Analysis of Individual Performance in a Team
Introduction: The Team and Purpose
The “service team” is designed for the individuals who are committing their skills towards the customer satisfaction and excellence. The team is established to satisfy the customers by consistently providing the quality service as well as customer relations. It is expected that all the members will work as a family by doing their shares to the best of their abilities and respecting each other as much as they respect themselves.
Role and Team Dynamics
Because of the growing popularity of quality service, the team undergone into a serious of training that will be entailed to determine the needs and wants of the customers. Each member has a role to be played in order to create the quality service. One of the most critical roles in the service is to create the relationships among the customers. Therefore, catching the attention of the customers should be the evident which can be also the start of customer relationship. The effectiveness of the role provides the entire team to describe the characters of each customer and create a comprehensive plan on how to target their needs and preferences and if possible, exceeds the customer expectations.
Strategies
Values and skills are the most important part of customer service and this same aspect remains the important ideas within the organization. Customer service has been an important instrument for businesses to reach out to customers thus; this allows the business organizations to be adaptable to customers’ specific needs and preferences. Moreover, customer loyalty is also achieved through quality and efficient customer services. In the case of its application in the team, the customer-oriented focus remains in the heart of the entire team. In order to respond to the challenges of the business world, the team considers the application and appropriate allocation of the resources to improve the customer service, which is also the same aspect in every organization. Sending their members under the various workshops and trainings is important to as part of improving the customer services (Zeithaml, 1990).
The commitment of the customer service is not only based on the technical aspect but also through the internal participation of an individual and this is one of the facts that the customer services wants to create (Subroto, 2003). In order to empower the customer service participants and the customers themselves, it is important that there is a participation which is often hard to find. Because individuals are uniquely born, the needs, interests, and other preference varies as well as their personal objectives (Brunning, Cole and Huffington, 1997).
Processes and Standards in the Team
The idea of group dynamics can be the result of the investigation of the corporate leaders in combining the innovation and social interaction. The process applied in group dynamics is the information is shared or spreads to the members allowing them to create their assumptions and insights. The flow of the communication in between the group is the outcome of the good relationship between the employees. Working together is a good evidence that all of the employees are aiming to achieve the productivity truly meant for the entire organization (Aral, Brynjolfsson, & Alstyne, 2007).
The collaboration of the individuals in working together is within the scope of social processes. Through the group dynamics, the individuals can enjoy the interaction with the co-workers and might explore the other essential ideas through the use of brainstorming. There is a traced competency among the individuals who support the group dynamics because they are willing to accept the other opinions of other and they can divide the tasks equally to lessen the burden. The complexity of the tasks, are the most common problems of the employees that fails to answer the demand of the organization, but with the help of the group and proper communication, there is an identified confidence among the individuals (Xia, et al., 2007).
Suggestion
Aside from being committed, the team should focus on the two other important aspects to establish good customer service. One is leadership and the other is openness to change (Bass, 2000). In order to train the employees and provide satisfaction to customers, the team must have effective leaders that can direct the people towards their goal. The open communication within the team should be intensified because it primarily allows the people to be informed and align in their goals (Batt, 1999).
Conclusion
I learned that in order to satisfy the objectives and complete the purpose of the team, changes should be adopted because it allows the entire team to be oriented and updated in the trend of consumers’ preferences that can duly affect the performance of the entire team.
References:
Aral, S., Brynjolfsson, E., & Alstyne, M.V., (2007) “Productivity Effects of Information Diffusion in Networks”, Accessed 01 October 2010, from http://digital.mit.edu/research/papers/234_VanAlstyne_Productivity_Effect_Info_Diffusion.pdf.
Bass, B. (2000) “The Future of Leadership in Learning Organizations”, Journal of Leadership Studies, Vo. 7 No. 3, p. 18.
Batt, R. (1999, July 1) “Work Organization, Technology, and Performance in Customer Service and Sales”, Industrial and Labour Relations Review, Vol. 52, pp. 539-564, Accessed 01 October 2010, from www.highbeam.com
Brunning, H., Cole, C. & Huffington, C. (1997) “A Manual of Organizational Development: The Psychology of Change”, London: Karnac Books.
Subroto, B. (2003, January 1) “Effects of Management Commitment on Service Quality to Increase Customer Satisfaction of Domestic Airlines in Indonesia”, Singapore Management Review, Accessed 01 October 2010, from www.highbeam.com
Xia, L., Shami, N.S., Yuan, C., & Gay, G., (2007) “The Impact of Negative Relations on Performance and Satisfaction in Group Work”, Accessed 01 October 2010, from http://csdl2.computer.org/comp/proceedings/hicss/2007/2755/00/27550246a.pdf
Zeithaml, V. (1990) “In D. Bowen, Service Management Effectiveness: Balancing Strategy, Organization and Human Resources, Operations and Marketing”, (pp. 369-381), Jossey-Bass, Inc. Publishing.
Credit:ivythesis.typepad.com
0 comments:
Post a Comment