Introduction to Organisational Management: A Comprehensive Report

This report provides an in-depth analysis of organisational management, focusing on the critical roles of Human Resource Management (HRM) and Customer Service. It explores the key aims of HRM, including enhancing productivity, fostering effective communication, developing employee skills, and embracing ethical practices. The report delves into HRM functions like planning, organizing, directing, and controlling, alongside practices such as recruitment, training, compensation, and performance appraisal. Furthermore, it examines the aims of customer service, emphasizing customer satisfaction, first-time resolution, emotional connection, and cost control. The report also highlights how effective organizational structures, particularly hierarchical structures based on function and geography, positively contribute to achieving business success. Overall, the report offers a comprehensive understanding of how these elements intertwine to drive organisational effectiveness and achieve business objectives.

INTRODUCTION TO
ORGANISATIONAL
MANAGEMENT

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
PART - A.........................................................................................................................................1
Key aims of Human resource management and Customer Service.............................................1
Effective structure positively contributes in success of an organization.....................................2
CONCLUSION................................................................................................................................3
REFERENCES................................................................................................................................4

INTRODUCTION
Organisational management refers to the process of planning, directing and structuring
the members of the business. To make profit out of business is a prime motto of any
organization. Thus, management of people are crucial for increasing profitability of the business.
Human resource management means effective and tactful management of the people in an
organization. Through this an enterprise is able to achieve its business mission. Customer service
means fulfilling the needs of the business. The employees need to adjust with the customers in
order to serve them better. Through this customer satisfaction in the company get increased.
The project report will demonstrate key aims of the human resource management and
customer service. It will provide an understanding of main functions in the organization.
Furthermore, it will explicate how an effective structure could positively contribute towards the
organisational goals and objectives. This will provide an understanding of concepts, models and
structures in company. Lastly, study will provide conclusion.
PART - A
Key aims of Human resource management and Customer Service
Human resource management term itself derives that tactful management of the
workforce in the organization. Through managing people efficiently in an organization the
company is able to gain profitability. The human resource department exist to cope up with the
issues of the employees such as compensation packages, health insurance and training. By using
human resource management tactics HR professionals are able to gain long term engagement
from the employees. HR managers use various HRM practices for improving overall efficiency
of workforce in an organization.
Objectives of Human resource management
 To define a structure to increase overall productivity of an organization. Through
recruitment and selection process human resource department is able to hire right talent
in their company (Hornstein, 2015). As HR department captured top talent that they need
in their organization structure. Thus, they are able to nurture their staff skills and also
able to increase the returns which they invested in their human capital.
 To develop effective communication and coordination in an organization. HR department
facilitates socialization at the workplace. It is prime duty of HR professionals to ensure
that staff which they hired are capable enough to achieve the corporate objectives in a
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wider sense, They give them a framework through which organization leads towards
success. HR work is to foster the hierarchy that is able to communicate between the
departments in an effective manner. Smooth flow of communication is much more
needed to maintain coordination at the workplace.
 To dedicate the time in finding the best staff and developing their skills. Through
acquiring new skills at the workplace employees are able to perform at their optimum
level. To increase the output from them, it is crucial to give them training. Thus, HR
professionals work is to improve the inherent skills of the staff as well as developing
some extraordinary skills that is required in the organization. Recruiting the best talent
can be an asset for the organization (Hersey, Blanchard and Johnson, 2007). Through
hiring the right staff the organizational productivity get increased.
 To embrace ethical and societal developments. HR professionals are also conscious about
the societal and rapid cultural changes in the organization that affects the work
environment. HR department brings technological change at the workplace. This helps to
increase the efficiency of the employees. It helps to explore the new methods of working
at the workplace (Gillis, Johansen and Vivek, 2018). Employee enjoys the work in the
organization when they are facilitated with the change that is in their favour. Thus, HR
professionals try to bring a change that is helpful for the organization to gain competitive
advantage. The overall development of the employees helps to derive organizational
success.
Functions of Human resource Management
 Planning – HR manager needs to plan ahead for their subordinates. It is crucial to get
things done from the employees. Planning includes establishment of the organization
goals and adopting the best procedures in order to reach towards the goals. The effective
managers are tended to devote the substantial time in planning (Functions of HRM,
2016). In these the managers formulate strategies that help the company to achieving
their goals and objectives.
 Organizing – After the establishment of the goals. The HR manager of the organization
delegates roles and responsibilities to the employees on individual basis. Through this the
employees are able to know what work needs to be done by whom. By distributing the
tasks among the employees the company is able to complete the tasks on timely basis.
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The chances of confusion get minimized. The work is being done in coordinate and
synchronized manner.
 Directing – HR managers has made the plan. Thus, to implement the plan in the
organization,. They direct the employees in order to get things done from them in correct
manner. As the employees receive proper guidance from the manager. Thus, they are able
to perform the tasks in correct manner (Ginter, Duncan and Swayne, 2018). This is the
stage where managers build good relations with the subordinates. They adopt various
measures so that employee's morale get boosted, and they started working by using their
full potential.
