John Kotter Good Leadership Management Essay

John Kotter Good Leadership Management Essay Lead only if u can manage. Though leadership means superiority and power, but management is the basic necessity and pillar of a business organisation. For a leader to function efficiently managerial skills and abilities are essential. The words lead from leadership and manage from management itself specifies its functions and characteristic activities. Leadership and management are definitely two distinctive and complementary systems of action as told by John Kotter in 1991. Both leadership and management are not natural, they are acquired abilities and talents that can developed and modified according to the situation. Both leaders and managers are significant in an organisation to lead the management towards its vision and to manage the employees to accomplish the mission of the organisation. To briefly elaborate the topic assigned, this report will proceed along the following spectrum: what is management? , management concepts, who is a manager?, managers attributes and qualities, role of a manager, management theories, what is leadership?, who is a leader?, what attributes/traits makes a leader successful?, theories of leadership and difference between leadership and management. All of these topics will be explained briefly below with suitable quotes and examples. WHAT IS MANAGEMENT AND ITS CONCEPTS? Management is an existing process which is mainly result oriented, this process involves proper utilization of resources such as human, financial and material resources which are available to the organizations and to individual managers for the purpose of goal attainment (Michael Armstrong, 1990, p. 1). There are four basic management concepts namely, Planning- What, How and When the tasks must be performed. Organizing- Determining tasks, Groupings of work and Putting plans into actions Influencing- Motivating, Leading, Directing organization members mainly to increase productivity. Controlling- Gathering information, Making comparisons and Finding new ways of improving production through organizational modifications (Samuel and Trevis, 2012, p.27). WHO IS A MANAGER? A Manager is a person in an organization, who has a group of employees under his control and it is his responsibility to plan, organise, influence, monitor and control the work of his group or team in order to achieve the organizational goals. There are different types of managers based on their field of work. Such as financial, production, service, marketing, human resource managers. Different managers have different responsibilities and targets. According to F. John Reh,(2011) a senior business executive says a manager is a person who helps others and get more done by motivating them, providing directions, making sure they are working together toward a common goal, removing roadblocks and providing feedback. Peter F. Drucker,(2009) a successful American businessman says The productivity of work is not the responsibility of the worker but of the manager. MANAGERS ATTRIBUTES AND QUALITIES Conceptual ability- A manager is in need of this ability which also involves decision making skills during some complex situations including environmental situations. A managers conceptual ability should be used in relation to the objectives and strategic planning of the organisation. (Laurie J. Mullins, 2005, p.212). Social and human skills- It refers to interpersonal relationship between the manager and employees. The manager should effectively utilise the human resource of the organisation which involves team works and proper direction to his employees and more over the manager should also be versatile. (Laurie J. Mullins, 2005, p.212). Technical competence- It is the managers ability of utilization of specific knowledge, methods and techniques to organise the tasks and is mostly required at supervisory level, staff trainings and in day-to-day operations. (Laurie J. Mullins, 2005, p.211). ROLE OF A MANAGER See Possibilities Manager is the only people who knows the employees better than anyone else and try to bring the best out of them. (Scrid, 2012) Know the Structure   Manger should be up-to-date with the organisation structure and objectives, so that he can evaluate his expectation from the employees. (Scrid, 2012) Remember: Small Actions Count!   Little drops of water make the ocean, and little kindness act as bond between the manager and the employees and creates respect among each other. (Scrid, 2012) Be Creative In this complex and volatile business environment it is expected for the manager to be creative and be an inspirational tool for co-workers and other employees. (Scrid, 2012) Commit   As the level of commitment is contagious, a manager should not only be committed to his objectives but should also show commitment toward his employees. (Scrid, 2012) Be Human   Authority should not create a gap between a manager and his employees. The manager can be himself, but if he tries to be someone his employees can look up to. The manger will gain respect, loyality and a good connection. (Scrid, 2012) Stay Versatile   A manager should be flexible and versatile and be