Osd-Design_Organizational_Structure

A new travel agency was established in Sydney named Delight Flight in city of Sydney. The company offers variety of services including trip booking, cheap flight booking, hotel booking and working out a trip plan for the customers. It is not only serve people who live in Sydney,but any customer all over the world. Due to preferable and various customer service , it defeats some rivals. 1: The purpose of our company is to be the largest travel agency in the entire world. We will offer the best service, cheap flight and the most exciting tour for the customers. In addition, we will always let customer find the nearest store in their living area. With the aim of the purpose, we will implement our rules as the following: A: To develop the new travel route. B: To ensure the safety of customer C: To protect customer's personal detail D: To meet the demand of customer with high quality 3: The organizational chart as below. The owner doubles with manager is at the topest level. The second level are Information Technology staff , accountant and sales.Information Technology staff with responsibility for maintain the website and protect the information of clients. Accountant in charge of sum up the profit or loss. Sales are responsible for selling tickets and advertising the company such as distribute leaflets. 4:After two years, the owner plan to open another same travel agency in a few miles away Delight Fight. When we established the other one, there are 3 issues we have to consider: 1: where should owner to open the second store' 2: Any resource could be shared' 3: How to coordinate and contact between two location. The location is important to a travel agency. It should satisfy two factors. The first is on the main road, because large customers flow and easy to find it. The second is not too close to the first store. Because if two locations are too close, it can not attract more customers. It is certain that Delight Flight 1 (DF1) can share resource with Delight Flight 2 (DF2). From organization chart can be seen, DF2 would partake the Information Technology staff and accountant with DF1. For example, two locations use same computer system, the IT staff can maintain system of two locations simultaneously. By reason of two location is not far, two locations usually use direct contact to exchange information, solve problems. The owner can handle the situation of the other store quickly. 5:Another 5 years have passed, the business has grown to five locations in two cities. The owner appoint a manager and create department in each location. In the same city, they share one Information technology department and Human resource department. The reporting relationship is various department report the situation to manager of the location firstly. And then, then manager should report it to the owner. However, the owner can not get more information and handle the real situation. For another, the subordinateness get response slowly. Therefore, every week the owner open videoconference once, in order to handle more situation directly. Simultaneously, communicate the decision to junior staff. The five locations in two cities result in the issue of control and coordination arise. The manager may control the store behind the owner. The power of owner will be decrease, because the owner does not know whether manager carry out his decision. And the flight fare is not fixing, the owner can not ensure his employees collect a little bit higher price from customers. If this situation happened, the employee increase their extra gains but the satisfaction of customer will decrease. Furthermore, the customer can not give feedback to the owner directly. The manager may hire or delete the dissatisfied feedback. The videoconference is necessary. The high coordination across the location is required. For example, in the same city, there are 5 visitors join a tour to visit opera house in DF1. And there are another 5 visitors also join a tour to visit opera house in DF2. Five visitors as a tour is too small so that two managers of the store should contact and then combine these two tour together. It can save cost. 6:The time flies fast, twenty years later, the owner expand his business to 75 locations in 5 cities. The issues will arise again when the business expanding. 1:Slow response. Superiors can not collect the information about business quickly. Meanwhile, junior staff can not receive the decision quickly. 2: Different culture in the different state. The CEO should combine the culture of state with service. The business become a large scale company, it need to establish the department in the company. Such as Information Technology, Management, Human Resource, Finance, Research and development, Marketing and Communication department. Each department was appointed different function. Meanwhile, the high coordination and communication between each department are required. There are several method can improve coordination and communication. Including information systems, direct contact, task forces, full time integrator and teams( Daft,1997, p95-96). Usually, the direct contact between managers in these departments(Daft,1997,p96). Such as, the managers from marketing and human resource. The direct contact between these two department enables the company to invite more talents. Information systems is the significant method between department. Because computerized information systems enable managers from each department exchange information or solve problem off from work(Daft, 1997,p95). Furthermore, the communication department responsible for coordination between department and information flow. It is called full time integrator. It refers to create a full time position or department in charge of coordination. Above this level, the company create CEO in each state. The director of department should report to CEO. The CEO control all of the location in the state. However, CEO should direct contact the President to report the situation of the business. The company has built up a good reputation in the domain. The questionnaire survey is good for finding out what customers concerned. For example, the employee let customer fill a form which is customers wish survey. Then the employee can sum up these wishes and report to higher level. Base on these surveys to improve or change the service. In addition, the company can do promotion increase customer satisfaction. 7:Culture refers to the values, norms, beliefs, environment and language. Culture provide the employee to make a sense of the organizational history, belief and values that are larger than themselves( Daft, 1997,p361) Some important fields of culture are rites and ceremonies, stories, symbols and language(Daft,1997, p363). As business expanding, leaders hard to establish strong cultural and ethical values with which all employees agree(Daft, 1997,p388). One important way is cluture based leadership. It refers to the leader and followers should built up a relationship which is based on shared, strongly internalized values that are advocated (Daft,1997,p381). Not only the employees understand the culture of company, but the leader know about the culture of state. The leaders should pay attention on interaction of people who has different culture background. Daft, R. L., (1997). Organization theory and design.