The document discusses motivation and organizational conflict. Regarding motivation, it defines motivation as giving people energy to achieve goals using limited resources. A successful motivation program like rewards and incentives can increase productivity by changing employee behavior and commitment. An example is given of a Sri Lankan motorcycle company that increased sales from 9,000 to 15,000 units after the chairman motivated employees during a difficult market period. Organizational conflict is defined as differences between individuals or groups that can involve issues like resources, responsibilities, or company direction. The main types of organizational conflict discussed are within individuals, between individuals, between individuals and groups, between groups, and between organizations. Examples are given for each type.
Made by Group 7 - Fatimah Azzahra 1711011099 and Olinda Calista Yetri 1711011119
Dr. Nova Mardiana, S.E., M.M.
Human Resource Management
International Class
Faculty of Economic and Business
University of Lampung
CUSTOMER SERVICE: Working in a Business EnvironmentThe Pathway Group
An comprehensive guide to the purpose of different working environments and the benefits and disadvantages of them all.
We also look at the importance of maintaining equality and diversity in the workplace, organisational standards and standards of security.
Made by Group 7 - Fatimah Azzahra 1711011099 and Olinda Calista Yetri 1711011119
Dr. Nova Mardiana, S.E., M.M.
Human Resource Management
International Class
Faculty of Economic and Business
University of Lampung
CUSTOMER SERVICE: Working in a Business EnvironmentThe Pathway Group
An comprehensive guide to the purpose of different working environments and the benefits and disadvantages of them all.
We also look at the importance of maintaining equality and diversity in the workplace, organisational standards and standards of security.
Teams offer an easy way to tap the knowledge and talents of all employees to solve many of your companies problems. A team draws together employees from all different functions and levels of your organization to help find the best way to attack a specific issue. Many organizations have found that they can no longer rely just on management to guide work processes and company goals. Companies need to involve employees who are much closer to the daily problems and the companies customers. When employees gain more authority from top management, they tend to be more responsive to the customers’ needs and to resolve problems at the lowest possible level in the organization.
CUSTOMER SERVICE: Working With Others in a Business EnvironmentThe Pathway Group
Teamwork is a fundamental part of any workplace or organisation succeeding.
The importance of working with others and effective teamwork can be demonstrated in many ways, and in many aspects of a business- as outlined in this presentation.
This is about Employee Relations leading to the fostering of Ownership Culture which is very much important for the growth & development of all organizations both vertically & horizontally.
Employee Commitment, while presenting a complex approach to productivity improvement, actually offers managers serious leverage and higher performance payoffs. The companies that have successfully built and capitalized on a reservoir of employee commitment have accomplished this by mastering three concepts, and one basic equation. Each of which is discussed in this presentation.
Educaterer India is an unique combination of passion driven into a hobby which makes an awesome profession. We carve the lives of enthusiastic candidates to a perfect professional who can impress upon the mindsets of the industry, while following the established traditions, can dare to set new standards to follow. We don't want you to be the part of the crowd, rather we like to make you the reason of the crowd.
Today's Effort For A Better Tomorrow
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Teams offer an easy way to tap the knowledge and talents of all employees to solve many of your companies problems. A team draws together employees from all different functions and levels of your organization to help find the best way to attack a specific issue. Many organizations have found that they can no longer rely just on management to guide work processes and company goals. Companies need to involve employees who are much closer to the daily problems and the companies customers. When employees gain more authority from top management, they tend to be more responsive to the customers’ needs and to resolve problems at the lowest possible level in the organization.
CUSTOMER SERVICE: Working With Others in a Business EnvironmentThe Pathway Group
Teamwork is a fundamental part of any workplace or organisation succeeding.
The importance of working with others and effective teamwork can be demonstrated in many ways, and in many aspects of a business- as outlined in this presentation.
This is about Employee Relations leading to the fostering of Ownership Culture which is very much important for the growth & development of all organizations both vertically & horizontally.
Employee Commitment, while presenting a complex approach to productivity improvement, actually offers managers serious leverage and higher performance payoffs. The companies that have successfully built and capitalized on a reservoir of employee commitment have accomplished this by mastering three concepts, and one basic equation. Each of which is discussed in this presentation.
Educaterer India is an unique combination of passion driven into a hobby which makes an awesome profession. We carve the lives of enthusiastic candidates to a perfect professional who can impress upon the mindsets of the industry, while following the established traditions, can dare to set new standards to follow. We don't want you to be the part of the crowd, rather we like to make you the reason of the crowd.
