Organizational Culture A case study of VTI Auto Workshop
1 The VTI Auto Workshop and Car care must include employment involvement for continuous growth and development. According to the case scenario, the management are not providing any formal training to the employees.
In addition, the owner as Bill Smith needs to focus on the basic needs of the employees such as food, water and hygienic working environment for engaging more employees.
In addition, employment involvement also includes efficient training session to increase the inter-personal skills of the employees for improved customer satisfaction. Moreover, the employment involvement segment requires high consideration of the human resource management that could be possible by analysing Maslow’s Hierarchy Need Theory(Barlow & Maul, 2011).
2 Application of the PCDAmodel can influence the organizational structure of VTI Auto Workshop and Car care. In addition, PCDA model includes four critical factors such as check, act, plan, and do that influence the organizational structure of VTI Auto Workshop and Car care to achieve desired goals and objectives. Bill Smith needs to follow this business model to boost employee performance, as well as he needs to study cases that have been registered as customer complaints(Cunningham, 2013).
After analysing complaints, Bill Smith needs to implement best solutions that has been suggested by PCDA model in second factor as ‘act’. Therefore, the leader ofVTI Auto Workshop and Car care needs to review the consequences or problems of implemented plan on the organizationalculture that have been indicated by plan segment. Moreover, Bill Smith will take essential action plan for testing the potential outcomes.
3 Employee responsibility and management initiatives both are influenced by leadership styles. In order to increase the employee performance, Bill Smith needs to aware them about organizational responsibilities and polices.
Along with that, the business structure of VTI Auto Workshop and Car care includes poor training system as per given case scenario. In addition, it is a responsibility of Bill Smith to provide adequate formal training to the employees for acknowledging organizational responsibilities(Donovan, 2013).
On the other hand, inter-active training system of VTI Auto Workshop and Car care should be considered as innovative initiative that will boost the employment rate. Moreover, the employees of VTI Auto Workshop and Car care requires sufficient training to increase personal knowledge, self-confidence and behavioural attitudes for a bright professional career.
4 Stakeholders are backbone of every organization. There are different types of people are being engaged with the organizational mission and vision such as owner, employees, partners, suppliers, channels and the customers who also notified as organizational stakeholders.
In order to achieve selected goals and objectives, the stakeholders are playing an essential role. In reverse part, without the contribution of stakeholders, an organization cannot sustain in today’s competitive industry(Duane, 2012). Bill Smith needs to make a healthy relationship with all stakeholders to measure the organizational productivity.
Along with that, Bill Smith needs to conduct bargaining with different suppliers for implementing cost-effective marketing strategies in the car repairing sector in Melbourne.
5 Effective communication in the process can influence the organizational performance. In order to exchange corporate information and human feelings, an effective communication system help VTI Auto Workshop and Car care to achieve desired goals and objectives(Erasmus & Van Dyk, 2011).
In addition, an active communication system includes two factors such as verbal and non-verbal communication. Thus, Bill Smith needs to apply non-verbal communication in VTI Auto Workshop and Car care to develop productive employment relations.
The employees also can determine the requirements of the customers with the support of effective communication system. In other words, the level of customer satisfaction will be increased by successful implementation of effective communication process in the workplace that should be arranged by Bill Smith as owner.
6 Use of training methods includes high productivity for organizational development. There are effective implications observed that have been measured by an effective training session such as self-confidence, accountability, behaviour, knowledge and performance.
Bill Smith needs to appoint an efficient trainer who able to recognise performance appraisal for employee growth and development. With the support of training method, the level of employee knowledge could be increased for enhancing customer satisfaction in VTI Auto Workshop and Car care.
On the other hand, the personality of the employees will also be explored by inter-active training methods like audio-visual effects, chart showing through projectors that should be arranged by Bill Smith(Hester & Harrison, 2012).
7 Strategies for monitoring the process includes management system of an organization. Bill Smith as sole owner of VTI Auto Workshop and Car care must implement an effective monitoring process to observe the activities of the employees.
Nowadays, CCTV installation is workplace is an effective and technical process to monitor different operations conducted by the employees. In other words, Bill Smith needs to install CCTV for innovative and productive monitoring process in the workplace.
With the help of continuous video recording facility, different types of case investigations can be conducted by the management of VTI Auto Workshop and Car care. Moreover, Bill Smith can make accurate and definite decision for development of the organization(Baldwin & Hoffman, 2015).
