Organization_Behavior

As I am working in the marketing organization, I have to do sales to achieve my target which are set by my Head Office Division. The problem that occurred in our business is we are losing business where the profit margin is dropped drastically. Percentage of customer complain for the year of 2009 [pic] After sum evaluation and feedback from our customer, the data count is as shown as above. The main reason for the customer leaving our service and our competitor is wooing over them due to our lack in customer service, as it’s a serious matter where there must be a quick decision must be done, I’ll use my task force to meet my target and grab back my customer. As a head of an organization, I planed and decide to implement Goal-Setting Theory because I assume it’s simple and easy to work out my mission whom caries lot of values and attitudes to the organization. As some material I have gone thru, it shows that the Goal-Setting Theory was proposed by Edwin Locke in the late 1960s as a source of motivation. It also state that the more difficult the goal the higher performance to produce good result. The conditions in goal setting theory are such as commitment where the employees will be committed and try their best to achieve it. It also needs the staff’s confidence level to perform the task. The characteristic of the task must be simple to make it effective to perform it independently; it will also associate with increased of job satisfaction. As I found the root cause of my organization problem, which is our customer service, I made sum important rule where we must inculcate a service performance and standards. First of all, who are we' In the eyes of the customer, we are an organization where the customer won’t look at any individual staffs; it shows that we carry the image of the organization. As the second question rises what is our role' The staffs must take initiative and be proactive to constantly look forward for better way to improve our service, we must have a personal service goal that have a clear direction and must accept personal responsibility with open arm. Nevertheless, we must review and renew our effort constantly. 4 Our goals must be S.M.A.R.T goals, which tell us that it should be Specific the entire statement, Measurable such as 100% of calls answering by the third ring, Achievable to believe could accomplish the goal, written down statement and with Time frame by one week. As we accept personal responsibility, we must seize every opportunity to make our customers’ experience with us is a positive one, we must be answerable for the consequences of our decisions and must not blame each other. We must also periodically determine that the service we provide is the expectation of our customer. We must also set a benchmark against the quality of our service with the guidance to deliver in our day to day job. We must display our behavior that will please the customer such as smiles make you pleasant and relaxed, it attracts another smile too. We must always maintain an eye contact with customer and says thank you as it is a magical word that tells the customer how much you appreciate the business. We must also welcome a customer as we would welcome an invited guest into our house. We must always do little bit extra so that customers fills special. In the another mean do little bit extra can be done by cross-selling our products that will meet their needs, we must also provide a quick service in view of the lack of parking space in the other word do little extra cost little but returns great dividends. To create a good environment, we must also look in to the negative side; this is a red alert to everyone in an organization. First of all, we must always avoid hot button words, for example words provoke people in feelings or ideas, and it can produce anger which may interfere with listening. Always remember to use I instead of you, instead of saying you’re wrong or you’re confusing, try to say I can see there’s been a miscommunication or I’m confused. We must always focus on facts such as clarify the needs of our customer, avoid giving orders such say would you mind waiting while, instead of wait here. Try to avoid causing defensiveness as asking what’s your problem' Do ask how may I help you' In one of the case study of sense of urgency, a customer complains that it took 45 minutes to open an account. She had approached to the counter several times to as about her receipt but was told to wait each time. The receipt had been signed but the staff did not bother to get it back from the superior and the staff also didn’t call the customer when it was ready. In this situation the staff should apologize to the customer for the incident and should be council for the staff’s misbehave. We must understand that our contribution matters because it only takes one weak link to break the service chain and damage the quality of the business. Remember always that the complains give us a chance to leave a mark on the mind of the customer As of course if we achieve our mission, there sure is a reward to everyone. The incentives scheme will come to action where each and every business seized and number of customer increase in three months time. The reward will be paid quarterly and recognition such as promotion and allowance will be given to the individual staffs, this may fulfill the job satisfaction. 5 For the staffs that failed to meet the target, we must shape them to make them realize that each and every moves count. As such, we will use the reinforcement theory to shape them back. The first step should be positive, such as counseling without barrier, and give them sufficient training. Second step would be negative reinforcement where we will demote them and withdraw their benefits; it will make them realize. The above methods are all about to benefit the organization. When the new methods are introduced, at the beginning this may reduce the customer complain. And the progressive of the business absolutely will increase. 4.0 In conclusion to this assignment, based on the work presented, I would like to say that it is all relevant to motivation. In the discussion of the theories, the Maslow’s Need, Alderfer’s ERG, and Herzberg’s Motivation-Hygiene talks about each staffs daily basic needs where it would lead them to stay healthy life which will motivates them to outperform their abilities. In the second question, I chosen Goal Setting Theory as a contemporary theory to implement in my case study, it is also simple and better to educate the staffs. I assume that this theory can lead a healthy organization at where the implementation of its four factors will influence the goal performance. I strongly believe that my organization must have the scheme of motivation to succeed our mission which will last stably for long tem. 6