The Relationship Between Customer Satisfaction And Organisational Profitability Finance Essay

The Relationship Between Customer Satisfaction And Organisational Profitability Finance EssayIt is well cognize fact that the goal of any organisation is to meet the needs and the requirements of its stakeholders. Satisfying this need will not only ensure the survival of the organisation b atomic number 18ly also allow it to flourish. Among the several stakeholders, nodes are presumed to be one of the most important stakeholders as no organisation stop survive and succeed without them. correspondly, marketers mark on research in the area of consumer behaviour and particularly behavioural intention. Know takege of consumer behaviour will go a long way in ensuring effective marketing policies towards the interest of customers which will eventually facilitates positive customer attitude towards the organisations. More especially, since customer behavioural intention is a strong feature of his actual behaviour.2. As a result of fiscal firmament liberalization in Sri Lanka in the 1979, the banking sector experienced a boom. Low entry requirements such as capital of Rs 10 million by the regulatory authority and the high premiums that could be earned through foreign exchange business led to the quick entry by modern players into the lucrative banking labor. In Sri Lanka surrounded by the period of 1979 to 2011 the routine of commercialized banks rose from 11 to 32 (Central pious platitude of Sri Lanka- CBSL)63. The banking application is highly emulous, with banks not only competing among each other still also with non-banks and other financial institutions (Hull, 2002)7.Most bank product developments are easy to double over and when banks provide nearly identical aids, they enkindle only distinguish themselves on the basis of price and quality.Therefore, customer retention is potentially an effective tool that banks can use to gain a strategic advantage and survive in todays ever-increasing banking competitive environment. The majority of Sri Lan kan commercial banks are owns by Sri Lanka relying companies and the States and they are not much diversified in terms of the products and assistances they offer. Therefore almost all banks are offered almost identical products to their customers. Mendzela, was of the view that it is an indication of bank reaching the maturity phase of the product lifecycle and has become commoditized. One strategic focus that banks can implement to remain competitive would be to retain as many customers as possible8.4. As discussed earlier, financial sector has shown extraordinary growth after deregulation in Sri Lanka. The Sri Lankan financial markets check experienced drastic changes after financial liberalization during 1979 and that provokes disputation among financial institutions especially in banking sector. This competition leads to the introduction of customer oriented products in the market to meet the expectations of customers. Satisfaction is a four-dimensional construct which h as been conceptualized as a prerequisite for building relationships and is generally described as the full meeting of ones expectations (Oliver, 1980).5. The most significant trend, relevant to all industries, which characterizes in 21st pennyury, is severe competition between companies. In current operational environment, defined by constant change and uncertainty, organisations are forced to seek new ways to achieve the competitive advantage. This is particularly true for financial services industry where deregulation has brought a considerable choice for customers in satisfying their needs. Banks have high financial leverage capital structure, where customers bank deposits are considered as a bank debt. Therefore, customer turnover may result not dependable in diminishing profit margin but also in financial services provider existence. Apart from that, loyalty and ecstasy resulting in faulting to another financial services provider may be used as a competitive advantage for ac quisition new market bundle enticing consumers of the competitor.6. Customer satisfaction has become interesting tool for commercial banks with the competition and it has become a practice to keep customer satisfied by banks, as satisfied customers will enhance customer loyalty towards their banks which will ultimately improve banks performance and profitability. The importance of customer satisfaction cannot be brush off because happy customers are like free advertising. Many of us have heard of the current trend for businesses to become highly customer-centric, that is to put the customer at the centre of our business in terms of our strategies, actions and processes. For most of us, old truths still hold well, such as it is easier and more profitable to sell to existing customers than to maintain new ones. In practice, organizations are increasingly setting themselves strategies to measure and ensure customer retention, and charging their staff to be more customer-focused and service-oriented.BACK GROUND OF THE STUDY7. According to Central Bank of Sri Lanka the overall performance of Licensed moneymaking(prenominal) Banks (LCBs) remained healthy repayable to improved profitability and the strengthening of their capital position. The activities of LCBs expanded at a moderate pace in the first half of 2010. Total assets of the LCBs expanded by Rs. 139 billion or 5.5 per cent due to a growth in lending activities coupled with an increase in investment in government securities and the equities market. Meanwhile, deposits increased by four per cent or Rs. 74 billion as against 9 per cent in the previous year due to the lower interest rates that prevailed in the market during the period9.8. As mentioned earlier, banking sector has shown unprecedented growth after deregulation in Sri Lanka. Sri Lankan financial markets experienced drastic changes after liberalization during early 1979 that provokes tough competition among financial institutions especially in banking sector. This competition leads to the introduction of customer orientedd products in the market to meet the expectations of customers.9. According to the Fitch Ratings (2012)10, Sri Lankan banking sector is concentrated and dominated by national-sector banks that accounted for about half of sector assets at end of 2010. The six large banks identified as Systemically Important Banks (SIB)11accounted for 64 per cent of sector assets at end of 2010. They are Bank of Ceylon,Commercial Bank, Hatton content Bank, Peoples Bank, Sampath Bank and Seylan Bank. Fitch ratings has further pointed out that the Sri Lankan banking system experienced a strong upturn in profitability in 2010, with ROA increasing to 1.8 per cent, significantly above the 1.1 per cent average in 2000-2009, largely due to a reduction in credit costs. However, profitability decreased in 2011, with the sector posting an ROA of 1.6 per cent, largely due to the contraction in net interest margins (NIMs) with intens ifying competition.10. Almazari(2011)12was of the view that financial performance of a bank is its return on investment, return on assets, measure out additions and net assets value of a bank quantifys how the bank has used it assets to generate revenue. Further Almazari has pointed