HR40027E: Amex Logistics Stakeholder Relationship Management Report

This report provides a comprehensive analysis of stakeholder relationship management within Amex Logistics Limited. It begins by defining stakeholders and their importance, differentiating between internal (employees, managers) and external (customers, suppliers) groups. The report then explores the significance of stakeholder relationships for business sustainability and profitability, emphasizing the role of employee satisfaction and motivation. Key strategies for effective relationship management are recommended, including valuing stakeholders, conflict resolution, and fostering a positive work environment. An action plan is presented, outlining weekly activities, resources, and success criteria to improve employee relations. The report concludes by assessing the impact of these strategies on the relationship between management and employees, highlighting the potential for increased productivity, improved working culture, and enhanced organizational flexibility. The report also acknowledges the company's strengths and weaknesses, providing an overview of the organization's global presence and stiff industry competition. The report references various academic sources, including journal articles and books, to support its findings and recommendations.

Amex Logistics Limited

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Importance of stakeholders and their role in effective relationship management.......................3
Recommended strategies for relationship management in the organization...............................4
Action plan...................................................................................................................................5
Impact of recommended strategies on the relationship between management and employees...6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................1

INTRODUCTION
Amex logistics limited is a business organization offering diversified transportation
services to the customer. The organization is mainly based in UK but its operations are not
limited to one country. The organization operates globally in various regions across the globe.
Following report will be evaluating the relationship management area of the organization
and its implication across the established business of the company in different parts of the world.
Further on, the report will be analysing importance of stakeholders, their role in relationship
management, strategies for the management of interrelations, action plan for the same and the
impact of action plan on relationship between employees and managers.
MAIN BODY
Importance of stakeholders and their role in effective relationship management.
Stakeholder refers to the parties that have stakes in the firm that means they have a major
or minor impact on the organization irrespective of the areas in which the impact can be seen.
There are two types of stakeholders of the firm that is internal and external stakeholders. Internal
stakeholders refers to the government, supplier, customers, competitors etc. the list of internal
stakeholders of the organization includes employees, managers, board of directors, low line
workers etc. Relationship of the firm with both type of stakeholders for gaining higher levels of
profits and to gain higher sustainability as well (Migdadi, 2020). Good relations with the
stakeholders makes them more involved in the organization and a feeling of belongingness is
being developed.
Managed relationship with the external stakeholder helps the firm to get more and more
business as their reputation among the stakeholders acts as marketing for the firm. The word of
mouth marketing increases the business opportunities for the organization. Business can achieve
higher success if the goodwill of the firm is higher as it makes an impression of the brand.
Customers are one of the most important stakeholders for the organization so the customers
relations are also of high importance. Customer relations can be built if they are satisfied with
the services of the company and it automatically leads to profitability for the organization.
Internal stakeholders are also important for the organization as the business activities are
directly influenced by their characteristics and behaviour towards the firm. Internal stakeholders
of Amex that is mainly their employees and workers has to be treated in a manner which can

encourage them to perform their job roles perfectly. The employees in the organization are
divided into distinct departments performing different job roles to achieve profits for the
organization through combine efforts. Many aspects of employee satisfaction is also highly
important for the organization to focus on as it increases their creativity and productivity which
is reflected in the work they do.
HACKMANS MOTIVATION THEORY
This work is delivered to the customers or contributes to the product delivered. Motivated
workforce in the organization can help in achieving higher satisfaction of the customers as the
quality of the work can be increased (Dewnarain, Ramkissoon and Mavondo, 2019). Some of the
internal stakeholders also plays an important role in the decision-making process of the
organization as they are involved in the managerial activities of the firm. Relationship
management with these employees can help the organization to take accurate and perfect
decision in different situations which can increase sustainability of the organization.
Recommended strategies for relationship management in the organization
Various strategies for maintaining effective relationship management in the organization is
being discussed below:
Value them as much as you expect to get from them.
The organization has to values the stakeholders as much they expect top get from other
side. This can maintain healthy relations between employees, management and other
stakeholders of the organization. It will increase the overall value of the organization as every
stakeholder involved will be respecting the values of each other.
Strategy to resolve the conflict
the management can enforce various strategies to improve employee engagement in the
organization through improvement in the working culture. Managers can implement various
strategies that respects the equality and morality in the employees. Many activities can be
planned by the management to make the internal stakeholders of the organization that is its
employees comfortable with each other. These can be group activities with can increase the
coordination among employees which can ultimately lead to improvement in the working culture