 Controlling – It refers to regulating the activities in the organization. It is one of the
important function of HRM, The managers observes that employees are performing in
right manner or not. If they find that one of the employee is not performing better than
they find measures to improve their performance level. This is the stage where HR
professionals evaluates the employee's performance. They find measures to make further
improvements in the area where they are lacking behind.
Human resource management practices and aims
 Recruitment and Selection – Selection and recruitment practices are helpful for
achieving the organizational mission. The sufficient manpower is needed to accomplish
the tasks of the organization on timely basis (Functions & Practices of Human Resource
Management, 2019). Workforce requirements are mandatory in any organization in order
do activities related to marketing, production and sales. Thus, the HR department of the
organization hires the top talent by selecting the best candidate through conducting
interview round in an organization.
 Training and development – This is the primary work of any HR professionals to make
the employees well versed with the job. Training is giving to the new recruited
employees as well as existing employees. The training is being given to improve the kills
of the existing employees and for new recruited employees it is being given to provide
them familiarity with the organizational culture. Through conducting training program
the existing employees are able to increase their chances to being promoted. The purpose
of giving new recruited employees training is to make them well-known with their job
roles for fulfilling the obligations in the organization.
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 Benefits and compensation – The timely benefits is being given to the employees in
order to increase their morale in the organization. If they feel motivated than they are able
to perform in appropriate manner. Thus, through this organizational productivity get
increased. This compensatory benefits are given to the employees by identifying their
potential and capabilities. The worth deserving employees gets this benefits. This may
includes salary increment, bonuses and fringe benefits.
 Performance Appraisal – The employees get appreciated for the work which they have
done in the organization. This is much more needed to boast the confidence level of the
employees. This may include promotion of the employees if they outperformed in the
company (John Wiley & Sons. Steiss, 2019). If they get appreciated for what they have
done in the organization than they perform even better next time. Thus, this is helpful for
improving the overall productivity of the organization.
Aims of Customer service
Customer service aim is to increase customer satisfaction in the organization. It is a
crucial aspect of any organization to retain their customer. Thus, this can be done through
providing superior service to the customers, Aims of customer services are defined as follows -
 First connectivity resolution – To resolve customer queries and problems for the first
time is the objective of any firm. This refers to the key indicator that measures the
customer satisfaction in the organization (Press.Keegan, Ringhofer and Huemann, 2018 ).
If the customer contact in the company for the second time than it means that customer
satisfaction is being reduced by 10% in the organization.
 Emotional connection building – The customer service aims to build healthier
relationship with the customers. By building emotional connection with the customers the
firm is able to retain customer towards their organization (Tapping and Shuker, 2018). As
per the research the customers feels to pay more than they are facilitated with the superior
customer service experience. This is helpful in improving the goodwill of the
organization.
 For preventing the issues in future – The customer services focuses on resolving the
customer's future issues. Through explaining the products in detail. The organization is
able to cope up with the customer queries by providing them product details prior. This is
helpful to minimize the call which is related to complaints of customers. Now in
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companies the smart CRM system helps the agent by suggesting them to providing
additional information to the customers based on their past interactions, profiles and
preferences.
 Cross Selling and Up- Selling - To generate more revenues, it is essential to satisfy the
customer needs (Berman and et.al., 2019). By introducing various products the company
is able to solve the customer problems, to prevent from the future losses cross selling is
helpful. CRM software's are helpful to give agents information about the customer
preference. The agents are able to suggest customers about the products in which they are
interested to purchasing.
 Voice of customer input – VOC are helpful for the organization in order to make
decisions regarding customers, product and marketing strategies. VOC provides the
information related to the customer choice and preferences (What Are Good Customer
Service Goals? 2019). The customer feedbacks are helpful for making further
improvements in company products. One of the customer service goal is to gather
customers data. For improving the customer services VOC is helpful.
 Increasing the sales – By proving the customer’s superior services the firm is able to gain
customers interest towards them. It is primary objective of the organization to increase
customer satisfaction. Through satisfying the customer needs, organization is able to
increase its sales. Through this eventually the profits of the company get increased.
 Controlling business costs – The customer services must be effective to cut down the
business costs. If the customers are not satisfied from the products then the replacement
cost will be incurred (Hersey, Blanchard and Johnson, 2007). The costs of the business
get increased if the customers are continuously exchanging the products in the company
then costs of the business get increased.
Effective structure positively contributes in success of an organization
Effective organizational structure helps to achieve the organizational success. Various
types of business structure are discussed as follows -
Hierarchical structure - It is one of the most common structure. The employees have one
common supervisor which is head of the departments. Grouping is being done on the basis of
few products. Various models is derived on the basis of few factors -
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 Function – The employees are being grouped on the basis of the functions which they are
providing (Functions) includes, finance, technical and Human resource. On the basis of
the functions employees work in the organization (Gutierrez-Gutierrez, Barrales-Molina
and Kaynak, 2018). Thus, they are able to achieve the organizational goals on timely
basis and work is being distributed among them as per their specialization. This leads
organization towards success.
