Term Paper: Human Resources Is Organizational Behavior

Pages: 10 (3151 words)  ·  Bibliography Sources: 1+  ·  Level: College Junior  ·  Topic: Business - Management  ·  Buy This Paper

Human Resources and Organizational behavior in Shopping Mall organizations (METRO Cash and Carry)

Organization is a social place working for the productivity and prosperity of mutual goals and aims. Shopping Malls are the big organizations having products and services. On daily basis thousands of people come and go for buying things or even visit the malls for the window shopping. Hence, the customer services must be excellent. People must be valued and catered in the way they need. Shopping Mall is a diversified workplace that includes people, their behaviors, their attitudes and the way they interact with each other. If we exclude people from the Shopping Malls then there would be products and empty buildings only.

Human beings have different priorities, different hobbies, living standards, way of living, the cultures, the way they speak, the accent, the language, different kind of dresses they wear and the different behavior that is the core part of any one's personality or the culture they are brought up in. That is why the organizations remain on the toes to come up to human expectations to the extent they can. Respecting the individual differences is known as being ethical. Ethics are very much important to follow especially in organizations that are having customer as their focal point. Especially when the organizations have customer sales, customer care and customer retention orientation like shopping malls. It is the sole discretion of the staff of the mall to interact with the customers in the humble manners so they can visit you frequently and have frequent sales.

2. Organizational Behavior and Globalization in Shopping Malls:

The globalization has changed the organizational trends in terms of work ethics, workforce diversity, by having people from different cultures and ethnic groups. This diversity or change in organizational avenue has a great responsibility to maintain the workplace discipline, harmony and equality. The Metro cash and carry is a big mall that has been expanded in more than 29 countries of the world by having 120,000 skilled employees. There is a vast range of customers including normal household customers, hotels, business organizations, retailers, restaurants and many more. It is one big wholesale market in which people do visit for monthly groceries, buying of more than 20,000 food items and more than 30,000 non-food items, which includes electronics, crockery, clothing, equipment and much more.

It is found that the companies who go global and they are known as multinationals who tend to enter the new market by removing the boundary lines and market barriers. These are the companies who hold the greatest responsibility on their shoulders to follow the ethics as their company policy by having employee relations and to know the cultural aspects of any country. It is the organization's responsibility to operate ethical while entering a new country as they have to create their own image in the people's eyes (Mahdavi, 2001).

3. Cultural Diversity and Organizational Behavior:

Organizations have different kind of people with different habits and sometimes you have to make a group with the people you don't like. It looks so bad and unethical if you make a big noise that I don't want to work with this person. This behavior is quite unethical and irritating, and this attitude can hurt the others feelings. Business ethics and organizational behavior go side by side while doing business or work, in national or international market. Before the advent of organizational development and organizational behavior tools got established the employees were taken as the workers in the organization. The heads of the organizations used to take employees as workers not as assets to them. But soon the organizational development techniques have been evolved, the organizations started thinking of the employees and now they take workers or the employees as the biggest assets of the organizations. That has boosted the employee image and self-worth. By this thought the goals of the organizations have been aligned with the goals and objectives of employees. This has helped in having a better relationship between the workforce and organization by having the social objectives rather than individualistic approach.

4. Organizational Behavior and Customer Focus:

Apart from an extensive range of products the customer services there are other important aspects in which Metro focuses a lot. The human resource department is highly efficient and effective in terms of response to customer needs and requirements. The human resource depart is continuously evaluating the employees' performance, assessing the gaps between actual and desired performance. Evaluation forms are present on the entrance desk for the customers; they can fill according to their experience. The Metro Cash and Carry is always ready to have the critics in order to improve their customer skills according to customer demand. The behavioral response is always examined; the way the employees respond to customer is always being examined. This Organizational Development tool has made Metro a benchmark for other malls and cash and carries.

It is not the traditional cash and carry. It is a high technology Mall people visit for the enjoyment purposes. If the big giant customers such as hotels and the restaurants have the orders they can call, do fax or an email. The Metro does deliver in the form of big consignments to the customer. This strategy is helping in enhancing its customer value and customer satisfaction.

The human resource department is always on the toes to cater every customer to make them satisfy. It is mandatory for each employee to exhibit a competent behavior to every customer whether big or small. The researcher found that the ethical behavior always help to control the temperament of an individual (Morf, Schumacher and Vitell, 1999, p. 256)

The Metro Cash and Carry is always striving to expand its focus on organizational behavior of employees, peers and the customers. The mutual respect makes a good and effective team. The dedicated sales force work hard to manage the sales floors by effective communication with the customers who visit the Metro on regular basis. This helps the employees to understand the behavior of different customers on a daily basis and it is like a self training to them to develop a good reputation. So the customer will come back again.

5. Healthy Environment and Organizational Behavior:

The healthy environment is the basis of maintaining the discipline and ethics at the workplace. This will make people to collaborate and help each other in the time of difficulty. Business ethics or the corporate ethics started establishing from 1980. The organizations were developing and there processes were polishing with the time. Employees in the organizations were not paid according to the work and efforts they used to exert, but soon the establishment of the ethical issues, this problem has been sought out and now they paid just and fair. If the employee is satisfied he will be working with motivation and definitely bring a good name for the organization and for himself. Otherwise if the employees are not satisfied they tend to commit corruption which is unethical, the issue most of the organizations are facing. This crime happens where the employees are receiving non-equitable salaries; the people may get burnout, frustrated or angry with the workplace. The frustration or the burnout will make a cynical man. The communication or the transfer of information may get affected. The communication of the relationships among the team may distort due to lack of appropriate compensation. The favoritism and false benefits to a group and avoiding the other ethnic group can be a great cause of the dysfunctional work place.

The employees are the assets of any organizations, they are the people who are responsible for the growth of the organization, and as the organization is a combination of different people from different cultures and religions. The company has to make certain rules and regulation regarding ethics and its management that nobody can interfere in anybody's religion or culture, and everyone must respect the other without any discrimination.

There is a strong relationship between Business ethics and organizational behavior. When a person is being ethical, it surely means he is not going to perform the wrong deeds; he will work righteousness and maintain his or her standards as an upright person. When a person is ethical it means he will not do favoritism and will take the decisions on merit not with the cultural or social biases. The same goes for the organizational heads they are supposed to remove the cultural differences, improve the uniformity and equity and fair organizational system to all levels of hierarchy and people. The researchers found that if the employees are motivated, they tend to exhibit good behavior to the customers that makes a good image in customer's eyes for the services you render (Bienstock, DeMoranville and Smith, 2003, p. 357)

6. Training and Development:

Mall culture is expanding day by day. It has been seen that most of the workforce that is working in malls is not very educated, shy and even does not possess the complete details about… [END OF PREVIEW]

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