out that total assets of a bank also help to evaluate how well a bank is using its resources to make a profit. Total assets of commercial banks in Sri Lanka for the periods 2007-2011 is intrustn below. The modern business world has expanded and competition has been created among businesses based on the profit. Financial services and assistance provided by the banking sector in Sri Lanka is at the top. These banks provide facilities not only for ordinary people but also for businessmen. Customer satisfaction plays a vital role in any successful business organization in todays business strategy.To go frontwards through this business banks have to compete with each other to achieve their goals, while fu lfilling the basic requirements to satisfy their customers. At the very beginning, the main purpose of establishing banks were to give benefit for selected rich people, but at present, all levels of people are benefited and obtained the services from banks which have being expanded all over the country.The current banking industry in all over the world is going through turbulent times. In Sri Lanka with the lowering of entry barriers and blurring product lines of banks and non-banks since the financial sector reforms, banks are carrying out increasingly under competitive pressures. This situation has created banks to maintain loyal customer base for individual banks. In order to maintain a loyal customer base and improve their market and profit positions, almost all the banks are directing their strategies towards increasing customer satisfaction and loyalty through improved service quality. In the present competitive Sri Lankan banking context, characterized by rapid change and in creasingly sophisticated customers, it has become very important that banks in Sri Lanka as well to specify the service quality factors which are pertinent to the customers selection process. Therefore the current problem for the banking industry in Sri Lanka is to determine the dimensionality of customer perception of service quality. This is because if service quality dimensions can be identified, bank should be able to improve the delivery of customer perception of quality during the service process and have great control over the overall outcome. In relation to customer loyalty all banks in Sri Lanka has adopted various programmes to keep customers satisfied but correspond to discussion carried out earlier, public domestic banks are performing better than the government have banks in the country.12. Basically, Banks Profitability is measured with two major ratios that of render on Average Assets and Return on Average Equity. Return on Average Assets and Return on Average Eq uity of five large commercial banks are for the period of five years from 2007 given below.Table 11 Return on Average AssetsYearBOCPeoples BankCommercial BankHNBSeylanROAAROAAROAAROAAROAAPer CentPer CentPer CentPer CentPer Cent20071.111.41.670.870.6720081.131.51.551.040.120090.821.41.431.420.3820101.61.71.61.040.8720112.012.51.981.780.64Table 12 Returns on Average EquityYearBOCPeoples BankCommercial BankHNBSeylanROAEROAEROAEROAEROAEPer CentPer CentPer CentPer CentPer Cent200714.5920.520.6335.913.84200816.1318.817.1333.62.22200912.8519.715.8328.96.2201024.0126.917.8728.510.88201133.7442.920.7624.16.78(Source Annual Reports year 2007 to 2011)13. When ROAA and ROAE averaged for the last five years ranks of the banks on both ratios are given below.ROAAROAECommercial BankHatton National BankPeoples BankPeoples BankBank of CeylonBank of CeylonHatton National BankCommercial BankSeylan BankSeylan Bank14. From the above nurture it could be seen that two state owned banks has ranked number 2 and 3 in both ROAA and ROAE while a private bank has been the number 1 in ROAA and ROAE. This gives a mixed signal about the profitability of commercial banks in Sri Lanka.RESEARCH PROBLEM15. According to the indication given in table 1 and further analysis, in terms of major measures in bank profitability, public domestic banks were headed in both measurement and two states banks were keep second position. Therefore, the research problem for this fill is as to why public domestic banks were headed in profitability and how two states banks were maintained second positions and whether it is customer satisfaction of the respective banks.OBJECTIVES OF THE STUDY16. Following objectives should be achieved at the end of this research.a. To discover the reasons that is attributed to the higher profits in public domestic commercial banks than the state owned commercial banks in Sri Lanka and,b. To ascertain whether it is due to customer satisfaction of the private commercial banks or any other reason.SIGNIFICANCE OF THE STUDY17. Discovering the performance between public domestic commercial banks and the state commercial banks will be more significant to the banking industry as well as to the government to familiarize required mechanism to overcome the present problem if any prevailing in states banks in relation to the performances. Almost all financial institutions try to describe customers to them in the business environment .In that case commercial banks try to fulfill their customers needs in most efficient manner. Financial institutions should have the ability to let on the customers needs to give their service in efficient manner. Therefore, they have to provide good products, in good time to achieve profitability in the competitive environment.18. The end results of this research that of customer satisfaction and commercial banks profitability in state owned and public banking companies will be of great contribution to the reach in the academics and for the practitioners. This study will also assess and evaluate the level of satisfaction of the customers in the banking business in Sri Lanka which will contribute to the industry as well as to the policy makers. It will also reveal areas and factors that need consideration for improvement. Further at the end of the research, it is expected to cerate a good noesis about what customer needs can be gained. With an understanding about the change of customer satisfaction which is depend on nature of customer, the bank can provides suitable services to their own customers. If the customer gets the service continually, the institution may also introduce innovations to their own customers.SCOPE AND LIMITATION OF THE STUDY19. Scope of this study is to analyze all data that are available to find out as to why state commercial banks are earning less profit than the public domestic commercial banks including service quality and customer satisfaction and non-performing assets if necessary arise s. Accordingly, the study will be using both primary and secondary data. In studying service quality and customer satisfaction data have to be collected through a questionnaire but in analysing NPA banks actual discipline which are recorded in financial statements have to consider. There is no limitation in acquiring secondary data as all culture are available in the annual reports of the banks. For the purpose of collecting data there is a limitation of selection of banks. Also, when considering the profit of the banks, only internal factors that are related to the banks leaving external factors as they are beyond the scope of the study.

