It is quite difficult for an organization to run smoothly if there are no well organized procedures which should be followed by workers in an organization while executing their duties. For this case, the management for any given organization has to lay down procedures that workers would be expected to follow while executing their duties. I have had contacts with a number of organizations throughout my life, but there is this particular organization that can’t go off my mind. The organization is a large one with a workforce of 2000 people with about 5 branches. I was very disappointed wi
th this organization as they could not fully satisfy their customer in the best way possible. The organization is one of the largest IT firm in the city and despite being in business for a long period of time, I
...wonder why it’s popular where else they were not serving they customers to their expectation. I had visited the firm to purchase some computer accessories for my personal computer, but I left the premises a very disappointed man with the services I received from them.
For an organization to be said to be offering satisfactory responsiveness, it has to satisfy their customers’ demand to their expectation. For this case, they should ensure that a customer will come out from an organization after being served to his or her expectation. For example, in an organization that I had visited to purchase computer accessories, I would have expected to be welcomed by a receptionist with a smile and with greeting. The next step would have been to be asked how they can help and after discovering that I wa
to purchase some computer accessories, they would have given me a catalogue for their stock list. I would have been given a few minutes to go through a catalogue and then ask any question to one of the sale people in the organization.
Then they would have given me a quotation for the computer accessories I was interested to purchase. From that point, they would have gone ahead to give me a discount if I agree to purchase some of the items. The staff at the computer shop would have then given me a receipt for the computer accessories I have bought and finally, they would have escorted me with my luggage to my car. I would have concluded that the firm was satisfactory responsive if they would have followed the above procedure to serve me.
There is a clear distinction between responsive and non-responsive organization. A responsive organization is one that is mindful of the way they treat they customer when they visit their organization. In this kind of organization, the management is concerned with the treatment that is accorded their customer as they expect a high degree of customer care. In such organization, the employees ensure that their customer are served to their expectation and no customer leaves the organization with a feeling of dissatisfaction and if such instances happen, the management do apologies to the customer. On the other hand, what is regarded as non-responsive organizations are those firms that are never mindful with how the customers are treated in their organization.
The management does not respond effective to their customers’ demand and they are usually slow to respond to the customer’s demand. At times,
they never take any serious concern to the customer request and most of the customers leave the organization feeling dissatisfied. We can conclude that responsive organization end up achieving the organizational goals and objectives unlike the non-responsive organization that fail to meet their customers’ demand thereby failing to achieve their organizational goals and objectives.
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