behaviours (OCB) with greater frequency. OCB is described as the discretionary effort of employees beyond the requirements of their job description (Robbins et al, 2014). Organisations benefit from the increased productivity employees displaying OCB create. The Mater Credo provides a foundation for employees to demonstrate the ‘good citizenship’ qualities of OCB. In offering training and development, a tool widely recognised to create improved job satisfaction, another platform to further develop build OCB was instigated. The courses provided employees with the skills, knowledge and most importantly the confidence to display a range of behaviours not part of their standard job requirements. The first step was allowing the staff to initiate the enrolment process. This demonstrated Mater valued and trusted individuals to control their training and development. The ownership of the process ensured participants had a greater vested interest in their successful completion. Participants of the program completed work related assignment in their own time, and actively engaged in projects outside their normal. Furthermore, in gaining a greater understanding of the organisation they worked for participants were further aligned with the culture and values of Mater, thus increasing job satisfaction and OCB. 2. Organisational culture has been linked to performance. Detail the benefits the MHS culture provides to support increased organisational performance. The values and beliefs of the Mater Credo underpin the organisational strategies and objectives. MHS executive and management actions demonstrate a commitment to ‘Living the Values’, for instance the creation of the training program and guarantee of job security with the Children’s hospital merger. These actions have created a climate of trust amongst the employees. Additionally, the Mater culture is a key contributor to above average employee engagement survey results. Engaged staff report higher levels of job satisfaction, increased alignment of values and an outlook of remaining long term with the organisation. The Mater Credo of; Mercy, Dignity, Care, Commitment and Quality forms the basis of its holistic care approach. The Credo guides employees in their daily interactions with patients, their families, suppliers, the community and other staff. A focus is placed on the quality of and commitment to job tasks whilst acknowledging the significance of the interpersonal attributes in building relationships to achieve these tasks. This approach linked to its history and buoyed by strong employee association to the Mater values and beliefs creates a competitive advantage public and private healthcare providers are unable to replicate.