Causes and Effects of Organisational Structure Change

Causes and Effects of Organisational Structure ChangeABSTRACTThis dissertation will help to pull in the reasons, why shapings win over and its affect on the giving medicational building. To grasp the selected topic divers(a) secondary sources from the public domain has been taken. Information from these sources has been addressed under the heading publications review. It gives an overview of the knowledgeabilitys of reassign in the graduation divide with exceptional reference to role of the interpolate agent in the transfer process, followed by a segment how the brass instrumental bodily structure is affected by triggers of castrate. Next section addresses the contri exception of the structure towards transmit followed by employees attitude to the dislodge process. This literature review helped to understand already established concepts on the topic. And to realize the commercial industriousness of the management theories both companies have been selected, Atar i and Oticon. One of them throwd its structure because of triggers in the external environment and it was successful and still performing well but the former(a) did not change and it perished. At the end this dissertation helped to look at the ways of devising the changing process a subtle experience instead of do it a knee-jerk incident as suggested by numerous authors in the field.AIMS AND LEARNING OBJECTIVESThis dissertation is an attempt to examine the relevance of theoretical studies to real commercial situations. And it gives us an opportunity to demonstrate our brain and application of the concepts and theories taught in the MSc programme. While undertaking this childbed it as well as tested our ability to exhibit business seek skills and to make a clear presentation of findings. And fin each(prenominal)y at the end it allows us to do a critical evaluation of our future c beer path. methodologyAs a part of MSc Management course work this dissertation is to be comp al lowed based on secondary research. And it consists of published journals, books, single-year reports of the companies, corporate and other websites. Most of the published journals are available through the University of Glasgow library database belonging to different disciplines from psychology to management reviews. There are true limitations and challenges faced during its completion like it did not allow any primary research which means restriction of work only through secondary research. notwithstanding the availability of overwhelming meat of research works on the selected topic posed another challenge. It was challenging to sieve through it and extract the relevant selective randomness which would help to conclude the topic. Other challenges faced are the fourth dimension limit of only four months, and word limit of maximum twelve thousand which is sooner less to compress all the work from literature review, order history to analysis of each part.I have called this p rinciple, by which each slight variation, if useful, is preserved, by the term Natural Selection Charles DarwinCharles Darwin was the British naturalist who was ren giveed for his theories of evolution and natural selection (www.lucidcafe.com). As the theory of natural selection suggests that in the biological world organisms develop certain characteristics that help them to survive in the environment. That is, the strongest survive in certain environmental conditions and these characteristics are transferred from one generation to the succeeding(prenominal) through genes (www.allwell-nighscience.org).Change is inevitable and environment is changing at a much faster rate than anticipated, influencing all levels of the society, from individual to the corporate settings making the world a vibrant place to live.From organizational perspective, change in an organization rump be triggered by advancement of technology, to the quest of the management to excel in the securities industry. And to deflect annihilation one has to transform itself and adapt to its environment. To understand each aspect of change from organizational point of view will be an enormous assign with keep down of literature available. So the core focus will be to understand the triggers of change, role of a change agent in the changing process. The next aspect is to know why changes within the organization affect its structure. Subsequently the nature of change, that is how organizations change and finally the aspect of employees reaction to the change.And for a better understanding of all the aspects, first it is an attempt to understand the literature available on this topic and to comprehend their application in real life situation two companies have been chosen, Oticon and Atari as the case studies.LITERATURE REVIEW5.0 INTRODUCTIONLiterature review is an effort to study the research work through with(p) by various authors ranging from 1958 to 2008. The main topic of this research is to understand what makes organizations change and its consequences on the structure.It includes an introduction on various forms of triggers of change comprising of a discussion on the role of a change agent, its leadership style and federal agency skills in the first section. The second section is ab egress how change affects organizational structure. Next section consists of the nature of change that is, the type of change that organizations go through. And the closing section deals with employees reaction to change with a discussion on Hofstedes work on culture.There has been an overwhelming amount of research work on different aspect of organizational change and it will be beyond the scope of this dissertation in terms of time and words to cover each topic. So it has been decided to get an overview on a part of organizational change as mentioned above.SECTION 5.1TRIGGERS OF CHANGEThis section would cover the reasons that might activate a change process in an organization. Some a uthors have classified trigger of change into conferences based on their coition to the organization, while others have a more(prenominal) generalised view.Triggers of change have been categorized into external and internal triggers. External triggers would include change in guest regards, competition, innovative technology, bran- in the altogether opportunities, change in social and cultural values, change in trading conditions, change in legislation and government policies (Huczynski and Buchanan, 2000a). Scarcity of requisite resources also results in change and offer lead to formulation of modern strategies, policies, rules and regulations, innovative ways of confabulation, encouraging team work, developing new technology which lavatory lead to the change of the entire structure of the organization (Chackerian and Mavima, 2000). Globalization of marketplace, call forthd technologies, fierce competition, liberalization of economies, single European currency, electroni c-trading, reduction of cost in production, culture and transportation through economies of scale, supply chain integration (Daft, 2006), environmental awareness towards global warming, industrial waste disposal management, use of renewable and non-renewable raw materials, health awareness towards obesity, diabetes and so forthmaking consumers move towards natural food from the synthetic ones, change in lifestyle due to increase in disposable income leading to the change in attitude towards work, leisure-time and society etc. Changing perspective towards work style from traditional to teleworking, outsourcing, advances in communication allows organization to be multinationals without leaving their own countries (Paton and McCalman, 2000a).Internal triggers would include appointment of a new senior executive, new and better ways of serving customers, infrastructure relocation, innovative product development (Huczynski and Buchanan, 2000b). carriage of influential group within the organization can trigger change (Greenwood and Hinings, 