Organizational Behaviour Case Study Essay

Cases mechanization in the hold in shop and The Night hooter Answering Service lot 1) The field of organisational Behavior is one that is very measurable when it comes to managing community and to present them get operationively. This begins with cooking. In order to understand these cases it is important to look at both(prenominal) the structure and environment of the phoner. In the case of the Automation in the Book retention, the company is a ordinary sized bookstore. Because this company is a bookstore with very few employees in that location is non a high get of formalization, less specialization and less authority. Therefore, it has an organic structure. Employees dont rent a lot procedures and rules that they must abide by while doing their jobs. In fact the initial company policy required employees to stay with the guest they were serving from the date they walked into the store until the sale was made. Also, thither was not a gigantic plentitude of s tandardization in that thither was not a set procedure on how employees did their work, rather it was a freer organic law because on that point were very few employees and this resulted in greater flexibility.Look muchstarbuck difficulty essayThese facts all varyd once the vernal computer frame was implemented. This ashes presented employees with some degree of formalization and standardization in their jobs because now there were precise rules and procedures on how to deal with customers. This acknowledges entering an ID number every time a sale was made and closing the store with the arrangement. Also, because this bookstore was not use to high levels of formalization in the past, the implementation of the training course of instruction was touched. There were no instructions on how to close at the ratiocination of the day in training. The manager had to come in and bone up a hand-written set of instructions near this routine. This is a support of bad object and i mplementation. Also, because the company is more than centralized than decentralized, the management must follow oral sex word offices requests. This is the exact same thing with employees who must find out to the manager even though the employees were apprehensive, particularly the older staff, about unfermented system. Again, the determination of the training program, which was quoted as pretty skimpy and patronizing, was an diametrical sign of poor design.However, because the structure of the company was somewhat centralized they had to the training match to the way head office and management cherished. The structure of The Night honker Answering Services was that it was between mechanistic and organic. This conjure snapper was more mechanistic because it was more centralized and more specialization where each somebody had a specific role. Bob was trusty for technology, gross sales and marketing. Mary was responsible for training. This type of structure affected the training because of specialization. Nobody else was responsible for training, so when Mary passed away, everyone else specialized in a different area which remaining training to be an open mess. Only Mary knew the system the scoop because she specialized in this. This left the company scrambling to recover and in curve designed a training program that proved to be unable and poorly implemented. There was only one lady responsible for training. In the case of Automation in the Book parentage and The Night snoot Answering Service it is important to look at the organizations environment.In these both cases, the organizations both faced environmental hesitancy. Every organization has the potential for environmental uncertainty. This uncertainty occasiond a poor design for training. This was one of the major similarities in both of these cases. This is when management or people of the organization cant really predict what is going to happen. The cases with Automation in the Boo k Store and The Night Owl Answering Services had faced environmental uncertainty that prove to be frustrating and challenging. However, because both of these companies had static environments, that is a company that remain fairly stable over time and had the least beat of uncertainty, they were sensitive to change. In The Night Owl Answering Service the head of training, Mary, passed away. This was an unpredictable event. It was clearly evident that there was no back up to Mary. Because this company was so used to certainty, it caught them off guard, particularly Bob. In the medium size bookstore the company had followed the same procedures to ring up sales until it introduced its new system.It took one month for the company to adapt. Again, both companies handy employees in such a way that proved to be in strengthive. This means these 2 organizations susceptibility to adapt to environmental change was poor. Its likewise important to cover orthogonal environmental factor out s or outside factors that present a direct effect on the company, which in loose affected training. The reply table services company had a good reputation for customer service precisely when the senior operators started leaving they hired new people and trained very right away to get people on the phone and sorb calls. Therefore, the external factor here would be the customer. In The Night Owl Answering Services the customer was always the number one precedence because they had a prestige reputation on customer service they wanted to continue providing services in a timely manner. This directly affected the training design and implementation because trainers wanted the trainees on the phone as soon as possible to serve the customers of the company because they were short staffed. As a result of this, the trainers wanted to get trainees on the phone quickly which resulted in an implementation and design that proved to be ineffective.Trainees were expected to goldbrick throu gh trial and error style of training. Senior operators were squeeze to take calls and train at the same time. This resulted in slower operators and higher errors and more complaints to the call center, which lead to clients (external factor) leaving the call center and find stemma elsewhere. This company was so focused on getting trainees on the phone, they neglected the fact they lacked the basic phone etiquette and computer skills. Senior Management was unendingly on the phone, with out breaks. In The Automation in the Book Store the external environment component that should be discussed is technology. Like every other company, it must keep up with technology and accept current caper practices. They were entering an era where technology was becoming widespread and they needed a system to calculate the GST. This is a reason why the bookstore determined to take on the new computer system. The organizations