Organizational Outputs Essay

In reviewing the article in reference to the Nadler-Tushman Congruence Model. Another quote from the article, struck me very strongly in regards to the observed organization; ‘The bigger the gap between the formal and informal systems within the organization, the less effective the organization is. ‘ This is from the Weisbord’s Six Box Model and this aspect is quite apparent in the organization observed. A negative output is one of the things that should be avoided, especially regarding consumers. An agreed statistic within many business marketing modules that a dissatisfied consumer will often tell more people than a satisfied consumer. A frustrating fact, however true. Outputs are those products which are dispensed from the organization. These can include product, as already mentioned, the way consumers are treated is another factor. Outputs also include, how the organization interacts with the environment. Technically an output is any factor that the organization ‘puts out’ whether through marketing, whether intentionally or unintentionally. Consumer Satisfaction There is an old saying, ‘You can’t please people all of the time. ‘ In an organization where the internal culture is to ‘never’ say ‘no. ‘ Because, we have also heard the saying, ‘The customer is always right. ‘ An automatic conflict is built between consumer and employee. Someone, is usually wrong. And if a person is doing their job as required under organizational policy, the possibility of ‘pleasing all of the people all of the time’ becomes quite low. However, in an organization ‘pleasing’ every person is a near impossibility. In fact, I believe, it was Menecke who said, ‘I don’t know the sure way to success. I do know the sure way to failure, trying to please everyone all the time. ‘ Certainly a risk every organization takes is how to tell the consumer, ‘no’, while keeping that person as a consumer. Somewhat of a conundrum, as no one likes to hear the word ‘no. ‘ This is where the earlier quote from ‘Weisford’s Six Box Model’ caught my particular attention. Faulty policy or the failure of an organization to uphold it’s own policy, creates extreme difficulties for personnel. In the organization observed, a policy would be set forth, such as a limit to the type or number of courses a student could take in an eight week period. Personnel, following policy and even double checking policy with the Director would refuse the student as directed under policy. The stated policy would then be, completely undermined if the student decided to complain. In most cases, if not all, the student was allowed the ‘exception’ to having policy overturned. When a situation such as this occurs on a recurring basis, morale is severely weakened. Personnel are not trusted to do their jobs with integrity. As well as the fact, that when policy is regularly undermined, what then becomes the point of attempting to enforce any type of policy. Worse, the employee begins to give up altogether in performing their tasks with any independence. As the result is and has been personnel are wrong and can be completely overridden. The result is an organization without compass. And ultimately, in this organizational situation, it is the consumers that are hurt the worst. Personnel become surly and unwilling to help. After all, how can personnel be perceived as being helpful when every decision, no matter how small can be overturned? The situation becomes unbearable, and any attempt at creating consumer loyalty is lost. Policy should serve as that mechanism to provide the means toward providing consumer needs. When that attempt to follow policy is constantly undermined, the result, undoubtedly is weak, powerless leadership and an unwilling personnel to follow any ‘policy’ that is developed. Personnel should be one of the most enthusiastic ‘ambassadors’ to the community when representing the organization. The odd thing about serving the organization in this way, is that a certain pride should be taken in the work one does. A continuous undermining of the personnel’s ability to do the job one has been hired to accomplish. This type of output creates a hostile atmosphere, distrust is built and maintained through this constant turmoil between management, personnel and consumers. Summary Only one type of output has been mentioned in this report. The reason being that personnel are crucial to the way consumers and the public perceive the function ability of an organization. A dissatisfied representative or employee becomes complacent and extremely unwilling to attempt new devices for serving the consumer. Much less becoming innovative in the process. Frustrating employees to the point of powerlessness, is not a recommended means toward the success of an organization. Another reason, I believe in the importance of personnel and their ability is that most organization’s neglect the fact that a sound, successful organization is built on the competence of employees. Yet, this seems to have become the accepted methodology among many organizations, especially older organizations. A basic principle is that personnel are the most valuable investment an organization can make. Personnel, especially those in the front line are those that have the ability to positively affect a second most important resource, consumers.