Today's Effort For A Better Tomorrow
Smu mba sem 4 RETAIL spring 2016 assignments, smu solved assignments ,smu assignments ,smu mba assignments ,smu mba solved assignments ,smu mba spring 2016 assignments
Tonya LED lighting main in LED lighting for many years. such as T8 LED tube, LED downlight, panel light, commercial lighting. also provide outdoor lighting, such as high bay, flood light, street light, linear light wildly used in workshop, stadium, factory, road, highway and so on
Understand and improve Wellbeing At Work Anand Rao
2016 Edenred-Ipsos Baromete survey measures Environment , Appreciation and Emotion. Wellbeing at work is a growing challenge for companies struggling with an unpredictable economic environment and in that perspective, more and more become dependent from their employees’ willingness to go the extra mile.
I had the opportunity to present at the CTO Summit in San Francisco yesterday (Dec 2, 2015). I presented the amazing collaborative culture we have built at Groupon over the last few years with some thoughtful programs. It was great to see such awesome group of CTOs and leaders in engineering. I thoroughly enjoyed the questions.
Legacy Tale: Leave a legacy of faith through personal historyLegacy Tale
Presentation given in November 2015 at the Las Vegas Stake Family History Jamboree. Explains why, how, when and what you should do to write and capture your personal history.
Is your organization aligned to a common direction?
For more white papers and webinars, go to http://www.sldesignlounge.com
Or visit us at http://www.sld.com
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Customer Service Skills for Success 6th Edition by Lucas Solution Manualendokayle
link full download: https://testbankstudy.com/product/customer-service-skills-for-success-6th-edition-by-lucas-solution-manual/
Language: English
ISBN-10: 0073545465
ISBN-13: 978-0073545462
ISBN-13: 9780073545462
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The Terrorist, He WatchesThe bomb will explode in the bar at twe.docxssusera34210
The Terrorist, He Watches
The bomb will explode in the bar at twenty past one.
Now it’s only sixteen minutes past.
Some will still have time to enter,
some to leave.
The terrorist’s already on the other side.
That distance protects him from all harm
and well it’s like the pictures:
A woman in a yellow jacket, she enteres.
A man in dark glasses, he leaves.
Boys in jeans, they’re talking.
Sixteen minutes past and four seconds.
The smaller one he’s lucky, mounts his scooter,
but that taller chap he walks in.
Seventeen minutes and forty seconds.
A girl, she walks by, a green ribbon in her hair.
But that bus suddenly hides her.
Eighteen minutes past.
The girl’s disappeared.
Was she stupid enough to go in, or wasn’t she.
We shall see when they bring out the bodies.
Nineteen minutes past.
No one else appears to be going in.
On the other hand, a fat bald man leaves.
But seems to search his pockets and
at ten seconds to twenty past one
he returns to look for his wretched gloves.
It’s twenty past one.
Time, how it drags.
Surely, it’s now.
No, not quite.
Yes, now.
The bomb, it explodes.
–Wislawa Szymborska
Please reword these paragraphs in your own words DO NOT USE the same words as in the paragraphs. Thanks.
· 1-According to Chapter 14, the competing values framework (CVF) provides a practical way for managers to understand, measure, and change organizational culture. There are four types or organizational culture; clan culture, adhocracy culture, market culture, and hierarchy culture. Clan culture describes companies that have an internal, family-type, focus that encourages collaboration, trust, and support to achieve effectiveness. Adhocracy culture describes companies that have an external focus on creating new products and services by being creative and adapting quickly to changes. Market culture describes companies that value stability and control. Competition drives these organizations with a high focus on customers and profits. Hierarchy culture describes companies that have an internal focus valuing stability and control over flexibility.
At my company, the elements that have the greatest influence on organizational culture are create and collaborate. Without the create element, we would remain the same and end up losing out on business because our competitors would keep moving forward while we remained the same. To remain competitive in the business we must keep up with the technological advances. Collaboration is key to keeping employees involved and motivated. The morale of the workers and the company's investment in developing them, keeps employees and their knowledge in the company and hopefully not leaving to go work for a competitor.
· 2-According to Chapter 14, organizational culture is defined as the set of shared, taken-for-granted implicit assumptions that a group holds and that determines how it perceives, thinks about, and reacts to its various environments. The four characteristics of organizational culture are shared concept ...
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Loyalty is one of the most important factor in the employee retention and and customer satisfaction.
A loyal employee develop loyal customers and loyal customers means better sales and profitability.
Concern for Information PrivacyA number of reports and studies r.docxdonnajames55
Concern for Information Privacy
A number of reports and studies relate the various concerns that individuals and organizations have about information privacy. Search the Internet for statistics on the level of concern either individuals or organizations have about sharing information electronically. Note any benefits reported as trade-offs that might overcome these concerns for sharing information. Based on the research, write one page essay.
