Premium Essay

Gm 591 Research Paper

In: Business and Management

Submitted By vjackson07
Words 4933
Pages 20
Research Paper: NAB Customer Service Employee Turnover
GM591ON_M Leadership and Organizational Behavior

This paper will focus on the Customer Service department at North American Bancard. An overview of the company including the author's role will be explicated. Essential issues, events, and actions to help frame the problem will be identified. The problem statement will be well defined and specific enough for each reader to gain a clear idea of the Organizational Behavior topic and the direction of the research. Each reader will be given an encapsulated review of what information the author found most relevant to the research. The problem will be explored, providing an identification and description of the root causes. Solutions to the problem will be provided, supported and defended, to logically flow with the analysis of the problem. The author will reflect upon the research conducted, to show how the author's personal, academic, and professional development was influenced.

Introduction: Company Overview The organization that my research will be based on for my final project is North American Bancard. North American Bancard was founded in 1992. It started with one employee in a shared office. As of today, North American Bancard has over 600 employees in a 100,000 sq. ft corporate office. The company provides merchants with the ability to accept credits cards, debit cards, EBT cards, fleet cards, and gift and loyalty cards from their customers as a form of payment. North American Bancard’s growth into an industry leader in credit card processing is the outcome of a steadfast commitment to helping the American entrepreneur succeed. North American Bancard assist merchants with their processing needs. North American Bancard has the ability to supply merchants with…...

Similar Documents

Premium Essay

Tanglewood Case 1

...Week 7 assinment foe GM 591 8/21/2011 1 GM 591: Leadership and Organizational Behavior Course Project Introduction Starbucks is an international coffee and coffeehouse chain based in Seattle Washington. Starbucks is the largest coffeehouse company in the world, with 17,009 stores in 50 countries, including over 11,000 in the United States, over 1,000 in Canada, and over 700 in the United Kingdom. Donald, Jim (2007) Starbucks sells drip brewed coffee, espresso-based hot drinks, other hot and cold drinks, coffee beans, salads, hot and cold sandwiches and Panini, pastries, snacks, and items such as mugs and tumblers. Through the Starbucks Entertainment division and Hear Music brand, the company also markets books, music, and film. Many of the companys products are seasonal or specific to the locality of the store. Starbucks-brand ice cream and coffee are also offered at grocery stores. Starbucks was founded in 1971 where the first store opened in Seattle, Washington. Part of their mission is to positively contribute back to the community and environment. Many of the employees who work at Starbucks take this mission personally and they volunteer throughout the communities in which they work. Part of the Starbucks training encourages employees to go out and do volunteer work in their community. Starbucks also has each store pick a charity in which they donate pastries and coffee to each month.......

Words: 2641 - Pages: 11

Premium Essay

Gm 591: Leadership and Organizational Behavior Project Proposal

...GM 591: Leadership and Organizational Behavior Project Proposal Overview My research paper will be focusing on course objective C which discusses the different theories of motivation and how to demonstrate their application to successfully guide employees toward accomplishing organizational objectives. The different motivational theories that I will be discussing and applying throughout the paper are categorized under the Needs Theories of Motivation which include the Hierarchy of Needs Theory, the ERG theory, the Acquired Needs Theory, the Two-factor Theory, and the Equity theory of Motivation. I will thoroughly explain each one and try to provide examples of how to apply these theories in work settings. In my paper I would also like to research the most sought after companies that are rated for employee satisfaction or in other words the best companies to work for. Two of the top companies that are listed under CNN Money are SAS and GOOGLE. SAS which originally stands for Statistical Analysis System is, "the leader in business analytics software and services, and the largest independent vendor in the business intelligence market (" GOOGLE of course is one of the most widely known and used search engines all over the country if not the world. I will briefly give a description of each company and then discuss the reasons behind them being some of the best companies to work at. I would like to research and see what are some of the innovative ways in which these...

