Without standards organisation can be totally mess up and can never perform at their best to achieve the desired goal. We can say that these are the base for a successful organisation. Standards are very important which helps us to keep going on the work throughout the organisation to attain the goal and helps us to stay on the right path.
Internal client Support
What is significance of co-operation between departments in your organisation?
Internal and external both departments are connected to each other and work together. So to make balance within the whole organisation internal client support is necessary. Its help to provide instructions as well guidelines to other departments. So we can its make a chain with other department's as well external colleagues.
How does departments co-operate with each other in crises time?
In crises time all the departments held meetings and share the problem as well they share or discuss the ideas. They focus on company goals and strategies and if they are unable to achieve the desire task by following current strategies they try to change it according to condition. They motivate and encourage to each other.
Employee-behaviour
What is importance of staff behaviour and how this works in organization?
Staff behaviour is one of the major factors that effects how an organization works and how staff inside organization behave and co-operate with each. It is very important at work place because it greatly affects productivity, morale, time and quality company wants to achieve desired goal. Better the employee behaviour better it is for company or organization.
Ethics
What is significance of ethically behaviour in your organisation?
The staff members follow the vision, mission and co-operate with each other. It makes the organisation ethically balanced. Standards and rules also help to run organisation systematically.
Organisational culture
What is the importance of organisation cultures in your work place?
Our organization has multicultural people which enhance the chances of understanding other cultures and it also increase the skills of managing the group of people. It creates friendly context within the organisation.
Secondary Research
Organisational culture
Standards
Internal client support
Ethics
Employee-behaviour
Organisational Culture
What is organisational culture?
Organisational culture is the values and the behaviours of an organisation, that adds up to the unique social and mental environment of a business. It includes the organizations expectations, experiences, beliefs, and the principles.
Organisational Culture consists of written and unwritten regulations that the organization builds up over the time and ones that have worked well enough, to be considered as valid. Organizational culture is created by all of the life experiences, strengths, weak points, background, education etc. You can say that Organizational Culture is the atmosphere of the working situation in an organization.
Effects of Organisational Culture on Employees Performance
Organizational culture offers a framework with respect to the behaviour of the workers in their place of work. Depending on the form of culture that is shaped in an organisation, it can have either a positive or negative outcome on the employees. For example, if the managers motivate, reward, and don't put too much pressure on employees, then the employees will feel happy and they will also work harder as there will be competition in the atmosphere.
The negative effects that organisational culture can have on the employee's performance are; firstly, Adaptation: Organisational culture can make it difficult for employees to work from one establishment to other ones. This reality can affect workers even after leaving an organisation. The employees might attempt to compel the old organisational culture into the new workplace and as a result show himself as an outsider who reluctant to adapt. Another effect of organisational culture is Group think: The organisational culture may turn out to be so dominant that workers and managers may reject great ideas that seem counter to the organisation's culture.
In conclusion if the employees are working in an environment with good organisational culture then they are sure to perform well, and as it is obvious that, the better the employees perform the more successful the organisation will be.
How can we measure the effectiveness of organisational culture in an organisation?
The organisation cultures play a great role in any organisation success. A good organisation culture defined the organizations standards as well communication and behaviours of staff it state that organisation is working ethically. So we easily got idea about organisation from employee's behaviours how they behave or work with each others as well if the organisation achieve their task by following the company standards its running ethically.
How it's relevant to our case study?
It is relevant to our case study because there is no standard in organisation due to no standards there is no internal client support and the staff members don't know their job descriptions and roles only female staff know their roles. So these things make conflict within the organisation as well staff members. So to run organisation systematically the staff cooperation with each other is necessary it is only happen if the organisation members follow the organisation culture. Because culture covers all the things employees behaviour, company standards, internal client support etc. So organisation members must need to follow the organisation culture.
Standards
What are Standards?
Standards are documented agreements containing technical specifications or other precise criteria to be used as rules, guidelines, or definitions, in order to make sure that materials, products, processes and services are fit for purpose. (Lane, 2007)
Purpose of Standards within organisation
Standards are:
developed based on guiding principles of openness, balance, consensus, and due process;
established in order to meet safety, regulatory, societal technical and market needs;
Catalysts for technological innovation and market competition.
How Standards are developed?
For developing the standards for an organisation and department need to appoint the committee of experts related to that specific field. This is the first point of the standard development process. Here are the steps of standards development process (Gibbs, 2007)
Standards development process
Balanced Committee Formed
Draft Standards Developed
Draft Circulated for Comments
Comments Reviewed by Committee
Standards updated
Final Draft Circulated
The content of Standards is developed by expert committees. And committees are made up of persons appointed by organizations that have an interest in the subject covered by the Standard.
After the formation of committee standards are developed by the members of committee. These drafted standards are made available to the staff members to get the comments on these standards so that necessary or required changes can be made. When these comments submitted by staff members then these are reviewed by the committee and if necessary the Standard is modified. After this whole process the final step is to finalise the draft and circulated among the staff members.
How to implement standards?
According John Smith, we need some specific steps to implement standards (Smith, 2003) and these are:
Make an arrangement for a meeting with department heads and managers and inform them of the standards.
Explain them about standards which are developed. Describe how the standards will improve the business and how it will affect the employees.
Arrange training sessions for employees if the standards are complicated. It will be worth to make sure that everyone fully understands the standards.
