We use cookies to give you the best experience possible. By continuing we’ll assume you’re on board with our cookie policy

Scientific Management Essay Sample

essay
  • Pages: 2
  • Word count: 465
  • Rewriting Possibility: 99% (excellent)
  • Category: management

Get Full Essay

Get access to this section to get all help you need with your essay and educational issues.

Get Access

Introduction of TOPIC

Telebank plc’s telephone banking call centre at fordsal in the north of England, is one of the most secure banks. And with this security, came with great control. This building holds many telephone operator for 1100 customer calls each day. Not only that the telephone Information Communication Technology was good in handling calls, it is also productive and effective. However, controlling of the telephone operator create stress and pressure in their work.

How does the clerks experience this control ? Relating to scientific management, the control of the clerks to handle the overwhelming calls was productive and effective. However, with the quota on the calls per day in addition to evaluate and rewards for the numbers of calls they answer, many clerks rush with the call just to attend to the next call as fast as possible. This creates high pressure, fast- paced, target driven and endless repetitive work, and in return, poor customer service. In Scientific management, it is called t

ime motion studies and man into machine. Although it is efficient and effective, incentive system is

Sorry, but full essay samples are available only for registered users

Choose a Membership Plan
not a good system to begin with, and this, it creates competitive among workers and disregard responsibility to the job nature. (Maqbool, Zakariya, Paracha, 2011).

Although, all clerks have agreed to the target they must achieve in a single day, many clerks were unhappy, dissatisfied and feels meaningless working in endless repetitive job, answering calls every few minutes for the entire working day. Clerks mentioned that the pay were low in relation to the amount of pressure and stress in handling phone calls and explaining that even packing plastics toys into the box in some companies could get better pay.

The nature of the job as a telephone customer service clerk was to provide caring, understanding, patience, and proper service to customers. However, with the controlling of manpower from the ICT machines, many are bind down to timing rather than servicing, which is actually in opposition of customer service. After discussion, many clerks had concluded that they are not chasing target aimlessly but rather in the mind of helping and serving customer. Before the target been implemented, quality of customer service was better without pressure of having to answer a certain targeted phone call. The clerks valued themselves as an important role, great responsibility and a high status of been the bank clerk. However with the system the bank managed, clerks felt that the bank is denying the nature of the job, and taking them away from been useful and meaningful.

Reference:
Magbool, M. and Zakariya, A. and Paracha. A. N.(2011) A critique on Scientific Management, Interdisciplinary journal of contemporary research in business. 3(4), p. 844- 854.

We can write a custom essay on

Scientific Management Essay Sample ...
According to Your Specific Requirements.

Order an essay

You May Also Find These Documents Helpful

Business organization - Management and control

Distribution is the movement of a good or service from the source to the final customer, consumer, or user. This process is made through a distribution channel for example wholesalers and retailers. The purpose of a distribution channel is to supply a link between production and consumption. There are 2 types of distribution channels these are indirect and direct. An indirect distribution channel relies on middle men to perform most if not all of its product handling functions. This is known as wholesale distribution. Businesses that have indirect distribution channels have to set up relationships with third-party selling systems. An indirect distribution channel would look a little something like is: Producer-Wholesaler-Retailer-Consumer. An example of a business that does this would be Pretty Little Thing. A direct distribution channel is both organized and managed by the business. These businesses will have their own logistics teams transport vehicles warehouses and driving staff. A...

Principles total quality management

Many organizations are seeking to gain competitive advantage by focusing on managing costs, times and quality of services or products. The purpose of the study is to examine the attitude toward implementation of total quality management principles and how the effects of the intention to implement TQM in an organization. The study reviews past research to examine the perception of implementing TQM principles. Result find that many researchers show the positive relationship between attitude toward TQM principle implementation (customer focus, leadership, employee engagement, process approach, improvement, evidence based decision making and relationship management) Key words: total quality management principle (TQMP), competitive advantage, costs, time, quality, perception. Introduction Total quality management (TQM) becomes one of the main sources of competitive advantage among different sectors of the business from the last two decade. Edwards Deming initiate the total quality management (TQM) approach that he focus on improving the efficiency of the industry in...

Taylor’s theory of scientific management

Throughout this essay I will discuss the importance of understanding organisational behaviour and the different factors of success it effects. Organisational behaviour is the study of the structure and management of organisations, their environments, and the actions and interactions of their individual members and groups. (TEXT BOOK) I plan to look at Taylor’s theory of scientific management, Ford’s theory of the assembly line and contrast these with theories such as Maslow and his methods of motivation and the impact these have on Human Resources. Taylor’s theory of scientific management states that man is an economic animal who\'s is motivated by money and will do the bare minimum if possible- systematic soldiering This therefore lead him to pay workers on a peice-rate system. Through the use of Taylor’s theory, organisations were able to increase efficiency and minimise waste while increasing output. A prime example of the use of scientific management is,Toyota....

Popular Essays

logo

Emma Taylor

online

Hi there!
Would you like to get such a paper?
How about getting a customized one?