Management

Management



Management

Introduction

The organization that I am working in is a company that is related to outsourcing. Looking at the current trends, there is a lot of scope in the field of outsourcing. Multi nationals these days have started out sourcing their business so that they could focus on their competitive advantage and become cost effective. I have a team of 24 people that I need to mange. My major task is to get the job done and to communicate the verdict of the upper management to the lower employees. Today nearly every big organization is facing the problem of coordination and control and my job as a manager is to make sure that every one does their job as per the required time by company and the desired level of quality by the customer.

Main Body

Since quite a few companies have jumped in to the field of outsourcing, my company takes in to account all those companies who have outsourced their customer support service to the countries where the labor is cheap, and y country has to check all those calls that the quality is maintained by the agents that are speaking to the customers directly. In order to keep a check and balance on the agents we have hired a employees who listen to the recordings and check whether the guidelines provided by the customers are specifically followed or not, and then a report is filed and mailed to the customer.

My teams is the same one as mentioned above, it listens to the recordings and make a report and give the comments on the call, this actually makes the work a lot easier for the customers to track down the performance of the company which it has hired to get its job done.

A vision statement is that statement which actually gives a picture of the organization to its employees and to people outside the organization as well. It is the vision statement that gives inspiration to the employees and gives a framework and strategic planning. The vision for my team is very clear and concise. The employees are supposed to complete their work within the given time and are supposed to report to their team leads; in case of any problems they can coordinate with me as I am their manager. The vision statement for the employees defines their task and all those functions that are related to it. In my company the employees are based on social specialization and work on the basis of centralized and formalized structure. There is very less discretion over work and the employees have to follow the guidelines rather than using their brains. This somehow may seem very rude for the employees but certainly the guidelines are provided by the customers and they have to be followed in any case, any discretion or violation of the guidelines may result termination. My organization is more mechanistic rather than being organic. There is a very high importance of using a mechanistic structure ...