exetel presentation
SLIDE 3
So firstly introduce what are the issues/challenges etc. under investigation –
Exetel's management of Sri Lanka and its implementation and use ofthe GURUS system
Use of Control Mechanisms in Multinational Organizational Structures,
WHO HERE (JUST RAISE YOUR HAND) HAS HAD A NEGATIVE EXPERIENCE WITH
PHONE SUPPORT FROM TECH SUPPORT? WHO HAS HAD A POSITIVE ONE? (ask for one name from each different question, come back to them shortly)
SLIDE 4
4 sections – tech support, inbound sales, software development, billing and admin
BEFORE GURUS – Too many reports with inconsistent format, too many words without quantifiable numbers, Australian General Manager had homesickness
GURUS: measured every single staff performance in Sri Lanka in real time – unwelcome to employees. Displayed public results. '0' meeting all of job goals, '1' not meeting all of job goals.
Why GURUS was decommissioned..... a) Customer satisfaction continued to decline while the screen shows ‘0’ b) Measuring ‘quantity, not ‘quality c) ‘Public execution’ for under performing staff d) Easily deceived by ‘data manipulation’
SLIDE 5
Control system: helps link the organization vertically, up and down the organizational hierarchy •
Basic functions of control system - Measure or monitor the performances of subunits - Provide feedback to subunit managers regarding the effectiveness of their units
Design Options for Control Systems • Four types of control systems - Output control system Bureaucratic control system - Decision-making control - Cultural control system
Output Control Systems • Assesses the performance of a unit based on results, not on the processes used to achieve these results - Profit centre: unit controlled by its profit or loss performance -Bureaucratic control system • Focuses on managing behaviors within the organization - Budgets: financial targets for expenditures - Statistical reports: information to top management about nonfinancial outcomes - Standard
So firstly introduce what are the issues/challenges etc. under investigation –
Exetel's management of Sri Lanka and its implementation and use ofthe GURUS system
Use of Control Mechanisms in Multinational Organizational Structures,
WHO HERE (JUST RAISE YOUR HAND) HAS HAD A NEGATIVE EXPERIENCE WITH
PHONE SUPPORT FROM TECH SUPPORT? WHO HAS HAD A POSITIVE ONE? (ask for one name from each different question, come back to them shortly)
SLIDE 4
4 sections – tech support, inbound sales, software development, billing and admin
BEFORE GURUS – Too many reports with inconsistent format, too many words without quantifiable numbers, Australian General Manager had homesickness
GURUS: measured every single staff performance in Sri Lanka in real time – unwelcome to employees. Displayed public results. '0' meeting all of job goals, '1' not meeting all of job goals.
Why GURUS was decommissioned..... a) Customer satisfaction continued to decline while the screen shows ‘0’ b) Measuring ‘quantity, not ‘quality c) ‘Public execution’ for under performing staff d) Easily deceived by ‘data manipulation’
SLIDE 5
Control system: helps link the organization vertically, up and down the organizational hierarchy •
Basic functions of control system - Measure or monitor the performances of subunits - Provide feedback to subunit managers regarding the effectiveness of their units
Design Options for Control Systems • Four types of control systems - Output control system Bureaucratic control system - Decision-making control - Cultural control system
Output Control Systems • Assesses the performance of a unit based on results, not on the processes used to achieve these results - Profit centre: unit controlled by its profit or loss performance -Bureaucratic control system • Focuses on managing behaviors within the organization - Budgets: financial targets for expenditures - Statistical reports: information to top management about nonfinancial outcomes - Standard