ready for sudden changes and others suggestions from his employees. (Scrid, 2012) Have fun while you work   A manager should know how to be professional at work and having fun in the process. (Scrid, 2012) Be a role model   The manager is considered as the leader for the employees working under him. The employees will mirror their managers work ethics. So the manager should be worthy of being a role model. (Scrid, 2012) MANAGEMENT THEORIES: Frederick Taylors Scientific Management Lillian Gilbreths motion study Max Webers bureaucratic theory Henri Fayols administrative theory Elton Mayos hawthorne effect Systems Approach Chaos theory Team Building theory WHAT IS LEADERSHIP? Ralph Stogdill (1950) points out that the definition of leadership has three components, they are: 1. Interpersonal relationship, 2. Social context and 3. Goal attainment. So leadership is the process of influencing one subordinate or an organised group in setting a goal and in attaining the targeted goal. (Buc and Huk, 2010, p.596) Peter F. Drucker,(2009) a successful American businessman says Effective leadership is not about making speeches or being liked; leadership is defined by results not attributes. WHO IS A LEADER? A leader is one who keeps people moving forward by motivating them and invest in them rather than getting something out of them.A leader is one who delegates the work to the right person who can do it better than the others.A leader not only identifies problems but also initiates a solution to the problem. According to Douglas MacArthur, (1930)   the son of the high-ranking military figure, Arthur MacArthur says A true leader has the confidence to stand alone, the courage to make tough decisions, and the compassion to listen to the needs of others. He does not set out to be a leader, but becomes one by the equality of his actions and the integrity of his intent. WHAT ATTRIBUTES/TRAITS MAKES A LEADER SUCCESSFUL? Emotional intelligence- It is the ability to identify, evaluate, and control the  emotions  of oneself, of others, and of groups. Daniel Goleman framed emotional intelligence and he identified six leadership styles which affect working atmosphere and financial performance. The aspect of emotional intelligence is the selection of these leadership styles to be successful. (Buc and Huk, 2010, p.614) Interpersonal communication skill- It is the   is the process by which people exchange information, feelings, and meaning through  verbal  and  non-verbal  messages: it is  face-to-face communication. Interpersonal communication is not just about what is actually said, it is also about the language used and but  how  it is said and the non-verbal messages sent through tone of voice,  facial  expressions, gestures and body language.(Skillsyouneed, 2012) Modification skills- a leader must be versatile and flexible in order to handle the situations and make some modification in his behaviour, objectives and plans in order to initiate a solution for the problems being faced by the organisation. Creativity- as the decision making process lies in the hands of the leader. It is expected from him to be creative and come up with some innovative decisions for the welfare and profitability of the organisation. Creativity make the leader a role model. Motivation- it is the process of keep people or employees moving forward by fulfilling their needs and ideas and focusing them toward the attainment of the organisational goal with energy and persistence (Buc and Huk, 2010, p.225) LEADERSHIP STYLES Leadership styles mainly deals with the different functions of leadership and the style of leadership towards members of the group or subordinate staffs. They are classified into three styles, namely: Authoritarian (or autocratic) style- it is where the power is with the leader and all the interaction with the group and employees move towards the manager. The leader alone exercises decision making, authority for determining policies, procedures for achieving goals, work tasks and relationships, control of rewards and punishments. Democratic style- it is where the power is mostly with the group and there is a good interaction with in the group. The leadership functions are shared with the group and the manager is also a part of the group. The group members can give their suggestion in decision making, determination of policy and in implementation of systems and procedures Laissez-faire (genuine) style it is were the members of the group and their workings are observed and the power is passed to the members to allow them the freedom of action and no to interfere, but be available if help needed. The members are left to face decisions. There is often confusion over this style of leadership behaviour THEORIES OF LEADERSHIP: Great Men Theory The Trait Theories of Leadership Style Theory Douglas McGregor: Theory X and Theory Y Contingency Theory Behavioural Theories Participative Theories Relationship Theories DIFFERENCE BETWEEN LEADERSHIP AND MANAGEMENT CONCLUSION

The Modern Women Essay -- Gender Roles, Blaxploitation

