...Workplace Performance & Commitment: Job Satisfaction, Stress, and Motivation AMBA 620 Professor Shandler Abstract In recent years, experts from psychological sciences and business have noticed changes in the employee-employer relationship over the last decades specifically in regards to workplace performance and organizational commitment. While most agree that the issue deserves attention, consensus dissolves around how to respond to the problem. This paper examines how job satisfaction, stress, and motivation can impact workplace performance and commitment in the workplace. The focus of this paper will revolve around the Medical Billing industry and how one organization has chosen to address the changes surrounding workplace performance and organizational commitment. Workplace Performance & Commitment: Job Satisfaction, Stress, and Motivation Introduction This paper is an examination of how job satisfaction, stress, and motivation are directly related to workplace performance and commitment. The main points to be discussed revolve around the importance of an employee’s job satisfaction, the stresses surrounding the employee, and the employee’s motivations or lack thereof and its impact on the organization’s overall success. Context/Situation While in college I was employed, part-time, as a medical biller during summer and winter breaks for three years and for one full year after graduation. Throughout my time with the organization I was the lone male...
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...increasing, resulting in a strong need for a prevention facility such as this. Consequently, ARCW management must assess the overall readiness for change within the organization. By utilizing internal and external resources, identifying significant roles within this change process, providing various means of monitoring the implementation of this plan, and encouraging effective communication techniques, the change process will flow smoothly. After the change has been successfully executed, management must determine the effectiveness of the change post-implementation. In order to accomplish this, identifying and understanding outcome measurement strategies is essential. Most importantly, outcome strategies related to quality, cost, and satisfaction can give management clear insight into how far they’ve come and how far they have yet to go. Determining Effectiveness of Change after Implementation It is vital that the effectiveness of the new needle exchange program be determined after its implementation. Management should have established clear goals and objectives prior to the change. After the change has been implemented, it becomes important to assess whether these goals and outcomes have been met. It would be helpful for management to refer to baseline data regarding the Superior needle exchange program and use this data as a benchmark to assess the Duluth needle exchange program. Management must question whether the new exchange is comparable in efficiency...
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...increasing, resulting in a strong need for a prevention facility such as this. Consequently, ARCW management must assess the overall readiness for change within the organization. By utilizing internal and external resources, identifying significant roles within this change process, providing various means of monitoring the implementation of this plan, and encouraging effective communication techniques, the change process will flow smoothly. After the change has been successfully executed, management must determine the effectiveness of the change post-implementation. In order to accomplish this, identifying and understanding outcome measurement strategies is essential. Most importantly, outcome strategies related to quality, cost, and satisfaction can give management clear insight into how far they’ve come and how far they have yet to go. Determining Effectiveness of Change after Implementation It is vital that the effectiveness of the new needle exchange program be determined after its implementation. Management should have established clear goals and objectives prior to the change. After the change has been implemented, it becomes important to assess whether these goals and outcomes have been met. It would be helpful for management to refer to baseline data regarding the Superior needle exchange program and use this data as a benchmark to assess the Duluth needle exchange program. Management must question whether the new exchange is...
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...Gathering information on employee satisfaction, this survey focuses on how employees feel about their job description, position within the company, relationships with colleagues and superiors, advancement opportunities, and overall satisfaction. This survey asks questions about your experience working for The Company. It starts and ends with some questions about your satisfaction with various aspects of work and contains other questions about how you think and feel about The Company. Thank you for sharing your opinions. 1. Overall, how satisfied are you working for The Company? Extremely Dissatisfied Very Dissatisfied Somewhat Dissatisfied Neutral Somewhat Satisfied Extremely Satisfied 2. To what extent do you agree with the following statement: I would recommend this company as a good place to work. Disagree Completely Strongly Disagree Somewhat Disagree Somewhat Agree Strongly Agree Agree Completely 3. What I like best about working for The Company is... 4. Things that The Company should do to make it a better workplace are... 5. Please indicate the extent to which you agree with the following statements. Disagree Completely Strongly Disagree Somewhat Disagree Neither Agree Nor Disagree (a) The Company clearly conveys its mission to its employees. (b) The Company clearly conveys the mission to its clients. (c) I agree with The Company's overall mission. (d) I understand how my job aligns with The Company's mission. (e)...
