Organzational Behavior of NIB

7/26/2019 Organzational Behavior of NIB

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ORGANIZATIONAL BEHAVIOR1

LETTER OF TRANSMITTAL

May 31, 2008

Mr. Retd. Cdr. Tabassum

Teacer, Or!a"#$at#%"a& 'ea(#%r

'ar#a )"#(ers#ty

*arac#.S#r+

e ere-#t rese"t %ur /Term Re%rt aut%r#$ed by y%u as a reu#reme"t %r t#sc%urse.I" t#s re%rt, -e a(e tr#ed t% r%(#de a"a&ys#s %" %r!a"#$at#%"a& bea(#%r % NI' 'a".

e %e -e a(e c%(ered a&& tat -as reu#red %r te re%rt.

I tere be a"y c&ar##cat#%" dema"ded, -e -%u&d arec#ate a ca&& r%m y%u t% %ur !r%u

members.

S#"cere&y,

Maa$ *ad

Muammad )sma" 'adar

Muammad 4a#"


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AC*NOLE56EMENT

I" te "ame % /A&&a, te m%st be"e#ce"t a"d merc#u& -% !a(e us stre"!t a"d"%-&ed!e t% c%m&ete t#s re%rt. T#s re%rt #s a art % %ur c%urse /Or!a"#$at#%"a&'ea(#%r. T#s as r%(ed t% be a !reat e7er#e"ce. T#s re%rt #s a c%mb#"e e%rt %,Maa$ *ad, Muammad )sma" 'adar a"d Muammad 4a#".

e -%u&d e t% e7ress %ur !rat#tude t% %ur %r!a"#$at#%"a& bea(#%r teacer Mr. Retd.Cdr. Tabassum, -% !a(e us t#s %%rtu"#ty t% u&& t#s re%rt. e -%u&d a&s% e t%ta" %ur c%&&ea!ues -% art#c#ated #" a %cus !r%u sess#%". Tey !a(e us ma"ye&u& c%mme"ts -#c e&ed us a &%t #" rear#"! %ur re%rt.


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HISTORY OF THE NIB BANK:

NI' 'a" L#m#ted started as N5LCIFIC 'a" Ltd. -#c -as #"c%r%rated #" Marc2003 as a ubc m#ted c%ma"y. It started %erat#%"s #" Oct%ber 2003 -e" a&& assets,ab#t#es, r#!ts a"d %b!at#%"s % te %rmer Nat#%"a& 5e(e&%me"t Leas#"!C%r%rat#%" 9N5LC: a"d ;a#sta" %erat#%"s % IFIC -ere ama&!amated -#t a"d #"t%te ba" -#t a a#d u ca#ta& % Rs.1.2b". I" Ar#& 200< te ;a#sta" %erat#%"s %Cred#t A!r#c%&e I"d%sue$ -ere a&s% ama&!amated -#t a"d #"t% NI'. I" Marc 200=Temase >%&d#"!s % S#"!a%re acu#red 2=? sare%&d#"! #" NI' 'a", tr%u! 'u!#sI"(estme"ts.

T#s sare%&d#"! -as urter e"a"ced t% %(er @0? #" u"e B0= %&&%-#"! a" #"crease#" NI'Bs a#d u ca#ta& t% Rs.3.


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Te &e!a& mer!er % ;ICIC, NI' H ;C'L t%% &ace %" 5ecember 31, 200@, %"ce a&&re!u&at%ry ar%(a&s -ere #" &ace. NI' 'a" #s &ed by *a-aa Iba& >assa",su%rted by %ur bus#"ess eads a"d te" bus#"ess e"ab"! u"ct#%" eads. Temer!er as resu&ted #" a (ast&y e7a"ded "et-%r % 2


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GOALSETTING THEORY:

6%a& sett#"! te%ry -as b%r" %ut % Ar#st%t&es te%ry % #"a& causaty a"d te"

researced #" !reater deta#& by Ed-#" A. L%ce #" te 1D0s t% u"dersta"d %- !%a&sca" #"&ue"ce a" #"d#(#dua&s er%rma"ce. Te bas#c te%ry be#"d !%a& sett#"! #s tatuma" bea(#%r #s !a&(a"#$ed a"d !%(er"ed by !%a&s a"d amb#t#%". T%day, goal settingtheory#s (ery #m%rta"t "%t %"&y %r t%se study#"! %r!a"#$at#%"a& syc%&%!y, but %ra"y%"e see#"! t% #"crease r%duct#(#ty, e"a"ce er%rma"ce a"d reac %r !reatere#!ts % success. 6%a&s are ab&e t% m%t#(ate a"d sur y%u t% meet y%ur amb#t#%"sbecause #t e&s y%u %cus y%ur e%rts %" tat %bect#(e. E(ery %bect#(e -e a(ereu#res a st % tass t% be e7ecuted. 'y sett#"! !%a&s, -ere ab&e t% ers#st -#t te st% tass a"d are c%me&&ed t% de(e&% strate!#es #" %rder t% reac %ur %bect#(e. Te#"cred#b&e resu&ts ac#e(ed -#t te !%a& sett#"! te%ry e7&a#" -y #ts "%t ust c%&&e!es,u"#(ers#t#es a"d s%rts #"st#tut#%"s tat use #t t% %bta#" resu&ts, but #" bus#"esses t%%

-ere sur(#(a& #s based %" e"sur#"! %s#t#(e %utc%mes.>a(#"! %bect#(es #s "%t te #ssue, but str#(#"! t% atta#" tem #s. F%&&%-#"! are te %#"tstat e& y%u t% ac#e(e !%a&s+

State your goals in speciic ter!s")"dersta"d -at y%ur !%a&s are a"d "%-

-y y%ure se&ect#"! tese !%a&s.

#a$e your goals attaina%le"Tere #s "% %#"t sett#"! !%a&s y%u bee(e are

u"atta#"ab&e. Te best -ay t% d% t#s #s t% brea y%ur !%a&s d%-" #"t% act#%"ab&estes.

#easure your goals"Set a t#merame, %r a m#&est%"e tat ca" ut te ressure

%" y%u t% meet y%ur %bect#(es.

ANALYSIS:

T% -at e7te"t y%u a"d y%ur c%&&ea!ues ee& tat te c%ma"y sets ca&&e"!#"! !%a&s %r#tse& a"d e7ects uaty er%rma"ce a"d %utsta"d#"! r%duct#%"J

A"s-er L%! Tab&e+

L%- sta"dards 1 2 3 < = D @ 8 10 >#! sta"dards

Sc%res 1 3 11 @ 3 E < 2 1 = < 5


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e" -e ased te uest#%" re&at#"! t% !%a& sett#"! te%ry r%m em&%yees #" !e"era&-e !%t res%"ses -#c &ed us t% dec#de tat em&%yees -a"ted t% decrease testa"dard % !%a&s set %r tem by ma"a!eme"t. 'ut ater te t%r%u! a"a&ys#s %#"d#(#dua&s -e %u"d ab%ut @2? em&%yees -% -ere sat#s#ed -#t te sta"dards %!%a&s set %r tem a"d "%t %"&y t#s s%me tem -a"ted t% #mr%(e sta"dards % !%a&s

-#t tt&e d#ere"ce acc%rd#"! t% %ur r%(#ded sca&e. Te rest % 28? em&%yees ee& t%decrease te sta"dard % !%a&s.

N%- te uest#%" ar#ses -y #" !e"era& te a"s-er -as d#ere"t #"stead % a(#"!ma%r#ty sat#s#ed -#t te sta"dards. Te reas%" #s tat t%se 32? em&%yees -%-a"ted t% decrease te sta"dard mared !reater d#ere"ce %" te sca&e -e r%(#ded-#c aected te #"a& resu&t but te a"a&ys#s s%-s tat te ma%r#ty #s sat#s#ed -#tsta"dard % te !%a& sets %r tem.

'ut (ery e- % te em&%yees a"s-ers &ed us t% dec#de tat em&%yees -a"ted t%decrease te sta"dard % !%a&s set %r tem by ma"a!eme"t.