Words: 302 - Pages: 2

Premium Essay

Gm 591: Leadership and Organizational Behavior

...GM 591: Leadership and Organizational Behavior Project Proposal Overview of Organization My final project paper will focus on the company SuperMedia LLC, (SuperMedia) which is a publically traded company headquartered in the Dallas/Fort Worth area. According to its corporate website, "SuperMedia serves as the advertising agency for small to medium sized businesses with a variety of advertising solutions". The solutions fall into three categories which include online advertising, direct mail and the yellow pages. With advertising solutions becoming more digitized and cost effective, SuperMedia (formally Idearc Media) found itself in a position where it had to quickly adapt to the new ways in which business were advertising. Unfortunately, this meant the company had to cut corners in the process without much due diligence and eventually lead to creating a sales environment that resulted in a reduction in sales and a high turnover of personnel in the sales department. As a sales representative within the company I have seen how sales managers within the department have taken a "win at all cost" attitude when dealing with members on their sales team. I have seen the practices of how deals were passed on to some members of the team who were already close to achieving sales quotas while others suffered - eventually losing their jobs - because they had not met their monthly quotas enough to stay with the company. Preliminary Problem Statement SuperMedia was......

Words: 339 - Pages: 2

Premium Essay

Leadership & Organizational Behavior

...GM 591: Leadership and Organizational Behavior Project Proposal Overview of Organization The organization that will be the topic of discussion in my final project paper is the Labor Union Movement within the workplace and United States as a whole. The Labor Union Movement formation was made in the mid – 19th Century. From its birth in Wisconsin, it has empowered working people to overcome their struggles, be successful and provided hopes for a better future for themselves and their families. Due to the fluctuation of membership and the institution of different union movements, a merger came about forming the AFL (American Federation of Labor) – CIO (Congress of Industrial Organization). This collective effort provided a strong collective bargaining tool for workers in defending their workers’ rights and protection against unfair practices by employers. With the down-turn in the economy, these collective bargaining rights are rapidly disappearing. As a liaison for unionized workers within an organization, I’ve witnessed a breakdown in employees’ overall morale due, in part, to the lingering fear of losing their jobs. Workers ability is being leveraged by organizations and still produces the same level of production. Preliminary Problem Statement This poses a problem within the Labor movement and a lack of insecurity in the workforce. This country was built on strong union. I strongly believe that, without any union, there will be no vibrant middle class.......

Words: 383 - Pages: 2

Premium Essay

Organizationa Behavior

...GM 591: Leadership and Organizational Behavior Project Proposal "My paper is going to be about how to improve motivation and performance in the workplace". Overview of the Organization The organization that will be the topic of my discussion is George Weston Limited. The company was founded in 1982 by George Weston and became one of the largest publicly traded companies in the food industry. Through its subsidiaries, George Weston Limited is one of the largest food processing and distributing groups in North America. The Weston Foods operating segment I based on manufacturing fresh and frozen baking goods in Canada and frozen baking and biscuits in the United States. The other segment is Loblaw operating segment, which is operated by Loblaw Company Limited and its Canada’s largest food distributor and one of the leading providers of general merchandise, drugstore and financial services. The segment that I will be discussing about is Weston Foods segment, specifically western manufacturing branch in Calgary, Alberta. Starting in 2007 Alberta job market had a huge boom due to the oil and gas industry. Lots of people move from all over the country to Alberta as there were many well-paying jobs. That created huge problems for Weston Food Manufacturing as they were not able to compete in wages and benefits with oil and gas industry. Due to the large increase in the population housing demand increased and house prices went up more than 100%. Living in Calgary became very......

