Organizational Analysis

ORGANIZATIONAL ANALYSIS 1
Organizational Analysis
Student’s Name
Professor’s Name
Couse
Institution of Affiliation
Date

ORGANIZATIONAL ANALYSIS 2
Organizational Analysis
At one point in an organization's existence, it is bound to face challenges that affect
its overall operation. In the case of financial institutions, regular monitoring is required to
ensure adherence to process and regulation while guaranteeing customer satisfaction.
Organizational culture and effective management dictate the mode in which employees
perceive the company. Hence to rectify any failure in the banking system, it is vital to begin
by changing and streamlining its management structure and culture. This provided the needed
components that guide the operation principles of an organization, thus increasing the
company productivity and service deliveries to their customer.
Deductions from problem identification section highlight that most employees are
unaware of the role they hold in the organization. A clear set organizational structure is
essential in reducing overlap of authority and also provides a defined channel of custody and
reporting across the organization. Clearly defined roles increase the accountability of the
responsible party thus every employee from top management to the lowest level should
understand the duties assigned to them in the organization so that they can be held liable for
any failure in their sections (Nicholson, Pugliese & Bezemer 2017). The institution can,
therefore, adopt a system that requires staff members to confirm their understanding of their
roles in the organization hence enabling them to commit in achieving these goals.
Similarly, the business should conduct regular appraisals of the workforce to
determine members that are competent to continue working in the organization. More
adapting Management by Objective (MBO) technique, which evaluates employee
performance based on their accomplishment of certain goals can be used as a short-term
measure (Islami, Mulolli & Mustafa 2018). The assessment incorporates sessions which
allow the evaluation of employees’ performance while pointing out areas that need
improvement. For instance, key performance indicators (KPIs) such as accuracy in task

ORGANIZATIONAL ANALYSIS 3
completion, effective communication, turn-around time and the number of complaints against
the employee can be used to determine the suitability of the worker to his role. To boost
employees’ motivation and morale, high performing workers can be given incentives that will
encourage them to improve their services with the hope of getting the same reward during the
next appraisal period (Gallani 2017). Assessing all aspects of performance indicators ranging
from ethical conduct to productivity promotes healthy competition that collectively enhances
the organizational image and brand.
Owing to the multi-departmental nature of the financial institution, leaders selected
for different departments should have set targets that they intend to achieve after a set period.
They are also required to understand who they are answerable to allow smooth decision
making and communication. Properly defined hierarchical structure helps minimize conflicts
that may arise from reporting procedure and processed. The method of adopting departmental
targets that align with the overall business goals helps respective sections engage workers
who might provide insight into process changes that are beneficial to the firm. A
transformational leadership strategy is encouraged at the departmental level since it allows
leaders to become role models, thus smoothly guiding their subordinate towards set standards
(Ikinci 2014). It also enables leaders to become conversant with the daily processes hence
making it easy to set targets based on both personal and employee input. Consequently,
adopting a multi-level leadership strategy helps accommodate different dynamics that are
unique to various sectors in the organization, allowing them to achieve their objectives
concerning the overall set by the top management.
The customer is the most critical person in the organization and determines the
success or failure of the company. In light of irregular charging of customer, it is prudent for
the banking services to be streamlined. This is only possible through identifying, evaluating,
developing potential solutions, and implementing proposed changes. The most likely scenario

ORGANIZATIONAL ANALYSIS 4
is the case of technological malfunction, which the only remedy is the upgrade or
replacement of the system to avoid any future occurrences. In the current fast-paced
economy, banks should adopt technology that increases accuracy and also facilitate speedy
execution and processing of customers instructions.
If it is determined that it is due to negligence by staff members, then they should be
held culpable of these misdeeds to prevent any other exploitation of the customers. As a
proactive measure, regular account audits can be initiated to ensure that there are no
unwarranted charges (Vousinas 2015). The review can be backdated to facilitate the reversal
of entries that were erroneously done in an attempt to restore consumers’ confidence. This
should be accompanied by an official message of apology to all the affected clients
acknowledging the mistake and offer an incentive such as waive of monthly ledger fees for a
given period as a show of remorse.
Setting up an effective customer service platform is necessary for enhancing
communication between the bank and customers while appreciating the fact that clients are
the most vital part of the organization. Communication channels provide avenues that the
involved stakeholders can use to resolve any arising conflicts (Ikechukwu, Fidelis &
Celestine 2017). Social media platforms and custom made inquiry and complaint reporting
sites can be used to engage clients and ensure their resolution hence avoiding escalation to
the media. If the timeline is adhered to and the customer is given relevant feedback on the
same, it boosts the customer’s satisfaction with the brand and increases loyalty (Madjid 2016,
p.94; Cambra-Fierro, Melero-Polo & Sese 2016). It also reduces the backlash associated with
ignoring customers’ requests and feedback but instead boost their loyalty to the brand.
Effective feedback channels between the bank and its client enable it to understand
customers’ expectation while getting opinions that can improve service delivery.