Management Problem Solving - Essay Example

In this case, two things need to be remembered;i. Moe's is basically into services i.e. service sector organizing i.e. Moe's mission basically centers on welcoming the hunger of its customers and then satisfying it. The smiling staff spread the fragrance of a hearty "Welcome to Moe's!" when the customer walks in. Therefore Moe's is into hospitality events and not in production and manufacturingii. The services sector has to mold its functioning as per the requirements of the client. I used to tell the boys that customer satisfaction is the key to our success, and believed in positively motivating them to excel in life.

Motivation in simplest terms can be defined as a means of providing motives. Motives can act towards making or breaking the work, towards doing a job more efficiently or for distorting the work environment. The lack of any positive motivation by the managers often results in automatic provisioning of negative motivation. I used to announce bonuses if the day's sales exceeded beyond a certain target fixed by us. This would result in generating healthy competition amongst the staff, which kept them always thinking of improving the standards of services.

How somebody makes use of his/ her efforts towards a goal is determined by the motivating/ de-motivating factors. It is through their behavior that employees give expression to their commitment to work, level of motivation, and their attitudes.In the year 2004, our branch of Moe's faced some tumultuous times, when owing to some complaints from the customers, top bosses took a stringent view of the mistakes and asked for an immediate into the incident. The workforce at our location of Moe's was terribly shaken.

Those directly responsible for looking after customer affairs started feeling that it's time to go. The top bosses at the head office too appeared to be in a hurry to take action, as they wanted to avoid the bad publicity appearing in the mainstream media. I knew that the problem was compounded more by a communication gap in the entire incident. With the threat of imminent action, a couple of other workers also felt demoralized and even started thinking about leaving the job at Moe's. As the HR manager, my duty was to keep the morale of the workforce high and make them work to come out with their optimum.

HRM itself is the new avatar of 'Personnel Management'. While personnel management was largely concerned with the technical aspects of hiring, evaluating, training, and compensating employees, HRM leaves scope for career building of the employee, development of a professional relationship, and the satisfaction aspect. It is no more a mere "staff" function in the organizations. Therefore, when I got a call from the head office to present the facts before the inquiry committee of the head office, I decided to make the most of it.

Narrating the sequence of events, which led to such a situation, I explained the factual position, and how a trivial matter has been blown out of proportion by the media, resulting in bringing down the morale of the workforce. I also explained that after the incident we'd extended an unqualified apology to the customer, who was kind enough to assure a 'forgive and forget' policy. I also stressed upon the fact the present controversy is more of media creation. Citing the good work of the cohesive team of workers at our location, I urged for clemency with an assurance that in future such incident won't be repeated.

Then I returned to my cabin and found that there's a crowd of my co-workers anxiously waiting outside my cabin curious to know the outcome of this interaction. I called them inside the room and requested to return them to their respective positions with high hopes and morale. I told them that the senior members of the inquiry team were quite attentive to our case and were genuinely interested in resolving the issue amicably. The workers appeared quite satisfied and happily went towards their respective positions.

The next two days proved to be full of tension for me because I knew a lot depended on the outcome of the inquiry. Though I had told the boys not to worry and kept a brave face in front of them, I was quite anxious to know the outcome of the inquiry. On the third day, we got news which proved to be a matter of great relief for all of us. The inquiry committee had decided not to take punitive action against anybody, but three of our boys were issued warnings for not repeating the mistakes again.

We were all very relieved and renewed our commitment to serving the customers. The boys celebrated the day in grand style, with another day of surpassing the day's revenue.