Organizational tendencies is a study that looks at the individuals, employees, and how management teams react and interact within the business in a work area setting. OB is therefore an interdisciplinary field that comprises communication, sociology, psychology, and management. The key issues that effect organizational habit include; organizational change, corporate and business culture within the industry, organizational development, and customer anticipations that usually form the organizational ideals. This research newspaper tries to describe the basic but vital rules of organizational habit in order to provide the management clubs with adequate theoretical knowledge regarding essential principles necessary for the effective and effective management their work, and to understand some of the principles and difficulties related to the management of tendencies in organizations. This is done with give attention to Barclays bank, to identify the relationship between employees and the organizations where they work. The study methodologies followed are online questionnaire, interviews, and the use of observation of the procedure of Barclays bank employees. There is an increase in the drive by companies to build up mature organizational habit and culture, owing to the recognized benefits and success associated with it that companies enjoy.
Key words: Organizational behavior
Organizational Behavior Research on Barclays Bank
This paper seeks to investigate the organizational behavior implemented by Barclays loan provider around the world. Barclays PLC is a United kingdom multinational bank and financial services company, which is headquartered in London, UK. Barclays PLC operations in over 50 countries across European countries, Asia, South America, North America and Africa including Kenya, with a complete number of customers exceeding 48 million globally and the fourth-largest standard bank worldwide by advantage (Business. barclays. co. uk, 2013). Barclays is organized in two business clusters, (1) the corporate and investment bank and prosperity and investment management and (2), retail and business bank.
The corporate and investment banking and riches and investment management cluster addresses three business units: the organization banking; Investment banking; and Riches and investment management, as the retail and business banking cluster entail four business units which include Africa retail and business banking; Barclaycard; Europe retail and business banking; and UK retail and business banking (Business. barclays. co. uk, 2013). Most subsidiaries of Barclays PLC operate under Retail, Corporate, Treasury and Credit card Services with cross efficient relationships to aid the sections of local business and small to mid-sized businesses (SME). Barclays financial power coupled with intensive local and international resources have placed Barclays as the very best specialist of financial services in the market for the past many years. Moreover, Barclay's consistent financial performance has generated self-confidence in their leadership and management among the Bank's shareholders, as well as the industry in general making it an easy go brand. For instance, the Kenyan subsidiary known as Barclays Bank of Kenya Small has been around procedure for 95 years, and has subsequently built an comprehensive network of 117 branches and over 230 ATM's countrywide (Business. barclays. co. uk, 2013). The network is recognized by Internet and mobile banking channels and also a Customer Service Centre that works 24 hours a day, 7 days weekly.
The multinational characteristics of Barclays loan provider and the diverse clusters functioning in various business environment internationally present different difficulties to the bank that are related to the industry environment. In the same way, Barclays bank or investment company in this regards is affected by both local and international industry environment since decisions made at the international regions have a primary bearing on the operation of other subsidiaries throughout the world. The bank draws its employees across all nationalities, races, and ethnicities consequently of the increasing globalization and interconnectivity where people from different nationalities are appointed to work a long way away using their company countries of beginning getting with them different principles, norms and ethnicities. To deal with this, Barclays standard bank has successfully were able to develop workable and standard business action and culture that that slices across the nationalities to ensure harmonious businesses.
Organizational Action Principles
The success of multinational organizations would depend after the organizational patterns principles used and applied in the respected subsidiaries. The OB rules that re highly relevant to this research are customer responsiveness, personality and business, work drive, job satisfaction and prize management, communication, change management and authority.
Customer Responsiveness
Being that Barclays runs in a service industry; their success is totally attributed to the quality of service and the fast degree of responsiveness when handling customer queries. One of the values implemented by the lender is the declaration that 'customer first', to mean that customers must be taken care of first let me give you. This has become part of the organizational tendencies, making the bank to bolster their customer support department by ensuring that all employees controlling customers are well trained to provide quality service within the shortest time possible. Every one like the management team is oriented to treat the customers as the boss in all circumstances.