Words: 823 - Pages: 4

Premium Essay

Life Styles Inventory (Lsi)

...GM591 PREPARATION GUIDE: LIFE STYLES INVENTORY(LSI) Introduction: Thinking and Behavior "The quest for leadership is first an inner quest to discover who you are” (p.391).[1] --Jim Kouzes and Barry Posner--- Self-awareness is foundational to effective leadership and organization success[2]. Research in leadership and organizational behavior indicates that managers who are blind to who they are, and to the effects they have on other people in their organizations, place their effectiveness and their careers at risk. A frequently cited axiom is "the first commandment of leadership is to know thyself." For example, in their studies of managerial and executive derailment, the Center for Creative Leadership found that successful managers: (1) understand their values, personal styles, and strengths and weaknesses; (2) know the impact of these values, styles, and strengths and weaknesses on their ability to effectively work with others and achieve their goals; and (3) are quick to reflect upon and learn from their own experiences. Despite these advantages, we often resist opportunities to increase our self-awareness or to acknowledge error. We fear that learning something new about ourselves will be painful -- doing so may require us to change our treasured and habitual ways of seeing, thinking, and behaving. Self-awareness is also an important barometer to ensure that even the best leadership practices don't become destructive. As Jim Kouzes and Barry Posner caution...

Words: 1579 - Pages: 7

Free Essay

The Complexities of Communication

...The Complexities of Communication GM 591 Leadership and Organizational Behavior * Introduction DeVry Inc. / DeVry University are a publicly traded company, whose main headquarters is located in Downer Grove, Illinois. However, DeVry’s history goes back well over eighty years. The very first school was named DeForest Training School found in 1931 by Dr. Herman DeVry. The name the name of the school remained DeForest Training School until 1953 when the name changed again to DeVry Technical Institute. In 1955 and 1966 DeVry offer their first associate degree program and gained the Bell and Howell Education Group, by 1968 through 1974 DeVry Technical Institute had become DeVry Institute of Technology and had offered first baccalaureate degree program as well as founded CBA Institute which would later become Keller Graduate School of Management in 1974. In addition, by 1977 to 1981 Keller Graduate School of Management and DeVry would earn their accreditation from the North Central Association of Colleges and Schools. ("History," 2012) DeVry Inc. / DeVry University are first and foremost in the business of providing higher education to the masses but like any other corporations DeVry too has had its obscurities with effective communication. * Problem Statement Communication is an instrument that allows enhancement of staff and team performance within your entire organization to obtain its mission and vision. How can communication in DeVry Inc. / DeVry......

Words: 2253 - Pages: 10

Premium Essay

Gm 591 Final

...DeVry University: Continuous Improvement GM 591: Leadership & Organizational Behavior Professor Greer 8/19/2011 Introduction: DeVry University is one of the largest private, for profit, universities. They offer an extensive variety of Associates, Bachelor's and Master's degrees. Students have the option of studying in business, technology, healthcare, criminal justice, communications and several other areas. The University received its name from the founder, Herman DeVry. We have been established for over 80 years now, first opening the doors in 1931. In the beginning DeVry actually spearheaded vocational training by sending manuals to soldiers that were away at war. From their humble beginnings, DeVry has evolved into a full fledged University across the United States with over 90 locations. There are a couple different options for DeVry students when choosing between a campus or center. Several larger campuses across the country, located in a few of the largest metros, include dorms, extensive labs, libraries, and a cafeteria. The smaller centers offer several of the same amenities of the larger campuses but in a more condensed area. The centers have plenty of classrooms, labs, and computers for all the students, but because of the lack of square footage, more often than not you won't find a library or dorms at a center. After our last graduation we have surpassed 250,000 alumni and over 10,000 employees; we are looking to add a lot more in the upcoming...

