четверг, 31 января 2013 г.
среда, 30 января 2013 г.
вторник, 29 января 2013 г.
понедельник, 28 января 2013 г.
воскресенье, 27 января 2013 г.
суббота, 26 января 2013 г.
OIC.Ltd.Investigation of organising process.
1.
REPORT
Introduction:
Office & Industrial
Cleaners Ltd was founded in 1982 by Frank McEwen. In over 30 years-period the
company built up a large client base in the greater Dublin area. The business
usually focuses on the long-term and short-term accomplishments.
One of the OIC's
strategic approaches to obtaining a strong client base is to attract, train and
retain high calibre staff.
With its head office
based in Dublin 11, OIC employs Management Team of six (2 Head Managers, 2
Department Managers, Administration Officer and Accountant) and working force
of over 500 people. The company splits onto two departments: Office Cleaning
Department and Industrial Cleaning Department. Management Team reports on regular
basis to two head mangers.
1. To investigate
implemented organising process in work environment of OIC, Ltd through all five
steps:
·
division of labours;
·
delegation of authority;
·
departmentalisation;
·
span of control;
·
co-ordination;
2. Examine the
efficiency of organisational structures and accomplishment of company's goals.
3. To make appropriate
recommendations.
Methodology
In
order to compile information for this work the following techniques were
involved:
1.
Company's handbook, service and
condition of employment and issues records were examined;
2.
Managers of industrial and office
departments were interviewed face to face.
3.
The staff of 10 members from both
industrial and office departments were interviewed.
Note: Two visits were paid to Office & Industrial Cleaners, Ltd, which is located
at Rosemount Business Park, Dublin 11. The dates were mutually agreed with the
head manager. These were: 12/12/12 and 20/12/12. Upon
both travels to the Business Park, I carried out face-to-face conversations,
which lasted approximately 2 hours per day (10 - 25min with each supervisor or
manager)
Two types of questionnaires were
introduced to the employees. Questionnaire I, concentrated on the
responsibilities of the management team, was handed over to all managers and
supervisors, where Questionnaire II, concentrated on the performance of the
Operatives was emailed to the staff of 20 Cleaning Technicians, who willingly
agreed to co-operate with this research. All names were kept off the record. The
questionnaires were emailed on December 14, 2012. Only 13 technicians replied
back.
All references and information
collected as a result of face-to-face conversations and email responds was
viewed by the head manager A and verbally approved for disclosing on December
22, 2012.
Findings
Upon my both visits to
the head office and conducting face-to-face conversations with the managers and
supervisors as well as relying onto the email responds received from Cleaning
Technicians (CTs) it was found, that:
1. On entering a
contract the managers initially examine plans and duties poorly and
superficially determine the work activities necessary to accomplish contract. "Quantity
needed to perform work often excesses the time given for cleaning"
(Manager B). The above mentioned leads to a loss of efficiency and limited
effectiveness of Operatives and CTs performing their cleaning works.
2. Division of labour
on entering a contract is done unevenly that leads to frustration among Operatives
and CTs;
3. While the contracts
served, there are no continuous examinations of accomplished work and duties. As
Supervisor A stated: "Number of tasks may increase" while the time of
work remains the same. Such submission of new errands by organisation-client
results in confusion among employees and changes in priority of carried out
works (the tasks that haven’t been previously listed on the contract now become
an essential part of the everyday routine hence CT becomes confused with regard
to what he/she should perform first);
4. Managers do not assign tasks to CTs individually,
at the same time not giving them the correct amount of authority to accomplish
work (according to CT A), so employers have responsibility for the tasks,
outcomes but little authority;
5. There is no or very
poor monitoring of employees' performance, which with excessive delegation of
authority (in some cases) leads to deterioration in quality of work and
violation of working hours;
6. All questioned managers
explained that some employees accept authority but forget about responsibility
and accountability. "Sometimes they even are impossible to accept delegation
of authority" as stated supervisor C. This may cause disbalance in supply
process of cleaning staff;
7. As one of the CTs stated:
"there is lack of communication between supervisor and operative"
meaning that there is no direct or particular scheme of reporting about performed
tasks and contracts. Chain of commands is broken and very often employees do
not know who should report to whom. All this results in misunderstanding
between levels of the organisation as well as in violation of cleaning staff
supply. To explain this Manager B stated that most tasks are delegated and
reported "informally by a mobile phone";
8. Despite the fact
that the organisation consists of only two departments: industrial cleaning and
office cleaning departments, communication between them is week . Managers rely merely on their departments'
employees. Such relationship sometimes causes difficulties in covering sick
people or those who are on holidays;
9. Span of control
within the organisations is very wide that with absence of well established
sets of Standard Operating Procedures causes misunderstanding between managers
and employees. Managers do not know subordinates personally. It was also
mentioned by one of the CTs that often managers do not know if a selected
individual possesses the skills and capabilities needed to complete the task
(based on the respond of CT G).
10. There is a lack of
informal groups within OIC, ltd which expresses in poor formal communication
and understanding between employee and manager;
11. In question 5 of
questionnaire II, over a half of CTs had mentioned that the constant changes of
managers, particularly supervisors, have a bad impact onto operatives.
"they come and leave" expressed his negative respond one of the CTs,
meaning that a new manager on joining the company needs some time to learn
employee's profile, meanwhile those CTs who have some difficulties with
performing one or another task have to do those task after all (in a case when
CT has some health implication with his/her back and cannot perform lifting
operations, however because new manager is not yet aware of this, the manager
still assigns CT to perform this type of work)
12. Section 1g of The
company Handbook, where it explains matter on remuneration, there is no
mentioning of reward system that could be implemented among the personnel of the
company .