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...Service Package • Distinctive characteristic of Service firm • Characterize Nature of Service act • Characterize Relationship customers • Characterize Customization and judgment • Characterize Nature of demand and supply • Characterize Method of service delivery • Village Volvo back-office management • Village Volvo Versa Volvo Dealers • Conclusion Introduction about Village Volvo and their mission statement The mission of the Village Volvo is to profit from the sale of automobiles, parts and services. They are seeking to achieve this by creating an environment for their customers of comfort, reliance and respect. This environment will be formed by the continued emphasis on employee satisfaction, which leads to greater efficiency and productivity through employee retention. They aim their employees to establish a daily goal of anticipating and satisfying the customers’ needs in order to build a relationship-based business, which develops an ever-growing customer base. 1. Describe Village Volvo service package. Village Volvo provides quality repair at a reasonable cost for out of warranty Volvos. Car owners can visit for Routine Services such as tune-ups and oil change or for diagnosis and repairing specific problems in an estimated time. They have CCVD which is Custom Care Vehicle Dossier to keep records of the car history services (Historical trend) that assists in solving the future possible problems and repairing...
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...Service Failure Severity Severity of service failure refers to the perceived severe failure, inadequate or perceived extent of damage (McCollough, Berry, & Yadav, 2000). Customer perceived intensity of a service problem is called as the severity of the failure of services. Severity of inadequate services may vary depending on the evaluation of the Client Service failure (Kelley & Davis, 1994). Previous research suggests that the severity of the failure of the service will be influential in the evaluation of a service provider after a service failure and is also a challenge for service providers to implement the resumption of efficient service when failure is perceived as serious (Mattila, 2001). According to Weun et al. (2004) severity of failure of services was hypothesized to moderate the relationship between perceived justice and recovery satisfaction for mail order and the restaurant industry. Their result specifies that service failure severity had negative relationship with satisfaction by means of service recovery. Their result also highlighted that severity of failure of service had only moderating effect on relationship between distributive justice and satisfaction with recovery. As the service problem turn out to be more severe, the likelihood for customer dissatisfaction will increase too (Weun et al., 2004). An exceptional service recovery with high levels of perception justice may not be enough to beat a severe service failure because customers use a...
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...Marketing Research Project Types and Examples 1. Satisfaction Studies: Obtain measures of satisfaction for different attributes of products and services, and relate this to customer type or segment, experience, demographics etc. Data/Methodology: Satisfaction studies typically require a mix of qualitative and quantitative approaches. At an early stage, qualitative research techniques such as focus groups or one-on-one customer interviews might reveal unexpected dimensions of customer dissatisfaction. Usually customer satisfaction measures and information on customer type are collected by use of a survey. A satisfaction survey frequently includes items dealing with importance and performance of various attributes, and some information on customer type (heavy/light user, experience and other segmentation variables). In addition to simple tabulation, analysis could include cross-tab and regression analysis to understand predictors of satisfaction. Are all segments equally satisfied? Why/why not? Is performance adequate on the most important attributes? Why/why not? EXAMPLE PROJECT: Research Purpose: Find areas of improvement in the order experience for an online retailer selling specialty dog chew-toys. Research Objectives: Using a sample of current customers, measure importance of key dimensions of the purchase experience, and current performance along these dimensions and relate these to purchase frequency, customer type and demographics. Possible Recommendations: Redesign the...