Common misrepresentations of women are said to be that they are weak and inferior to men in which American society continuously place women in these roles within domestic, political, economic, and social settings. The public rarely pays tribute to the feminine heroine because she is unrecognized and unseen in American culture. However, during the 1960s to 1970s, African-American female representation has changed the way we define femininity and the modern woman through the genre known as Blaxploitation. Blaxploitation was a genre created for the black and urban audiences which highlighted black unity and empowerment. With this, the â€Å"ideal† black woman has changed. Through the workings of Edward Guerrero, Eithne Quinn, and Yvonne Sims, I am going to explain the key origins and definitions of Blaxploitation in which Guerrero takes a socioeconomic standpoint and Quinn and Sims value a more social view. With Quinn’s and Sims’s point-of-views, I will argue that B laxploitation have altered the ideas of African-American female representation in which characters like Foxy Brown have assumed masculine traits, thus, making her a stronger female. Lastly, I will discuss what Guerrero is missing in relation to the black female representation compared the real world. According to Edward Guerrero, the origins of Blaxploitation occurred during the Civil Rights Movement as a film strategy for the deteriorating film industry. During 1960, profits from the box office decreased from $60 million to $15 million; however, in 1967, one-third of the black population added to the box office gross and Hollywood used this fact towards making a profit .The large African-American population within the movie industry was due to their desire to spectate black... ...tion and is only limited to his socioeconomic argument. Although authors like Guerrero, Quinn, and Sims have different observations of their origins and definitions of Blaxploitation, they can all agree the notion of how it was popular among African-American audiences. Guerrero argues that Blaxploitation was a mockery of Black Nationalism and was created for the sole-purpose of profit of Hollywood. Also, Quinn believes that Blaxploitation was created after the Civil Rights movement to highlight individualism and needs of the powerful black male in which these traits portrays the male as violent and sexual; and lastly, Sims adheres to the idea that female characters later embodied these traits to illustrate the important of women in film. Unlike Quinn and Sims, Guerrero does not see the important of the gender dynamics of the black heroine within Blaxploitation. The Modern Women Essay -- Gender Roles, Blaxploitation Common misrepresentations of women are said to be that they are weak and inferior to men in which American society continuously place women in these roles within domestic, political, economic, and social settings. The public rarely pays tribute to the feminine heroine because she is unrecognized and unseen in American culture. However, during the 1960s to 1970s, African-American female representation has changed the way we define femininity and the modern woman through the genre known as Blaxploitation. Blaxploitation was a genre created for the black and urban audiences which highlighted black unity and empowerment. With this, the â€Å"ideal† black woman has changed. Through the workings of Edward Guerrero, Eithne Quinn, and Yvonne Sims, I am going to explain the key origins and definitions of Blaxploitation in which Guerrero takes a socioeconomic standpoint and Quinn and Sims value a more social view. With Quinn’s and Sims’s point-of-views, I will argue that B laxploitation have altered the ideas of African-American female representation in which characters like Foxy Brown have assumed masculine traits, thus, making her a stronger female. Lastly, I will discuss what Guerrero is missing in relation to the black female representation compared the real world. According to Edward Guerrero, the origins of Blaxploitation occurred during the Civil Rights Movement as a film strategy for the deteriorating film industry. During 1960, profits from the box office decreased from $60 million to $15 million; however, in 1967, one-third of the black population added to the box office gross and Hollywood used this fact towards making a profit .The large African-American population within the movie industry was due to their desire to spectate black... ...tion and is only limited to his socioeconomic argument. Although authors like Guerrero, Quinn, and Sims have different observations of their origins and definitions of Blaxploitation, they can all agree the notion of how it was popular among African-American audiences. Guerrero argues that Blaxploitation was a mockery of Black Nationalism and was created for the sole-purpose of profit of Hollywood. Also, Quinn believes that Blaxploitation was created after the Civil Rights movement to highlight individualism and needs of the powerful black male in which these traits portrays the male as violent and sexual; and lastly, Sims adheres to the idea that female characters later embodied these traits to illustrate the important of women in film. Unlike Quinn and Sims, Guerrero does not see the important of the gender dynamics of the black heroine within Blaxploitation.

