Introduction
The research tends to focus on improving the employment structures and leadership within the call center that plays a pivotal role in improved organizational profitability. Travelink solutions is a call center business that eases traveling across the globe and tends to have three offices distributed in Europe, Asia, and Australia. The company requires employees to undertraining that lasts for about two weeks to one month. Equally, the company requires each employee to be aware of their role as the helpline for potential customers who need assistance when anything goes wrong while they are traveling or when in foreign countries.
Body
The organizational management at travelink solutions does not value employee satisfaction, which is fundamental to increased customer retention, customer satisfaction, and corporate profits. Travelink solutions need to develop policies that will improve employee satisfaction within the corporation (Tupper et al., 2012). Travelink is slow to respond to employee concerns that negatively affect employee performance and the quality of service delivery. The management needs to formulate strategies that ensure employees enjoy their experience with the organization, which promotes creativity and problem-solving skills among the employees. Despite the existence of ideal employee training activities, organizations fail at implementing projects that significantly contribute to the achievement of organizational goals. Travelink must adhere to its promises to clients, which is critical in enhancing customer satisfaction. An organization that fails to offer a conducive working environment for employees is bound to undergo financial challenges that negatively affect the organization’s reputation.
Employees are required to work longer hours due to increased workload. Travelink fails at fostering a culture that aligns with the organization’s mission and vision. The increase in workload negatively affects employee experience, which plays a significant role in the corporation’s success. Nonetheless, the management of traveling solutions requires the development of policies and regulations that improve the employment experience. The lack of adequate planning during high-volume tasks within the corporation negatively affects employee performance, which is essential to increasing customer satisfaction. There is a need to review the corporation’s leadership styles that negatively affect the profitability of traveling solutions. The workload in various departments significantly ensures that the organization aligns with the various services offered. Failure to promote increased employee performance tends to affect the corporation’s reputation and negative customer reviews negatively. Quality services positively contribute to effective service delivery. For instance, the failure of the management to review the low season forced them to lay off employees, contributing to the organization’s current employment challenges.
Nevertheless, companies were on the verge of terminating their contracts with traveling solutions due to failure to deliver quality service as promised in the contract agreement. Travelink solutions do not value its employees, negatively affecting performance due to long hours, huge workloads, and poor employee benefits. The management needs to foster a conducive working environment that motivates employees within the organization. Furthermore, the organization does not honor the employee promises previously available in the new contracts. Employees tend to leave the organization dissatisfied with the services offered within the corporation. Employees value organizations that protect the interests of the employees, which consists of incentives and a positive working environment that fosters collaboration.
Question two
If I find myself working in traveling solutions, I will do precisely what Will would have done. I will first all find out about the organization before going to the interviews that would increase my chances of being hired. Furthermore, I will do my best to review the organizational policies that will equip me with adequate information to ease my time within the organization. Equally, I would have volunteered to work on the DataMart project, for it would contribute to increasing my likelihood of receiving a promotion that would ensure I earn more money. I would be patient enough to wait for organizational changes to improve employee performance. Eventually, I will take time to review my experience with traveling solutions before tendering my resignation. I would have to resign because I have been working with the corporation for sixteen months and have not seen any changes in the management. The management is reluctant to emphasize the need to promote a positive employee experience within the company. If the management values employee concerns and feedback, it can successfully improve its profitability while contributing to increased customer satisfaction. Suppose traveling does not alter the current organization. It is bound to experience financial instability due to poor service delivery that affects customer satisfaction. Travelink needs to adopt a service-oriented leadership style to ensure they value their employees and customers. Effective organizations value fostering a positive working environment that plays a significant role in achieving organizational goals. The salary review took a very long time to grant me a salary increase despite my positive contributions to the organization. I felt disappointed working with an organization that does not value my contributions. Long working hours and huge workloads increase frustrations that affect my mental and physical health.
Furthermore, the organization is reluctant to respond to employee concerns, which contributes to mass layoffs. An organization reluctant to conform to its service charter experiences challenges due to poor management. Despite the management excelling in their oversight roles, they tend to fail terribly at fostering a good working environment. Furthermore, the senior management is also frustrated by the top-level management at traveling. For instance, traveling requires managers to develop solutions during low business months that are not implemented. The top-level management fails to adhere to the human resource policies that protect the welfare and mental health of the employees. Like a will, I would be close to depression due to putting much effort into meeting the organizational deadlines yet having to receive very low pay.
Question Three
Enhancing employee performance within the corporation should be among the new management’s first responsibilities to address the issues within traveling solutions. The management is required to instill a new organizational culture within travel links that will contribute to an increase in organizational profitability. Successful changes with traveling are fully embedded in adopting new leadership styles that promote positive customer delivery. Both Will and Robert will be able to solve the organizational issues, for they are aware of the critical areas that contribute to a negative organizational culture within the management at traveling solutions. Implementing ideal power tactics among the management paves the way for strategic decision-making that influences both superiors and subordinates. Managers must be friendly with employees, which paves the way for employees to develop coalitions and air their concerns.
Moreover, the manager needs to listen to employee issues and give reasons that foster a positive working environment. Travelink solutions need to be aware of the positive changes associated with increased employee satisfaction within the corporation. Equally, travelink solutions tend to have a low tolerance for changes affecting project implementation and management. Resistance to change requires the organization to focus on protecting all the stakeholders within the corporation than focusing on their selfish self-interests. The implementation of Lewin’s theory change model needs to be swiftly adopted within the corporation. Organizational change requires the organization to alter its actions and adopt a positive organizational culture.