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...hand, job specialization will also result in low job satisfaction and higher potential for employee boredom and absenteeism as well as higher error rate issues arises. This essay will outline the methodologies for specialized jobs that can be modified to reduce boredom and low satisfaction associated with job specialization through Job characteristic model. Body paragraphs The main reason for low satisfaction from job specialization is internal motivation which means when employees feel good at work as they praised by their bosses. Similarly, specialized jobs can be modified with the help of five strong job characteristics. These are as follows: 1. Skill variety: The degree to which the job requires a man to use the diversion of high-level skills (Bauer). 2. Task Identity: The extent to which a man is accountable for finishing an identifiable bit of work. 3. Task significance: It relates to check whether a person’s job affects others work or not (Bauer). 4. Autonomy: The extent where a person or employee gets freedom and independence to interact with customers rather than just receiving orders. 5. Feedback: The amount of illumination received by workers from clients in regards to their work. Conclusion To sum up, establishing customer relationship is a good way to increase internal motivation of job as it increase skill variety, autonomy and feedback of the job .Hence, it increase job satisfaction and alleviate boredom and absenteeism (Williams and...
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...Examples of measures for managing strategic performance Critical success factor Customer / client performance measures identification of customers needs number of hours spent discussing their requirements, results from customer surveys satisfaction level (survey) number of customers (growth) market share hours, days, spent with customer number of new approaches trailed benchmark data time between requesting the service and customer receiving it quality index (defect level of services as measured by the customer not the supplier) value adding for customer ($) customer survey results Performance measure(s) Target success in satisfying customer needs preparing and testing new ways of satisfying customers speed of servicing customer needs service quality - fitness for purpose adding value for the customer extent to which different types of customers receive services which are tailored to their particular needs number of services and variations of services offered to customers costs of servicing each type of customer cost of providing each service offered number dollars dollars 213911_1 how often each service is used by customers within a given time period active pursuit new customers attributes of services which customers like and dislike the unmet needs of customers number number of new customers attracted over a given time period survey survey Internal process performance measures suitability of physical resources suitability of information resources...
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...University of Toronto Faculty of Arts and Science and Rotman School of Management RSM 260H1F – Organizational Behaviour Fall 2013 Midterm Duration: 110 minutes Aids allowed: one aid sheet (front side only of an 8.5”x11” piece of paper) Paper foreign language dictionary for international students Please answer all questions in this exam. Answers to the multiple choice questions need to be filled in on the scantron sheets (remember to use pencil to fill in the circles) and also circled on the exam itself. Answers to the short answer questions should go in the exam booklet provided. All three components (scantron sheets, exam booklets, paper copy of exam) should be turned in at the conclusion of the exam. This exam consists of 25 multiple choice questions, 10 true/false questions and 2 short answer essay questions – you must answer ALL questions. The exam consist of 9 pages (including cover sheet) Name: ___________________________________________________________ Student #: ___________________________________ Question | Grade | 25 multiple choice questions(2 points each) | /50 | 10 true/false questions(1 point each) | /10 | Essay question #1 | /20 | Essay question #2 | /20 | Total: | /100 | SECTION 1: Multiple choice questions (25 questions x 2 points each = 50 points total) Answer all multiple-choice questions. Circle the ONE best answer to the question, and fill it in on your scantron sheet. Make sure you indicate only...
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...Marketing…………………………………..………………………..….3-4 2.1 The Extent to Which It Is Practise.……………..………………………..….4 -5 2.2 Appropriateness of Relationship Marketing …………………………….….5-7 3. Customer Satisfaction …………………………………..………………………..….7 3.1 Measuring Patient Satisfaction…………………………………………....…..8 3.1.1 Patient Satisfaction Measures…………………………………………...…..8-9 3.2 Managing Patient Satisfaction………………………………………….……..9-10 4. Communications Mix…………………………………………………………………...9 4.1 Informative Promotion …..…………………………………………….….….10 4.2 The Communications Mix…………………………………………….…..….10-11 4.3 Successes……………………………………………………………………..11-12 5. Advertising………………………………………………………………………..…..13 5.1 Social-Cause Advertising……………………………………………….....…14 5.2 The Message ………………………………………………………………….14 5.3 The Medium……………………………………………………………….…14-15 5.4 Measuring Advertising Effectiveness…………………………………….….15 6. Conclusion………………………..……………………………………………………..17 7. Recommendation………………..………………………………………………………17 8. References……………………………………………………………………………….18 1. INTRODUCTION Every organisation has various strategies to market their organisation. For an organisation to be successful, they have to develop a marketing strategy. In my report I will analyse four marketing strategies in relation to my organisation namely; relationship marketing, customer satisfaction, the communications mix and advertising. Each of these forms...