1996) or change in top hierarchy whitethorn lead to change through accepting and tooling innovation (Boeker, 1997a Kraatz Moore, 2002). Change of managers within the hierarchy of the organization may lead to change (Boeker, 1997b), new responsibility can bring new need to do better and can lead to change through enhance learning, communication and introducing new technology etc (Fernandez and Pitts, 2007a). transcriptions experience several types of triggers and therefore implement several types of changes. It has been reported that 50% of organizations adapts changes due to crisis (Beddowes and Wille, 2007a). Organizational crisis can arise from external triggers such as competitors which can be a new unanimous or a rival, change in legislation, action of a stake holder by selling or buying a significant amount of shares, buy-out from an organisation etc (Eccles, 1994a). And 23% of organizations proactively change while anticipating threats and while doing so 44% percent of organizations change their organizational structure. (Beddowes and Wille, 2007b).According to a study of 100 companies, bulk showed re-structuring as successful, as on that point are examples of companies running in losses for millions of dollars for a decade and then turning into a profit making company in two years with evidence of effective work through teams and employee empowerment. So triggers of change can be financial losses leading to reduce in profits which can attract new leadership and which may lead to changes in the structure (Haveman, Russo and Meyer, 2001a), increased competition leading to loss of market share, industry in recession, appointment of new chief executive officer, proactive action (opportunities or threats foreseen), technological development and effective ways of staff recitation (Beddowes and Wille, 2007c).According to Champy and Nohria (1996) there are three major triggers of change technology , government and globalization. Technology especially information technology has transformed business in many different ways. For example e-banking has opened new strategies for the banks of doing their business electronically and over the net, giving better access to customers with personalised services. Another example is the use of information technology in the field of publishing of research journals. It has helped in speeding up the process of research and its publication. The government role as a trigger of change is by changing the policies which affects businesses. Deregulation, privatisation and free trade etc are opening up new ways for businesses and encouraging them to change their strategies. This type of change in government policies has been termed as regulatory punctuation which gives organizations new opportunities for elaborateness (Haveman, Russo and Meyer, 2001b). Another trigger of change is the observable fact of globalization. It has helped in developing new concepts of this deoxycytidine monophosphate like outsourcing and forced companies to work in virtual environment. Change can be a powerful energizer and creative force which can be good and would lead to development of innovative ways of getting a competitive advantage as well as bad with callous takes on employees and other measures like downsizing for cost cutting etc.As mentioned earlier organizations appoint change agent to deal with external triggers which leads to internal changes in the organization.There is evidence that 16% of changes takes place due to appointment of new Chief Executive Officer (CEO) with characteristics like charismatic personality, with a clear thought of what and how changes are to be made, capable of taking a holistic view of the organization and who weighs in team work (Beddowes and Wille, 2007d). Managers do play a polar role in planning and in implementing organizational change (Fernandez and Pitts, 2007b). For effective implementation of chan ge there are three factors that need to be considered, the attitude, motivation and mind set of the change agent designing the change (Newman, 1973a).Previous research suggests that there exists a difference in the role of a change agent in the public sector and the private sector organizations. For example, there is significant amount of work directing towards the fact that public organizations although show more resistance to change but they often change fit in to Peters and Hogwood (1988) cited in Fernandez and Pitts (2007c). and some authors argued that organizational change has little to do with managerial leadership. As suggested by Hannan and Freeman (1984a) organizations survive because they are strong enough for a particular environment marked by size, age and complexity of the organization.But an organization stands for collective work of individuals and groups to fulfil the objectives and goal through set of rules, which needs direction and vision which is the responsibi lity of the organizational leader (Burke, 2002).And in order to crook individuals to work collectively towards a common goal is a complex task in itself on the part of the organizational leader.As stated form is the essence of leadership (Yulk, 2002 P 141). The role of a change agent becomes effective when there is adequate leadership skill or influencing power to let others follow the vision and reach the goal. There is a list of twelve traits which consist of strong drive for responsibility , focus on completing the task , vigorous and persistence in pursuit of goals, venturesomeness and originality in problem solving drive to exercise initiative in social settings, self-confidence , genius of personal identity, willingness to accept consequences of decisions and actions, readiness to absorb interpersonal stress, willingness to tolerate frustration and delays, ability to influence the behaviour of others, capacity to structure social organisations to the purpose in hand accord ing to Stogdill (1950, 1954) cited in Huczynski and Buchanan (2007c). While studying American executives, 15 indispensible leadership traits were identified, which are judgement, initiative, integrity, foresight, energy, drive, human relations skill, decisiveness, dependability, emotional stability, fairness, ambition, dedication, objectivity and co-operation according to Stewart (1963) and there are as many as 80 leadership traits, identified in various studies as cited in Huczynski and Buchanan (2007d).As leadership is all about influential skills or power skills on the part of the change agent so that the vision of the change is followed by others (followers). The power to influence others measures the extent of leadership value (Huczynski and Buchanan, 2007e). At individual level power can be seen as a motivational tool when an individual tries to control and influence events and when this is manifested in terms of observable action by others then power is seen as a behavioural aspect. Power in behavioural terms has been divided into viii categories reward, coercive, referent, legitimate, honest power (French and Raven, 1958a), informative, affiliation and group power (Benfari, et.al, 1986a).Reward power describes the ability to influence others in such a manner that followers believe the leader have the capacity to offer valuable reward or incentive in return of the obedience shown to the leaders demand. Coercive nature of power shows that the leader has the capacity to punish in the form of penalties and sanctions in return of noncompliance to the leaders demand. Referent power describes the ability of the leader to control by his/her enigmatic personality. Power is said to be of legitimate nature based on the authoritative position of the leader which is followed by the others as a compulsion. And the expert power which is described by its name that leader has expert knowledge and experience to make other peck follow the instructions as it is regard ed as of capital nature (French and Raven, 1958b).Informative power is similar to expert power and describes the leader to have