Customer responsiveness is also achieved through product diversification to meet up with the demands of most groups of customers irrespective of their socio-economic status. This is much noticeable through the release of versatile and diversified charge card products commonly known as Barclaycards that match different needs. The marketplace and customers expectation has been modeled to demand adaptable and cheaper credit cards that match diverse needs of the people (Barclays. co. uk 2013a). For instance, Barclaycard being the first visa or mastercard specialist in Britain offers a variety of quality products that match the need of all customers including those who require competitive interest-free product, or those in need of first credit card at competitive rates. In the same way, there are low standard-rate bank cards that are preserved for clients with excellent credit histories. This selection of product ensures there is a suitable product for each and every category of customers. It really is what is absent in HSBC that should be provided to ensure that customers' satisfaction are achieved, commercial communication, group patterns, human decision making.
Personality and Organization
To create a good organizational habit, the management need to understand personality of employees to be able to develop a workable connection model within the organization. Personality requires characteristics, attributes, skills, and competencies of employees, combined with other features such as grooming and frame of mind. Personality generally is impact by the surroundings and the cultural settings. However, there are specific universal characteristics which always emerge in individuals that are acceptable over the board. For example, customer service professionals are anticipated to be ambitious, humble and respectful, have a hearing potential, assertive and welcoming. These traits, thoughts, and feelings should be translated into obvious tendencies that can get and wthhold the customers.
Communication
Clear communication within the business is very important since it is vital in inculcating common target. Failing in communication can result when clear purpose is not conveyed or when the note is distorted over the channel of communication adopted. Communication setting can also bar clear conveyance of information therefore of unclear chain of command. Some of the obstacles of effective communication may include assumptions by the sender who ignores elements of the info to be relayed, preconception among the receivers and biases in delivery. Hence, it is imperative for the organization to build up communication culture as part of the organization action (Ashraf, 2012). Such culture clearly stipulates the string of command line of communication, communication route and generally the type of language to be used in any delivery of information, which must strictly be public. Everyone like the management must talk well with all people within the business irrespective of being subordinates. This can instill respect and appropriate execution of the command as clearly specified. Clear communication also plays a significant role in the satisfaction of customer requirements and also to provide everything needed by the customer for decision making
Work Motivation
Full conformity to the organizational culture and habit is also affected by the level of motivation among the list of staff and the entire workforce. Determination brings the intrinsic urge to perform at the job place, which is linked to the subconscious and emotional well-being. The amount of motivation one of the staff within the organization therefore, activates tendencies or an desire that is fond of a goal (Ashraf, 2012). Which means that for the organizations culture and behavior to be honored at all times, the management need to develop a highly determined personnel that understands and completely embraces the worth of the organization. To attain the work inspiration that has immediate impact on production, several factors can be implemented as part of organization culture to encourage competition one of the employees towards development. A number of the factors include;
Job Enrichment: Jobs have to be made to offer opportunities for responsibility growth, achievement, and acceptance for good performance. This calls for providing challenging tasks that fully engages the employees through greater utilization of skills and will be offering chance of personal development.
Flexi time: This idea is meant to allow employees to once in a while control their working arrangements, such that they make a decision which work to start out with (Ashraf, 2012). This technique makes employees more sensible and accountable, and eliminates the overall feeling they are micromanaged to perform.
Empowerment: This involves giving employees power in their region of procedure to make decisions and also handle their work related problems without authorization from the management.
Employees stock ownership plan: this technique has become a key tool in getting, retaining, and motivating labor force in business organizations. The machine allows employees to possess the business's stock to be part of the stockholders and as part of their benefit deal. This motivates employees work harder and defends the business since their service immediately influences the performance of the company. Low employees' output means lower value of the stock prices. This strategy was used by Equity Bank or investment company, which happens to be the most effective growing bank in the sub-Saharan Africa, thus should be followed by market market leaders like Barclays lender.
