Organisational Behavior relating to employee and customer satisfaction

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INTRODUCTION

Employee and customer satisfaction are vital elements which face organisations to survive continuous changes in the work force today.It is key that the organisation must understand the culture and the diversity of the employees. Organisations must adapt to the changes of technology and customer needs, therefore the importance of the work force is a pivitol role facing any organisation today.In the past less emphasis was taken into building a relationship with employees, but today it is key structure to obtaining success within and outside the organisation. Every organisation has its own distinct behaviours, characteristics that portray the company's ways of building a positive and productive relationship within the work force. The company's philosophy, values, mission, vision, goals and objectives, communication, capacity to embrace changes, culture and learning sets as its model framework which outlines its function. Every detail of the behavioural aspect in an organisation are incorporated in the field of discipline now known as organisational behavior.Organisational behavior is a broad study of knowledge about how individuals and groups act in their respective organizations.Organisational behavior in management can be viewed as the behavioral pattern of people in management; the manner and way people interact with the organisation. Management is to organise, control and achieve the objectives of the owners of the organisations that employ them. The management operates through the manager as the eye of the business and there is a need for the managers to exercise great care in administering the resources of the organisation. According to the Management guru Peter Drucker (1909 - 2005) the basic task of management is marketing and innovation.Directors and managers have the power and responsibility to make decisions to manage an enterprise to the best of their ability.Frenchman Henri Fayol (1841 -1925) considers management to consist of six functions, forecasting, planning, organising, commanding, coordinating, controlling. He was one of the most influential contributors to modern concepts of management.

BUSINESS STRATEGY

A key factor in the running of organisations, is the business strategy it has developed and now adheres to.Business strategy is how a business competes sucessfully in a particular market.It concerns strategic decisions on meeting the need of its customers,the choice of its product,gaining an advantage over its compettitors, exploiting or creating new oppurtunities.A business strategy is typically the direction a business will pursue and the steps it will take to achieve its goal.A successful business strategy will identify what a business wants to accomplish, the strengths it can bring to bear on accpmplishing the goals and weaknesses that must be addressed prior to integration and implementation.Which direction is the business trying to get to in the long term, which markets should a business compete in, how it can perform better than the competttiton it faces, what resources are required for it to be able to compete.These are all factors which will effect the overall outcome of the business and have to be taken seriously in order to achieve the goal required.

A typical example of a case study of a business strategy is Vijay Patel a self made millionaire.He is the founder chairman Waymade Healthcare, a drugs company. Although he has achieved considerable wealth already he is not ready to give up: "i've got a long way to go.It isn't about making more wealth.It is about achieving the goals i have set for my business. My ambition is to become a mini Glaxo by 2010".(Glaxco is one of the world's leading pharmaceutical companies.)

Adapted from the Sunday times, 10 September 2000.

INNOVATION AND CREATIVITY

Another key element in order to achieve ones goals and obectives are what new ideas can be integrated to achieve success in an organisaion.Many companies introduce new ideas and plans to achieve targets and goals. This is an important part of future sucesss within any organistion.New tehnology has become available

over the years which has led to newer options available to

organisations which seemed distant before. Companies structure the

business on these advances in technology ,allowing them to have a

clear vision of what they would like to achieve in the future.

This process of change is known as innovation and creativity.

All organisations can innovate but where some will flourish,

some will also fail.Introducing innovation and creativity will

have positive and negative effects as new developments bring in

fresh ideas which change old practises with new ones. The

challenge for all organisation is to keep ahead of changing market

conditions,new technologies and human resources issues. Management

of these changes are the most important challenges facing any organisation.The management have to be very adaptive and flexible.

The management must have open, caring relations with every employee and face to face communication.There is also a systemic approach to business innovation, which include change in organisaton,strategy,technology,process,product and marketing.All of these will be effected by innovation and need to evole to adapt with changes.

BT is unique in having an end-to-end open innovation process.The company scouts the lastest innovations and trends in the market worldwide, creates prototypes rapidly in hothouses,uses its own research,and partners with academic institutions to create products and services for its customers. A recent successful innovation that wa rapidly downstreamed for use by BT Retail was the developmentof BT FON application for the iPhone and Android smartphones. They enable users to find the nearest wi-fi hotspot and roam to it instead of using the expensive data channel provided by their mobile operator.The concept for the application was rapidly developed by BT Innovate and Design researchers and developers to become one of the most downloaded free apps on both the Apple and Android sites.