Indian Contract Act Essay

THE INDIAN CONTTRACT ACT, 1872 The Law of contract is that branch of Law, which determines the circumstances in which promises made by parties to contract shall be legally binding on them. Every one of us enters into a number of contracts from morning until night. Examples: 1) Buying Milk early in the morning. 2) Boarding BEST Bus 3) Borrowing Money from Friend 4) To see movie. 5) Purchasing goods from shops. This how we enter into contracts though we are not conscious of it .Therefore, it is most usual method of defining the give and take deal in a business transaction The law relating to the contract is contained in the INDIAN CONTRACT ACT, 1972. The principle of this law helps in settlement of disputes between the parties to the contract. The Indian Contract Act, 1872 deals only with promises which creates legal obligation. DEFINITION OF CONTRACT The word contract is derived from the â€Å"LATIN† term â€Å"CONTRACTUM† Meaning â€Å"DRAWN TOGETHER† This therefore denotes drawing together of two or more minds to form a common intention-giving rise to an agreement. Indian Definition A Contract is â€Å"an agreement† Enforceable by law {u/s 2(h)} By analysis of this definition we find that a contract consists of two elements 1) An Agreement 2) Enforceability by law Consent and free consent Consent: Generally speaking, the word consent means agreeing that something should happen. An agreement is valid only when it is the result of the free consent of all the parties to it. Consent means act of assenting to an offer. {S-13} defines consent as two or more person are said to consent when they agree upon the same thing in the same sense. Explanation: Consent therefore, requires unity of the mind. When parties agreed upon the same thing in the same sense, they have consensus ad idem. Consensus ad idem means agreement to this same thing. Real agreement to a contract by the both parties. If there no consent, there is no contract. Free consent Parties’ consenting upon the same thing in the same sense is not sufficient, consent means also be from {S-14} says Consent is said to be so caused when it would not have been given but for the existence of such coercion, undue, fraud or misrepresentation or mistake. {S-19} says a contract is void able at the option of the party whose consent was caused due to coercion, undue influence, fraud or misrepresentation or mistake. For example: A is forced to sign an agreement at the point of pistol. Here, A knows what he is signing but his consent is not free. In the following cases the consent of a person is NOT FREE. B. COERCION {S-15} When a person is compelled to enter into a contract by the use of force by the other party or under a threat, coercion is said to be employed. {S-15} Coercion is- a) The committing or threatening to commit any act forbidden by the Indian Penal Code, 1860 OR b) The unlawful detaining or threatening to detain any property to the prejudice of any person whatever, c) With the intention of causing any person to enter into an agreement. Explanation: It is immaterial whether the Indian Penal Code is or is not in force in the place where the coercion is employed. For example: A threatens to kills B, if he does not lend money C. B agrees to lend money to C. The agreement is entered into by coercion Case: Ranganayakamma vs. Alwar Setti: A Hindu widow was forced to adopt M under threat that her husband’s dead body will not be allowed to be removed by her husband’s relatives. The adoption was held to be voidable as having induced by coercion. It is important to note that coercion may proceed from anybody, even a person who is not a party to the contract. It may be  directed against anybody not necessarily the other contracting party. It includes physical compulsion, fear and even menace to the goods. [S-19]: When consent to an agreement is caused by coercion, fraud or misrepresentation the agreement is a contract voidable at the option of the party whose consent was so caused [S-72]: A person to whom has been paid or anything delivered under coercion or mistake must repay or return it. Case : T.G.M. Asad vs. Coffee Board Held – Coercion in [S-72] of this Act must be understood in the ‘ordinary sense’. It includes every kind of compulsion even if it does not measure upto definition in this section. UNDUE INFLUENCE [S-16] It is wrong pressure put on someone which prevents that person from acting independently .i.e. A party is compelled to enter into an agreement against his own will as a result of unfair persuasion by the other party. This happens when a special kind of relationship exists between the parties that a party is in a position to dominate the will of the other and because of such unfair influence, the other party is compelled to enter into an agreement against his will. This principle applies to very case where: a) The influence is acquired and abused. (b) Where confidence is respond and betrayed. {S-16(1)}: A contract is said to be induced by undue influence where the relation subsisting between the parties is such that one of the parties is in a position to dominate the will of the other and uses that position to obtain an unfair advantage over the other. A person deemed to be in a position to dominate the will of the other- (a) Where he holds real or