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Introduction to the Field of Ob e-c heer sloyeE Tt Behaviour LEARNING OBJECTIVES (LO) AR uC ues hy curacao aula ae 1.2 Compare and contrast the four current perspectives of organisational effectiveness 1.3. Debate the organisational opportunities and challenges of globalisation, workforce diversity and emerging employment relationships 1.4 Discuss the anchors on which organisational behaviour knowledge is based. A Thode new he hada moruenal ak shed DD raters eae coor tare provou 20, the Asoo teecommstceons Ceverment ofc etre ote companys gewth cov Catone compli au Tea had seed tr tan 300% one he pres thee Jes Epler Innis ad planted lrg ith elt sae pee On copper ines monopsly, meter et geton mobile brondand and employe tedelogal eset tet Teste saticenty bop How dd hodey nds tansevteandasform Tea Thode on words ugh unelng fiom w pene fb astenomy font csome concer They doohaes mandate ere es quote ators Shaclon and wecete pefommer bose bed on i importa becuse stars to cunge the alread he dyna company ays They Thodey pearly, omboler te cue change by ren toe compl leer ting cles mowing Gisomer cals ih cotet ces and publ) Car srloyecsinshushlder meeting hve aves fad ard troy focus on ely trowing at’ lng on the fot ine tnd ta to cata a at bute you ca et 00 distant from the reality of everyday business, says Thodey. In addition, several dozen Telstra employees monitor Facebook, Twitter, Whirlpool, and numerous other social media sites to discover and address complaints about Telstra that don't reach the contact centres, Complementing this customer focus is ‘Project New’ whereby Telstra staff find ways to simplify and reduce costs of internal work processes. These projects have resulted in decentralised decision making, less hierarchy (fewer middle managers}, more customer self-serve online resources, and a dedicated ‘move team’ for customers moving house. if you get the simplicity, youl have a better customer service, Thodey explains. You'll have happier employees and, inthe end, you deliver a better result for your customers Telstra has a way to go, but improvements are already apparent. Customer complaints about Telstra have plummeted, but have increased at every other major Australian telco Project New has produced more than $1 billion in cost savings, allowing the company to be more price competitive while remaining profitable But Thodey says the ultimate objective goes beyond customer service and efficient operations. its actually more about changing the way people talk about Telstra, Thodey explains. if we could ever realise that dream of Austral being proud of what Telstra does, because we deliver great service and great product. That creates value for shareholders, and employees avid Thodey (thir from lft) and Telstra employees have orchestrated aclasc turnaround ofthe telecommuniatons company trough ‘organisational behaviour practices |

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