 Geography – On the basis of the regions, employees is being grouped. Multinational
companies grouped their employees on the basis of their geographical location. The
employees can efficiently manage their work from the overseas through geographical
structure. Thus, this drives organisation towards success.
 Product – Groups is being divided on the basis of the services and products they are
providing. If the company offers various types of products to their customers than they
are sub divided on the basis of product specialization. This maintains co-ordination and
synchronization between the work. Thus, the overall productivity of the organization get
increased and firm leads towards success.
Figure 1 Hierarchical structure
Divisional structure – Each organization function is divided on the basis of geographies and
products. Business resources are efficiently managed in this type of the structured. Work is being
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distributed separately to each department. There is interdependency in the decision-making. This
is time savage structure. For taking any decisions the employees does not need to ask managers
every-time (Ginter, Duncan and Swayne, 2018). They are able to take quick decision in the
adverse circumstance. Thus, the organization is able to increase its profitability by adopting this
structure.
Figure 2 Divisional structure
Flat structure – This type of organizational structure is generally adopted by the small firms.
Elements of middle management is being eliminated in this structure. This leads the organization
to take decisions more quickly. The work is relatively transparent of the small companies. Thus,
this type of organizational structure is helpful for the small companies to drive their business
towards success.
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Figure 3 Flat structure
Matrix structure – The people of the similar skills comes together in this type of structure. As
per the specialization the employees are divided into the groups. People of the correspondent
skills comes together (Huemann, Keegan and Turner, 2018). Thus, they are able to work in
efficient manner. Employee uses there creative skills when they get chance to work with the
people of same interest. Thus, this leads to increase the overall productivity of the organization.
Figure 4 Matrix structure
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Network structure – The departments of the organization is interlinked with each other under
network structure. It is helpful in visualizing the external and internal relationships between the
top-level management and managers. This type of the structure is more flexible. Network
structures are decentralized (Tapping and Shuker, 2018). The structure mainly relay on the open
communication. The employees have more control upon the decision-making of the
organization. Thus, there motivation level get increased in the company. Therefore, they are able
to perform at optimum level. Hence, organizational profitability gets increased.
Line organizational structure – It is one of the simplest structure. The authority and power
flows from the top to bottom. The communication flows from the top to the bottom. The decision
making power is in hands of the top management. The decisions are being made independently
by line officers under this organizational structure. There is stability in the organization. Thus,
the business leads towards the success.
Figure 5 Line organisational structure
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CONCLUSION
It has been concluded from the above project report that organizational management
means managing the workforce in the organization. Human resource management refers to the
tactful management of the workforce in the organization. It has been summarized that customer
service focuses on the increasing the customer satisfaction in the organization. The functions of
the HRM is planning, controlling, organizing and directing.
It has been concluded that aims of the HRM are the recruitment and selection, Training
and development, Benefits and compensation and Performance Appraisal. It has been concluded
that by improving the customer service in the organization, the firm is able to take competitive
lead.
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REFERENCES
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service: Paradoxes, processes, and problems. CQ
Gillis, W., Johansen, D. and Vivek, S.D., 2018, May. Differentiating Customer Engagement and
Customer Participation in Service Marketing: An Abstract. In Academy of Marketing
Science Annual Conference. Springer, Cham.
Ginter, P.M., Duncan, W.J. and Swayne, L.E., 2018. The strategic management of health care
organizations.
Gutierrez-Gutierrez, L.J., Barrales-Molina, V. and Kaynak, H., 2018. The role of human
resource-related quality management practices in new product development: A dynamic
capability perspective. International Journal of Operations & Production Management.
38(1). pp.43-66.
Hersey, P., Blanchard, K.H. and Johnson, D.E., 2007. Management of organizational behavior.
Upper Saddle River, NJ: Prentice hall.
Hornstein, H.A., 2015. The integration of project management and organizational change
management is now a necessity.International Journal of Project Management, 33(2),
pp.291-298.
Huemann, M., Keegan, A. and Turner, R., 2018, September. Human resource management in the
project-oriented organization. Project Management Institute.
John Wiley & Sons.Steiss, A.W., 2019. Strategic management for public and nonprofit
organizations. Routledge.
Press.Keegan, A., Ringhofer, C. and Huemann, M., 2018. Human resource management and
project based organizing: Fertile ground, missed opportunities and prospects for closer
connections. International Journal of Project Management. 36(1). pp.121-
133.Goodman, J., 2019.
Tapping, D. and Shuker, T., 2018. Value Stream Management for the Lean Office: Eight Steps to
Planning, Mapping, & Sustaining Lean Improvements in Administrative Areas.
Productivity Press.
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What Is A Tall Hierarchical Structure.2018.[Online].Available
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