undisclosed information crucial to the organization which makes the leader superior and thus followed by others. Affiliation power shows the leader to have strong relations with influential figures in the organization and society and thus followed on this basis. And the last category is the group power which is associated with the leaders ability to lead a team or group with sharing of power and responsibilities. All the eight categories are perceived either as positive (P+), beneficial or negative (P-) as exploitation or mixed response (P+ and P-) by the receiving party according to its characteristics. For example reward and referent power are received as P+. Coercion and information form of power as P-(Benfari, et.al, 1986b). But all are situational that is they have different influential power when used under different situation and the most effective leadership style that has emerged with time is the group power with sharing of power amid the leader and others, as it can give the feeling of responsibility to take decision which can be honor (Huczynski and Buchanan, 2007f).SummarySo in brief triggers are mainly external that pressurises organizations to undertake internal changes. And it is a crucial responsibility of the change leader to survey the external situation and act accordingly so that the internal changes are done in a subtle way. When an organization becomes successful in making the relevant changes and performs well, it will pose a threat to other organizations and thus trigger another set of changes taking the course of a chain reaction.But why does an organization has to change its structure? This can be understood in the next section of the literature review.Section 3. 2Affect of change on the organizational structureAs mentioned earlier 44% percent of organizations change their organizational structure (Beddowe s and Wille, 2007e) while adopting internal changes.The structure of an organization can be defined simply as the sum total of the ways in which it divides its labour into distinct tasks and then achieves coordination among them.(Mintzberg, 1979a 2)According to Newman (1973b xiii) Organization is a system for enabling people to reach or attempt to reach certain objectives and it involves the use of resources to carry out activities towards those objectives. The radical features of an organization involve presence of objective(s), people and the environment in which it operates. Objective(s) would be the reason behind its existence, people working in an organization communicate, coordinate with occasional conflicts carry out activities in an set up way which is in par with the objective(s) of the overall organization. And these objective(s) are the opportunities and constraints provided by the environment, within which an organization exists. In order to survive, an organization mu st be able to understand the environment i.e. its complex surroundings and establish a relation with the trading market, products and services, suppliers, finances, customer preferences, competitors, employees, government policies, social settings, culture etc which would eventually help it to formulate the objective(s). Organization tends to establish relationship amid people, units, roles etc with a degree of consistency embracing all the relationships which is the basic source of structure for an organization. The three basic features of organization that demands the need of a structure are first is the organizations desired activity in order to fulfil its objective(s) through effective use of available resources, second, the way of carrying out its activities i.e. the process and the third is the behaviour of the people working for the organization while carrying out the first two features. The officiate of a structure is to give stability, consistency, by holding things toge ther giving it a form and reducing randomness while outlining its operations. The design of the structure must facilitate the fulfilment of the organizational objective(s). The customary forms of organization design were the functional form, the executive or administrative form and line or staff form. The functional form of the structure reflects the sweet of function performed by the people. As required, new positions are developed along with new divisions or departments. But as complexity of work increases and it requires more coordination among divisions this structure becomes scant(p) otherwise this form works well for independent work in each divisions.TOP MANAGEMENT breakdown ADIVISION BDIVISION CDIVISION DSource The Functional Form (Newman, 1972c81)The administrative form relegates the organizations actual work and the internal management of the organization. As it is difficult to separate the executive side of the organization which is more result orientated and the admi nistrative side of the organization which controls the resources . Communication plays an important role in coordinating between the two otherwise it can give rise to conflicts. The line or staff form shows relationship between the operation and the people within the organization that is, work demand and it is an extension of the executive form. One problem faced in this form is the control of managers over the subordinates and another is the orientation of the structure to the kind of work the organization is engaged with. For example line structure can be marketing orientated, sales orientated and so on. But as demand from the environment increases there is a need for multi-functional structure. The inadequacies of the conventional forms led to the formation of the new structure called the matrix form.TOP MANAGEMENTFACILITIES twistOUTPUT STRUCTURESource Matrix Form (Newman, 1972d85)Matrix structure is task based or project based that is, based on work demand. It is flexible as it changes according to the project or task at hand. And this type became popular among organizations dealing with large projects like civil engineering, research and development organizations etc. This structure deals with two basic objectives, first is the output of the organization and second is the ability to produce the output. Both are interconnected and interdependent on each other with the top management being responsible for its control and ensuring efficient utilization of resources. As it is project specific, unutilised resources needs to be reallocated or used for training etc.According to Mintzberg (1979b) there are five basic elements of a structure, mutual adjustment, direct supervision, standardization of work process, work outputs and worker skills and these hold the organization together. common adjustment is achieved through informal communication while coordinating work. Direct supervision is the process of scrutinizing and instructing others work by an individua l which again ensures mutual adjustment. normalisation of work process, output and worker skills can be achieved when they are precisely specified. In complex organizational environment these five factors work in a loop.StandardizationWork ProcessOfOutputMutual AdjustmentMutual AdjustmentDirect SupervisionWorker SkillsSource The coordination mechanism among the five basic elements of a structure. (Mintzberg, 1979c P 7)Organizational change reflects re-organization in the structure of the organization which includes the patterns of roles, policies and procedures which affects the relationship between them and thus affects the structure. The change can be due to new customer preferences, new work requirements, new strategies etc. In order to have an effective process of change, reviewing of the consequences of change is necessary and making relevant adjustments to the structure and policies from the results. The second factor is the change itself and for effective change it is necess ary to have adequate information from the past and present as change begins with the analysis of these situations. As change means weakening of old or existing relationships and strengthening new ones