The Complexity and Interrelationships within Organizations - Coursework Example

Business Report: CO-OPERATIVE EDUCATION Co-operative Education (Name) (Course) (Institution) (Instructor’s name) (Date) Executive Summary This report is an analysis of my co-op placement at my employer organization ToTal Property Services Auckland Ltd. The report will provide a detailed account of how I have achieved my objectives and goals, the value I have added to my employer organization, how the employer organization has been able to manage its own internal complexities and how the external environment has influenced it. In addition, the report will seek to relate theory and practice when addressing the various learning dimensions. Introduction In modern educational curriculum systems, students are, offered organizational placements. These placements are, provided to students in order to familiarize them with work settings, to appraise their ability and efficiency to apply the theoretical aspects and theories learnt in the classes, into real life organizational/ industry situations. This is because, what one learns on paper does not necessarily translate in real life situations. Placements are a good way to analyze what the student has learnt during their course of education, their ability to relate with others, gain appropriate work experience, learn what the students need to put more efforts on and assess the value the student will add to the organization or the industry in which they have been, placed. My coop placement was an avenue for me as professional to test my abilities to relate with others in a working environment and to appraise my ability to effectively, transfer my theoretical knowledge into practical real life business environment. In addition, it was an opportunity to learn from others, develop my teambuilding, decision-making and problem solving skills and abilities. This report therefore, will candidly analyze and highlight the way I have achieved my goals, the value that my co-op placement has added to my employer organization, and analyze and create an awareness of the complexity and interrelationships within organizations and how these identified complexities and interrelationships are being managed by my employer organization. In addition, the report will highlight how the external environment influences my employer organization. All this will be, accomplished by ensuring appropriate interrelation between theory and practice. ToTal Property Services Auckland Ltd My co-op placement was at ToTal Property Services Auckland Ltd. ToTal Property Services Auckland Ltd is a market leader in supply of effective, efficient and quality multiple services that meets required quality standards (Total Service Solution, 2010). Presently, the organization provides six definite services including the ToTal Property Services with services ranging from business, educational and industrial facility cleaning, and window clean-ups among others (Total Service Solution, 2010). There is the ToTal technical service that comprises of construction installations, glass reinstallation, fitting signage, repairperson services, waterproofing and moisture proofing among others (Total Service Solution, 2010). ToTal Security services entails guard services, safety management and consultancy, retail and customer services, alarm response services and CCTV and other security measures management (Total Service Solution, 2010). The ToTal Service Solutions is among ToTal Property Services Auckland Ltd services to offer a diverse variety of catering alternatives for work places, comprising of stand-alone catering and management fee for in-house coffee shops (Total Service Solution, 2010). ToTal Risk management forms the fifth service offered by ToTal Property Services Auckland Ltd, which deals with services raging from strategic risk management, security consulting, litigation support services, employment investigations, cyber crimes in workplaces, and revenue assurance services among others (Total Service Solution, 2010). Finally yet importantly, is the ToTal Monitoring Solutions that deals with offering cost-effective diverse selection of technology enabled security and process monitoring and CCTV solutions (Total Service Solution, 2010). The organization has numerously been the finalist and a winner to The Golden Service Awards. For my co-op placement, I was, assigned the roles and duties in the administration level where I was, mandated to offer my support to the ToTal Group Administration functions across all business, and manage reception and the call centre responsibilities for ToTal Property services Auckland LTD. Co-op Learning Dimension # 1: Developing as a professional Growing and progressing to become a qualified, efficient and effective professional calls for the ability to transfer skills and knowledge acquired in the classroom, into performing assigned functions, solving emerging problems and every day challenges, working effectively with others, and making the right decisions that will ensure quality performance, proficient service delivery and effective execution of duties. From the co-op placement, my skills and abilities were largely, exploited, while Marslow’s motivational theory I had learnt as a student, was, demonstrated (Landy & Conte, 2010, p.375). From the interaction I had with colleagues, motivational for employees was rated first among the things that propels an employee to work hard, be more committed and therefore, a company can be able to retain skilled and highly talented employees and minimize staff turnover through motivation. I have grown professionally to be able to unselfishly, attend to other people’s needs especially the customers, before focusing on my interests first. According to the feedback from my employer organization, I have been able to gradually develop and become more confident and self sufficient in handling my responsibilities. This saw the employer organization registering increased satisfaction in execution of my duties and thereby, offering more workload to not only exploit my knowledge and skills, but also challenge my ability to complete the work given as efficiently and as accurately as it is supposed. As indicated from the feedback, I did