'ut t%% muc d##cu&t !%a&s ca" a&s% dem%t#(ate ma"y em&%yees. C%ma"y s%u&d settere !%a&s tat tere em&%yees e7ect t% ac#e(e.


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E#&LOYEE IN'OL'E#ENT &ROGRA#S:

A art#c#at#(e r%cess tat uses te e"t#re caac#ty % em&%yees a"d #s des#!"ed t%e"c%ura!e #"crease c%mm#tme"t t% te %r!a"#$at#%" success. Em&%yee #"(%&(eme"t

r%!rams #"c&ude te %&&%-#"!.

;art#c#at#(e ma"a!eme"t

Rerese"tat#(e ;art#c#at#%"

Kuaty c#rc&es

Em&%yee St%c O-"ers# ;&a"s.

&articipati(e #anage!ent:

A" %e" %rm % ma"a!eme"t -ere em&%yees a(e a str%"! dec#s#%"ma#"! r%&e.

;art#c#at#(e ma"a!eme"t #s de(e&%ed by ma"a!ers -% act#(e&y see a str%"!c%%erat#(e re&at#%"s# -#t te#r em&%yees. Te ad(a"ta!es % art#c#at#(ema"a!eme"t #"c&ude #"creased r%duct#(#ty, #mr%(ed uaty, a"d reduced c%sts.

ANALYSIS:

T% -at e7te"t y%u a"d y%ur c%&&ea!ues ee& tat y%u ca" mae dec#s#%"s a"d s%&(e r%b&ems-#t%ut cec#"! -#t y%ur ma"a!ersJ

N% res%"s#b#ty 1 2 3 < = D @ 8 10 E7ected res%"s#b#ty

Sc%res

< 2 @ 3 E

3 8 8 D 5

e ased te uest#%" r%m te em&%yees t% -at e7ta"t y%u a"d y%ur c%&&ea!ues ee&tat y%u ca" mae dec#s#%"s a"d s%&(e r%b&ems -#t%ut cec#"! -#t y%ur ma"a!ersJ'as#ca&&y t#s uest#%" #s re&ated t% art#c#at#(e ma"a!eme"t tat #s %"e % te tyes %em&%yees #"(%&(eme"t r%!ram t% #"crease te #"(%&(eme"t % em&%yee #" dec#s#%"ma#"! r%cess. Ater a"a&ys#s % te uest#%""a#re -e %u"d tat te curre"tart#c#at#%" &e(e& #" NI' 'a" #s %-e(er, te rat#"! sca&e #" %ur uest#%""a#re su!!ests tat em&%yees -a"ted t% betrusted a"d a&&%-ed t% mae dec#s#%" t% urter e7te"t by 20? m%re. ;art#c#at#(e

r%!ram are a&s% (ery e&u& t% #"crease te m%ra& #! a"d r%duct#(e % teem&%yee. I" art#c#at#(e ma"a!eme"t em&%yees are te trusted by te ma"a!eme"ta"d a&s% #"crease te ma"a!eme"t c%"#de"ce %" te#r em&%yees. ;art#c#at#%"#"creases c%mm#tme"t t% dec#s#%". Em&%yees are &ess e&y t% u"derm#"e a dec#s#%" atte t#me % #m&eme"tat#%" # tey sare #" ma#"! tat dec#s#%" a"d art#c#at#(ema"a!eme"t maes em&%yees %b m%re #"terest#"! a"d mea"#"!u& t% tem a"dart#c#at#(e ma"a!eme"t #"creased r%duct#(#ty, #mr%(ed uaty a"d reduced c%sts.


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#OTI'ATION:

Te r%cess tat acc%u"ts %r a" #"d#(#dua&, #"te"s#ty, d#rect#%" a"d ers#ste"t e%rtst%-ards atta#"#"! a !%a&.Re-ard systems+

Te %"&y -ay em&%yees -#&& u&& y%ur dream #s t% sare #" te dream. Re-ard systemsare te meca"#sms tat mae t#s ae". G>%-e(er, re-ard systems are muc m%reta" ust b%"us &a"s a"d st%c %t#%"s. #&e tey %te" #"c&ude b%t % tese#"ce"t#(es, tey ca" a&s% #"c&ude a-ards a"d %ter rec%!"#t#%", r%m%t#%"s,reass#!"me"t, "%"m%"etary b%"uses 9e.!., (acat#%"s:, %r a s#m&e ta"y%u.