apparent authority over the other For example: Master and servant. (b)Where he makes a contract with a person whose mental capacity is temporarily or permanently affected: Because of age, illness or mental or bodily distress S-16(2) For example: Doctor and Patient. Effect of undue influence: When the consent to the agreement is caused by undue influence, it is voidable at the option of the part whose consent so caused {S-19A}: Any such contract may be st aside. If the party has received benefit, then, upon such terms and condition as the court may seem just FRAUD (S-17) Misrepresentation of facts may be intentional or unintentional. ‘Intentional mispresentation is ‘fraud’, unintentional or ‘innocent’ representation is called a â€Å"mispresentation†. A statement of fact which one party makes in the course of negotiations with with a view to inducing the other party to enter into a contract is called a â€Å"representation†. According to (S-17) fraud MEANS and INCLUDES any of the following acts committed by a party to the contract or with his connivance, or by his agent with intent to deceive another or to induce a person to enter into the contract. (Connivance: see and ignore.) For example: { S-55} of Transfer of Property Act – the seller of an immovable property is bound to disclose to the buyer all material defects – failure to do so amounts to a fraud. Consequences of Fraud [S. 19]: A contract induced by a fraud is voidable at the option of the party defrauded. If the party does not avoid the contract, it will continue to be valid. The party defrauded has the following remedies: (a). he can rescind the contract within a reasonable time. However, if any innocent third party acquires an interest in the property for value then – he cannot rescind the contract. (Rescind – to cancel, to annul.) (b). he may ask for damages suffered because of non fulfillment of the contract.(Damages compensation). E. MISREPRESENTATION [S.18]: A representation is a statement or assertion made by 1 party to the other, before or at the time of the contract relating to it. If the assertion is untrue and the person making it believes it to be true, it is known as innocent representation. If it is done intentionally, it will be a fraud. For example: A while selling his mare to B, tells him that mare is perfectly sound. A genuinely believes the mare to be sound although he has no sufficient for the belief. Later on B discovers the mare to be unsound. The representation made by A misrepresentation. Definition of misrepresentation [S.18]: Misrepresentation MEANS & INCLUDES a) [S.18(1)] The positive assertion in a manner not warranted by the information of the person making it, of which is not true, though he believes it to be true. (b)S. 18(2)] Any breach of duty, which, without an intent to deceive, gains an advantage to the person committing, it, or anyone claiming under him, by misleading another to his prejudice or to the prejudice of anyone claiming under him. (c)Causing however innocently a party to an agreement to make a mistake as to the substance of the thing which is the subject matter of the agreement [S.18(3)]. Mistake of law: [S.21] A contract is not avoidable (valid) because it was caused by a mistake as to any law in force in India; But a mistake is to any law not in force in India has the same effect as a mistake of fact. (a). Mistake of law of the country (India): ] Where there is mistake of law of India, the contract is binding because everybody is supposed to the knowledge of his own law does not affect the contract. For Example: A and B make a contract on the erroneous belief that a particular debt is barred by the India aw of limitation. This is a VALID CONTRACT because mistake as to law of India does not affect the contract. The reason behind this is that a person is expected to know the law of his own country, and if he does not, he must suffer the consequences of such ignorance of law. (b). mistake of foreign law: (S.21} This is regarded as a question of fact and not of law. Because a person is not bound, in civil law, to know the law of a foreign country. Therefore if a person has entered into contract by making a mistake of law of a foreign country, the contract may e avoided. For example: A and B enter into contract in India based on an erroneous belief that a particular debt is barred by American law of limitation. The contract is void because the mistake is of the law of America i.e. a mistake of fact which makes a contract void {u/s-21}. Mistake of fact: Bilateral Mistake: {S.20} Definition: {S-20} When both parties to an agreement are under a mistake as to a matter of fact essential to the agreement, the agreement is void For this following condition must be fulfilled: 1) The mistake must be mutual: Both the parties should misunderstand each other. For example: A agreed to purchase B’s motor car which was lying in B’s garage. Unknown to both the parties, the car and garage were completely destroyed by a fire a day earlier. The agreement is void. (2). The mistake must relate to a matter of fact essential to the agreement: As to what facts are essential in an agreement will depend upon the nature of the promise in each case. The mistake, moreover, must relate to an existing fact. |||. Opinion: Explanation {S-20}: An erroneous opinion as to