Monthly Assignment
I have learnt that service employees are very important because they exert their influence on service quality. They are frontline employees, and help in determination of productivity. Frontline work is, however, stressful as well difficult. Service employees are also called boundary spanners as they connect internal affairs of an organization with the external affairs. I have also learnt that role conflict may arise in an organization, and this is because of organization or client, person or role, and inter client conflicts. Further, emotional labor in an organization takes place when there is a gap between emotions required by management for their customers, and the manner in which frontline staff consider and feel internally. I also came to know that employee cycle of failure indicates dissatisfaction and boredom of employees, while customer cycle of failure indicates dissatisfaction of customers because of dissatisfaction of employees. Additionally, cycle of mediocrity is more prevalent in larger organizations that have rules and regulations for operations. The cycle of success is formed in organizations when firms consider financial performance on long term basis, and then invest in people. I have also learnt that in order to improve human resource management, it is necessary to motivate people with the help of pay, bonus, comfort at job, accomplishment of goals, and provision of recognition and feedback. However, it is necessary to hire right individuals and enable people by building high performance service delivery teams, and providing knowledge regarding product or service. In order to ensure service leadership and establish effective service culture, transformational or charismatic leadership should be considered because they help in changing goals, values, and aspirations of frontline managers, and align them with firms.
I have also learnt that things should be scheduled properly in order to ensure increase in productivity. For improving efficiency of operations in an organization administration assistant can be hired as he or she can assist in improving productivity. Furthermore, money should be allocated properly. People should be motivated for accomplishing task in an effectual manner. Learning should be ensured for progress. Managers should be vigilant, and should focus on innovation, research and development for ensuring growth of business. I came to realize that productivity lies in connectivity. Establishment of connections helps in ensuring productivity. A person should do what he wants to do because in this way efficiency and accuracy is guaranteed.