and a critical situation is reached when old ties are weakened and new ties are not strong enough. Problems are faced when relationships between various factors in an organisation which were compatible in the old situation becomes incompatible in the new situation. So it is important to develop all the factors in such a way that will reinforce rather than inhibiting peoples work. For an organization to be effective, its structure, policies etc should enhance peoples output and attitude towards change. The third factor is the development of the relationship between the people and the new settings. This can be done by effective communication, consultation, discussion, companionship among the employees and involving people in the change process (Newman, 1973e).According to Greiner (1972) as cited in Meredith and Mantel (2003) an organization tends to develop a structure whilst growing and adding resources and establishing relationship between them and at the core is the specialization factor of the human element of the organization. The structure remains stable till it facilitates the completion of the task but if there is change in the nature of the task due to any of the above mentioned triggers of change, and the present structure hinders the completion of the new task, it will indicate a need for change and which affects the structure of the organization.According to C contendr (1962a) organizational structure reflects the health of an organization. Structure is defined as the design of the organization through which the enterprise is administered (p 14). The design has two aspects, first is the line of control and communication between various units and people working in them and second aspect is the flow of information within these lines. And these two aspect s are essential to fulfil the organizational goal. Structure follows the system of the organization, for example when an organization decides to expand and increase the number of offices it requires more administrative infrastructure and people to handle it and thus changes the structure. Again if an organization has overseas expansion plans it will have departments and headquarters to administer its individual units. Diversification to new type of function or vertical integration will attract a multi-departmental structure with a central main office. Diversification into new product line will be supported by multi-divisional structure with a general office to control the divisions. This multidivisional structure would attract decentralization of authority from the centralised control in departmental structure.The coordination and control of business units takes place through centralisation and decentralisation form of decision making. Centralization means power to control and coor dinate resides in one person while decentralisation means division of power into many individuals. Research shows cognitive limitation in centralized decision making as it involves only one person and organizations face many complex situations. And a rational way of making decisions in such situations is through decentralisation. Other benefits of decentralisation are that it allows better understanding of the environment and it facilitates innovation and creativity as it involves many brains (Mintzberg, 1979d).According to Drucker (1988) as soon as a company changes its strategy from paper work to electronic mode it starts bear upon the decision process, management structure, over all way of working style of the organization eventually affecting the organizational structure. And this includes change from command and control mode of working in departments and divisions into information based organization of knowledge specialists.According to Burns and Stalker (1961) as cited in M intzberg (1979e), that if the environment is volatile the organizations have to have a flexible and an organic structure in order to adapt itself to changing environment but if the environment is stable organizations can have bureaucratic structures performing routine and standardised tasks.Organizations have adopted flat, flexible structure which emphasizes on empowerment and team work culture in order to cope up with the changing nature of the environment. Successful organizations show involvement of employees in decision making and also as a part of the change the organization needs (Piderit, 2000a). As stated by Burns and Stalker (1961) cited in Meadows (1980a) organic structure has the followers characteristics, team work to complete a common task, no fixed rules or methods to accomplish the task, peakic re-examine of the task so that it can be readjusted according to demands of the surroundings through communication, consultative nature of communication instead of autocratic nature, closely knitted network of communication, devotion towards the organization and the task and reach for intellectual and technological soundness.SummaryOrganizational structure is the reflection of its internal relationship between all its resources (people and work) which are constantly influenced by the external factors. And thus when an organization makes internal changes in order to cope up with the external triggers eventually changes its structure. Organizations need to have a flexible structure (organic) so that it can adapt to the environment which is volatile in nature due to external triggers. And as suggested growth without structural adjustment can lead to economic mischance (Chandler, 1962b p 16).The next question that arises is that does the structure of the organization affects or facilitates changes within an organization? This can be understood in the next section of the literature review.Section 3.3Nature of changeWhile organizations adapt to environment, structure plays an important role, if the inherent nature of the structure is flexible then changes are easily done otherwise it poses a threat to both the process and content of change.Organizational change is the difference in organizational features measured over a period of time. Organizational features can range from functions performed by individuals or organizational subunits or relationship among other organizations and the environment (Van de Ven, 2004a). Organizational theories are either focused on the content of change or process of change. Barnett and Carroll (1995a) have suggested a distinction between process and content aspect of the changing organizations. Content refers to the element of the organization that changes and process refers to the actual course of action or procedure that is adopted to make those changes. The outcomes of both content and process changes have different effects on the organization although there is a clear interaction between them.Types of changes due to various triggers can be at various levels. For example, at organisational level, change may occur in the culture and structure of the organization with new work practices, emphasising on training and team work, introducing new reward systems and innovative ways of communication etc. Another prominent type of changing is through cost cutting measures like staff reduction or downsizing. Market led issues may lead to customer orientated focus with new products with better quality, adapting innovative technology (Beddowes and Wille, 2007f). A similar list suggested by Van De Ven (2004b) consists of structural change featuring decentralization or centralization functional change in strategies to bring new and better products and services compositional change featuring downsizing and recruitment, resource parcelling change in relationship between organization units through effective communication, exchange of resources across units change in boundary through business ex pansion or contraction using mergers, acquisition, joint ventures etc environmental changes due to resource scarcity etc, and lastly change in performance showing profitability, job comfort etc. These comprises of the content aspect of the organization change.