employees were reluctant to suffer it but didnt have a choice and had to keep up with external technological factors.The company was highly sensitive to this environmental change, which was external, but when the system was implemented, it became an internal factor. There was imperious turbulence in this organization. There ability to adapt to systematic change, the new computer system would be considered systematic turbulence. Systematic turbulence looks at how a company deals with a change in the environment change. This is evident is the case with Automation in the Bookstore. . Part 2) Motivational effects are very important aspects of an organization. People have to be actuate to join and remain in organizations. They also have to carry out their basic work reliability in ground of productivity, quality, and services, requirements and should always interact to accomplish their goal. These are some examples that if were missing in an organization, employees and members of the company began to lose interest and be less motivated. This was the ca se with these ii organizations. One of the major similarities was that both companies faced poor training design and implementation. In Automation in the Bookstore the training was boring and ineffective, which had penuryal effects. Lisa was an employee who worked in a medium sized bookstore and was completely dissatisfied with the design of the training. Unfortunately, the training was a mandatory requirement to understand the new system.The first two days started off by having to watch two half an hour videos which Lisa found to be boring and insulting. On the thirdly day of training it went d deliverhill. The computer system was not on training mode the way it was suppose to be. Also, there were no instructions on how close at the end of the day. The manager had to come in and prepare handwritten set of instructions. This caused a lot of jobs and created frustration for all members of the organization including management and head office, who wanted to assign blame to someon e. The operation of the system was not going according to plan and this got the trainees upset and confused about the policies of the system. Some parts of the training were vague and the continuous frustration had oppose penuryal effects. Similarly, The Night Owl Answering Services faced great training problems when Mary died, that evidently created negative motivational problems. Bob was forced to take over training without much knowledge of how to do so, which was also a big problem. Senior operators were forced to work extra gravely with no breaks, while at the same time train a new soulfulness.New operators were poorly trained and did not know how to maintain calls. All these factors started showing in the office environment. These factors inevitably caused negative motivational effects. For example, intrinsic motivations were clearly not met in this organization. Intrinsic is defined as the direct relationship between the worker and the task. In the call center the task w as frustrating and created anxiety. If these factors werent here there would be more interested in the position. However, because the training was so poorly done, the intrinsic motivation factor was not being met and created less motivation. It is also important to discuss the Maslows Need Theory and how it applies to these two cases. The needs opening states ask BEHAVIOR INCENTIVE AND GOALS. some(prenominal) of these organizations both fit the physiological needs, which include the basic human needs. In safety needs it includes freedom from anxiety, and a structured ordered environment. The safety needs were not being met. Both organizations faced stress and anxiety, particularly the call center, which effected motivation.Results of poor motivation create poor quality of work. The training was poor and it would reflect on the quality of work being performed because they are no longer motivated to work with all the stress factors. Hertrzberg theory should be looked at as well. Th e first factor is the hygene factor. This includes relationship with fellow employees, security and other miscellaneous factors. In order for employees to not feel less motivated or dissatisfied is if all these factors are in place. If all these factors are in place you will not feel unsatisfied but that doesnt necessarily mean that you will be satisfied. It just means not being unsatisfied. Both companies didnt even get past the hygene factor of just not being unsatisfied. The second factor of Hertzbergs theory talks about is motivation. This is a sense of achievement and recognition, which would play different in each company. This doesnt have a great effect on the bookstore because their situation was short term in compared to the call center. If the company cant even properly trained there is no chance of being recognized or feel a sense of achievement.The cases state that the trainees felt like they were being under ack-ack gun by the senior staff. That would have a negative affect and create decrease motivation. There is no room for job enrichment that in turn means no enhancement in intrinsic motivation. Overall the similarities with consider to the training and the two companies were that of implementation and design. The training program was poor cod to various reasons as stated in the report. One of the major contraventions to tick was that the call center issue was a more complex problem and more of a long-term problem. The bookstore training was more of short-run problem. The problem only lasted about a month. Also another difference to note is that the bookstore had a smaller number of employees, so despotic the problem was a bit easier.In the call center there were various problems that were even more difficult to control because they had to meet client needs. In these two organizations there was lack of attractorship. Particularly transformational leadership. This is when a leader makes his/her representative look beyond the task, or in this case the training, by observing the bigger picture or goal. Not doing this would negatively effect motivation because the individual will then began to purse his or her own self-interest. In the case of the The Night Owl Answering Service, when Mary passed away, nonexistence was able to step up and show leadership. Because this particularity affected training, the person responsible for training should have demonstrated leadership ethics to make them feel more positively motivated. Nobody had the leadership to motivate people to put forth their best efforts. There were no directive and substantiative people in these organizations. The coaching was ineffective and the trainees had no proper direction. Automation in the bookstore did not face a great deal of leadership problems because again, it only employed about 6-8 people.