not disappoint. My development as a professional during my co-op placement has grown tremendously as I have become more cautious in handling organization information especially since I was dealing with the organization’s accounts, becoming more self- confident hence being able to solve problems and offer solutions without necessarily requiring every minute supervision (Mohan, et al., 2008, p.536). Furthermore, my development as a professional is, illustrated by my ability to be a team player and upholding a spirit of teamwork by practicing information sharing, collaborative problem solving, and consultation on issues not well understood and dealing with conflicts whenever they arise (Pride, et al., 2007, p.147). As a professional, I have grown to understand the need to have a trainable spirit and the willingness to learn. This is, supported by the feedback received from ToTal Property Services Auckland Ltd that shows my keenness to learn, ask questions, and having a positive outlook to life. This, the employer organization suggested, would be a great resource for me in the future. This has enabled me learn new things, learn ways of relating theory into practice and how to react to different organization challenges and working environments and become more motivated. (Campling, et al., 2008, p.385) states that “Motivation is direction and persistence of effort expended at work, simply put a highly motivated person works hard at a job.” Developing as a professional is a never-ending experience as new work issues bring forth new perspectives and experience to make me better at what aspire to do short term and long term. Learning the art of communication is fundamental to any profession as suggested by (Mohan, et al., 2008, p.536). By so dong, I have been able to effectively handle the employer organization’s clients and relate well with employees across all levels of the organization structures by keenly listening to instructions and adhering to set guidelines and policies as suggested by (Mitchell, 1999). My strength as a professional lies in among other things as discussed above, my ability to manage my time adequately hence, being able to meet targets and deadlines. However, I have a weakness that am working on managing, which is the ability to get distracted and waste time when under stress. By use of (Mohan, et al., 2008, p.536) theory, I have developed as a professional to be able to separate emotions and work, setting specific, measurable, attainable, realistic and time bound goals to minimize stress and manage time. “Problem solving is the process of identifying a discrepancy between an actual and desired state of affairs and then taking action to resolve the deficiency or take advantage of the opportunity.” States (Campling, et al., 2008, p.386). This has necessitated my conducting regular monitoring of my goals and progress to ensure I am on the right track; I am more flexible in solving problems and seeking solutions to emerging challenges. Thus, turning every situation within my profession into a learning experience and appreciating the motivational and behavioral initiatives that helps increase my morale to work and promote job satisfaction (James, 2003). An illustration of my increased development in my profession is, proven by my implementation of the ‘leading by example’ principle. This has offered me an opportunity to do what others are afraid of doing and taking risks, which have paid off. To promote participation with my colleagues as a part of growing professionally is, demonstrated by my initiative to learn how to fill invoices, helping fellow employees where I can, sapping from the knowledge of the more experienced and knowledgeable workers and generating mutual trust. Using the John Dewey Problem Solving Model, I have been able to define and analyze challenges as a professional; I have been able to develop criteria for evaluating solutions, apply the theory and establish the solutions, evaluate solutions and select the best solution that will solve the challenge. Professional attributes that I have acquired during my co-op placement cannot be over-emphasized. This is because, teamwork, accountability, impartiality, decision making approaches, conflict management strategies and self and group motivation forms the core and constituents of an effective and adequate professional. Learning the art of listening has helped me enhance my communication skills (Emmert, 1994, Volume 51, issue 6). All of which I have been able to integrate within my professional functions. Through the Co-op Placement, I was able to learn and understand how organizations operate and what is, needed to effectively, manage such organizations to prosperity and increased capacity of service delivery. By understanding how organizations operate, I acquired good focus and insights that will guide me in the future to satisfy the needs and goals of the organizations that I would work for and succeed as a professional. Co-op Learning Dimension # 2: Adding value to my employer organization From the feedback received from my employer organization, ToTal Property Services Auckland Ltd regarding the value that I added to the organization, it reads that due to my competence in executing my responsibilities, the great attention to details, the ability to understand my role and value to the organization well, helped exploit my skills, potential, knowledge, and the experience maximally. In addition, even though my functions and responsibilities rotated around dismal aspects of ToTal Property Services Auckland Ltd’s business, my value and initiatives to the organization is not in doubt as indicated by completing tasks assigned in to me in areas such as Operations and Administration. As business structures, systems, practices, processes and market environments change due to shifts in social, political, economical, ecological, financial, technological and economical paradigms, learning institutions are integrating emerging theories, concepts and models in teaching sessions to equip students with solutions to challenges in real life experience. As a student, I have learnt knew emerging theories, concepts, and models that although dismally, I shared with my organization employer in order to meet modern day challenges and effectively and efficiently deliver quality to customers. Among direct tasks I dealt with was in developing internal control. This includes entry of data consisting of account receivable and account payable, Bank Reconciliation, Payroll, sending and receiving faxes and mails from customers. According to (Carlon, et al, 2009, p.374), Internal Control is ‘A system of internal control is generally designed to provide reasonable assurance that assets are properly safeguarded and that accounting records are reliable.’ While (Leung, et al., 2009, p.536) refers to Internal control structure as “the key accounting are the purchases journal for recording purchase and the payments journal for recording payments to suppliers, as with sales transactions recorded purchases occasionally need to be adjusted to take into account claims for credit in respect of returned goods and invoicing errors.’ Through handwork, I learnt to use ACE payroll to calculate amount payable to employees depending on hours worked. I exercised my learnt knowledge on funds transfer, mailing salary receipts to employees, sending mails to Inland Revenue in appropriate periods, implementing, and notifying the organization’s clients about the use of new GST Rates. I was able to put into practice accounting and decision-making concepts and principles that I have learnt while schooling, into solving work problems, dealing with clients and making fundamental decisions that influence the organization positively. Through implementation of problem solving skills and communication, I was able to deal with all types of customers, and effectively and efficiently serve them (Campling, et al., 2008, p.386). This created customer satisfaction, safeguarding against bad debts and improved productive relations, which is integral to building ToTal Property Services Auckland Ltd’s customer loyalty, increased consumption of her services hence improved profitability and market share for the organization in general. Provision of innovative, cost-effective, adequate, quality, and efficient services to satisfy the shifting needs, expectations, preferences, tastes and hopes of customers lies in having a dynamic organization team and effective administration. As a supporting staff to administration functions across all business, and manage reception and the call centre responsibilities, I was able to foster team spirit, share information with my superiors and fellow colleagues and hence be part of the workforce that ensure the needs and inquiries of customers are effectively and fully addressed. This value to the employer organization cannot, be ignored. My ability to put into practice theories of critical thinking helped convince clients to pay up, solve work problems and effectively and efficiently execute my duties. Constant appreciation and approval offered by my direct supervising manager at ToTal Property Services Auckland Ltd, shows the value and the important role I played in achieving the goals and objectives of the organization and ensuring flow of work processes and efficient financial operations of the organization. Co-op Learning Dimension # 3: Developing an awareness of complexity and interrelationships within organizations and how these are, managed by my Employer Organization Feedback that was, given by ToTal Property Services Auckland Ltd indicated my ability to work cohesively and productively within any team and organization. This would not be possible if I were ignorant and non-conversant with complexities and interrelationships within modern day organizations, how these complexities and interrelationships are adequately, addressed and managed by ToTal Property Services Auckland Ltd. 1. Communication infrastructures within organizations Communication is a process “where a message is passed on from the speaker to the respondents and the respondents react by constructing meaning out of the message communicated, responds to the speaker and does some non verbal gestures so that the speaker understand that the message has been properly communicated” as stated by (Emmert, 1994, volume 51, issue 6). Lack of clear communication infrastructures leads to delayed disjointed efficiency owing to delayed receipt and sending of important information across horizontal structures and along vertical structures of the organization. This constitutes to inefficient sharing of information, which means solutions are not administered immediately a problem or a hitch occurs. Communication is fundamental in making significant decisions, solving problems, enhancing quality and fostering teamwork (Mohan, et al., 2008, p.536). Therefore, lack of adequate communication results to lack of flow of work and service processes, lack of accountability, disjointed relations among workers and inability of the management to communicate the business and corporate goals and objectives to the workers. Communication infrastructure at ToTal Property Services Auckland Ltd Communication within the organization and without the ToTal Property Services Auckland Ltd uses both formal and informal networks. Communication mostly takes place face to face (Total Service Solution, 2010). In addition, there are other modes of communication used by the management to its entire workforce, which is through the word of mouth, letters, and intranets, use of the official bulletin boards, holding regular board and staff meetings, use of telephones and sometimes use of internal memos. In their daily undertakings and execution of their duties, employees communicate to each other through face-to-face communication, social networks, and the internet and through personal mobile phones and office telephones. Informal communication between the employees takes the shape of face-to-face communication and this forms an important aspect of communication in the organization. To communicate to potential and existing customers about services provided at ToTal Property Services Auckland Ltd, the organization has created a website, which takes advantage of emerging technologies (Total Service Solution, 2010). This forms an avenue for displaying services on offer, give contacts addresses, and create awareness and promotion of its services. The website is