Misunderstandings :: essays research papers

Thus far this semester, we have learned of how language situations as a whole on society, but Ill be doing something a little different. Let me start off with a question. Who here has gotten into a fight with their significant other or just a friend of the foe hinge on over a misunderstanding, misinterpretation, or feel that they are just speaking another language and you dont understand them? This so-called phenomenon is ruff described by the metaphor of men are from mars and women are from venus and thats why we speak different languages. We dont really come from different planets, but we are very different in our communication styles. Our expression of language is affected by our sex and sexual practice. This is epitomized by the ever so so popular clich of, I dont understand women/men.? And this clich was verified by your answers to the question I just posed. While the most obvious function of language is to communicate information, language also contributes to at least tw o other equally important, but less often recognized, functions (1) to establish and maintain kind relationships, and (2) to express and create the social identity of the speaker. In my paper I will attempt to verify how language is affected by sex and gender. My uncomplicated focus will be on Deborah Tannens work on understanding women and men in conversation.Tannen discusses many disparities in language caused by gender such as men often seeking straightforward solutions to problems and useful advice whereas women tend to try and establish intimacy by discussing problems and showing concern and empathy in order to reinforce relationships. Female subculture uses language to build equal relationships, while male subculture uses language to build hierarchical relationships.If conforming to the Sapir-Whorf hypothesis that language shapes the mode we see the world, language allows people to pass on ideas influencing the younger generation. The gender identity that accompanies our se x is predetermined by our parents perception of sex and gender. Typically, little girls are raised to be sensitive and soft and to express their feelings, but boys are asked to be tough and detached from their emotions. Take for example a boy and a girl who play together and both fall down. Typically, the girl would be allowed to cry and will be picked up and taken trouble of while the little boy would be asked to stop crying and suck it up.

Rip Curl :: Essays Papers

Rip drawRip curl assignmentTwo Australian surfers started rip Curl in 1969, at Bells Beach. They first headinged surfboards, but then soon moved into wetsuits designs. They were wetsuit designed by surfers for surfers. At the time, there was a great ingest for wetsuits. In 1970 they designed a new and improved wetsuit for diving, it had under arm gussets for better movement. Some of the key design requirements that Rip Curl look to own in their designs are excitement, make sure the rider/wearer isnt to cold, flexibility, so the rider can move quickly and unrestricted, making the wetsuit more lighter and more flexible. Tougher stitching, so the suit is more durable and worth the money, and pointless strong wearing areas such as the knees. These key design areas are what put rip curls at the top of the market.Neoprene is one fabric that helps Rip Curl achieve their key design requirements, it is a material that is quite light, and very(prenominal) flexible and allows riders to move every which way. Neoprene is a rubbery fabric that has material on top for comfort. It is made up of tiny bubbles formed by newton gas, heat can not pass through its cells, so the heat returns to your body, water cant pass through it also. Neoprene is a bye product of the oil industry. The thicker it is the warmer it will be. RD-4 is the latest in neoprene technology. IT is made up of rubber with an inner and out lining, but has a layer of titanium powder in it, so it retains all the heat from your body. The titanium is the reflective barrier in the suit. Materials such as these make it easier for Rip Curl to meet their key design requirements and better.To make the suits more durable Rip Curl add double linings or patches where the wetsuit absorbs most f the wear and tare. For instants, Rip Curl adds pads in the knees for extra durability. They also add double linings in the arms and legs but only use a single lining in the torso because it doesnt forgather much wear. Most of Rip Curls suits are black because black attracts the sun, so it keeps the person wearing it warmer. Which again connects back to one of the key design requirements warmth. Rip curl also puts a lot of important on having good logos that stand out.

Juvenile Justice Organization Essay -- Criminal Justice

The recent person justice organization is rooted in the normal criminal justice organization. The major objective of a juvenile court might be different from the criminal court however, the procedures have proportion in application. The organizations are anchored in protect society and seizing criminals responsible for their deeds. Once a juvenile, in this case Colleen M, goes into the juvenile justice structure, she goes through the ambition procedure, delay, adjudication, disposition and aftercare (Scholte, 2002). The initial stage is white plague. The intake procedure is also recognized as prosecution in the adult courts. In this stage, the court or prosecutor establishes whether to prosecute the case in juvenile court. Factors looked at this stage include the proof of the crime, the gravity of the crime, the delinquents preceding unlawful and court record and the success of rehabilitation appraisals of the juvenile. Rooted in societal and legal results, the case might be discharged, taken care of off the record or an formal trial may be utilize for. All through the intake processing or before an official disposition, the youth might be assemble in a detention facility. hands may lengthen to the official trial, or after adjudication.Once at the formal hearing phase, the prosecutor notify put forward a release or a delinquency petition. Once a determination is made, the juvenile might either remain in juvenile court or is move to the criminal court. If she stays in juvenile court, an adjudication hearing occurs. A determination is made anchored in the proof offered. If the juvenile is adjudicated as felonious, the disposition hearing occurs. In the disposition hearing, probation proposals or a disposition plan is considered. A... ... status we as well discover her conduct towards different individuals present in the school as below par and above all we find out that her academic performance is wanting especially within the most current sc hool terms. whence following Colleen scores on the risk assessments, it is highly probable that she could be sent to a juvenile detention facility. She is a time bomb delay to explode and the explosion could be irreparable. The best correction plan in this instance is to report to corrections for a violent offender. The offence may be indirect or coincidence, but the fact is that Colleen needs help. She is a run-away, a drug user, and an unpredictable individual. She has committed capital punishment twice and the chance for her committing more murders is high. She should be detained and accorded all rehabilitation options like counseling, monitoring and education. Juvenile Justice Organization Essay -- Criminal JusticeThe juvenile justice organization is rooted in the normal criminal justice organization. The major objective of a juvenile court might be different from the criminal court however, the procedures have resemblance in application. The organizations ar e anchored in shielding society and seizing criminals responsible for their deeds. Once a juvenile, in this case Colleen M, goes into the juvenile justice structure, she goes through the intake procedure, detention, adjudication, disposition and aftercare (Scholte, 2002). The initial stage is intake. The intake procedure is also recognized as prosecution in the adult courts. In this stage, the court or prosecutor establishes whether to prosecute the case in juvenile court. Factors looked at this stage include the proof of the crime, the gravity of the crime, the delinquents preceding unlawful and court history and the success of rehabilitation appraisals of the juvenile. Rooted in societal and legal results, the case might be discharged, taken care of off the record or an official trial may be applied for. All through the intake processing or before an official disposition, the youth might be put in a detention facility. Detention may lengthen to the official trial, or after adjudic ation.Once at the formal hearing phase, the prosecutor can put forward a waiver or a delinquency petition. Once a determination is made, the juvenile might either remain in juvenile court or is moved to the criminal court. If she stays in juvenile court, an adjudication hearing occurs. A determination is made anchored in the proof offered. If the juvenile is adjudicated as felonious, the disposition hearing occurs. In the disposition hearing, probation proposals or a disposition plan is considered. A... ... status we as well discover her conduct towards other individuals present in the school as below par and above all we find out that her academic performance is wanting especially within the most current school terms. Therefore following Colleen scores on the risk assessments, it is highly probable that she could be sent to a juvenile detention facility. She is a time bomb waiting to explode and the explosion could be irreparable. The best correction plan in this instance is to report to corrections for a violent offender. The offence may be indirect or coincidence, but the fact is that Colleen needs help. She is a run-away, a drug user, and an unpredictable individual. She has committed murder twice and the chance for her committing more murders is high. She should be detained and accorded all rehabilitation options like counseling, monitoring and education.