ANALYSIS:

e ased te uest#%" re&ated t% re-ards tat %- re-ards m%t#(ate em&%yees #" NI''a" a"d -e %u"d tat tere are d#ere"t #"ds % re-ards NI' 'a" !#(es t% te#rem&%yees -#c are as %&&%-s+

Cas '%"uses

;r%m%t#%"s

Mae team &eader

ESO;

I"creme"t #" sa&ar#es A&&%-a"ces e 9Fue& a&&%-a"ce, m%b#&e a&&%-a"ce:

e %u"d %"e (ery d#ere"t #"d % re-ard #" NI' 'a" tat tey m%t#(ate te#rem&%yees -%se er%rma"ce #s "%t u t% te mar by !#(#"! tem te sa&ar#eseu#(a&e"t t% te maret (a&ue % te a"y %ter em&%yee % same ra" s% as t%m%t#(ate te#r em&%yee.

e ased te uest#%" r%m te em&%yees re&ated t% re-ard system tat t% -at e7te"ttey are be#"! rec%!"#$ed a"d re-arded %" te#r !%%d er%rma"ce a"d %- tesere-ards m%t#(ate tem t% -%r. e ascerta#"ed tat m%st % te em&%yees #" NI' 'a"

are sat#s#ed but (ery e- % em&%yees s%-ed tat tere are "%t re-arded %r te#rer%rma"ce but te %(era&& resu&t #s %s#t#(e a"d t#s s%-s te &e(e& % m%t#(at#%"em&%yees !et r%m re-ards. Ma"y % te em&%yees t%&d us tey are be#"! re-ardedater acc%msme"t % te#r sa&es tar!et #" suc a -ay tat te#r ma"a!eme"t taetem t% te #c"#c %r #"(#te tem %r d#""er a"d te re-ards e #c"#c a"d d#""er r%mNI's ma"a!eme"t #s be#"! re-arded m%st reue"t&y.


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A"d %ter (ery #"terest#"! t#"! -#c -e %u"d #" NI' 'a" #s tat te#r ma"a!eme"td%es"t #re te#r em&%yees e(e" te#r er%rma"ce &e(e& #s "%t u t% te sta"dard % tec%ma"y. F%r e7am&e # a" NI's em&%yee c%"t#"u%us&y d%es "%t ac#e(e #ts tar!et %r

te er#%d % tree m%"ts te ma"a!eme"t d%es "%t #re tat em&%yee a"d -e ca"say tat t#s #s #"d % surety r%m NI's ma"a!eme"t t% #ts em&%yees a"d t#s #"d %re&a7at#%" m%t#(ate em&%yees a &%t a"d em&%yees secure a"d tey are "%t a&-aystreate" r%m te#r ma"a!eme"t t% ac#e(e sa&es tar!et.

>ere -e a&s% -a"t t% sare tat #" NI' 'a" -e d#d "%t #"d te em&%yee rec%!"#t#%"r%!rams e 9em&%yee % te year, em&%yee % te m%"t: a"d -e ee& tat t#s #"d% rec%!"#t#%" r%!ram ca" a&s% #"crease te &e(e& % m%t#(at#%" a"d r%duct#(#ty %em&%yees % NI' 'a".

'ut #" -%&e -e d#sc%(er tat te em&%yees % NI' 'a" are (ery muc sat#s#ed r%m

re-ards tat are be#"! !#(e" t% tem a"d te re-ards #" NI' 'a" #s based %" teer%rma"ce % te em&%yee e7cet %"e tat -e me"t#%"ed ab%(e a"d #" NI' 'a"m%st % te re-ards are !#(e" t% em&%yees are % m%"etary "ature a"d Ma"a!eme"t %NI' 'a" c%"t#"u%us&y arec#ates te !%%d -%r d%"e by te em&%yees %r teac#e(eme"t % !%a&s, -#c m%t#(ate te em&%yees t% -%rer arder %r teac#e(eme"t % !%a&s.