Job Satisfaction and Reward Management
Organization habit should be the one which promotes job satisfaction, which is the employees' overall attitude towards their careers. It's the fulfillment an employee develops after evaluation of employment or job experience. Job satisfaction can be derived from a number of features such as the amount of pay, promotion opportunities, the work itself, guidance, conducive work environment, and relationship with co- personnel. Every firm should therefore create a typical organizational behavior that includes employee promotion on merit, professional supervision, and standard remuneration of employees predicated on production and job group. Although differing people may derive satisfaction from cool features, the most common elements are as mentioned above and a wider method of improve job design, work business and general quality of life. In addition to job satisfaction, effective reward management must be developed that fairly recognizes employees' work to reinforce output or adherence to organizational prices and behavior requirements. Usually, in the event individuals' good behavior are effectively known or rewarded through any means, the required habit is usually repeated. Organizations such as Barclays in this regard need to consider planning a standards compensation system that is ecological to the business enterprise and make it an organizational culture and tendencies campaign tool.
Leadership
This involves handling and directing individuals, groups and subordinates within the company. It includes selecting, training, guiding, and examination of processes to be able to attain the best performance from employees. Organizations that succeed in their businesses usually increase on the abilities and energies of their workers (Ashraf, 2012). It is because such firms develop competitive benefits against their rivals as a result of maximum production. Because of the fact that employees are vital reference to the achievement of the organizational goals, professionals should be cautious on how they interact and handle their subordinates. This means that professionals who are competent and skilled in organizational habits are likely to effectively and efficiently manage their teams and effect them to fully support the company's goals.
Different control styles such as autocratic, consultative and free will may be used depending on situation (Locke, 2009). Organizational habit in relation to the control style adopted in all the management levels is very important to the success of the organization. The management framework used by Barclays lender is usually the vertical series where top management that comprise CEO and the board of directors concern directives that are implemented at the center and lower level. However, before the decision is communicated downwards, appointment at the tactic level of management takes place, involving the funding office which is accountable for the strategy development process, driving a car business performance and financial control across Barclays Africa.
Other management functions include individual resource, functions, consumer banking, risk management, corporate bank, treasury services and greeting card business departments. This also includes the employees in each of the departments. It's important for organizations to notice that decisions made collectively are often easier to implement than obligated decisions. Whereas different leadership styles can be adopted in different situations, organizations mindfully need to make a command culture that has clear differentiation of jobs and clear meaning of responsibility to allow efficient move of duties. Management must be concerned and emphasize on people's issues equally as the organizational issues (Locke, 2009). Employees are incredibly important resource that must definitely be valued if the organization is to succeed, thus their grievances must be resolved well without ant victimization from the authority. Organizations must therefore choose leadership action that respects the employees, treats them fairly in order to improve their frame of mind towards work and the firm in general.
Theoretical Framework
Organizational behavior identifies the analysis of organizations and specific dynamics within an group, as well as the nature of the organizations. The interaction between human tool and the organization and the interaction between employees themselves usually bring several factors into play and in turn identify the organizational patterns. Presently, different people with diverse cultural prices and backgrounds work together in different institutions. Organizational tendencies in this admiration looks for to bring a knowledge and highlight the acceptable habit in organizations in purchases to develop competencies and expectations where people likely to respond. These finding are therefore, to aid in controlling behaviors that go against the laws and goals of the organizations.
Equally, it is significant to note that within an organization, the interpersonal system comprises all the people, considering the way they relate to all of those other world. Normally, the habit of 1 person has impact on the behavior of others either directly or indirectly. Culture identifies the conventional action of a population that comprises knowledge, beliefs, customs, and practices and people be based upon culture since it assures them understanding, balance, security, and the capability to react to a given situation. It shapes human habit, even if not totally embraced. Within an organization setup, people dread change in culture and patterns for dread instability, and lack of security.