8 Recognition of benefits to the organization could be accessed by analysing internal business operations. The recognition of benefits to VTI Auto Workshop includes a huge contribution of its stakeholders. The owner named as Bill Smith should provide adequate formal training to the employees for acknowledging organizational responsibilities in decent manner.
Another benefit is that, the level of employee knowledge could be increased for enhancing customer satisfaction with the support of attentive training methodsapplied within VTI Auto Workshop and Car care(Watson, 2013).Therefore, the leader ofVTI Auto Workshop and Car care as Bill Smith needs to review the consequences or problems of implemented plan on the organizational culture that have been indicated by PDCA business model.
9 Record-keeping procedures that will aid in the process of further improvement of an organization. Bill Smith needs to preserve all confidential customer details to measure future development of VTI Auto Workshop and Car care. In other words, future development of VTI Auto Workshop and Car care is critically depended on the preservation process of customer’s detail done by the owner as Bill Smith.
Moreover, the management can design and forecast the economic value by analysing previous sales records. In addition, Bill Smith should preserve all financial records for future business planning and improvements(Piercy & Lane, 2014).
1 The role of organizational functions in low level of customer satisfaction will be analysed in this section. According to the case scenario, Bill Smith did not offer any facilities to the customers. Most of the customers registered complaints for poor accommodation services from the end of VTI Auto Workshop and Car care. In addition, the customers placed some service related suggestions like LCD installation in waiting lounge for displaying local channels only.
In order to increase the level of customer satisfaction, Bill Smith needs to install coffee machines, as well as entertaining the customers by offering snack also(VANITHA, 2012). The appointment schedule of VTI Auto Workshop and Car care is very poor which does not allow a customer after 12 pm. In other words, the customers who come after 12 have to wait for 30 minutes for re-allocating employees for service assistance.
2 PCDA model has an impact on the sustainability practices of VTI Auto Workshop and Car care. According to the case scenario, Bill Smith needs to follow the PCDA model to influence organizational development and progress. Besides that, Bill Smith needs to focus on the registered complaints of the customers to design effective sustainable policies.
After analysing the customer’s complaints, Bill Smith needs to implement best possible solutions suggested by second factor as ‘act’of the PCDA model. After that, Bill Smith needs to review all arrived problems due to implemented plan in the workshop to design sustainable policies as indicated by plan segment of PCDA model.
Moreover, Bill Smith needs take essential action plan for testing the potential outcome and developing productive sustainability practices. Moreover, PCDA model suggests customer oriented sustainability practices forVTI Auto Workshop and Car care (Bjornlund, 2012).
3 Improvement strategies are playing smart role in an organization. Bill Smith needs to focus on the implications of the PCDA model to design improvement strategies. First of all, Bill Smiths needs to focus on the employment relations for implementing improvement strategies to measure organizational culture.
Along with that, interactive training session would be considered as an improvement strategy to measure the employee performance. In addition, installation of CCTV and Coffee machines are also being considered as improvement strategies to monitor operations and customer satisfaction.
3.1Performance measurement and management both will be influenced by CCTV installation as innovative concept for measuring employee performance. It is a responsibility of the management to install CCTV for monitoring the employee performance.
3.2 Job roles and clarity of expectations also has criticalness to measure operational activities within VTI Auto Workshop and Car care. Bill Smiths needs to allocate jobs according to individual’s capability. Job satisfaction of the employees will be accessed by effective job allocation process such as reception, car workshop and bill desk(Piercy & Lane, 2014).
3.3 Reward and recognition are motivational strategies for increasing employee performance. Bill Smiths can allocate jobs along with fixed achievable targets for successful implications of reward strategy. Moreover, the reliability regarding employees can be improved with the help additional financial support done by Bill Smiths.
3.4 Communication systems plays an essential part to exchange information and feelings. Bill Smith needs to focus on the non-verbal communication methods to develop productive employment relationsin VTI Auto Workshop and Car care. The employees also can confidently communicate with the customers by effective communication system.
In other words, Bill Smith can upgrade the level of customer satisfaction by successful implementation of effective communication process in the workshop(Watson, 2013).
3.5 Training and development also require for measuring employee performance. Bill smith needs to appoint an efficient trainer who able to recognise individual’s aspects for employee growth and development.