CUSTOMER SATISFACTION AND CUSTOMER LOYALTY 1
SATISFACTION AND LOYALTY OF THE CUSTOMER 4
Customer Satisfaction and Customer Loyalty
Mary Reshard
Org 575- Critical Evaluation of Research and Theory
Colorado State University – Global Campus
Dr. Woodruff Thomas
March 6, 2017
Table of Contents
Section I - Organizational Problem or Opportunity 3
Description of the Problem or Opportunity 3
Purpose of the Investigation 3
Management/Business Questions 3
Research Question 1 ………………………………………………………………………….
Research Question 2…………………………………………………………………………..
Research Question 3………………………………………………………………………….
Intended Audience 4
Summary of Section Highlights 4
Section II – Problem or Opportunity Background) 5
Definition of Terms 5
Management Question or Management Dilemma Related Topics 5
Current State of the Target Organization 5
Relevant Organizational Processes or Systems or Functions 5
Relevant Theory 6
Summary of Section Highlights 6
References 7
Section I - Organizational Problem or Opportunity
The report will show the connection between customer satisfaction and customer loyalty. Customer satisfaction is an important matter in business. Satisfied customers often refer other customers to the business by word of mouth and by doing so this leads to revenue growth. Meeting the needs of the customer has an impact on the business outcomes. Knowing how to transform customer form just being satisfied to loyal is important to the growth of the business. The only way to improve business is to listen to the needs of the customers and what he or she really wants is beneficial to the business. Customer satisfaction helps companies calculate sales and measure customer satisfaction over a period of time. Research permits the company to see where the strength and weakness of the company and allows the company to improve on the quality of services that the customer value. Customer loyalty relies on the customer service that he or she receives from the company and that includes the hairdresser skills , communication, and the service provided to the customer.
Employees play a major part in customer service and in order to maintain a plesant work environment the employees must have the proper training so that he or she will know what is expected of him or her in the workplace. Macik & Nalewajek (2014) stated the main task of salon is to encourage not only the customer but also the hairdresser and to stay because when the hairdresser changes workplace, the clients follows hence there should be implemented sui.
response 1 Choice and Background For this weeks DQ I have deci.docxcarlstromcurtis
response 1:
Choice and Background For this weeks DQ I have decided to address the 4 questions pertaining to my organization. I work at Nationwide Insurance in middle market underwriting. I lead a team of underwriters who review commercial businesses for acceptability and pricing. This is very much like home and auto insurance but for businesses. In some of the responses I will note the difference between personal insurance and commercial insurance. Who is your primary customer? In this question I think middle market insurance (larger commercial clients) differs from personal insurance and small commercial insurance. If I worked in our personal lines department I would likely answer the customer is the end user. However, in middle market insurance I would identify our main customer as our distribution partners, the insurance agent. Independent agencies may represent several insurance carriers. When they are selling insurance to a customer most of the time they chose one carrier to present to solicit or retain the customer. This is personal preference of each producer as some lay out several carriers to show a comparison. If the price for insurance is similar for several carriers the agent will often recommend a company they prefer to do business with. As a company we need to focus on our agency partners to determine how to best attract and present ourselves to them. By doing this we would be able to separate ourselves from the competition. What critical performance variables are you tracking? This question is very pertinent to me at this time as my team is currently completing year end reviews. In the reviews there are 3 sections with several sets of performance evaluations for each section. One of the sections is around financial results. There are several metrics with multiple scores in each metric. For example, one measure is around loss ratio, or profitability. Within the loss ratio there is a section for regional loss ratio as well as state loss ratio. The value for these is then averaged. It makes completing this difficult and does not give a clear defined strategic plan. I would like this to be simplified and shortened considerably. I would like to see 3 or 4 performance measures. I also think the goals should be more granular. I would incorporate state loss ratio, and drop the regional component. What strategic boundaries have you set? I like this performance measure because it affects underwriting in the terms of appetite. When I discuss appetite it refers to what we will write and what we will not write. I have used the example of a dynamite factory in the past. This is a high risk business and something standard insurance companies would not entertain. A retail clothing store is more on the lower hazard end of the spectrum and something most insurance companies would consider. When visiting with our agency partners the question regularly comes up, "What do you write?" Agents want to know when th ...
1. The Open University of Sri Lanka
Bachelor Management Studies,
Academic Year 2015/2016,
Social Psychology in Organizations
MUC1204.
Assignment No 305
Student Name : M Dharshan
Registration No : 515428795
ID No : 820753429v
Date Of submit : 14th of August, 2015.