http://totalpropertyservices.co.nz/aboutus.htm 2. Storage and retrieval of confidential information within organizations Storing and retrieval of information plays an integral role in ensuring the organization keeps in touch with the needs of its customers, is able to analyze changing buying behavior patterns, analyze innovative solutions that can promote effectiveness and quality of products and services produced, delivered and consumed and analyzing the strengths, weaknesses, risks and opportunities for an organization. Many organizations have lost their competitive edge, lost high rates of their market shares and lost their customers to competitions for knowingly or unknowingly, making their information to external and majority of the internal environment easily accessible and available. Securing information can be, facilitated by use of single- user access codes, passwords, safes and creating security firewalls for information stored in computers or other electronic devices. Storage and retrieval of confidential information at ToTal Property Services Auckland Ltd According to (Total Service Solution, 2010), ToTal Property Services Auckland Ltd has developed and implemented information storage and retrieval systems and mechanisms that ensure appropriate personnel and individual access the right suitable information. For confidential information, the organization has established use of encrypted passwords and ensuring all concerned stakeholders adhere and comply with professional codes of ethics to conceal and not to expose confidential information about anything that pertains to the organization especially if there is conflict of interests (Total Service Solution, 2010). 3. Relationships within the workforce and stakeholders The human resource of an organization forms the most reliable and valuable asset to an organization. Therefore, having good relationship with workers within an organization is crucial. Good relationships allow sharing of information, participative functioning of all departments, and encourage workers to contribute their best, become more creative and innovative in their service and production delivery, which is ultimately beneficial to organization’s competitiveness and achieving goals. (Kale, 2009) states that ‘Relationship Management is a business strategy of engaging customer and developing a relationship with him which is based on trust and loyalty”. Therefore, building healthy relationships among various organization structures is not optional for modern organizations. This can be, realized by ensuring grievances are efficiently resolved, employees are involved in critical processes of the organization, employee’s inquiries and fears are, addressed, and the employee is, regularly updated about the financial position and progress of the organization (Mitchell, 1999). This leads to employees feeling appreciated and therefore, exploit their best potential and skills in full and there are able to voice their opinions, ideas and indicate early when they foresee a problem or when the problem actually arises. Relationships within the workforce at ToTal Property Services Auckland Ltd At ToTal Property Services Auckland Ltd, the relationships within the workforce are healthy. The relationships established are, characterized by regular communication among and within departments to ensure cohesiveness, participation and taking full responsibility to ensure all parties concerned are effectively and efficiently served and dealing with worker grievances whenever and wherever they occur (Total Service Solution, 2010). To foster strong and stable relationships, the management at ToTal Property Services Auckland Ltd has established mutual trust, respecting the rights of workers and constantly involving employees within different departments in making decisions and making plans that are directly or, indirectly going to affect the workforce (Total Service Solution, 2010). By so doing, ToTal Property Services Auckland Ltd’s workers transfer this healthy relationship to how they deal and handle customers, suppliers and the management. This creates a healthy cycle of interrelationships. Other complexities and interrelationships within organizations and how ToTal Property Services Auckland Ltd, manages them Among complexities within organizations, include insufficient unprepared ness and insufficient safety measures. This exposes organizations to probable risks of industrial accidents and harm to its facilities and workforces. For ToTal Property Services Auckland Ltd, the organization has implemented safety measures such as installation of alarm systems, fire extinguishers and training employees on safety issues. Regularly, there are security drills to measure the organization’s preparedness to emergencies. The other interrelationship complexity is un-standardized reporting systems. Many organizations are finding it effective to develop standard reporting systems to enhance solving conflicts and sending and receiving feedback. ToTal Property Services Auckland Ltd has hierarchical reporting system where lower level employees report to their immediate superiors (Total Service Solution, 2010). This minimizes the amount of cases taken to top-level structures, which can as easily be, resolved by middle level mangers and immediate supervisors (Service Solution, 2010). Co-op Learning Dimension # 4: Understanding how the external environment impacts on my Employer Organization Success for majority of contemporary business organizations lies in understanding the external environment and knowing how they affect and influence them. ToTal Property Services Auckland Ltd is an organization in real estate industry specifically property management and service industry. Service industry contributes to around 60% of total GDP according to (Economic Survey, 2010) while labor supplied to the service industry amounts to 54% of total labor in New Zealand as stated by (Labor Force, 2010). According to (Service Industry, 2010), service industry grows at a rate of 4% in New Zealand. Among essential external stakeholders to the organization includes customers who are the key determinant to the success, profitability, expansion and worth of the organization (Lake, 2010). Customers ensure