the value of at thing which forms the subject matter of an agreement is not be deemed a mistake as to a matter of fact. For example: A buys an article thinking it is worth rs.500,  actually it is worth rs.200. the agreement cannot be avoided on the ground of mistake. (1), physical impossibility: Case: Griffith vs. Brymer(1903) A contract for the hire of a room for witnessing the coronation procession of Edward VII was held to be void, because – unknown to the parties, the procession had already been cancelled. Unilateral mistake:{S-22} If the mistake is on the part of one person only, the contract is valid. When one of the parties to the contract is under a mistake as to the identity, quality or price of the subject matter of the contract. The mistake is unilateral mistake. {S-22} says a contract is not avoidable merely because it was caused by one of the parties to it being under a mistake as to a matter of fact Case: Smith vs. Hughes (1871): H bought oates from S, a sample of which had been shown to H. Erroneously H thought the oaters were old. The oates were however new. Held- H cannot avoid the contract For example: A buy an article thinking its worth rs 1000/- when it is worth ro 50/- A cannot avoid the contract REMDIES FOR MISTAKES [S-65 & 72] [S-65] says where an agreement is discovered to be void, OR where a  contract become void, any persons who has received any advantage under such an agreement OR contract is BOUND TO RESTORE it OR to make COMPENSATION for it to the person, from whom he has received it. FOR Example : A pays B rs. 1000? In consideration of B’s promising to marries to C. C is that at the time of promise. The agreement is void, but B must pay a rs.1000 Performance of contract: When contract need not to be performed a) substitute to new contract: if the parties to the contract agrees to substitute a new contract for it oar rescind alter it the original contract need not to be performed{S-62} b) Dispense the performance: If the promise dispenses with or remits holy or in part, the performance of promise made to him or Extends the time for such performance or accepts satisfaction for it, the contract need not be performed {S-63} (c) Voidable contract : When the void able contract is rescinded the other party need not perform his promise {S-64} Tender/offer of performance: The offer to perform is called the tender. Sometimes it so happens that a party who is bound to perform his promise under the contract is ready and wlling to perform but the other party to the contract does not accept the performance or is not willing to carry out his part of the promise. The rule is given in {S-38} Where a promisor has made an offer of performance to the promise, and the offer has not been accepted, the promise is not responsible for non performance, nor does he thereby lose his rights under a contract. Effect of refusal to perform: {S-39} When a party to a contract has refused to performed or disabled himself from performing the promise . The promise may put an end to the contract , unless he has shown his willingness to continue the contract by word or conduct.

Customer Service An Organization Essay - 958 Words

Customer service is the by-product of an organization’s desire to satisfy its clientele. It is the way by which goods or services are delivered from to the customer in each phase of a transaction. Those providing customer service represent the organization and its values. If there are procedural issues within the organization, it will be reflected in the way in which customer service is perceived. Customer service is integral to an organization’s success, considering even one negative interaction may be enough to lose a client. According to American Express (2011), seventy-eight percent of customers have turned away from a sale due to poor customer service (Service Can Make or Break Brands, para. 5) Poor Customer Service Practices Hiring employees who lack basic customer service skills is the origin of bad service. Solomon (2014) explains that unfortunately, not everyone is cut out to work directly with customers. These types of people are cold, unskilled, or apathetic (1 Worst Practice, para. 5). When training employees in customer service, it is important that it is not just a formality (2 Worst Practice, para. 7). Employees often need to be evaluated to ensure they are meeting customer service goals. It is important that customer service be considered from the viewpoint of the client. They should regularly put themselves in the place of the customer. By not viewing things from the customer’s perspective, they may be missing shortcomings in the customerShow MoreRelatedCustomer Service And An Organization1445 Words   |  6 Pagescontinuously fail in customer service satisfaction for many reasons. As service failures are inevitable, it is important for companies, especially small businesses, to capitalize on learning the importance of reducing service failure. Just as the seed is the core of the fruit, customer service is the core of an organization; its meaning is the primary function for organizations to retain business and discover new ventures. Customer service is the primary source of business-to-customer communication andRead MoreThe National Customer Service Organization1258 Words   |  6 PagesThe National Customer