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LEA)ERSHI& STYLES:

Fr%m Maatma 6a"d# t% ac e&c a"d Mart#" Luter *#"! t% Rud%& 6#ua"#, tereare as ma"y &eaders# sty&es as tere are &eaders. F%rtu"ate&y, bus#"ess e%&e a"dsyc%&%!#sts a(e de(e&%ed useu&, s%rta"d -ays % descr#b#"! te ma#" &eaders#sty&es tat ca" e& as#r#"! &eaders t% u"dersta"d a"d adat te#r %-" sty&es a"d&eaders# #mact.

eter y%u are ma"a!#"! a team at -%r, cata#"#"! y%ur s%rts team %r &ead#"! ama%r c%r%rat#%", y%u &eaders# sty&e #s cruc#a& t% y%ur success.

10 % te m%st reue"t&y ta&edab%ut &eaders# sty&e are as %&&%-s+

1. Aut%crat#c &eaders#2. 'ureaucrat#c &eaders#3. Car#smat#c &eaders#e&s %ters ee& c%m%rtab&e #" te !r%u. < 8 13= Maes su!!est#%"s ab%ut %- t% s%&(e r%b&ems. 2 < D 13

D Res%"ds a(%rab&y t% su!!est#%"s made by %ters. D 10 @ Maes #ser ersect#(e c&ear t% %ters. 2 1D @

8 Treats %ters a#r&y. 2 = 18

5e(e&%s a &a" % act#%" %r te !r%u. 1 1< @ 3

10 'ea(es #" a red#ctab&e ma""er t%-ard !r%u members. 3 12 2 8


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e ased d#ere"t uest#%"s re&at#"! t% te &eaders# sty&e r%m NI' 'a" em&%yeest% "%- -#c &eaders# sty&e te#r &eader uses a"d -e %u"d tat t-% % te &eaders#

sty&es tat are tas %r#e"ted a"d e%&e %r#e"ted %r re&at#%"sOr#e"ted. Te resu&ts -e!%t r%m em&%yees % NI' 'a" tat =3? % te em&%yees ee& tat te#r ma"a!ersare re&at#%"s# %r#e"ted &eaders a"d rema#"#"!


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&ATH GOAL THEORY:

>%uses ;AT> 6OAL T>EOR descr#bes %- &eaders ca" m%t#(ate te#r %&&%-ers t%ac#e(e !r%u a"d %r!a"#$at#%"a& !%a&s a"d te #"ds % bea(#%rs tey ca" e"!a!e #"t% acc%ms tat ;at 6%a& te%ry su!!ests tat eect#(e &eaders %&&%- tree!u#de"es t% m%t#(ate te#r %&&%-ers. Te !u#de"es are based %" te e7ecta"cyte%ry % m%t#(at#%". Eect#(e &eaders -% %&&%- tese !u#de"es a(e #!&ym%t#(ated sub%rd#"ates -% are e&y t% meet te#r -%r !%a&s a"d er%rm at #!&e(e&s.

5eterm#"e -at %utc%mes sub%rd#"ates are try#"! t% %bta#" #" te -%r&ace. F%r

e7am&e, -at "eeds are tey try#"! t% sat#sy, %r -at !%a&s are tey try#"! t% meetJAter !a#"#"! t#s #"%rmat#%", te &eader must a(e c%"tr%& %(er t%se %utc%mes %r %(erte ab#ty t% !#(e %r -#t%&d te %utc%mes t% sub%rd#"ates.Re-ard sub%rd#"ates %r er%rm#"! at #! &e(e&s %r ac#e(#"! te#r -%r !%a&s by!#(#"! tem des#red %utc%mes.Mae sure te sub%rd#"ates bee(e tat tey ca" %bta#" te#r -%r !%a&s a"d er%rm at#! &e(e&s. Leaders ca" d% t#s by s%-#"! sub%rd#"ates te ats t% !%a& atta#"me"t9e"ce te "ame at !%a& te%ry:, by rem%(#"! a"y %bstac&es tat m#!t c%me a&%"!te -ay, a"d by e7ress#"! c%"#de"ce #" te#r sub%rd#"ates caab#t#es.