Travelink has been facing changes due to the partial implementation of the organizational change through DataMart software. Problems within the corporation commenced upon adopting new contracts that required the organization to lay off employees because they did not have adequate revenues. Different activities must be completed in the various stages of Lewin’s theory of change. The unfreezing stage requires traveling to create awareness of the importance of change that negatively affects employee satisfaction. The senior management needs to understand the importance of the changes and how they will play a positive role in a complete turnaround from the issues affecting the corporation. By immediately unfreezing the situation within the corporation, employees will be aware of the benefits of organizational change to all the stakeholders. As change agents, it will be our responsibility to focus on issues of morale, incentives, and promotions and how they influence employee performance within the corporation. Therefore, there is a need for a larger office to ensure the availability of well-ventilated office spaces that solve the issue of office space within the organization. Equally, there is a swift need to hire new employees who will solve the issue of working long hours and excessive workloads. Experienced employees must be assigned management responsibilities contributing to smooth operational activities. Mandatory policies must be put in place by the Human resource department that will foster dedication and teamwork among the employees within the organization. Hiring more employees will reduce clients waiting time who often require urgent emergency services. Errors will be reduced during calls, and customer issues will be documented appropriately to ease service delivery.
Nevertheless, employees will be satisfied in fulfilling their responsibilities due to the professionalism adopted within the organization. Each employee will be entitled to stipulated breaks that enhance the delivery of quality services. Nevertheless, each employee would be given an opportunity to participate in the change process by offering their opinions and feedback regarding organizational issues. Changing is the second stage of Lewin’s theory of change which requires employees and senior management to swiftly adopt the changes that will positively enhance the organizational culture (Hussain et al., 2018). Thus, the management and employees have to adopt new strategies that increase employee and customer satisfaction. Refreezing is the last stage of Lewin’s change model that requires the management to constantly reinforce policies that revolve around the effective adoption of the new organizational culture that values employee and customer satisfaction. As an instigator of change within the company, I will ensure policies are implemented to protect the health, wages, and employee experience within traveling solutions.
Question Four
Employees tend to lack motivation due to adopting policies that fail to protect the interests of the various employees. Some organizations do not value the feedback and opinions of employees, which tends to negatively affect the adoption of leadership strategies that facilitates a complete turnabout in organizational activities (Ali & Anwar, 2021). Changes within corporations often fail due to poor planning from the various organizations, which affects service delivery. Corporate profits are associated with high levels of employee satisfaction within various organizations. Managers need to be aware of employee’s role in achieving organizational objectives. Productivity is inevitable among highly satisfied employees. Thus, it is the management’s responsibility to identify employees’ behaviors within the company. Companies should be at the forefront of developing policies promoting employee retention due to their vast experience. The management could not sustain change due to the workload that required them to handle numerous responsibilities. Lack of collaboration among the managers, superiors, and subordinates contributes to failures in implementing organizational changes. Through communication and feedback, organizations can minimize resistance to changes that affect productivity within organizations. Team members must ensure employees understand the importance of adopting the strategies and the need for adopting new behaviors that will align with the proposed objectives. Leaders need ample time to solve conflicts within the organization, which fosters collaboration and promotes productivity.
Furthermore, leaders did not value employee feedback which often disrupts the organizational schedules. Equally, there was a time when the organization decided to adopt a new management software. Unlike in various scenarios, the company did not have a pilot testing strategy which contributed to the entire adoption of the project. Poor planning is a detrimental factor that affects organizational change.
Conclusion
Travelink did not adopt a proper change strategy as a result of poor planning. Nonetheless, the organization that was highly ranked is now failing terribly as a result of failing to have strategies that promote employee satisfaction. Initially, the company was focused on providing quality services and protecting the interests of all employees. However, failing to have clients for a few months forced the company to lay off workers due to the high wage bill. Problems arise when the corporation fails to properly plan for the adoption of changes within the organization which negatively affects the completion of the project.
Furthermore, the company did not hire a high number of new employees upon receiving two new contracts but rather focused on scraping off breaks, employee promotions, and salary reviews which negatively affected the morale of employees within the company. The company needs to adopt Lewin’s change model swiftly. Employee-driven strategies must be adopted to ensure employees receive their promotions and reviews. The management needs to be at the forefront of creating an environment that promotes creativity, critical thinking, and productivity. Travel ink needs to hire more employees as the first measure in enhancing quality services and employee satisfaction.
References
Ali, B. J., & Anwar, G. (2021). An empirical study of employees’ motivation and its influence job satisfaction. Ali, BJ, & Anwar, G.(2021). An Empirical Study of Employees’ Motivation and its Influence Job Satisfaction. International Journal of Engineering, Business and Management, 5(2), 21-30.
Hussain, S. T., Lei, S., Akram, T., Haider, M. J., Hussain, S. H., & Ali, M. (2018). Kurt Lewin’s change model: A critical review of the role of leadership and employee involvement in organizational change. Journal of Innovation & Knowledge, 3(3), 123-127.
Tupper, C., Deszca, G., & Cynthia, I. (2012). Organizational change: An action-oriented toolkit (2nd ed.). Thousand Oaks, CA: Sage.
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