In the organization, the role of leadership is very significant in its formation. The company has many operations and may strategies that need to be implemented. From the top level management to the lowest ranked departments, leadership has been crucial. For an interview with the contact center management every department has the duty of ensuring they have set aside goals. These laws have must be achieved at the end of each financial year. For this to be achieved effectively, leadership should e at its top form. Leadership in this organization is well stipulated in all fronts. This is important since the depths of the strategies in the company are very significant in the existence of the company. The top management may not be in a position to foresee all management duties across the whole organization. The leadership formation starts from the board members who create the leadership stipulations in the company. The top level management then has the duty of implementing the leadership requirements. From the command of the top level management, there is the creation of departmental and project leadership posts. At each front every leader is stipulate with duties that promote the activities in their particular line of duty. The advantages of this arrangement are that there is a constant communication in all leadership levels. According to Budd this well stipulated management formation enables the top management to have the most leadership expertise around the organization (123). This formation also helps employees have a good interaction with its leaders through their agents. This enables well formulated activities in all departments. As much there is effective division of leadership in the organization, the top administration holds the responsibility of making the final decisions. However, this depends in the weight of the issue being sort for advice. One disadvantage of this leadership arrangement is that there may be contradicting decisions made across the organization. Without much consultation in the organization, many final decisions may arrive from different heads of department. However, with a proper arrangement, this could be easily avoided.
The motivation approaches of employee motivation in this organization commence in the formation of a good human resource culture in the organization. The most used and significant motivational approach in the organization is the provision of monetary incentives and salary increment. According to Jennings this tangible approach goes a long way in ensuring that the employee’s faith and commitment in an organization is maintained and boosted (23). The company bases it incentive issuance on credit and merit. This creates a healthy competition culture that enables employees to acquire top level skills and expertise. In words by Jackson, Schuler & Werner incentives provided after achieving merit are enough to have a well motivated human resource force (56). Additionally, nonmonetary encouragement and incentives such as name recognition and internal programs that allow employees to reward and thank each other for a good job. This latter incentive is also implemented in this organization. This type of motivation tactic is based on the employee loyalty and will to work effectively. Many employees feel more honored with other incentives such as certificates and promotion than monetary incentives. In words by Budd these incentives make it act as evidence of quality and expertise (112). Promotion on the other hands, are more effective than any other forms of incentives. This company also considers this form of incentive.
The organization also values the need of team work and empowerment. The organization values the impact the team work strategy has impacted in their output. In this human resource arrangement every employee is equipped with the basics of operating in any job description. Every employee is empowered with the basics of taking up all round menial jobs. In the interview with a top manger, he highlighted the fact that a receptionist had no power to settle anything with the customers. In the new arrangement they have the ability and power to listen and help and make decisions that help customers’ problems. From this arrangement it would be an easily assumption that the general output effort of all employees would be reduced significantly. Additionally, service provision to customer would be more efficient. However, this new employee formation does not disrupt the normal arrangement of the human resources. Every employee in the organization is clearly informed on their particular duties. An employee should not go out of the operational code of conduct with an excuse of team work (Budd, 56). Important and very significant tasks should be carried out by the employees stipulated to partake the duty. This ensures both team work and proper division of labor. In words by Jennings a team work arrangement in an organization gives exposure to other employees in other fields (78). For instance, if a receptionist is exposed to more customer care decision making, then they would gain experience in the field. This is significant since the individual may be assigned to this post in time reducing the number of human resources in the organization.
Works cited
Jennings, Mike. (2008). Business Ethics: Case Studies and Selected Readings. New York: Cengage Learning. 2008. Print
, Susan., , Ryan. & , Seed. Managing Human Resources. New York: Cengage Learning. 2011. Print
Budd, Warner. Employment with a Human Face: Balancing Efficiency, Equity, and Voice. New York: Cornell University Press. 2004. Print