Service organization has enhanced its customer service tools over the past three years. The customer service tools have been consolidated from 10 separate platforms into 1 tool that is consistent company-wide. This consolidation lent itself to the National Customer Service Business Intelligence department having the ability to analyze agent performance from a â€Å"One Comcast† perspective. Specifically, the evolution of business intelligence and performance dashboard capabilitiesRead MoreMarketing And Customer Service : An Organization1114 Words   |  5 Pagesâ€Å"focusing on marketing and customer service†. Where in the employees had extensive training to change the way they performed their jobs by attending a â€Å"Customer First† seminar which is focused on managing people. They give the definition of transformation which gives a feature based on their cases that â€Å"Creating behavioural change is a difficult and long term process that requires management’s concerted and persistent effort†. So based on the reading I would say that organization transformation is theRead MoreMy Organization s Customer Service Model1208 Words   |  5 Pagesdoing well now, while lower performing hospitals are still performing low (Rau, 2015). In this post, I will discuss my organization’s customer service model, evaluate the effectiveness of customer satisfaction initiatives, describe the role of the manager and staff nurse in implementing customer service, describe how patient satisfaction is measured, and why customer satisfaction is tied to reimbursement. My hospital’s organizational mission is to build and cultivate a culture of excellence thatRead MoreMy Organization s Customer Service Model1230 Words   |  5 Pagesdoing well now, while low performing hospitals are still performing low (Rau, 2015). In this post, I will discuss my organization’s customer service model, evaluate the effectiveness of customer satisfaction initiatives, describe the role of the manager and staff nurse in implementing customer service, describe how patient satisfaction is measured, and why customer satisfaction is tied to reimbursement. My hospital’s organizational mission is to build and cultivate a culture of excellence thatRead MoreUnderstanding Your Organization s Customer Service Guidelines1645 Words   |  7 Pagesdocid=-588724269867897572hl=en (irate customers) ïÆ'Ëœhttp://video.google.com/videoplay?docid=-5677384960392844817hl=en (telephone messages ïÆ'Ëœhttp://www.ipaustralia.gov.au/about/charter_index.shtml ïÆ'Ëœhttp://www.customerservicemanager.com/at-your-service-the-ten-commandments-of-great-customer-service.htm ïÆ'Ëœhttp://www.matrixstandard.com ïÆ'Ëœhttp://all-free-info.com/customer-service TASK 1 – UNDERSTANDING YOUR ORGANISATION Research your workplace standards you should have your organization’s customer service guidelines in yourRead MoreCustomer Centric Organization Of Fast Vision Products And Services1658 Words   |  7 PagesLenscrafters have differentiated themselves as unique providers of fast vision products and services above their competitors. Specifically, the company s strengths are based on its timely ‘glasses in one-hour service, the broad range of brand selection and the great customer experience in their stores. Clients can, thus, be served within an hour through a lab consultation where a customer can choose eyeglasses that meet their most needs. The firm surpasses competitors through offering the latestRead MoreEvaluation Of A Customer Relation Assignment : Observation Of Three Different Healthcare Service Organizations1324 Words   |  6 PagesThis paper discusses the results from a customer relation assignment which was designed to create knowledge through observation of three different healthcare service organizations. This technique provided ample amounts of information on how different healthcare facilities handled costumer relations. The paper is written in a first person experience and covers the following information such as type of the organization and services provided at each of them. Then the paper will continue to explain theRead MoreEvaluation Of Customer Data Detailing Preferences For An Organization s Products And Services ( Oxofrd University Press )916 Words   |  4 Pagesresearch is the collection and evaluation of customer data detailing preferences for an organization’s products and services (Oxofrd University Press). The information gleamed from a market research study con prove very useful in a business’s decision making processes. It is essential for managers to carry our market research as it can determine an organization’s success. Market research allows managers to become familiar with an industry, its potential customers’ need, and the competitive environmentRead More Service quality of hospitality information system Essay1230 Words   |  5 Pages Service quality of hospitality information system has emerged as an important function under discussion for the hospitality industry in IRAN which has been identified as one of the efficient structures for the organizational performance within the competitive marketplace regarding hospitality information system (lewis 1993) .The service quality of hospitality information system provide equivalent services ,establishing high service quality ,supplement customer satisfaction, and enlarge