Words: 5627 - Pages: 23

Premium Essay

Mgmt 591 Term Paper

...Course Project Increasing Manager Morale and Satisfaction Submitted By: John Doilies October 21, 2012 MGMT 591 – Leadership and Organizational Behavior Keller Graduate School of Management Professor Cecil Horst I. Introduction Aramark Healthcare Services (“AHS”) is a division of ARAMARK Corporation (“ARAMARK”) based in Philadelphia, Pennsylvania. ARAMARK is a multibillion dollar company located in twenty six counties with approximately 200,000 employees worldwide. The company is hired as a contractor to provide managed services in the area of food, housekeeping, facilities, engineering, call centers, and medical equipment maintenance. AHS provides services to hospitals and senior care facilities primarilily in the United States. ARAMARK is considered one of the big three, along with Compass N.A. and Sodexo USA, as far as managed services are defined. AHS provides these managed services at a local hospital, EDCH Healthcare (“EDCH”), here in Illinois at which I am a member of the management team. We have been at this account for approximately ten years; I have been at this location for just over five years. At this specific location the services we provide are primarily food related: patient services, catering, a retail café, and a coffee shop. I joined the organization in mid-2007 coming over from another big three management company. My role here at EDCH is to manage retail operations in the café, and coffee shop. The café is......

Words: 3990 - Pages: 16

Free Essay

Applied Research Paper

...Applied Research Paper Courtney Collier ( 678-469-5053 1740 Taynton Circle NW Kennesaw, GA 30152 Keller Graduate School of Management Organizational Behavior GM 591 Andrea Trinklein February 19, 2010 Applied Research Paper Introduction The motivation of the employees and the supervisors is essential to the success of an organization. If the employees that work for an organization are unmotivated this could cause hostility within the work environment. This paper will give a brief description and history of the Publix. It will also show the motivational tactics the Publix uses to motivate associates. While showing these tactics I plan to show how these tactics create a problem in the work environment. Next, this paper will discuss analysis the problems and how the employees react to these tactics. This paper will also show examples of how increasing motivation affects several other things within an organization. Following the analysis this paper will give show solutions to the motivational tactics within Publix. Finally, paper will include a reflection about how this assignment influenced my personal, academic, and professional leadership and management development. Publix is one of the 10 largest grocery store chains in the United States and the largest in the south. Publix was founded by the late George Jenkins in the 1930’s in Winter Haven, Florida. Publix currently has 1,010......

Words: 3621 - Pages: 15

Premium Essay


...Term Project Course: GM 591 Instructor: Dr. Charles W. Creamer Student: Evan T. Dickinson Submitted: December 11, 2010 INTRODUCTION STSCM Systems LLC, a public company with headquarters located in northern New Jersey, has been a leader in providing wireless data solutions since its formation in 1998. The company's primary focus is on delivering advanced wireless monitoring and control solutions for many industries with emphasis on refrigerated transport, railroad, and specialty freight. The company's current solutions are improving the efficiency and operations of refrigerated trailers, trucks, containers, railcars, general-purpose railcars, bulk-transport trailers, barges, generators, compressors, and oil-field equipment. STSCM's operations center, also located in northern New Jersey, manages wireless equipment deployed worldwide including North America, Australia, Europe, the Middle East, and Africa. STSCM has become a successful leader in its marketplace by having developed the capability to define and specify solutions optimized for customers’ applications. The company provides vertically integrated technical resources including project management, engineering development, software, firmware, and hardware engineering and applications delivery using a highly qualified, experienced technical team. STSCM's solutions are flexible and adaptable for use by customers with information delivery accomplished using a variety of methods including internet,......

Words: 3587 - Pages: 15

Premium Essay

International Finance

...International Finance: A Course Overview Mihir A. Desai* Harvard University and NBER ABSTRACT This paper describes the International Finance course at Harvard Business School for instructors considering adopting the associated material. The paper begins by arguing that the forces of globalization have fundamentally changed the scope and activities of firms thereby altering the practice of finance within these firms. As a consequence of an increasing reliance on tightly-integrated foreign operations, a parallel world of finance has been opened within every multinational firm and this world has, heretofore, been overlooked. The course materials are designed to address the many aspects of financial decision making within global firms prompted by these changes that are not addressed in traditional materials. The paper provides an overview of the structure of the course and its seven modules with particular emphasis on the three modules that constitute the core of the course. The paper also describes an analytical framework that has been developed through the creation of the course materials to guide critical financial decisions on financing, investment, risk management and incentive management within a multinational firm. This framework emphasizes the need to reconcile conflicting forces in order for multinational firms to gain competitive advantage from their internal capital markets. The paper concludes with a discussion of the course's pedagogical approach and detailed......