Recommendations
Based on gathered
information concerning the issues that rise within OIC, ltd I would advise the
following:
1. Entering
any contract managers must carefully examine place and duties and determine the
work activities for every contract. Also they must carry out examination of all
already existing contracts;
2. Managers
should provide a clear division of labour, splitting the job equally or
proportionally to working hours before the first visit by CT to the cleaning
site;
3. They
should control changes and additions to existing contracts. For instance extending
working hours if necessary or reducing quantity of the required works that has
to be performed ;
4. They
should clearly explain tasks to employees, giving them a certain amount of
authority to accomplish the work;
5. Mangers
should determine the horizontal (co-ordinating) hierarchy of relationships
between them and the staff;
6. They
need to meet all subordinates personally. Monitoring of all performing
employees must be carried out immediately and managers have to keep to exiting
schedule of monitoring;
7. The
managers need to make sure that employees know that they are ultimately
responsible for conducting specific task. Managers also should ensure that
employees accept responsibility and know that they are accountable for their
work and activities at the cleaning site;
8. They
should develop and arrange clear and easy system of reporting and communication
with employees in order to improve the process of delivering the ordered
cleaning staff in time as well as be aware of any done or not done job;
9.
Managers should provide rewarding scheme
to CTs and operatives for successful outcomes;
10.
They should encourage appearance of
informal groups within the organisation in order to spread the information among
all CTs and Operatives in a faster way.
Conclusion
It would be advised for
the head managers to:
·
Narrow the span of control;
·
Appoint at least two new managers, one
for each department;
·
Provide and encourage more close relationship
between departments;
·
Develop a system so to retain the
employees of management team, with the same reduce implications with regard to
relationship between manager and a worker.
2.
DESIGNNG & EMPLEMENTING SYSTEM
Based on the OIC, Ltd
handbook the company enters the contract in the following way:
·
Managers examine information about the
organisation-client (concerning the cleaning demands, working hours, etc);
·
They give all gathered information to
the head managers who decide whether to proceed with entering the contract or
not.
Also, based on the
compiled report within OIC, ltd (see above) there was designed, documented and
implemented procedure to deal with the management issues described in the
report.
System
Implementation
Firstly, in order to
relieve pressure on managers as well as to narrow span of control I would
recommend the company to hire two more managers, one for each department.
Secondly I would recommend introduce the developed system (outlined above) to
all mangers as soon as possible.
During the first few
weeks the newly hired managers should enter a contract under the supervision of
more experienced colleagues in order to develop confidence and skill on
practice. Having a potential contract ready for negotiation managers must
carefully examine conditions of work and time proposed by organisation-client.
Also OIC must check next points:
·
To be sure that the business, they are entering
in a contract with, is registered in the state;
·
Ways of payment;
·
To find out what is the exact service,
which OIC will proved for client (managers of both organisations should be sure
that they are talking about the same type and quantity of work);
·
To specify exact time, frames for
delivery of the service, procedure and time for correcting a service mistake if
such one will occur;
·
To specify who will be doing the service
and their credentials.
If all points are
agreed, managers should pass the contact to head managers in order to acquaint
and sign it. If some disagreements arise about the contract the managers should
negotiate such issues as: quantity of work (if some part of work can be
cancelled) and frequency of work (if some work can be done evenly) and so on.
When issues are solved
head managers get the contract to sign it. If there are still some
disagreements the contracts should be suspended.
Once the company enters
the contract, managers should introduce employed personnel to the contractor,
split work in equal parts between employees, explaining tasks to CTs personally.
Next task for the
manager is to delegate employee in order to save some time and provide maximum
flexibility in meeting customer needs;
If the employees accept
responsibility, they should be given authority and freedom to contribute ideas
and their jobs in a best possible way. If not, their work should be frequently
monitored. As the contact comes to an end or at the end of calendar year all
succeeded CTs and Operatives should be rewarded according to their productivity
work and level of their independence; how well they made their decisions and
how well they responded to problems throughout a year.
Employees who had working
issues during contract will have to pass specific trainings in order to
increase their productivity.
Organising must be a
carefully worked out and applied process. Therefore in order to maintain
designed and implemented procedure to be effective, it should be reconsidered
and amended at the end of every year on the basis of new appeared issues and
changes in the business.
Management
Skills Demonstration
By implementing and
using the mentioned above system, the management of OIC will demonstrate:
·
Ability to work on their own initiative
and be able to work under pressure when they negotiate contracts;
·
Be able to work as a part of a team when
it comes to inter-department relationship;
·
Communication skills with customers and
employees by doing monitoring of work;
·
Flexibility, reliability and punctuality
on meeting client, doing work monitoring;
The system applied by the OIC management
will gain:
·
respect of employees (because everyone
wants to be known and heard);
·
respect of current or potential clients
(because they have flexibility and desire to negotiate contracts and skills to
defend their interest, when it is required);
·
sympathy because of the scheduled monitoring,
which shows the company and its managers are interested in the contract.
As a result of all
proposed above actions I believe OIC, Ltd will become more compatible among the
other cleaning companies within the Dublin area as well as it will increase its
sales rates.
пятница, 25 января 2013 г.
четверг, 24 января 2013 г.
вторник, 22 января 2013 г.
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