...2013 Internal Marketing & Internal Customer Satisfaction Professor: Dr. Ma’moun Akroush Marketing Research Project 19/05/2013 Team Members: Dafi Jaradat Essam Quza Hazem Haddadin Rebecca Odeh Thuraya Talib Contents Executive Summary ................................................................................................................. 2 Introduction............................................................................................................................ 3 Problem Definition and Research Questions ............................................................................... 5 Problem Definition ............................................................................................................... 5 Research Questions.............................................................................................................. 5 Research Objectives ............................................................................................................. 5 Literature Review .................................................................................................................... 6 Internal Marketing ............................................................................................................... 6 Employee Satisfaction .......................................................................................................... 9 Employee Retention and Organizational Commitment ................................
Words: 13546 - Pages: 55
...The Impact of HR Focused TQM Practices on Employee Satisfaction & Loyalty in the Financial Sector of Pakistan Burhan Nawaz Butt, Aamir Daraz, Nauman Imtiaz, Junaid Jameel, Ali Raza, Zunair Akram, Tauqeer Ahmad, Farhat Abbas, Israr Khan Niazi, Javeria Mehmood, Irum Naz Department of Management Sciences, Mohammad Ali Jinnah University, Islamabad, Pakistan Abstract: Introduction: * Research Objectives: * Financial Sector of Pakistan: Literature Review: * TQM and its Importance: It has been argued that the use of TQM practices has a synergistic impact on organizational performance (Schonberger, 1986; Cobb, 1993). Some studies have found that the use of TQM practices reduces manufacturing process variance, eliminates reworks and scraps, and improves quality performance (see Daniel and Reitsperger (1991), Flynn et al. (1995) and Schmenner and Cook (1985). In addition, there is considerable anecdotal evidence (Crosby, 1984; Hayes and Wheelwright, 1984; Gerwin, 1987; Harmon and Peterson, 1990) on the extent to which TQM initiatives enhance the potential for firms to improve their performance. More recently, empirical evidence suggests that there are direct and indirect relationships between the adoption of TQM practices and firms’ performance levels (Hendricks and Singhal, 2001; Kaynak, 2003). Fortune 1000 companies surveyed indicated that firms achieved greatest success when they pursued both TQM and employment involvement simultaneously. Kevin...
Words: 10408 - Pages: 42
...journal is available at www.emeraldinsight.com/0959-6119.htm IJCHM 23,6 The effects of employee empowerment on employee job satisfaction A study on hotels in Turkey Elbeyi Pelit School of Tourism and Hotel Management, Afyon Kocatepe University, Afyonkarahisar, Turkey 784 Received 22 April 2010 Revised 31 July 2010 8 October 2010 28 December 2010 18 February 2011 Accepted 26 February 2011 ¨ ¨ ¨ Yuksel Ozturk ¨ ¸ Faculty of Tourism, Gazi University, Golbası-Ankara, Turkey, and ¨ Yalcın Arslanturk ¸ ¨ ¸ Faculty of Commerce and Tourism Education, Gazi University, Golbası-Ankara, Turkey Abstract Purpose – The main objective of this study is to determine the impact of employee empowerment on job satisfaction. To serve this purpose, empowerment is taken into consideration as two dimensions – i.e. behavioral and psychological – and the effect of employee empowerment on the level of job satisfaction was examined by taking these two dimensions into consideration as a whole and separately. Design/methodology/approach – A questionnaire was employed in order to collect data on job satisfaction as well as behavioral and psychological empowerment. The data collected were analyzed through correlation and regression analyses. The study covered 1,854 participants employed at five-star hotels in Turkey. Findings – The findings suggest that the most positive aspects related to job satisfaction are relations with the colleagues and physical conditions, while the most negative aspect...
Words: 9769 - Pages: 40
...Introduction: Creating a positive work environment within an organisation involves the application of various managerial theories and concepts. Managers must have an understanding of organisational behaviour. Organisational behaviour is the study of what people think, feel and do in and around the workplace. With this in mind, organisations try to create a positive workplace environment to try and aid efficient and productive work from their employees. A positive environment within an organisation can be affected by several factors such as physical location, the quality of relationships with co-workers, how meaningful the work is to the employee, company culture and human resource policies. By analyzing these factors holistically and implementing a range of managerial theories and concepts, organisations can create a positive work environment for their employees. PHYSICAL ENVIRONMENT Although a positive work environment stretches far beyond the physical location and setting of the workplace, the physical environment is the foundation and cornerstone of creating a positive environment. Simple physical aspects such as adequate lighting and ventilation go a long way towards allowing employees to work productively, in an aesthetically adequate environment. Provision of sufficient personal physical space is also central to creating a private and productive workplace for individual employees. When there is a large quantity of workers crammed into a small physical space, it can...