Words: 25419 - Pages: 102

Free Essay

Morale of the Employees

...“Does the Morale of the Employees Affect their Performance?” GM 591: Leadership and Organizational Behavior Professor Patricia Anderson June 16, 2012 Introduction: The organization that will be the topic of discussion in my final project paper is Devcon Security. Devcon Security was founded in 2004 by a Management Team having more than 100 years of security experience. We are one of the fastest growing security companies in the country by building a strong, satisfied, and safe customer base while earning a rock-solid reputation. With the most modern technology available, we provide specialized security based on the specific needs of each individual customer. While other security companies try to increase profits by reducing costs, at Devcon we are increasing our business and maintaining customer loyalty through state-of-the-art equipment, the worlds highest rated monitoring centers, and superior customer service. At Devcon Security, our philosophy is simple; provide each and every customer with a superior quality, easy-to-use security system solution that is backed by an exceptional level of customer services and support. Beginning with the first day you contact us, through your security system installation and beyond - we will be here to assist you in any way we can. Help is a quick phone call away. From residential home security systems and small business security solutions to large, comprehensive commercial alarms and video surveillance systems, our......

Words: 2674 - Pages: 11

Free Essay

Gm591 Paper

...A Case Study of the Illegal and Unethical Behavior in Corinthian Colleges, Inc. Benancio Varela GM 591 Leadership and Organizational Behavior Professor Horst August 10, 2011 Introduction Corinthian Colleges, Inc., (CCi) by way of more than 102,000 students enrolled as of March 31, 2011, is one of the leading post-secondary education companies in North America. Their duty is to change students' lives. They present diploma and degree programs that prepare students intended for careers in demand or for advancement in their chosen fields. The corporation operates 105 schools in 25 states and 17 schools in Canada. CCi has 122 Everest, Heald and WyoTech campuses nationwide. CCi serves the great and growing segment of the population seeking to acquire career-oriented education. They propose programs in areas that include health care, business, criminal justice, transportation technology and maintenance, construction trades and information technology. CCi in addition offers students the chance to take classes online through Everest College in Phoenix and Everest University in Florida. Their business was founded in 1995 and they completed an preliminary public offering in 1999. Historically, CCi has developed through acquisitions as well as through organic growth. Organic growth consists of opening new division campuses, remodeling, escalating or relocating existing campuses and adopting curricula into existing colleges. As of December 31,......

Words: 2241 - Pages: 9

Premium Essay

Gm591 Final Paper

...GM 591: LEADERSHIP AND ORGANIZATIONAL BEHAVIOR COURSE PROJECT A. INTRODUCTION In Honduras, one of the 3 largest private companies is SABMiller, and it’s also one of the largest brewing companies in the world with a wide portfolio of premium beer brands and leading local brands. It is also one of the world’s largest Coca-Cola product bottlers. My role within the company is within the Marketing Department, in the Market Research division. In the marketing department we have a team made up brand managers, budget analysts, media planners, market research, innovation, sponsorship, public relations, events coordination, etc * In this research-based paper, I will be focusing on the company’s reward system for employees and the relationship this has with motivation. Currently, the company’s award system for the marketing department is based on each brand’s trimester performance, and the awards are given to the brand managers. The awards consist of recognition and a cash prize. * According to the Organizational Culture Inventory, SABMiller’s primary culture style is self-actualizing which indicates that the company values creativity, encourages employees to develop their skills, improve themselves and enjoy their work. The secondary culture style is Achievement, which indicates that the company encourages employees to set and accomplish goals (see figure 1.1). Organizational Culture Inventory Circumplex Figure 1.1 B. PROBLEM STATEMENT *......

Words: 2989 - Pages: 12