Expectations of Customers and Management-Perceptions Gap Assignment - 2

Expectations of Customers and Management-Perceptions Gap - Assignment Example Therefore, it is important for an organization to do enough research on what the customers expect and later implement according to the high demand in the market. The company should also practice the centralized kind of organization since it is easier to be implemented. Meeting the correct expectations is usually an important task, but not good enough to achieve superior quality service. The performance standard is important for improving high service quality products (India, 1968). The biscuit organization seems not to meet customer expectation since they consider their expectations as unreasonable, the demands of customers are at times difficult to be predicted, and lastly, some organizations are inflexible in the way it operates. Several factors have contributed to the failure of meeting the service quality. These are the presence of inadequate management among the employees, which reduces the service quality. Lack of standardization of extreme cases where hard and soft copies of technology are used to standardize the services. They work with much laxity since they have no target to meet in places where the organization fails to make goals. Lastly, is the perception of invisibility, such that managers do believe that the customers’ needs can be met (India, 1968). All this should be changed so that the company would improve its management and service delivery. Some of the factors that have resulted in this gap include; the workers are not qualified, use of poor technology, ambiguous employees who always have conflicts among themselves and inappropriate supervisory control systems. For efficient work, the goods not only should they meet the customers’ expectations, but should also be backed with adequate and appropriate resources (India, 1968). The standard of good should be ensured to be effective this can be enhanced by ensuring that the employees are measured and compensated depending on the basis of their performance. Management should also have standardized technological gadgets and qualified employees for them to meet their goals.  

Managing Personal and Organisational Changes Essay - 1

Managing Personal and Organisational Changes - Essay Example As a consequence, higher education institutions are today pressurised to follow an unconventional way of pedagogy approach and compete at the international level, as the desire and intention of the students to gain a global career opportunity increases in the 21st century societal context. This in turn has substantially increased the competition level faced by higher education institutions; whereby, political bodies have also been taking requisite measures in this particular sector to augment the level of competition (Coughlan, 2013). Therefore, adoption of change, under such circumstances, becomes quite crucial for higher education institutions around the world. ... Based on the findings, inferences have been drawn along with specific recommendations to the steps that university leaders can take while applying the change. A Critical Analysis and Evaluation on the Nature of the Changes, Difficulties and Opportunities Facing the Higher Education Institutions Using Relevant Organisational Change Management Models and Theories In the 21st century context, managing organisational change is accounted as a common challenge faced by industry leaders. As by Waddell & Sohal (1998), organisational change management is considered as a major challenge in 21st century organisational management, fundamentally owing to the functioning of two pivotal factors; one is the involvement of multiple change driving forces and the other is the influenced caused by retraining factors. In agreement to this notion of change management, By (2005) and McMurray & et. al. (2010) had argued that resistance to change is a common phenomenon that causes massive hindrances in apply ing change management strategies. This particular change management theory can be well assessed applying the Lewin’s Force Field Analysis model in the context of higher education sector. According to this model, change can be managed efficiently with the accurate identification of ‘driving forces’ and ‘restraining forces’. While the driving forces implies those factors that influence and causes change in the organisational context, restraining forces tend to work as an obstruction or barrier to change enforcement (Hunt & et. al., 2006). When applying the Lewin’s Force Field Analysis model in the higher education sector, the driving forces can be identified in terms of job market alterations, business context changes, political changes and other societal changes that have