The procedure of business is usually based on the management's school of thought, vision and mission, worth and goals that guide employees. These therefore define the organizations culture or patterns, which is composed of the formal and casual organizations, and lent from the social environment. The organizations culture establishes the kind of leadership adopted, communication channels and string, and group and individual dynamics within the organization. Lifetime of such working environment, culture, and habit becomes a motivating factor to the labor force, leading into powerful, specific and group satisfaction, and personal development and development. The combo of these elements constructs the framework that books the procedure of the business.
Research Methodology
The choice of research methodology to determine the organizational behavior followed by Barclays loan provider was depended on the objectivity, dependability and sustainability of the method based on the surroundings and characteristics if the industry. To clearly meet the purpose, three methods were used on the other hand to determine the employees' feelings concerning the organizations culture and the customers' feelings on whether the organizations behavior would work in the service industry. Online questionnaire was used to gather data from 25 employees in different ranks within the organization equally distributed from the middle management to the cleaners through clerks. This is after obtaining their email addresses, having that time constraints cannot allow them to adequately respond to interview questions. Face to face interview was also used to specifically interview 15 arbitrarily preferred walk-in customers from across socio-economic school and generation with an intention to gauge if they were satisfied with the reception and service they received from the lender staff. Their emotions on the overall set up within the banking hall and personal grooming of the personnel were also desired. Finally, observation was used to screen staff reaction to customer's enquiries and the swiftness of service. This observation was done within my routine trip to the bank to carry out transactions.
The set up online questionnaires were packed by the respondents at their convenient times. Before the collection of data, authorization was looked for from the lender management, who in turn briefed the security companies for the days the info were collected. This arrangement was done silently without notifying the staff members to ensure that the data accumulated in not skewed when employees try to conceal their winning attitude and habit.
It is also important to notice that more info about the account and track record of Barclays loan provider was sought from the finance institutions website. This provided a clear knowledge of the banks functions and the actual values, vision, objective, culture and the organizational action that the lender are a symbol of, to be utilized gage the level of conformity by the employees.
Results and Findings
According to the web questionnaire survey that was filled up by 25 randomly selected Barclays lender employees from across the socio-economic course and generation, most respondents especially the non-management personnel who responded to the questions as suggested in the appendix portion of this newspaper disapproved the organizations culture and tendencies, while the majority of those in management positions approved the business behavior. One of the reasons for disapproval is the fact management was authoritative in decision rather than being consultative and sensed that their views aren't accommodated in the working of the system.
The interview that included 15 customers sought to know their take on Barclays finance institutions organizational action. The analysis found that 90% or the clients interviewed were satisfied by the set up of counters and service items inside the banking hall. Similarly, an overwhelming most 14 customers were of the thoughts and opinions that the state dressing within their behavior was commendable and should continue, while only 1 1 felt the kind of dress had not been concern.
The observations made also proved the ideals of the lender as they are in the mission statement. The declaration that customer comes first in their set of priority was apparent, especially in relation to how customers were ushered in and permitted to sit while awaiting to be served.
Are Organizations Habit guidelines applied in Barclays Loan company?
The process of effective compensation management is partially applied in the lender based on the studies. Most junior staff complained that the difference in salary bracket between the management, the clerks, and other workers such as cleaners was very big. It revealed that management clubs are paid higher than the others, thus the sensation that effective prize system be adopted. One area praise that if totally executed is on earning of bonus items at the end of the entire year and the yearly increments in line with the collective bargain arrangement. That is however dependent on individual performance as indicated by the total amount score card analysis sheet. Employee identification predicated on particular achievements is performed within the banks, both officially and informally. As indicated in the process above, praise is an instrument that reinforces good patterns. According to the management, several workers are given recognition cards to be best communication brokers, best time professionals, and best in minimizing the wastage of papers. This pay back system must continue since it encourages other to work harder to earn bonus products by the end of the year after reaching their yearly focuses on and getting nomination cards that improve profile for future campaigns. One the typical sustainable reward behavior is used; all industries are protected without discrimination.
