Organizational behaviour refers to the study of how people interact within an organization. It is important to indicate that this study is applied with the aim to make business organizations more efficient. In this case, the chosen company is situated in India and is known as Kirloskar India Limited. This company was founded in the early twenties and it deals with sales and services of industrial water pumps, diesel engines and diesel-electric generators (Birkinshaw 12). The company has expanded rapidly in the last years and boasts of a workforce of more than three thousand workers.
Kirloskar has come a long way to become one of the preferred choice companies for many clients. However, it is essential to acknowledge that the company has been facing customer service challenges. Whenever customers walk into the establishment, they are directed to different departments situated in different offices. In turn, it slows down the process of purchasing and actually wastes the precious time of the customer (Schermerhorn 27).
The customer also feels violated because he/she has to find different offices that are located within the same establishment (Guest et al. 24). In addition, the attitude of the customer service staff is poor since the employees are rude and do not cooperate with the customers that leads to more frustrations. A simple phone call through the intercom within the company would actually save the customer’s precious time used for running up and down different departments of the same organisation.
Instead of employees working as a team, they work as if they are dealing against each another and having a lot of internal politics. This form of corporate politics and internal wrangles is very detrimental to the performance of the company. It is not healthy for any business organization since you can find staff arguing in front of a customer thus tainting the name of the company. It is important to state that the company’s image is very important when it comes to clients.
When it comes to heads of departments, there is a tendency of acting bossy instead of interacting with the staff in order to find a proper solution. The managers and employees should be networked, proactive and collaborative individuals. In an effort to ensure that a customer feels satisfied I would introduce a computer system whereby data will be transferred from one department to the other. This system will help to save time and minimise movements and papers that cause the main difficulty for an organisation. When a customer walks in the reception area he/she is handled by one employee (Guest et al. 13). The employee will then handle the rest of the process.
It is also important to ensure sincerity to the customer. In the above company customers complain about late delivery of items they have purchased and in some occasions the customer receives the wrong items. In order to avert this kind of scenario, it is important to be clear with the customer when they he or she expects the ordered goods. In an effort to boost employees’ morale I would organise staff parties and retreats. This will enhance cohesion and also ensure that employees settle their disputes away from work establishment. It is also important for junior staffs to learn to make some decisions on their own (Goodman 8). When one makes decisions on behalf of the organization, one feels the sense of belonging. In most instances employees tend to feel as if they are only working for the organization.
When employees make decisions they will tend to feel that they are not only working for the organization but also for their own benefits. It is important for employees to feel job satisfaction (Uhl-Bien et al. 22). This will ensure that they feel motivated to work and, therefore, become entrepreneurs. In order to achieve this, I would come up with a package for rewarding employees. When an employee brings in an enquiry and works on it until it becomes an order, and eventually becomes a sale or service, a certain percentage is paid to him or her (Goodman 12).
It will motivate employees to go out of their way to for enquiries and, thus, turn them into entrepreneurs. Teamwork is also very important and should be advocated at all times. It is also important for employees to be creative. The ideas they have should be appreciated. Appreciating one’s positive ideas makes a person more proactive. It is also important for managers to gain proper leadership qualities.
This ensures that junior staff can look up to them in case of hardship, unlike when they only behave bossy which will only instil fear in junior staff. In conclusion, any organization has the ability to succeed (Birkinshaw 54). Success can only be achieved through hard work and teamwork. Teamwork is only achievable when employees respect each other and when they feel motivated, thus experiencing job satisfaction. In essence, the company should acknowledge that it has customer service issues and try to work on them in an effort to protect its image (Schermerhorn 12). This will improve performance, efficiency and profitability, thus allowing the company to grow.
Work Cited
Birkinshaw, Julian. Becoming A better Boss, New York: Cengage Publishers, 2013. Print.
Goodman, John. Strategic Customer Service. 2nd ed. 2009. Boston: Person Publishers. Print.
Guest, David, Paauwe, J and Wright, Patrick. HRM and Performance. 3rd ed. 2012. New York: John Wiley & Sons. Print.
Schermerhorn, John. Introduction to Management, New York: John Wiley & Sons, 2011. Print.
Mary Uhl-Bien, John R. Schermerhorn, Jr., Richard N. Osborn Organizational behaviour. 13th ed. 2013. New York: John Wiley & Sons. Print.