Employee and Customer Satisfaction - Term Paper Example

Employee and Satisfaction Affiliation Employee dissatisfaction in the HR department of the public sector is a matter of if employees within the HR department are happy with their jobs. It is through employee satisfaction survey that employee satisfaction can be measured. Such survey address such topics as workload, compensation, management perception, resources, team, and flexibility among others. The significance of such survey within the government sector is done with the essence of keeping employees within the HR sector happy as well as retaining them. However, employee satisfaction happens to be only a segment of the whole solution. In real sense, within the government, satisfied workers are individuals who the government could do better without them. Satisfaction of employees does cover the basic needs as well as concerns of employees. It happens to be a good point to start at, however, it typically stops short of what matters really (Susan, 2015). 2. There are several reasons as to why employees might be unsatisfied in the HR department. These include the following: Inefficient HR department which does not place a right employee to do the right job as well as tracking the employees’ individual performance makes employees dissatisfied. The executives in HR department need to listen to the views of the department’s employees (MBA Lectures, 2011). Work pressure in the HR department could cause employee dissatisfaction. When the HR bosses mask the HR employees to finish many tasks within a stipulated time, it brings about work pressure on HR workers. The employees will develop some sort of aversion to the work (Rose, 2015). Employee educational background- where an employee lands on a job of distinct profession from his training then the employee will have to be dissatisfied with the work. This happens to be quite natural since the worker will not be able to match his/her preference for such job kind (MBA Lectures, 2011). Work politics within the HR department- as well as inability for an employee to fit in an office environment will definitely lead to dissatisfaction. It leads to reduced efficiency as well as productivity of an employee. Reduced salaries within an HR department will definitely make HR employees dissatisfied with their jobs. HR employees feel like they should be paid a suitable price for services they undertake. No one is willing to work for a trifling amount (MBA Lectures, 2011). 3. HR employee dissatisfaction has effects on different areas of the organization stating with the organization itself. It has the following effects: Organization- when employees are dissatisfied their performance go down. This happens be a big blow to the organization in the sense low productivity leads to less profits as well as poor public welfare, not forgetting that these are the main goals for an organization. On top of low profitability, the organization as well loses finance through recruitment of new employees. Management- employee dissatisfaction affects all management levels. Lack of respect leads to reduced productivity which is the responsibility of the low level management. Low productivity means low profitability hence the top management is blamed by the public. Internal customers – despite the fact that internal customers do not necessarily make purchases of the goods the organization produces, their internal relationship is quite significant in the success of the organization. Employee dissatisfaction leads to poor internal customer relationship which in turn results to low level services since employees are unable to depend on one another. External customers- they are greatly affected by HR employee dissatisfaction. When HR department employees are unhappy they treat others employees poorly making them unhappy too. This is poor services rendered to customer hence inability to maintain some happy customer base too. If a customer does not receive good treatment from the employees they change buyers as well as encouraging others to do so as well. 4. Internal customer dissatisfaction means that internal customers are not happy with their jobs or their effort to assist the organization conduct its business. The organization depends on its internal customers to perform better. Internal customer dissatisfaction results to low morale or lack of motivation, poor communication, increased costs, low productivity as well as poor services towards external customers (Hitesh, 2015). 5. The reasons of internal customers’ dissatisfaction in an organization include the following: Lack of a healthy culture for working- co-operation as well as friendliness are quite important in maintain the internal customers’ chain. Therefore work culture within an organization need to be such that such chain is maintained. If there is no friendliness and co-operation then internal customers will be dissatisfied (Hitesh, 2015). Lack of respect- outside vendors need to be treated with equal respect as the organization’s employees. Both of them are internal customers. Lack of respect will bring about dissatisfaction. Lack of motivation- lack of internal customer benefits or even regular perks demotivates employees hence ending up dissatisfied. This leads to poor results since the internal customers are disgruntled. Lack of being proactive- lack of policies that assist internal customers when they are needy creates dissatisfaction. They need to be satisfied and helped. The organization should always exceed expectations (Hitesh, 2015). Lack of training- training is used to strengthen the chain of internal customers so that job is done smoothly with no hassle. Failure to this creates dissatisfaction. Such trainings stress on job profiles and job roles as well as responsibility thus clearing the internal customer expectations and objectives (Hitesh, 2015). 