2. RegistrationNo : 515428795
1. “There is a direct Relationship between the motivation and the
productivity in an organization”
Define the term “Motivation” and discuss how a successful
motivational program affects the productivity of an
organization.
Motivation is a basic Psychological process, give more energy to
people continually work interested and committed to a job. Motivation is a
most powerful feeling in the world. Lot of people seeking for motivation for
more as a goal, but really motivation is mean to achieve the goals.
In my point of view the definition of motivation
“Motivation is a mental science to give more energy for people to achieve
the goals from limited recourses”
How successful motivation program affects the Productivity
Motivation is the best tool in the world to achieve the goals in organizations
it can be by training programs, giving increments, annual trips, and staff gets
to gathers, and rewards
Just I need to share my Experian’s to you one of the biggest company in Sri
Lanka David Pieris Motor Company on 2010 the government was
implement the new import tax to the motor cycles in Sri Lanka. the DPMC
was a highest seller in market they lead the market by 19000 BAJAJ motor
cycles per month but when the government was introduced the new tax
system the prices is gone by 30% in market sales was drop to 9000 units in
market for DPMC motor cycles. In this situation DPMC was in critical point
but company chairman MR Pieris was no disappointed, he arrange a staffs
get to gather and motivated them and Mr. Pieris was announced to them,
3. RegistrationNo : 515428795
“My dear DPMC partners don’tworry for this present situation if these
difficult times will continue with us, I will never let your payments delay I
can pay for you 10 years salary and bonus also for who will be continue with
us in DPMC.”
This motivational statement was change the mind of DPMC employee’s and
they got the market to15000 units.
Some time people are very stress by working continuously by same work we
need to refresh them by motivating just take them for 2 or 3 days for a
company trips and make them mind free. When they return to the work we
can see the different how they behave.
Some people are hard workers they are the good achievers in sales when the
time runs you can see the sales can be go down because they need
motivation. In organization we need to motivate them by rewards for the
former achievements if they got the reward completely they will change the
focus for sales again.
Basically when the motivational programs happened it changes the behavior
of people and gives us more productivity to organization.
2. Explain the meaning of ‘Organizational conflict’, and discuss
what are the types of conflicts possible in organizations are.
Use suitable examples where necessary to elaborate you
answers
A basic definition of organizational conflict is difference by individuals or
groups within the organization, which can center on factors ranging from
resource allocation and divisions of responsibility to the overall direction of
the organization. A common example of organizational conflict occurs when
workers advocate for higher pay and the business owner or management
wants pay levels to remain the same.
The organizational conflict can be fine in these types
4. RegistrationNo : 515428795
1. Conflict within the individual:
The conflict within the individual is usually value related, where role
playing expected of the individual does not conform to the values and
beliefs held by the individual.
E.g.: Secretary may have to lie on instructions that her boss is not in
the office to avoid and unwanted visitor or an unwanted
telephone call.
2. Interpersonal Conflict:
Interpersonal conflict involves conflict among two or more
individuals and is probably the most common and most recognized
conflict. This may involve conflict between two managers who are
competing for limited capital and manpower resources.
E.g.: Demak Motorcycles Model DZM was arrive to Sri Lanka just 90
units only but North Regional Manager’s area demand is for 70 Bikes
and Southern Regional Managers area Demand is 80 , the clash of the
two managers to get the 90 units
3. Conflict betweenthe individual and the group:
As has been discussed before, all formal groups and informal groups
have established certain norms of behavior and operational standards
which all members are expected to stay to. An individual member may
want to remain within the group for social needs but may disagree with
the group goals and the methods to achieve such goals.
E.g.: Demak Lanka Marketing Manager brings a new promotional
method to increase the sales but the 5 regional managers of
company may not like the promotion method between the
marketing manager and the Regional manager’s arguments.
5. RegistrationNo : 515428795
4. Intergroup conflict
An organization is an interlocking network of groups, departments,
sections or work teams. The intergroup conflicts are not so much
personal in nature as they are due to factors inherent in the organizational
structure.
E.g.: Conflict among groups in the same organization. It’s mean in
Demak Lanka clash between sales department and service
department for a good customer care.
5. Organizations conflict
Conflict also occurs between organizations which are dependent upon
each other in some way. This conflict may be between two competition
organizations and supplier organizations about quantity, quality and
delivery times of raw materials and other policy issues.
E.g.: Conflict among organizations. Basically in motor cycle
market there are so many Scootermodels but Honda DIO and
Yamaha Ray seam’s similar model. These two companies are
fighting by Marketing strategic and campaign between them
organizational conflict