Words: 2607 - Pages: 11
...4002 - Significant conditions in Employees Empowerment: the Case of Jordanian four Star hotels د. ﻳﺤﻴﻰ ﻡﻠﺤﻢ ﺟﺎﻣﻌﺔ اﻟﻴﺮﻣﻮك اﻟﻤﻤﻠﻜﺔ اﻷردﻥﻴﺔ اﻟﻬﺎﺵﻤﻴﺔ 233 Abstract Data from 95 frontline hotel employees in 10 four star hotel in Jordan show strong association between three significant conditions (communication and information-flow, incentives, and knowledge and skill) and employee empowerment. The findings in this research suggest that communication and information-flow, incentives, knowledge and skill and autonomy among hotel service-employees may have a direct and strong impact on the empowerment of hotel service employees. These four conditions accounted for significant variation in the levels of employee empowerment in four star hotels in Jordan. Levels of empowerment seem to further impact the level of employee job satisfaction indicating a significant association. Implications for future research and for management practice are discussed. Introduction In a competitive environment in which organizations must be faster, leaner, provide better service quality, be more efficient, and more profitable, an empowered and proactive service worker is thought to be essential (Bowen and Lawer, 1992; Fulford and Enz, 1995; Bowen and Lawler, 1995). However, delegation of authority for a long period of time in the past, dominated the management field. In fact, this view changed into the “empowerment” concept as mentioned by Kocel (1998). It covers the participation...
Words: 7427 - Pages: 30
...Employee Empowerment MGMT455 Unit 2 Assignment Employee Empowerment By combining many ideas for employee satisfaction employee empowerment is a misunderstood concept that allows managers to lead and control the organization through trust and communication. The method of permitting an employee to act, respond, behave, think, and regulate their work in more independent ways is employee empowerment. A sign of employee empowerment is strong employee communication, which means that management is openly and honestly communicating the aspects of business to its employees. Employee empowerment has positive effects on employee satisfaction, member service, and member retention (Emerson, 2012). The pros of employee empowerment from the perspective of the employee are that they begin to believe that they can regulate their own destinies. Employees begin to take action and make decisions which leads to self-motivation. This type of empowerment leads to the employee being more loyal to the company and making the extra effort. The independence an employee gains from empowerment leads to the overall success of the company. Employees gain personal growth and development through employee empowerment (Emerson, 2012). Employee empowerment improves employee morale because they are treated like an asset and as though their input is important to the company. It will also increase the productivity of the employees because they have minimal interference from other staff. It also allows employees...
Words: 631 - Pages: 3
...editors@reaser.eu Employee motivation and organizational performance Ovidiu-Iliuta Dobre 1+ 1 The Bucharest University of Economic Studies Abstract. The majority of organizations are competing to survive in this volatile and fierce market environment. Motivation and performance of the employees are essential tools for the success of any organization in the long run. On the one hand, measuring performance is critical to organization’s management, as it highlights the evolution and achievement of the organization. On the other hand, there is a positive relationship between employee motivation and organizational effectiveness, reflected in numerous studies. This paper aims to analyze the drivers of employee motivation to high levels of organizational performance. The literature shows that factors such as empowerment and recognition increase employee motivation. If the empowerment and recognition of employees is increased, their motivation to work will also improve, as well as their accomplishments and the organizational performance. Nevertheless, employee dissatisfactions caused by monotonous jobs and pressure from clients, might weaken the organizational performance. Therefore, jobs absenteeism rates may increase and employees might leave the organization to joint competitors that offer better work conditions and higher incentives. Not all individuals are the same, so each one should be motivated using different strategies. For example, one employee may be motivated...
