Thus firstly expose what are the issues/challenges etc . under analysis – Exetel's management of Sri Lanka and its implementation and use ofthe GURUS system Use of Control Mechanisms in Multinational Organizational Structures, WHO HERE (JUST RAISE YOUR HAND) HAS HAD A NEGATIVE EXPERIENCE OF PHONE SUPPORT FROM TECHNICAL SUPPORT? WHO HAS HAD A CONFIDENT ONE? (ask for one be derived from each diverse question, come back to them shortly) SLIDE 4
4 areas – technology support, inbound sales, software program development, payment and admin BEFORE TEACHERS – A lot of reports with inconsistent structure, too many words without quantifiable numbers, Aussie General Manager had homesickness GURUS: assessed every single staff performance in Sri Lanka instantly – unwelcome to personnel. Displayed community results. '0' meeting all job desired goals, '1' not satisfying all of job goals. Why GURUS was decommissioned..... a) Customer satisfaction extended to decrease while the display shows ‘0' b) Testing ‘quantity, certainly not ‘quality c) ‘Public execution' for under executing staff d) Easily fooled by ‘data manipulation'
Control system: will help link the business vertically, down and up the company hierarchy • Basic capabilities of control system - Measure or perhaps monitor the performances of subunits - Provide reviews to subunit managers regarding the effectiveness with their units Style Options intended for Control Systems • Several types of control systems - Outcome control system Bureaucratic control system -- Decision-making control - Ethnical control program Output Control Systems • Assesses the performance of your unit based upon results, not really on the processes used to obtain these effects - Profit centre: unit controlled simply by its earnings or loss performance
-Bureaucratic control system • Is targeted on managing behaviours within the firm - Costs: financial objectives for expenses - Statistical reports: info to top management about nonfinancial outcomes - Regular operating methods (SOPs): rules and regulations of ideal behavior
Decision-making control: level in the organizational hierarchy where managers have authority to make decisions
Cultural control system: uses organizational tradition to control actions and perceptions of staff
Concepts, suggestions, and hypotheses critically critiquing the issues/challenges. HERE RETURN TO THE PEOPLE YOU ASKED. Asked why the experience was awful, why the feeling was good.
Role-based and product based controls and models could also be constructed at work environment, studies by Chen et al 2007 and discussing their effectiveness an accessible control model using a healthy system architecture and also approaches to get resource writing between departments (Dooms june 2006, Fatehi 08 Chapter 9). This can help to create a corporate culture that tends to generate employees that want to work and perform well not just on their own but for the corporation. It has the effect of humanising the workforce (Chituc et al 2009, Chen 2008).
Developing team-based work functions has also been shown to be quite in increasing the quality of work created. Customer target, task orientation and development of relationships will be key (Lu et 's 2009, Jayaraman et 's 2005, Moran and Farrell 2005, Jang et al 2009, Oh & Area 2003). ORGANIZATION LIFE PATTERN – Limited budgeting generally seems to important in infancy level of organization, but must be loosened with regard to positive company culture in later growth stages (Wakefield et al 2009) SLIP 9
Workers need to feel empowered and feel that they have use of management decisions and personnel structure within the business – leads to perception of self-worth, value and importance. Therefore increases respect for businesses and the outcome of work becoming produced (Vela et approach 2007, Li 2007, Wainer et ing 2007). Standard workflow and quick, improvised meetings as well contribute to this kind of positive workplace environment, building mutual trust between supervision and...