ORGANISATIONS AND CUSTOMER
1.
An organisation refers to a group of people, which allocates tasks to its members for the purposes of achieving certain collective goals. Organisations are organs structure for the purposes of such things as business, social work, government work, charities and cooperatives among others. Organisations cover both the private and the public sector. Although some cater for both i.e. hybrid organisations, some cover either the private or the public frontiers. Organisational analysis is on their structure, behavior, resource utilization among others. Organisations are entities that are in respect to their functional and institutional perspectives.
Resources in an organisation are in the form of human resources, organisational finances, technological resources and time among others (Robert 2010). These components relate with each other in an effort to create a good blend for the organisation to realize success. It is important to note that, without a perfect blend in the different resources in the company, it is bound to have trouble realizing its objectives. For instance, a company that lacks coordination between the human resource and the financial resource will have a hard time coordinating the use of moneys in the organisation.
The human resource consists of staff in the organisation. When compared to a car, the human resource could be the tires. The human resource is the driving force for the organisation. It is important to note that the human resource, although it is the organisation builder requires complementation by such other organisational resources such as the financial sector. This means that the staff requires that they have enough monies at their disposal in order to properly coordinate the activities of the organisation.
The most important item in ensuring success in an organisation is that an organisation requires that the management plan accordingly. This will ensure that the company utilizes its time well to reduce the chances of wasting other resources in projects that would be unprofitable. Time and money used correctly ensure that the organisation addresses customer issues in appropriate time and that the company utilizes the money resource well to ensure this happens. The human resource will incorporate all other resources in the organisation to ensure the success of the company. The management respects the human resource. It is important to note that the management needs to take great care for the needs of the employees. Marketers thus have a role to play in ensuring that they coordinate all the resources in the organisation to ensure that they fulfill customer satisfaction for the organisation.
In Kenya for instance, many companies have had a bad time in organizing the way their organisation acts. Start up organisations take time to engage the resources they have optimally. Usually they have less staff, without enough time at their disposal to ensure customer satisfaction.
2.
Customer satisfaction is an important aspect of the success of any organisation. All organisations strive to ensure that their customers get proper attention. This is by placing the customer in a key role position in the organisation. The immediate principle applicable in this situation is that the customer is always right. The organisation has an ultimate role in ensuring that the customer is satisfied by the variety of products the company gives. Products are designed in line with the demands of the customer. This is not to say that there is always a harmonious relationship between the customer and the organisation. Areas of conflict often emerge in line with customer organisation relationship.
Conflict between the customer and the organisation arise out of differences in principle. Many at times the customers and the organisations would differ in the principles they apply towards how they run their organisation and the way the customers wish done. In cases where nongovernmental organizations or the government for instance does certain things that are in contrast to the beliefs held by the customers. Governments for instance have ways in which they implement certain things. In buying out land from private individuals, they usually have extremely low rates that they use to compensate such persons. This in turn leads to a conflict since many at times, governments identify land and take it without even asking for a mandate from the owner. Governments take such land and compensate the landowner later. The pricing and nature of payment has been an area of controversy when dealing with customers throughout many organisations.
Employees at times have problems with customers when customers feel neglected. Client service is the paramount way in which organisations and clients interact. It is during such times that organisations assess the suitability of employees for the job and ingenuity of the customer. In instances where the employee is rude or disrespects the customer, the organisation is bound to suffer. This rude attitude towards the customer only serves to enrage the customer who might go ahead and sue the organisation and further still stop whatever relations he had with the organisation. This leads to a loss of clients and potential customers.
Organisational culture has often been attributed to the conflict that arises within the customer organisational dichotomy. Differences in the principles of behavior within the organisation will put off potential clients and in a worst-case scenario cause conflict between customers and the organisation. Tribalism, nepotism, corruption and sluggishness to duty for instance are components found in organisational cultures. These have a way of bringing conflict to the organisation.
Organisations have to address issues relating to customer satisfaction and minimize conflict. This reduces the potential for negative effects arising from such conflicts. Some of the negative implications include loss of customers, diverting time along other resources from the main issues in the organisation, a bad reputation and delaying decisions (Afzalur 2010).
References
Robert L. et al (2010). Human Resource Management. Jackson. Cengage Learning.
M. Afzalur. (2010). Managing conflict in organizations. Transaction Publishers