Words: 4747 - Pages: 19
...Lincoln Electric: A Case Study Joe Attinello Cali Cook Alia Goss Kurt Oliver Mark Strom Mike Torbenson Business 305 Linda Gibson October 7, 2005 History and Background Lincoln Electric today is the worlds leading manufacturer of arc welding products, and also is one of the leading producers of electric motors, which was their very first product. John C. Lincoln is the founder of Lincoln Electric, which opened in 1895. He previously had been working for the Elliot-Lincoln Company who was a producer of Lincoln’s electric motors, but during the depression the company had lost so much he was forced to leave. Using the $200 he earned from redesigning an engine for Herbert Henry Dow, John opened his new business, with electric motors of his own design as the main product (Buller/Schuler, 2006). During that first few years the company grew but had some setbacks, which include a fire in the first year of operation. In 1906 John incorporated his business and moved it from a fourth floor room in a factory he was in, to a newly constructed three-story factory. He then expanded his work force and the sales grew to over $50,000 a year (Buller/Schuler, 2006). In 1907, John’s brother James joined him as a salesman and to help manage the company, as John preferred to be more involved in the inventing stage and less in the management of the products and company (www.lincolnelectric.com/corporate/about/history.asp). Over the next few years the product line was expanded...
Words: 7457 - Pages: 30
...Is empowerment a valuable tool for increasing efficiency and effectiveness in today’s organisations? In recent years, the degree of competition in the business world has increase dramatically, business has to be able to adapt with the change of the environment, law, and technology. Many managerial practices have been developed to enable the organisation to increase its efficiency and effectiveness. Empowerment as a tool that focusing on increasing employee motivation to contribute on the organisation has been discussed in widely for years, many scholars have conducted a large number of study on this regard. From various journal articles, this paper will define and discuss the benefit of the concept of empowerment on the organisation in three different aspects, first, the individual empowerment which personal perception on the workplace. Second, empowerment climate which is directly related to firm’s code of conducts as well as structures. Lastly, the relationship across two level or multi-level empowerment will be explained and discussed. The question that is the empowerment a valuable tool for increasing organisation’s efficiency and effectiveness will also be answered There are arguments on the definition of empowerment since this concept is complex and can be explained on multiple dimensions, levels, and disciplines. Definition of empowerment in general was explicitly given by Conger and Kanungo (1988) as “ a process of enhancing feeling of self-efficacy among organisational...
Words: 2428 - Pages: 10
...introduced an empowerment strategy as an aspect that would increase employee motivation and satisfaction. The practice reduced the bureaucratic governance that was embedded in the past management. The employees were now able to get involved in decision making, creativity, and innovation. Interaction with top management was also encouraged. Becker's policy however did not improve the performance of the organisation, he spent a great deal of time solving employee problems, there was an increase in the number of complaints by customers and an increase in mistakes made by the employees. The performance of the organisation therefore deteriorated. Symptoms & Causes of Deterioration of Performance: Symptoms & Causes of Deterioration of Performance, Cultural factors, Communication factors, Staff performance: 1. Personality and organisational fit 2. Job design and role ambiguity 3. Espoused and enacted values Power hierarchy & decision making process 4. Stress 5. absenteeism, 6. high staff turnover and 7. Job satisfaction Major issues in the case: Major issues in the case Organisational change inadequately managed. • Following this, Becker did not employ a communication strategy that supported the dissimilarity between management and employees and their different cultures. • Unclear decision making process and power hierarchy within organisation. • Lack of proper analysis of the chances of success of the strategy of empowerment. • Lack...
Words: 2896 - Pages: 12
...Assignment 1. COURSE .MSc in HRM (P/T), 20015 MODULE: Leading, Managing and Developing People TUTOR: DR JOANNE COLLIER Critically evaluate, in your organisation, the impact of two HR interventions of your choice on engagement, commitment, motivation or job satisfaction. WRITER. MR Muhammad Ahmed RAJA ST.ID:100018073 Introduction Diversity and Empowerment have been selected for this critical evaluation reporting in the Kandore Pvt Ltd. The reason these interventions have been selected is that these are the most important issues of modern times along with other important HR issues of employee’s motivation and commitment. Due to the global migration of population from developing countries to more Developed Countries of Europe, America and Middle East dealing with issues like diversity and empowerment is present time an important role of HR professional not only in national SME & Large organisation but also in global multinational 0rganization as well. Keeping in mind the nature of the issues and purpose of the report. Kandore Pvt Ltd has been selected, where the write has worked for more than 7 years and felt that these were the most important issues being ignore by the top management of the Kandore . During this employment with the organisation, the writer has felt that Kandore continuously ignored these elements of human resources, which if dealt professionally would have, not only benefitted the organisation in managing its human resource...