This research found out that measuring job satisfaction is a challenging process to most managers. Predicated on the determinants of job satisfaction such as amount of pay, advertising opportunities, the task itself, supervision, conducive work place, and marriage with co- employees, several employees, several employees aren't satisfied with their careers, either as a result of conception of inequality in the pay framework, the management being too authoritative and the generally tedious character of the careers that provide little opportunity for personal expansion.
Customer responsiveness is a concept that is completely applied in the entire Barclays bank. Predicated on their value that makes customer first, it was obvious through the observation that customers were well received, advised, and offered within the shortest time possible. Every time a customer walks into the bank these are advised by the client care representative on which counter to visit for the desired service. This is also verified by the clients themselves who said they are satisfied with the manner they are taken care of by the lender staff. Customer responsiveness is also turned out by the diversified products proposed by the lender that are designed to meet the demands of all customers in every socio-economic groups. Probably the most outstanding product line is the Barclaycard that includes all needs from low interest to low interest rate credit cards, as well as those meant for students.
Barclays bank personnel composition is composed of top level management that require the CEO and the Board of directors at the local level, middle management including the branch professionals and procedure and departmental professionals and the lower level staff including clerks and sales representatives. Leadership is in this case is well structured with clear chain of command from the proper level to the regional directors and local subsidiary branches (Business. barclays. co. uk, 2012). This has clearly helped in parting of responsibilities and entrenched accountability systems within the management. In the recent economic downturn, the bank recently implemented restructuring that saw several employees lose their jobs and adoption of the machine where junior staffs like the clerks, cashiers are employed on a deal basis in most subsidiaries. That is a human source of information policy, combined with lower remuneration set ups resulted in mass exodus of personnel.
Conclusion and Recommendations
This research paper viewed the organizational behavior implemented by Barclays PLC, which really is a British multinational bank and financial services company with it's headquarter in London, United Kingdom. Barclays PLC businesses in over 50 countries across Europe, Asia, South America, North America and Africa including Kenya, with a complete range of customers exceeding 48 million globally and the fourth-largest loan company worldwide by asset (Business. barclays. co. uk, 2012). Organizational action is concerned with how individuals, employees, and management behave and interact within the business in a office setting. It really is an interdisciplinary field that comprises communication, sociology, mindset, and management. The main element issues that effect organizational action include organizational change, corporate culture within the industry, organizational development, and customer anticipations that usually form the organizational principles. Organizational Behavior Principles are also very important given that they guide companies in arranging their organizational behavior standards. This paper has discussed customer responsiveness, personality and corporation, work desire, job satisfaction and reward management, communication, change management and leadership as major rules of OB.
The methodologies employed in this review are online questionnaire crammed in by employees, face to face interview of customers and observation methods. The observation methods were instrumental in monitoring the way the staff receive, address, and provide customers if within the organizational behavior standards. These procedures were selected predicated on their objectivity, trustworthiness and sustainability of the method based on the environment and dynamics if the industry. To evidently meet the goal, the three methods were used otherwise to determine the employees' feelings concerning the organizations culture and the customers' thoughts on if the organizations behavior is suitable in the service industry. The analysis found that most of respondents especially the non-management personnel who responded to the questions as suggested in the appendix section of this paper disapproved the organizations culture and tendencies, while most of those in management positions approved the organization behavior.
Recommendations
The success of organizations is dependent after the organizational action principles used and applied in the respective subsidiaries. The OB ideas that are relevant and should be implemented by organizations include customer responsiveness, personality and group, work desire, job satisfaction and praise management, communication, change management and command.
In order to build up a good organizational behavior, the management must understand personality of employees in order to develop a workable discussion model within the business. Personality will involve characteristics, attributes, skills, and competencies of employees, coupled with other attributes such as grooming and attitude. Personality in most cases is influence by the environment and the communal settings. However, there are specific general characteristics which always emerge in individuals that are acceptable over the board. For instance, customer service workers are expected to be intense, humble and respectful, have a tuning in potential, assertive and welcoming
Every group should therefore create a typical organizational behavior that includes employee campaign on merit, professional guidance, and standard remuneration of employees predicated on productivity and job group