of the organization (Gil-Gomez and et.al., 2020). This can increase the productivity as well
because of the coordinative behaviour developed between employees. The engagement of
management with employees in such activities can help in developing a friendly environment
ion the organization which makes the employees comfortable and their productivity can be
increased.
Action plan
objective Resources and
methods
Time frame Success criteria
Weekly activities Materials and
accessories for
conducting such
activities will be
needed. Participation
from every department
will be mandatory.
It is a frequent and
regular activity that
will be done at least
once in a week to
develop and maintain
employee relations.
The success will
measure in term of
reduction in disputes
and conflict in the
organization.
Team assignments Technological
resources and human
resources will be
needed to direct group
activities in the
organization.
Employees will be
directed to work
collaboratively to
achieve the work
assigned to them in an
group which will be
led by a leader.
Team work will be
assigned at least once
per month to maintain
collaborative and
cooperative nature of
the employees and
management.
The quality of the
work produced by the
team will be the key
indicator that will
depict the success of
relationship
management in the
organization.

Frequent informal
sessions with different
stakeholders
Spacious area,
communication
facilities,
accommodating
facilities will be the
resources that are
needed to conduct the
informal session
between management
and stakeholders. This
meeting will
frequently between
management and
internal stakeholders
to maintain employee
and emp0loyer
relationship. Sessions
with external
stakeholder will be
done once in a quarter.
This objective is
aimed to achieve till 5
years.
Goodwill of the firm
and employee
retention rate will be
the key indicators for
measurement of the
success of this
strategy.
Impact of recommended strategies on the relationship between management and employees.
Above recommended strategies will help the organization to improve the overall working
culture of the organization by focusing of the psychological behaviour of both employees and
management as well. Employees can be motivated by developing a sense of belongingness to the
organization in their mindset which will increase the productivity of the organization. The
organization can develop values between employees and management by following the above
mention strategies as these strategies are aimed to develop a friendly and respectful behaviour in
the organization which can help Amex to increase the quality of the work that can uplift the level
of profits for the firm (Baashar and et.al., 2020).

Arise of conflict can be decreased because of the good working culture as it leads to
higher understanding among the organization. Management can also approach employees to
discuss any uncomfortably with the decision which can develop as valuable nature in the
organization and the higher management will become more respectful. Employee engagement in
various process of the organization can be increased which will develop a feeling of pride in the
employees as they will be valued by the management. This employee engagement can help the
firm to gain higher sustainability by increasing he flexibility of the organization to surpass any
situation.
Focus on mental health of the employees can be depicted through the strategy which can
help in balancing the professional and personal life. This can make employees more productive
and the quality of the work produced by them can increase eventually. Moreover, these strategies
are formulated through the focus of developing trust and confidence between management and
employee which can maintain harmony in the organization and various organizational objectives
can be achieved (Belyaeva and et.al., 2020). The ultimate goal of these strategies is to depict a
plan which can help the organization to achieve its objectives without disrupting the rights of
employees.
STRENGTH- global presence of the business is their biggest strength through which wide
customer base in being targeted that gives higher profits to the firm.
Weakness- stiff competition in the industry is the major weakness of the organization that
impacts the profitability and survival of the firm.
CONCLUSION
From the above report, proper structure of relationship management in Amex limited has
been concluded which enlightened various aspects of the respective concept. The importance of
stakeholders has been discussed as how they contribute to the organization. This included both
minor and major role of stakeholder in the relationship management of the firm and has shown
how much it is important for the firm to maintain good relations with stakeholders. Relation
management strategies has been recommended for the organization to improve reputation and
goodwill. Impact of the recommended strategies to the organization has been mentioned which
has depicted how it can improve relationship between management and employees which can
increase the productivity of the workforce.

REFERENCES
Books and journals
Baashar, Y. and et.al., 2020. Customer relationship management systems (CRMS) in the
healthcare environment: A systematic literature review. Computer Standards &
Interfaces. 71. p.103442.
Belyaeva, Z. and et.al., 2020. Unpacking stakeholder relationship management in the public and
private sectors: the comparative insights. EuroMed Journal of Business.
Dewnarain, S., Ramkissoon, H. and Mavondo, F., 2019. Social customer relationship
management: An integrated conceptual framework. Journal of Hospitality Marketing &
Management. 28(2). pp.172-188.
Gil-Gomez, H. and et.al.,2020. Customer relationship management: digital transformation and
sustainable business model innovation. Economic research-Ekonomska istraživanja.
33(1). pp.2733-2750.
Migdadi, M.M., 2020. Knowledge management, customer relationship management and
innovation capabilities. Journal of Business & Industrial Marketing.
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