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...STUDENT ASSISTANTS: THEIR PERCEIVED EFFECTIVENESS IN RENDERING SERVICE AT THE SELECTED OFFICES OF HOLY CROSS OF DAVAO COLLEGE ________________ A Research Paper Presented to The Faculty of the Education Department Holy Cross of Davao College ________________ In Partial Fulfillment of the Requirements Introduction to Educational Research ________________ by Albasin, Maria Theresa G. Cuesta, Vanessa B. Gravillo, Flora Mae P. Lumanas Joan Mae N. Saraum, Mark Anthony Approval Sheet This research entitled “ Student Assistants: Their Perceived Effectiveness in Rendering Service at the Selected Offices of Holy Cross of Davao College” submitted by Maria Theresa Albasin, Vanessa Cuesta, Flora Mae Gravillo, Joan Mae Lumanas, Mark Saraum in partial fulfillment of the requirements for the subject Education 7 (Introduction to Educational Research) has been examined and recommended for acceptance and approval. Dr. Oscar Cervales Dr. Thelma O. Alderite Dr. Bernardita Aberion Panelist Panelist/ Instructress Panelist i Acknowledgment ...
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...service that is unique from competitor products. LensCrafters provides a one hour administration where a client can pick a frame, select lenses, and have a whole item within 60 minutes. The labs are also strategically located, which reduces the travel time for its clients. Further, additional guarantees, such as a 30-day independent certification that allows unsatisfied clients to return or trade glasses, attract customers to their stores. This paper analyzes how operational management, value chain, and technology have increased LensCrafters' competitive advantage. Competitive Priorities The company has gained an advantage over competitors due to their client relationship administration. This approach utilizes customer data to create a knowledge base that predicts their wants and practices. The aim of this activity is to enhance service delivery by anticipating client needs. The framework incorporates sales power, client support, and examination to improve the...
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...of service is about and meeting exactly their expectation. Theoretical background Service quality Defining service quality may mainly be based on assumptions because of the intangible nature that services have. Moreover, different circumstances might shape the definition of service quality differently. (Brown, 1999) Despite the intangibility that describes the services, the second very important element when giving theory based on service quality is that services are heterogeneous. Presenting them varies from producer to producer or from client to client. Finally, the last characteristic describing the services is the inseparability of the production and the consumption. In other words, in most of the cases service quality arises in the duration of the process of interaction between the customer and the provider. (Berry, 1990) A latest definition for what service quality stands for according to Javadi (2011) is: “The extent to which the customer’s perceptions of service differs from his/her expectations”. Javadi (2011) has...
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...to create lasting relations with other agencies is very important as well. Many seniors have a variety of social and psychological problems. To resolve these problems, they most often depend on social service providers. Hence, social workers become a significant part of the social world of the elderly in their later years. While elderly persons need food, shelter, health care, and social services, they also need to be treated with respect. The extent to which the service providers treat elderly persons with respect, therefore, becomes a significant psychosocial factor that affects the quality of their later life (Sung & Kim, 2008). In social work, respect for the client has, in fact, been considered to be the very beginning of the service process (NASW, 1996). That is, respect is to precede all forms of care and service (Gambrill, 1983). With respect, service providers can demonstrate a positive...
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