In addition, the level of employee familiarity could be increased by the support of productive training methods to influence high customer satisfaction in VTI Auto Workshop and Car care. Some characteristics such as personality, communication skills, technology adaptability and acknowledgement of the employees will also be explored by effective training methods (Noe, 2015).
3.6 Mentoring systems are being influenced by effective leadership qualities to measure employee performance. In addition, Bill Smiths needs to appoint an efficient trainer or mentor for implementing sustainable mentoring system inVTI Auto Workshop and Car care. Moreover, the appointed trainer should provide a weekly report based on employee’s growth rate to Mr. Bill Smiths for implementing productive mentoring system(Erasmus & Van Dyk, 2011).
3.7Action plans are mainly suggested by PCDA model. Along with that, Bill Smiths needs to focus on the customer’s complaints for developing sustainable action plan. Therefore, some essential actions will be installation of Coffee machines, installation of CCTV camera, and installation of LCD television in waiting lounge and recruitment of an efficient trainer. Moreover, Bill Smiths needs to take these essential action plans for contagious growth and development of VTI Auto Workshop and Car care.
4 The feedbacks of the customers effect the monitoring performance that is controlled and managed by Bill Smiths. In other words, Bill Smiths needs to analyse the feedbacks of the customers for measuring the monitoring system.
The employees of VTI Auto Workshop and Car care should follow the instruction of Bill Smiths for getting prospective training to increase personal traits and abilities.Moreover, Bill Smiths can measure monitoring system after analysing the customer’s feedbacks as complaints, as well as to implement best possible solutions suggested by the PCDA model(Willis, 2012).
After all, Bill Smith needs to review all employee related problems to implemented plan in the workshop by analysing the feedbacks of the customers. In order to design sustainable policies, Bill Smiths should determine all feedbacks of the customersto measure the monitoring process for developing employee performance.
Case Study
- VTI Auto workshop and Car Care faces various issues due to its poor customer service. However, there are 200 complaints of customers are recorded in last 2 months. All the issues arise with the inefficient customer service as the cleanliness and hygiene condition of the care are quite poor. At the same time, there is scratch, dent and dust related items are identified.
- Thus, this creates the problem of the company in regards to retain the customer over longer duration. Other than that, company also faced the problem related to human resources as it is identified that personnel are not having enough knowledge and skills for performing activity. This is because of lack of training program from the side of the company and this affects the performances and productivity of the company.
The reason behind of not setting up any standard because of lack of top management support and due to that there is no particular policy is framed for the company. The main cause of occur such issues because of non-existence of policy and standard.
- Decision-making model will be the best suited for the bill in regards to get the suggestion. This model provides solution in the form of brainstorming, Delphi technique, nominal group technique and dialectical inquiry etc (Xia et al., 2013). These methods will help the Bill to take right decision in regards to the issues.
- There are various ways that could provide a defect free delivery of goods and services. In concern to this, firstly Bill needs to focus on the people training as it is found that staff does not have enough skills to perform the task. In regards to this, company requires to appoint the trainer or supporting team for providing training or coaching to the staff members (Salas et al., 2012).
- Other than that, it is also recommended that VIT auto workshop and car care should set the standards and policy for the workplace. The standard should be related to hygiene and health factor. This way Bill can reduce the problem related to the cleanliness and hygiene condition of the car.
In order to provide the Car Care service at the lowest possible cost, the company needs to decrease the operation cost of the company. This could be done through timely availability of resources, install well-equip technology and pool talent workforce etc. This area could contribute towards the reduction of cost of Car Care service.
- The audit report document is well suited in regards identify the key critical areas. At the same time, graphical presentation method also contribute effectiveness in terms to shows various customer complaints (Hong et al., 2012). This is because through graph and charts, the reader can identify the trends and the areas where customer facing the maximum problems. Thus, both the methods prove to be useful for the VIT auto workshop and Car Care.
- SIPOC model includes the suppliers, inputs, process, outputs, customers etc and it is a visual tool for documenting the business process from beginning to end. This model will provide benefit to the Bill in regards to monitor each activity. Likewise, through this model, company can analyse the input, process, outputs of the workplace and identify the problem in each activity (Kumar et al., 2012). Moreover, this model will also suit well for the company in regards to bring improvement in the customer service.
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