Theories and Models in the Contemporary Management of Services - Essay Example

Analytical Report Analytical Report This analytical report will examine the principle theories as well as the models that are concerned in the contemporary management of services in an organisation. This report will illustrate the current conditions, problems in an organisation and try to analyse the necessary recommendations that might be applicable in the management of the problems experienced in the building society. The main assessment of this report is the analysis of a case study of the Coast-to-coal building society. The particular case study of the society was noted to be as follows. The systems that are involved in the management of the loans acquisition procedures seem not to be in efficiently functional status. This paper will analyse the underlying conditions and come up with recommendations with regard to the problems that have been noted. The economy of the nation of Australia was noted to be on the decline. Subsequently, there was a notable decrease in the coal mining sector in the country. On the other hand, there was a significant reduction in the employment rates in the sector. This can translate to the reduction of the economic status in the country. Notably, there was a significant reduction in the economic status of Queensland. This particular region noted the most decline in the employment sector; on the contrary, there was a notable negative percentage on the employment of the place. In the midst of the economic surge that was experienced, Coal-to-coal Building society noted a significant increase in the loan refining applications. While there seemed to have been a financial crunch in most of the major sectors, apparently the home financing sector experienced an increase in their transactions and activities. This translates to a positive economic growth in the sector (Curran, et at., 2012). This paper will be concerned with the procedures Coal-to-coal Building society home loan program. It is important that once a customer has had interest and inquired about the application of loans, it is necessary that the application processes be carried out in the appropriate cycles aligned up in the schedules time period. In the society, it is a general recommendation that the most time cycle that a customer should wait for the loan application cycle to be complete is a maximum of 4 months. It is also a common trend in the loan providing agencies for the loans to be processed from the invitation stage to the purchase stage in the most efficient and fastest way. This is important in the enabling of the clients to have the most conducive time in the search for the lost appropriate homes within a suitable time period (Huy, 2011). Additionally, is important to note that clients need to meet the necessary conditions for the acquisition of the loans. In the given circumstances that the client is not able to fulfil all the necessary conditions, it is important for the manager of the society to determine if the information that has been provided by the client is sufficient in the acquisition of the loan. On the other hand, it is important for the society employees to be able to provide quality, efficient as well as a suitable services to the clients they are serving. It is also necessary for the employees to be well versed with the society’s customer service charter. The importance of this knowledge is to enable the employees to respond to the clients by providing a timely response to the clients with regard to the services that are received. Additionally, this would further enable the clients to be able to put across complains in the most appropriate manner. Loan application procedure Loan acquisition has some procedures that need to be followed by the various clients who would like to acquire loans at the various societies. The various procedures that need to be followed in the application of the loans in the various institutions can be summarised in the table below: Updating paper related based files This step involves the acquisition of paper related loan files. These files are always obtained from the relevant offices where the loan should be obtained from. At this point it is necessary to have the acquisition of all the necessary documents that are needed in the loan application processes. It is also necessary not to have the lost, hence the need to have the security of all the documents. Copies of the original documents are made and included in the file that is obtained from the office giving out the loans. The next stage in the loan application is the verification or otherwise the change of loan status. This process involves the change of the loan status that might be termed as formal application. This is followed by identification of the appropriate loan package or product that one might be interested in. selection of the loan product is very important in the loan application process. It is at this process that some of the information contained in the loan products is taken to the Loan Criteria lab. At this stage, all the information that does not meet the loan application criteria are deleted and discarded from the system. Selection of the best loan product is generally dependent on the situation that the applicant might be facing; hence the circumstance which a loan is applied is entirely dependent on the nature of the loan products that are in question. It is also at this particular point that any information that is not clearly illustrated is illustrated. The information that might be creating doubts in the clients is usually verified by assistance from the managers from the society. The next stage is the stage that involves updating information on the loan application evaluation tabs. Current problems in the organisation From the feedback that had been presented by the client, it is important to note that there indeed exist some mishaps in the structure and corporation in the organisation. The fact that the client had obtained a loan from the organisation initially should mean that the organisation had his comprehensive details such as employment and all the necessary information needed in the determination of a client’s suitability to acquire loan. Hence there was no need for requesting these same details while he was an existing client in the organisation. Asking for the same details again is an indication that the organisation does not have its documentation structures efficiently functional. On the other hand, if the client was paying for the mortgage using his cheque account, it is indeed not easy to understand why the society had to inform the client of the load overdue payment. This is because the society was able to obtain the mortgage payment without any difficulty given the kind of payment scheme the client was using. The fact that the societies system was not able to determine the kind of payment scheme a client is taking on the loan payment is an indication that societies system is somehow not efficiently functional. This mishap can be associated with the financial department that seems not to be updated. On the other hand, it can be noted that there is a significant issue with the communication of the society. There