continuous flow of financial resources and business for ToTal Property Services Auckland Ltd. Customers dictate the type of services to be, offered based on their needs, tastes, preferences, expectations, and choices. Sometimes, customers influence the pricing strategy used for organization’s services (Total Service Solution, 2010). Customer loyalty, purchase and good reviews from them enable an organization influence potential customers and woo investors in the industry. Suppliers are the other external stakeholder who influences on-time delivery of ToTal Property Services Auckland Ltd’s services to customers. Effective management of relationship with suppliers ensures supply of quality, reliable and effective products used to deliver services to clients (Landy & Conte, 2010, p 387). Supply of defective and low-standard goods leads to poor efficiency of services offered hence decreased customer satisfaction that can result in customers seeking alternative services from competitors (Savastano, 2008). This is not good for business. The Inland Revenue Department, an external stakeholder ensures the organization complies with applicable legal and formal guidelines and polices. Developing and implementing relationship management and communication structures is fundamental in managing the external environment and external stakeholders effectively. Understanding how the external environment influences ToTal Property Services Auckland Ltd, is fundamental in developing strategies to combat and safeguard the organization. The change in tax structure has increased the burden on the organization to pay extra charged taxes, which necessitates shifting costs to the end user who is the customer. This is done by increasing the price and cost of services that customers may not be willing to offer hence seek alternative option or the organization offer services at normal rates hence experiencing decreased profitability. Occurrence of natural catastrophes such as earthquakes render the organization functionless, as facilities are, bound to be, damaged and customers are displaced, hence disrupting the flow of services and operations within and without the organization (Arnold, 2010). The increase in GST from 12.5% to 15% has resulted in an increase in prices for services offered by the organization, which is not positively, embraced, by customers (Total Service Solution, 2010). The Christ Church earthquake is one such case that disrupted operations at the organization due to cancelled and delayed flights hence, delayed delivery of supplies and services. In addition, there was insufficient service delivery due to low labor supply and turn out. For the real estate industry, the damage was great considering the number of buildings and road infrastructures damaged during the earthquake. With the effects of the global financial recession the ToTal Property Services Auckland Ltd and real estate and service industries suffered severely since majority of customers postponed procuring the organization’s and the industries’ services in order to save a penny to budget for essential services and products such as food, shelter and education. In addition, some customers had no money to buy services offered by the industry and the organization. On the other hand, the organization had no extra disposable income to invest in such areas as use of new technologies, innovation, and research and development among others. Moreover, due to market vulnerability in the industry, investors were reluctant to invest fearing the increased risk to lose their money. However, more recently, the organization has recovered and is integrating use of technology. The ever-rising competition within the industry is among external environments affecting ToTal Property Services Auckland Ltd. Through competition, the organization is compelled to reorganize its pricing strategies by cutting costs in order to compete with rivals offering similar services but a lesser price. Through competition, the organization has no option but to worry of reducing market share, as customer loyalty usually shift to and from organizations offering substitutes products. To combat the challenge, the organization is making use of modern technologies and emerging innovation techniques in order to increase its competitiveness. Moreover, it is investing in product differentiation and enhanced customer service to be able to meet changing needs of the customer, understand what the customer expects and develop sustainable relationships. Conclusion During my co-op placement at ToTal Property Services Auckland Ltd, I have grown and developed tremendously as a professional. I am more confident, I have learnt to apply my theoretical knowledge in Accounts and decision making into real life organizational situations. I have developed my strengths to be more of a team player, foster teamwork, solve challenges and problems critically, develop better and effective communication skills and have the willingness to learn new things. As illustrated by the feedback of ToTal Property Services Auckland Ltd, I am more aware of what is required of me as a professional, I am able to effectively, accurately and efficiently able to execute my assigned duties and consult where I am not sure. My positive approach to life, collaborative relationships at ToTal Property Services Auckland Ltd and my persistent nature to ask questions, has allowed my increased ability to manage time, become more result oriented, appreciate the spirit of teamwork, adhere to set guidelines and standards and has enhanced my skills and knowledge in critical thinking, decision making and solving problems. During my coop placement, I had an opportunity to assess my skills and abilities to associate with fellow colleagues and examine my capability to efficiently, and professionally use my theoretical knowledge and understanding in real life practical experiences. Moreover, it was an opportunity to learn from others, develop my teambuilding, decision-making and problem solving skills and abilities. References Arnold. (2010). New Zealand's second largest city, Christchurch, continues to be rocked by strong aftershocks following a major earthquake. 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