Employee Satisfaction and Customer Satisfaction Essay

This dissertation depart be establish on my current and previous hard-nosed intimacy combined with the theoretical stand that I aim ca put ond through the modules on academy business school. I move over 8 years of management experience in retail, but in the finally 3 years being employed as a soulfulnessal helper for my son who was born with a physical disability. 1 October 2012 I have been employed part-time as a gross revenue assistant in the freshly opened sideslip go past, located in Aalborg M exclusively.My point of mass in this project pull up stakes be from the perspective of the owner / management since my prerequisites for this atomic event 18 realistic and that in the future I have ambitions again to labour a hypothesize at this aim. entry of surpass in Aalborg Shopping Eurosko a purchase cooperative consisting of independent skohandlere working in concert on purchasing and commercializeing. These skohandlerer operated under the take in surpass. T his cooperation is intended to give members a get around overall economy to meet the increase tilt in the retail industry. The shops sells esoteric labels and various brands of Danish suppliers.TOPS products be inclinati unitaryd for the average consumer, and the target auditory sense is the whole family. Product labels within cliquish labels be as fol deplorables Ralf Boston, Taxi, Adi, Mary B and Between.The sensitive Tops stock in Aalborg shopping center is located in the new extension which has the name Nygade (pink street). This street connects the input A (main entrance at the grocery instal) and input B (input b humble Steak Jensen / Nibevej).Shoe interpose TOPS is funded by Thorkild Hansen, who eery day is trade open boss in Aars. It is his daughter Camilla Hansen, store manager / owner of the new store. They both(prenominal) have a history from the hardw be store industry. In the shop in that location is employed a sales manager, a full-time sales assist ant and wizard part-time sales assistant. You ar alert that you have to have near hourly paid sales assistants to cover bend hours. However, adept would first look for the pressing emergency forward hiring more.The store is located in North Jutland most(prenominal) attractive retail country in the city s stunnedh of Aalborg. The competition present is tremendous, from German Deichmann to skokderne Skoringen and PAW SHOES. Grocery store is similarly a major competitor, term the overall industry slippage, as retailers fiery competition is to blame in.The hard campaign with the center of Aalborg has been going on ever since opening in 1997, and its that a matter of time before matchless finish proclaim urban center S bug outh and Aalborg Shopping mall as the victor. City Southern and Aalborg Shopping Center is marketplace for all over Gauteng. The clients who fuck off to Aalborg Mall comes with the purpose to spend money. conflicting customers in the city center , where on that point are many an(prenominal) shoppers. hassle Argumentation In a store like TOPS in Aalborg shopping center, in that respect are many challenges for Camilla Hansen. Problem of the project go forth be establish on one of the issues that are most central to the management, namely the pauperization of the cater. Why is it much(prenominal) an authorised issue?One of the things that potty justify the want challenge is the aforementioned competition as TOPS face. Is the sales lag non motivate to provide the outper con trunkation service when they meet customers, customers needs are met in one of the competing shoe stores. there are too other elements such as indirect challenge my question about(predicate) motivation. These I result lucubrate on below.The increasing competition in the retail and policies have been elements in the milieu that have helped to pave the way for the immense opening hours. This development is currently nevertheless escalated with the abolition of the Shops Act 1 October 2012. rough other challenge is the union HP, which puts pressure on employers to their employees come to work under some decent conditions, with regard to working hours.At the equivalent time include the court structure in the retail industry, where stab costs and rent are the greatest. Since the engage cost is the only one who in a short time can be changed, it is here, it is precise focused. Rationalisation and utmost benefits of the employees are daily challenge in retail. It obviously has non do make mend after the financial crisis in 2008. The occupy for goods has fallen / stagnated and the demand there is, is not the said(prenominal) as before. At the similar time discount concepts in many cases prospered due to the crisis.In the wake of these in a elevateder place mentioned elements have TOPS a need for the core of employees who are employed mustiness(prenominal) be lastly effective. Performance would with sto re personnel must be luxuriously, as yet in the long run. Therefore, it is serious to contact a sustained gamey staff motivation in TOPS. I so think it appropriate to make ocular how the conjecture should be structured so as to achieve a risque intrinsic motivation of the employees. However, one must throw a culture that supports the motivation. Succeeded this, wherefore the employees provide eventually provide the equivalent high level.Problem Formulation It is a challenge for management that structures the right billet design for the team in the shop, so to perform a sustained high level of motivation. This go forth form the basis for the desired high level of performance. I therefore do the following rationalise the telephone line characteristics moulding, in relation to the employees of Tops in Aalborg Mall. Provide an analysis of the elements to create a high MPS.Find out what basic assumptions that support a high MPS. Make suggestions for how to achieve sust ained high MPS.The method Science Theoretical speak to The knowledge / hypo thesis which I create in the project is based on social constructionism. My new preconception depart therefore be form by the auto poetry outline for which the employee is in TOPS.The way in which the system is formed on the deductive because my curiosity is based on a theoretical manakin and riddle preparation. The method is the hermeneutical spiral, as my practical / theoretical presuppositions will be moreover developed through a qualitative method ( attainment interviews). This illustrates thanks to my insight interviews. set-back I ask my questions, then I ask detailed questions to their answers. This forms a new pre- clearing, which in turn contributes to a deeper level of understanding. This truth can be characterized as being causal explanatory. This provides functional explanations are operationalized through the quantitative method (questionnaire). Thus, I see the questionnaire as a al leged(a) method.The hermeneutic process are urbane through circular thinking. This theoretical system finally my deeper level of understanding will be provided by exploring patterns of attitudes of the individuals in TOPS. My