Progress of Displacement in Mad Dog, Black Boy, and Seventeen Syllables

Progress of Displacement in crazy drop behind, Black Boy, and Seventeen SyllablesHeinrich Blls The Mad Dog seems to stress that emotional attachments to human beings can prevent an individuals separation from societys orders and execution of possibly violent desires. With the Second initiation War as its backdrop, the tale realistically depicts the hardship of the time period in which Bll has lived. Two other authors who have subtly woven their own(prenominal) and cultural backgrounds into their fiction are Richard Wright in Black Boy and Hisaye Yamamoto in Seventeen Syllables. Raised in the South or a Japanese-American community on the West Coast, the protagonists in both works experience similar progressions of disconnection from home or society as the Mad Dog does.The narrator in Blls story is a physician examining the cadaver of the Mad Dog, Theodor Herold. He is accompanied by a chaplain who was with the Mad Dog during the last some hours of his life. The chaplain, who has become emotionally attached to the cadaver, repeats Herolds life story to the physician. Raised in a hostile environment, he never knew (73) his mother who was a unceasingly abused woman (73) or his father who was brutal and perpetually(73) intoxicated. An abusive childhood was the first step toward his inevitable negligence of the natural order. In addition, his different intelligence and superb achievement in school created excessive arrogance and self-confidence which further led to his contempt for all his patrons (74).Then Herold has his first and simply taste of love when he meets Becker, a fellow classmate, who supports him financially as they attend university together. This friendship is the only true emotional connection that exists betwee... ...uctive rage, Rosie also experiences this olfactory property with the Mexican worker, Jesus, as he kisses her for the first time. Although her vulnerability is caused by joy instead of despair, the lack of emotional stability c ould lead to further mental breakdowns. By and large, Herod, Dick, and Rosie are a trio of exiles, feeling dislocated in what supposedly to be their home or community or country.Works CitedBll, Heinrich. Mad Dog. Mad Dog Stories. Trans. Breon Mitchell. New York St. Martins Press, 1997. 67-85.Wright, Richard. Looking for a Job. Black Boy. The HarperCollins World lector The Modern World. Ed. Mary Ann Caws. New York HarperCollins College Publishers, 1994. 2438-2444.Yamamoto, Hisaye. Seventeen Syllables. The HarperCollins World Reader The Modern World. Ed. Mary Ann Caws. New York HarperCollins College Publishers, 1994. 2456-2465.

Ear Disorder Essay -- Health, Impairments

Ask Mr Sylvester about his earshot and does he wealthy person any ringing in the ears, if this is the case we skunk refer Mr Sylvester to the Doctors for ear testing. Scott,K,. Webb,M,. Sorrentino,S,. Gorek,B,(2007).Ear disorders can disrupt hearing and balance. Temporary hearing want can be from a build up of put on (cerumen) blocking the ear canal, hearing will improve instantly once the wax has been removed and this can be do by doctor or registered nurse whomever you feel more comfortable with, retrieved from journal on Hearing loss (2011). A person may not even notice that they have a hearing problem as this can occur gradually, others may notice the difference first, by seeing changes in the persons behaviours, such as angle of dip forward to hear, asking question to be repeated, cupping ears for better hearing. Hearing is one of our main sensorys and a loss of hearing can affect ones genial health and emotions, hearing loss especially in the ancient, tends to lead to s ocial isolation, depression and withdrawal from daily living stated by Bance (2007). Hearing loss may affect your quality of life and presents a safety concern. Age-related hearing loss is not life-threatening as written by Huang (2007). Hearing issue, symptoms of hearing loss are speaking too loudly, leaning forward to hear, turning and cupping the better ear to hear, answering questions inappropriately or asking for quarrel to be repeated. Do not assume or pretend that you understand what someone is saying. Scott,K,. Webb,M,. Sorrentino,S,. Gorek,B, (2007). Build a trusting relationship with the patient, introduce yourself to Mr Sylvester and ask him how he wishes to be addressed. Explain your role, Be honest with all your interactions wit... ... Any form of clutter in the home environment needs to be removed and stored properly, elderly people can easily trip over rugs and mats, these can easily be removed or tacked down for safety, they must be in proper condition and not fra yed or in disarray. House needs very good lighting and handrails for stairs, or ramps preferably. Environmental factors may need to be adapted for safety. Fire hazards such as papers, books should not be kept in the kitchen near stoves or any electrical applicant this was explained in discriminating and Taylor, (2005). Most injuries occurred with older people are, falls and burns this is due to Advanced aging and the physiological changes in vision, hearing, mobility, reflexes, circulation and the ability to react quickly. In the words of wad 2020, the right to sight has no age limit Chu & Kaldenberg & Huefner,(2009).