Adapted from BT today,November 2010

QUALITY CONTROL

Quality control is a fundemental part of any business organisation.It is a process employed to ensure a certin level of quality in a product or service.It will also include whatever steps a business deems necessary to provide for the control and verification of certain chaacteristics of a product or service.The main aim of quality control is to ensure that the products, services, or processes provided meet specific requirements and are dependable, satisfactory, and fiscally sound.The process involves the examination of a product,service,or process to minimun level of quality.Most companies provide a service or a product, so control is important to determine the output being provided is of quality.Quality is also important to companies for liabilty purposes,branding,name recognition and maintaining a position against competition in the marketplace.Tom Peters in his widely acclaimed book ,Thriving On Chaos, Peters argued that consumers' perception of the quality of a product or service is the most important factor in determining its success.

Quality as defined by the consumer, he argued, is more important than price in determining demand for most goods and services. Consumers will be prepared to pay for the best quality. Value is thus added by creating those quality standards required by consumers.

This case study focuses on the second largest grocery brand in the UK - Warburtons. The company is also the largest wrapped bread brand in the country, with a market share of 25.2%.Warburtons employs approximately 5,000 people in 14 bakeries and 15 distribution depots. Over 800 of these workers have been with the business for more than 15 years. Every day more than two million bakery products are made and distributed around the country. This ensures that many thousands of retail outlets have freshly baked products daily.Warburtons leading position in the market is underpinned by the company’s dedication to supply continuously high quality bakery products, whilst investing in innovation and new product development. Every organisation has to plan for the future. The key areas of Warburtons long-term plan are to focus on quality by baking the best quality bread every day,drive sales,run efficient bakeries,manage costs and invest in people working within the business.To do this Warburtons has taken a sustainable approach to running the business. This means that Warburtons adopts practices that can continue long into the future by managing the supply chain to meet customer needs. This involves such things as using sources that minimise the impact on the environment for future generations. However, for Warburtons, it also includes developing long-term relationships with its stakeholders to ensure the supply of quality products for the foreseeable future.

Adapted from the TIMES 100 ONLINE

CONTINUOUS IMPROVEMENT

Continuous improvement basically means a never-ending effort to expose and eliminate root causes of problems. It mainly involves many small-step improvements rather than one overwhelming innovation.It involves everyone, management and all employees in finding and eliminating waste in the Organisation structure and production methods.Organisational performance can improve through knowledge gained from experience. Lessons learned by mistakes being made mean that they are less likely to be repeated, while successes encourage workers to try and do the same thing again or continue to try new things which will also improve performance. While this learning process occurs throughout the system it is particularly important for accomplishing the long-term improvement associated with continuous improvement. In order for continuous improvement to be successful, the organisation must learn from past experiences and translate this learning into improved performance.The process also requires exploring methods and testing new ideas to improve the practiced processes.Continuous improvement is known by the Japanese word 'Kaizen' which means 'to change for the better' and covers everything within an organisation.Continuous improvement starts with management and under their leadership works down through the organisation, everyone is responsible and has to play a part in making improvements.

CASE STUDY

Corus is a steel manufacturing company.Corus is a subsidary of Tata steel ,part of the giant indian conglomerate.Steel is everywhere in our homes and all around us.Corus Construction and Inustrial (CCI), a business unit of Corus has steel manufacturing facilities in Scunthorpe,Teedside,France and Scotland.The site at Scunthorpe covers 2,000 acres and 5,500 people.It consumes 6.5 million tonnes of iron ore and 2 million tonnes of coal each year to produce 4.3 million tonnes of steel products.Producing large volumes helps to drive down the costs of running a huge and expensive steel plant.The Plan is to produce quality steel to satisfy customers and delivering products at the right time to secure a profitable business. CCI im Scunthorpe is looking to reduce waste in it's plate manufacturing process.They have adopted the concept of 'flow', which means that the products are 'pulled' through the process according to customer demand. All parts of the process from the supply of raw steel to the finshed article are carefully planned to reduce waste.Each process is paced to control the amount of product in each stage of the process, this then ensures that the operation runs smoothly without overload or delay and keep operations at maximum.

Article taken from Times 100 online

CRISIS MANAGEMENT

Crisis management is the process with which an Organisation deals with issues that threaten to harm an Organisation.Anything can happen within an organisation which could in turn effect output, always expect the unexpected.It could be system downtime within an IT department, fire, damage to any stock or even illness of the employees.Management of these problems are key and with good planning steps can be taken to reduce any possible impact it may have or even eliminate it fom happening altogether.Management need to plan thoroughly to protect the business from any potential problems which may arise.A carefully thought-out continuity plan will make coping in a crisis easier, so it is important that these are planned for in advance to minimise distruption, "imagine the worst and make a plan to deal with it" quoted by Bruce T.Blythe founder of CMI and CEO.

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