6. The effects of internal customers’ dissatisfaction include the following: External customers- dissatisfaction of internal customers affects services towards external customers. This because they have direct relation with external customers as well as the quality of service or product they receive. Even if internal customer is a receptionist, supply chain will start with her so she should not be overlooked. Whether a call center representative or a warehouse manager, each individual within the supply chain has effect on delivery of quality service or products (Hitesh, 2015). Organization- the organization depends on its internal customers for delivery of better services and products. When the internal customers are dissatisfied then there will be poor proclivity hence the organization will not be able to meet its goals. This will be a failure for the whole organization. Top management- failure of the organization to meet its goals and objects is the responsibility of the top management. During such situations, the top management may even be removed from office for having failed to manage the organization appropriately. If money is stolen by dissatisfied employees and there lacs trail of the fraud, the top management may be blamed for poor management. 7. Customer dissatisfaction- external customer dissatisfaction is a situation when customers are not happy with the way they have been entertained by the organization. Some customers may end up feeling that the organization has not treated with respect, poor services, for instance slow, lack of respect hence they end having bad relationship with the organization and this is dissatisfaction or possible disappointment. 8. There are plenty of reasons as to why a customer could end up dissatisfied: Poor interaction- if customers are not well interacted with them they may be dissatisfied. It is easier for them to better relate as well as work with a client they have met physically. They have no idea whom they are really dealing with while emailing, talking over the phone and so on. Interaction is wide. If one is not calm and confident while interacting with a customer then they may be dissatisfied. Lack of response or lack of information- customers are annoyed when their mails or phone calls are not responded to hence get dissatisfied. They need their messages to be responded to or even to be called back and assured that they are being catered for or will be called back soon. If clients are not informed on what is happening, hey ay get dissatisfied waiting to be served (Thompson, 2011). Lack of Good relationship- when there is no friendliness between the customer and the attendants then the customers will be dissatisfied. The attendant should be approachable, courteous and one who makes customers feel well assisted in a friendly manner. Customers may be annoying sometimes and this happens everywhere. In such situations, if the attendant is not calm and friendly then the customer will be dissatisfied and this harms the organization. Lack of a clearly defined service policy for customers- without it, customers may lose too much of their time wondering on how to get help hence end up dissatisfied. Customers need to know what to do if they have problems, then what if option fails to work, whom to tell if they fail to be satisfied with services provided. When a customer gets passed from one person to another r lack knowledge on whom they can turn to annoys them hence dissatisfaction. Failure to honor promises- when customers are promised something which is not delivered at the long run then they are dissatisfied. Customers hate disappointments. It is better good communication if delivery may be late. 9. The effects of external customers’ dissatisfaction: Organization- customer dissatisfaction is an indicator for how likely a customer will not seek services in the future within the organization. Through customer dissatisfaction, the organization will lose existing customers as well as new customers whom could have come for services in the future resulting from recommendations by existing customers. Customer dissatisfaction is a great expense to the organization in the sense that the organization will have to spend more on advertisement so as to get other customers. Top management- losing customers is perceived to be as a result of poor management hence the management might be changed. References Hitesh, B. (2015). Internal Customers : Achieving Customer Satisfaction. Retrieved from marketing91.com: http://www.marketing91.com/internal-customers/ MBA Lectures. (2011). Cause of Job Dissatisfactio. Retrieved from mba-lectures.com: http://mba-lectures.com/management/principles-of-management/1188/causes-of-job-dissatisfaction.html Rose, J. (2015). Key Reasons for Job Dissatisfaction and Poor Employee Performance. Retrieved from chron.com: http://smallbusiness.chron.com/key-reasons-job-dissatisfaction-poor-employee-performance-25846.html Susan, M. H. (2015). Employee Satisfaction. Retrieved from About.com: http://humanresources.about.com/od/employeesurvey1/g/employee_satisfy.htm Thompson, A. (2011). Customer Satisfaction in 7 Steps. Retrieved from sitepoint.com: http://www.sitepoint.com/satisfaction-7-steps/ Read More