is a communication breakdown in the societies’ system and that is why the various communications does not have updated details of the client. On the other hand, the fact that the client cannot be attended to consistently can be an indication that the various departments are not coordinating among themselves. The client further noted that he did not know who in particular in the society he had to face with his concerns. As a result he had faced so many different persons in the society with little help being offered. The fact that one cannot have the knowledge on the appropriate person to face with the underlying issues one has is an indication of non-clear structure of organisation in the subsequent departments. The society does not have clear specialisation of in the department for handling various issues pertaining to clients. Additionally, it is notable that the time taken by the client’swhile going from one person to the other to address his issues is actually time wasted. Furthermore, this can be later justified by the fact that the client had to have his contract cancelled and also not having his mortgage plan cancelled. Additionally, the client had the loan processing done so late that he was not able to choose the desired mortgage design, and subsequently not having any of the mortgages being processed. Due the unclear structures in the organisation, the client was not able to have the loan processed hence going to court to have the society compensating him for loses that he had encountered. This is a situation that will be a loss situation for the society. Despite the forwarded complains by the client, the company had noted that there was a need to increase its capacity to manage the increase of the demand of loans that are applied for. The company had initiated the development of new loan processes that was intended to manage the increasing clients who were in need of the loans. Recommendation for the problems in the organisation The organisation is in need of a sufficiently functional system that can aid in the management of the increased client base that they have been receiving. A model of organisations structure that can be developed by the organisation is as summarised in the table below. On the other hand, there are numerous alternatives that the organisations can embrace in the midst of creating efficient systems. The company can make use of the online registration system that is efficient enough and requires less consultations from the organisations personnel’s. It is necessary for the manager to set up the necessary initiative for the required reforms in the organisation. Setting the stage for change should be much easier when the manger is able to communicate efficiently with all the employees for both long terms and short terms changes implementation (Guest, 2011). It is necessary for the manager to set up effective communication strategies in the organisation. Communication should be effected in virtually all aspects of the organisation. This can be observed with effective flow of information from the head of the organisation to the junior employees. Effective communication should also be effected from the clients to the employees (Cosh, Fu & Hughes, 2012). Efficient communication methodologies such as direct calling of the employees are important for efficiency in the smooth running of the organisation. On the other hand, organisations should develop data collection methods that are effective in the provision of correct information from the employees and the clients as well. This will be very effective in the generation of data of the factual activities that are continually going on in the organisation. Additionally, it is necessary to gather the appropriate information needed in the determination of the changes that need to be implemented in the organisation. The information that is gathered is necessary in the determination of the gap in information between what is there at hand and that vision necessary for the future of the organisation (Brynjolfsson, Renshaw& Van, 2012). It is also necessary in to determine the most appropriate organisation transformation design. The design of the gap transformation will be dependent on the gap that has been experienced through data collection. It is at this point that the pros and cons of various change implementation models need to be exploited. The models that will be decided on will be necessary in driving the organisation to the desired direction. Varied decisions are an indication that there is indeed a wide range of the variance of the previous and the vision structures that are needed in the organisation (Chiaroni, Chiesa, &Frattini, 2011). The organisation will also have to implement and evaluate the designs that have been decided on, while implementing them all the same. It will be necessary to ask questions like, to what extend does the changes that have been implemented have in the organisation? And what are the observable changes that can be observed in the organisation? And what if there are incumbents who will not be able to notice the differences in the changes in the organisation? Hence it is necessary to have impactful determination of appropriate evaluations of the extent to which there are changes in positions. Additionally, it would even seem appropriate to have the employees applying and being interviewed for the new positions that have need created in the organisation. However, this methodology is often perceived to restrain relationships among the employees, it is also credited to create the needed efficiency in the organisation (Burke, 2013). Conclusion There are various indications that he acquisition of home loans in Australia is on the increase. On the other hand, it is important for the various home loan providers to have their loan application systems and procedure functioning efficiently. Revision of the handling of the loan details involved in the applications and handling of loan cases in the Coal-to-coal Building society will enable the organisation provide a faster as well as a significantly efficient management of the loan processes. On the other hand, the organisation can embrace online application of loans, a system that is automated and time effective. With the new systems in the organisation, parent loan borrowers will be able to complete as well as have access to the parent additional loans in a relatively short period References Brynjolfsson, E., Renshaw, A., & Van Alstyne, M. ,2012, The matrix of change. Sloan Management Review. Burke, W. W. (2013). Organization change.Sage. Chiaroni, D., Chiesa, V., &Frattini, F, 2011, The open innovation journey: how firms dynamically implement the emerging innovation management paradigm. Technovation, 31(1), 34-43. Cosh, A., Fu, X., & Hughes, A. ,2012, Organisation structure and innovation performance in different environments. Small Business Economics, 39(2), 301-317. Curran, G. M., Bauer, M., Mittman, B., Pyne, J. M., &Stetler, C, 2012, Effectiveness-implementation hybrid designs: combining elements of clinical effectiveness and implementation research to enhance public health impact. Medical care, 50(3), 217. Guest, D. E., 2011. 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