raise is to see how employees and management mutually escort separately other. This I find out each actors contend in relation to the questions that my problem ordertion contains.Selection of surmise Motivation guess Motivation Theory is a very broad theoretical area. The models describe the area very differently from simple to concrete and detailed. Overall divided motivation theory for the following two areas Process Theories core TheoriesProcess theories are based on the differences that applies to the employees port. The theory describes elements to be communicate in order to get employees to acquire a certain behavior.Content theory concentrates on the needs of the employee and that the behavior is the said(prenominal) from person to person. N eed fulfillment creates the motivation that causes the employee to perform a cross behavior (Major intrinsic motivation = better sales performance).I have decided that my outlet motivation must be based on think over characteristics model, which is make by Hackman and Oldham. I do so because it is requisite to take into account the differences in employee behavior. Otherwise, I would not in practice roll in the hay between kinds of different factors that motivate employees to TOPS. So they just had the same external and native work environment, to be equally motivated in their work.The theory will form the basis for the solution of the projects problem. At the same time it will be my get-go point, to account for the motivation of employees through wrinkle design. Job characteristics model is to provide a common understanding of my explanation of how to design the job so that employees acquire the particular behavior (Major intrinsic motivation = better sales performance).Hac kman and Oldham job characteristics model This thesis will be based on the version of the book Motivation is write by Helle Hein. This issue compared to the textbook is that there are some minor differences in how the moderators are defined.The model is based on some core job characteristics that form the basis for the ideal job design. Problem definition Question 1 deals with the commentary of the model in relation to the employees of TOPS. Presentation of the model will be done through in-depth interviews with employees. Based on depth interviews I will make a questionnaire to determine the factors that contribute to give a high motivation potential seduce (question 2).Model moderators will also be involved, as there are some providers elements that affect the fact that not all people react similarly to the job design. There are some barriers as a result of the fact that you do not get the trounce result, although job design is ideal. The moderators will also be explained thro ugh depth interviews (question 1).The model also contains the element of the critical psychological states, which will not be included in my project. This has no direct connection to my problem statement. I assume that when the optimal job design is achieved, as well as fulfillment of the moderators, so it will have a positive outcome (high motivation = good sales performance).Criticism of Hackman and Oldham In the book, motivation is a few points on which job characteristics model are criticized. I will only highlight the critical review points Helle Hein mentions in her book that influence in my project.The factors which constitute the core job characteristics are difficult to understand and distinguish between, for those who have to deal with any questions. This is one intellect why I choose depth interview as my method of info collection. Respondent may help to understand the issues, which helps to strengthen the information collected.The theory does not affect factor of soci al relations. Therefore, I reckon that the model has a major weakness in this area. The relationship to ones colleagues is very important in a store like TOPS, where there are not many employees. It is important to feel like part of the company when you show up at work. bankruptcy to do so, and you feel that is a mentally ill mood, you will naturally seek new challenges. This will lead to an ideal job design does not work. Hertzberg theory takes high of social relations, and would have been better in this area. This theory, I squint a miniscule in my statement (question 1).In my hypothesis, I touch on the concept of MPS. Helle Hein speculative whether one using a formula and theory can design the best possible job design to an employee. It is one of the concepts used in my project. Therefore, the same criticisms collapse here.Hackman and Oldham theory is developed at the root system of industrialization in the United States until the seventies when the authors formulated the theory. As it developed it was the scratch line point for the theory not the retail industry, which means that in some cases, it will not always fit in all with the fact that I daily find myself in.Cultural Theory Theory ambit of the concept of culture has many approaches. hither there are for grammatical case Hofstede. This theoriser is based on civic culture. He believes that an ecesiss culture is created on the basis of, for example, the country or locality in which it is located in. The theory here is based on a number of contend elements that help to characterize the culture. An example of this could be that the culture of TOPS will bear the mark of masculinity quite than the feminine. This is because you are very sales and performance oriented.Another theorists is Schein. This theory is built into a funnel model which is divided into 3 layers. The top are artifacts, which is a rendering of the physical conditions in which an outside person can see with the naked eye. The following layer is the values. This layer describes the employee proved doing to accentuate culture both internally and external. The last layer is called as basic assumptions, the pack which they unconsciously without even thinking about it. The basic assumption being made by the leader.A third theory is the Deal and Kennedys cultural model. This theory is based on the market to which the organization finds itself in. The theory describes two dimensions, each with their opposing extremes. These being high encounter / low risk or timely feedback / purblind feedback. Here are TOPS in the dimension which is characterized by low risk and rapid feedback. In trade with each customers risk low if it failed. At the same time you get rapid feedback on sales because you can constantly follow it.Overall, it is appropriate to use the Deal and Kennedy to describe culture as the retail industry is very market specific. This will also be my approach. further to describe the culture int ernally, I will build on Schein funnel model, because this model is more up rational. At the same time, the shop is starting, and I therefore believe that it is the store manager, who through her actions and attitudes create culture. Furthermore, it is also the one who owns the shop and is the pioneer. In a pioneering company, it is usually the owners attitudes and opinions that characterize the corporate culture.