Tell employees how to follow the standards. Let them know that you or other managers will be monitoring their ability to implement the standards.
Ask for feedback to ensure the standards are effective or need to be making some changes.
After updating to make accessible provide a hard copy to employees.
How is it relevant to Victor A?
It is very relevant to this organisation because there are no written standards or protocols which are the most basic part to run an organisation. Without standards the whole organisation will be totally out of track.
Internal client support
What is internal client support within the organisation?
An internal client support provider can be anyone in the organization. According to Donna Earl, an internal customer can be a co-worker, another department, or a distributor who depends upon each other's to provide products or services. In other words we can say Internal customer service could be supplying information, technical support, training or any other action that ultimately results in serving external customers a good internal client support focus on developing effective internal customer service which helps to organizations cut costs, increase productivity, improve interdepartmental communication and cooperation, boost employee morale, align goals, harmonize processes and procedures, replace interdepartmental competition with interdepartmental cooperation and deliver better service to the external customer. Excellent service to the external customer is dependent upon healthy internal customer service practices.
What are the qualities required for internal client service provider?
For a good internal client service the service provider must have these qualities:-
A good internal service provider must have excellent knowledge about standard of written and spoken English
A good internal service provider must have a friendly and welcoming manner
A good internal service provider must have a driven, committed & flexible approach
A good internal service provider must have the ability to work on own initiative as well as be a team player
A good internal service provider must have the ability to work well to deadlines and under pressure.
What the things internal client support provider must know about?
A good internal client support provider must know about customers' expectations, and be a part of their expectation setting.
A good internal client support provider must know about how to help customers to utilize the services better, explain how they can be 'good customers.
A good internal client support provider must know about always keep customers informed on project progress.
A good internal client support provider must know about organisation vision.
How to Improve Internal customer relations within organization
According to Nicole Long, to improve internal customer relation they must need to:-
To create an environment which provides friendly teamwork support of company goals, as well share knowledge between departments within an organization it supports to help other departments meet and exceed their objectives.
To share valuable and accurate and timely information upon request. Request details concerning the type of information valuable to each department, supplier and business partner and information ways to provide that information.
Held regular meetings to exchange new ideas and discuss changes in information. Discuss any current situations requiring attention and seek to improve support.
To better understand the needs of internal customers for better services ask them questions relating to how their departments work. Observe internal customer needs and provide relevant data above and beyond the scope of requested information.
How it's relevant with our case study
Its relevant to our case study because according to case study due to lack of standards there is no internal client support the staff members don't know how to deal with other departments as well clients but only female staff have some guidelines regarding their task and responsibilities. Due to in proper internal client support there is no communication between internal departments with external departments. So to make good balance within the whole organisation a good internal client support is necessary..
Ethics
Code of ethics
Ethical codes are adopted by organizations to assist members in understanding the difference between 'right' and 'wrong' and in applying that understanding to their decisions. An ethical code generally implies documents at three levels: codes of business ethics, codes of conduct for employees, and codes of professional practice.
Organisation Counseling by ethics
Counseling involves the formation of professional relationships based on ethical values and principles. Counselors seek to assist clients to increase their understanding of themselves and their relationships with others, to develop more resourceful ways of living, and to bring about change in their lives. Counseling includes relationships formed with individuals, couples, families, groups, communities and organizations.
Principles of ethics
Avoid doing harm in all their professional work.
Actively support the principles embodied in the Treaty of Waitangi.
Respect the confidences with which they are entrusted.
Promote the safety and well-being of individuals, families, communities, whanau, hapu and iwi.
Seek to increase the range of choices and opportunities for clients.
Be honest and trustworthy in all their professional relationships.
Practice within the scope of their competence.
Treat colleagues and other professionals with respect.
Employee Behavior
At workplace many things are important such as Employee Behavior. Employee behavior is his/her response or attitude towards his/her co-worker and workplace .The behavior can be good or bad depends on persons rank and what he thinks of company .Many things determine a person's behavior at workplace .One of the major things that determine employees behavior is company's culture and persons own culture because these things determine how a person interact with other persons at workplace or how people inside workplace communicates with each other .This also effects how junior staff behaves with senior staff and vice-versa .Employees ethics and responsibility are greatly influenced by one's self belief or self-thinking. Employees behavior helps greatly in building better or worst workplace.
Managements effect on employees
Work environment effect greatly on employees behavior for example work places which don't treat their employees properly or with respect are often seem to face more challenges or obstacles in productivity, staff and management etc. also that these company's take more time to reach desired goals .Where company's where staff or employees are treated with full respect and honor are much more faster and achieve their goals. Mangers should constantly communicate with staff about performance and standards and they should always keep a constant feedback or communication channel open. By doing this mangers can keep good environment at work place and they can build more or better productivity, build better employee trust etc.
Employee Behavior standards
Most of the time employees are given business standards booklets at starting of their job but its supervisor or mangers responsibility to ensure that employees are aware of these rules and make sure they follow them also that a mangers or supervisors behavior also has some effect on employees. Better employee behavior creates better working place, high morale and respect among each other.
Employees are provided with code of conduct at starting of job which includes certain rules and standards about employee behavior at workplace. Employees are required to read these booklets and are required to agree with them by signing them and whom so ever violates these could face consequences as a standard procedure .These consequences include warning for first mistakes which gives employee chance to improve their behavior and continue employment. Suspension for temporary time or dismissal permanently lately it depends upon to what level one has broken them.