Words: 2578 - Pages: 11
...of pride in their internal customer (employees) and motivate them. How to influence employee behavior through internal marketing is very important for organization get success in the external marketing. However, now economic environment means that it is something no company can afford to ignore (Mortimer, 2011). This essay will be evaluating the role of internal marketing in ensuring the delivery of excellent customer. And suggest ways in some companies like TESCO, Enterprise and FedEx can successfully engage and motivate staff. Such as: internal communication, empowerment, and motivation. Also discusses the relationship between internal marketing and internal marketing, and how does it could enhance the external marketing. Internal marketing Internal marketing is a means of involving staff at all levels in effective marketing programmers by enabling them to understand their role within the marketing process (http://www.slideshare.net/engineer_Sood/internal-marketing-presentation). A key premise underlying Berry’s (1981) ‘employees as customers’ concept in internal marketing is that similar to external customers, internal customers desire to have their needs satisfied (Ahmed and Rafiq, 2003: 1177). Internal marketing theories state that the business emphasizes the importance in employee need satisfaction, and approaches jobs as internal products, aimed towards the development and motivation of best-qualified personnel (Zampetakis and Moustakis, 2007: 417). Palmatier, Dant,...
Words: 3187 - Pages: 13
...introduced an empowerment strategy as an aspect that would increase employee motivation and satisfaction. The practice reduced the bureaucratic governance that was embedded in the past management. The employees were now able to get involved in decision making, creativity, and innovation. Interaction with top management was also encouraged. Becker's policy however did not improve the performance of the organization, he spent a great deal of time solving employee problems, there was an increase in the number of complaints by customers and an increase in mistakes made by the employees. The performance of the organization therefore deteriorated. Symptoms & Causes of Deterioration of Performance: Symptoms & Causes of Deterioration of Performance Cultural factors Communication factors Staff performance: personality and organizational fit Job design and role ambiguity Espoused and enacted values Power hierarchy & decision making process Stress, absenteeism, high staff turnover and job satisfaction Major issues in the case: Major issues in the case Organizational change inadequately managed. The differences in the newly merged workforce with dissimilar profiles had not been addressed. Following this, Becker did not employ a communication strategy that supported the dissimilarity between management and employees and their different cultures. The unclear decision making process and power hierarchy. Lack of proper analysis of the chances of success of the strategy of empowerment. Lack of...
Words: 3598 - Pages: 15
...PROJECT Name: Faraz Ahmed Reg #: BBA-13-11 Class: BBA (5th Semester) Session: 2013-2017 Subject: Total Quality Management Submitted To: Sir Naqi Haider Acknowledgement: First and Foremost, I would like to thank Almighty Allah for his blessings. I would like to thank my Module Instructor “Sir Naqi Shah” for his valuable guidance and advice throughout this project. Without his superior knowledge and experience, the Project would not pursue in a quality of outcomes. Table of Contents: * Introduction * General Introduction * Company Introduction & Products (Nestle) * Mission & Vision Statement and Core Values * Mission Statement * Vision Statement * Core Values * Tasks * Task # 1 * Task # 2 * Task # 3 * Task # 4 * Conclusion * Recommendations * References and Bibliography Introduction: Today’s business world is highly dynamic uncertain and challenging the globalization and rapid peace of technology results in the integration of social culture economic and unsituational markets. Today the customers are very much aware about the market trends they know what is good for them and they want quality products and services at reasonable prices. The organization must effort to attract and retain customers long term and this can only made if the organization can design and develop strategic planning...
Words: 3249 - Pages: 13
...A PROJECT REPORT ON The Impact of Empowerment on Employee Effectiveness and Employee Responsiveness in Banking sector of Mysore Submitted by Deeksha.B USN-4JC10MBA35 Submitted to VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELGAUM, INDIA In December 2011 In partial fulfillment of the requirements For the award of MASTER OF BUSINESS ADMINISTRATION Under the guidance of Mr Girish Baga Assistant Professor Sri Jayachamarajendra College Of Engineering, Mysore Sri Jayachamarajendra College Of Engineering JSS Technical Institutions Campus, Mysore 570006 Autonomous institution affiliated to Visvesvaraya Technological University DECLARATION I,Deeksha.B , USN 4JC10MBA35 a student of Master of Business Administration at Sri Jayachamarajendra College of Engineering, JSS Technical Institution Campus, Mysore, India hereby declare that this project report titled “The Impact of Empowerment on Employee Effectiveness and Employee Responsiveness” is a record of an original and independent work carried out by me during the period july to december in the 3rd semester of the course under the guidance of Mr. Girish Baga Master of Business Administration, Sri Jayachamarajendra College of Engineering, JSS Technical Institution Campus, Mysore, India submitted to Visvesvaraya Technological University, Belgaum, India, in partial fulfillment of the requirements for the award of Masters of Business Administration. I further declare that this project work and...
Words: 7048 - Pages: 29