>%use #de"t##ed %ur tyes % bea(#%r tat &eaders ca" e"!a!e #" t% m%t#(ate

sub%rd#"ates+

)irecti(e %e*a(ior 9s#m#&ar t% #"#t#at#"! structure: &ets sub%rd#"ates "%- -at

tass "eed t% be er%rmed a"d %- tey s%u&d be er%rmed.

Supporti(e %e*a(ior 9s#m#&ar t% c%"s#derat#%": &ets sub%rd#"ates "%- te#r

&eaders cares ab%ut te#r -e&&be#"! a"d #s &%%#"! %ut %r tem.

&articipati(e %e*a(iore"ab&es sub%rd#"ates t% be #"(%&(ed #" ma#"! dec#s#%"s

tat aect tem.

Ac*ie(e!ent+oriente, %e*a(ioruses sub%rd#"ates t% d% te#r best. Suc

bea(#%r #"c&udes sett#"! d##cu&t !%a&s %r %&&%-ers, e7ect#"! #! er%rma"ce,a"d e7ress#"! c%"#de"ce #" te#r caab#t#es.


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ANALYSIS:

e des#!"ed a d#ere"t uest#%""a#re esec#a&&y %r te TO; MANA6EMENT OF NI''a" a"d te uest#%"s -ere re&ated t% ;AT> 6OAL T>EOR as te uest#%""a#rebe&%"!s t% te t% ma"a!eme"t s% -e ased %ur t% &e(e& ma"a!ers % NI' 'a" t% #&&

t#s uest#%""a#re st % te#r "ames a"d des#!"at#%" are !#(e" be&%-+'y study#"! %ur uest#%""a#re -e %u"d d#ere"t bea(#%rs % &eaders# a"d terec%"tr#but#%" #" te %r!a"#$at#%"s bea(#%r. e %u"d d#ere"t resu&ts %r eac bea(#%rater a"a&y$#"! te a"s-ers % %ur res%"de"ts -#c are !#(e" be&%-+

)irecti(e Lea,ers Be*a(ior:

Te m%st c%"tr#but#(e bea(#%r #" &eaders# bea(#%rs #" NI' 'a" a(#"! 2@? sare#" &eaders# bea(#%r -as %u"d t% be d#rect#(e bea(#%r -#c #s be#"! reue"t&y used#" te %r!a"#$at#%" -e tar!eted. Te be"e#t % us#"! d#rect#(e %rm % &eaders# -#c#s caracter#$ed by !reater c%"tr%&, de#"#"! -at "eeds t% be d%"e, a&&%cat#"! res%urces

a"d estabs#"! c&ear e7ectat#%"s.Te d#rect#(e &eaders# bea(#%r taes a m%re ra!mat#c ar%ac t% a"d"! aa#rs#" NI' 'a" a"d #s caracter#st#ca&&y ut#$ed #" c%r%rate tur"ar%u"d s#tuat#%"s.

Supporti(e Lea,ers Be*a(ior:

Te sec%"d m%st c%"tr#but%ry bea(#%r #" &eaders# bea(#%rs #" NI' 'a" a(#"! 2D?sare #" &eaders# bea(#%rs -as %u"d t% be su%rt#(e bea(#%r te resu&ts %bta#"eds%-s tat su%rt#(e bea(#%r used #" NI' 'a" #s a&m%st te same as te use %d#rect#(e &eaders# bea(#%r -#t a(#"! d#ere"ce % %"&y 1? -#c #s "%t a (ery b#!#!ure.

&articipati(e Lea,ers Be*a(ior:

;art#c#at#(e &eaders# bea(#%r #s te &east used bea(#%r #" NI's cu&ture -#t a(#"!23? t#s s%-s tat te NI' 'a" &eaders d% c%"su&t -#t te#r sub%rd#"ates -#&ema#"! a dec#s#%" but at &%- reue"cy as c%mared t% %ter ;AT> 6OAL &eaders#bea(#%rs.

Ac*ie(e!ent Oriente, Lea,ers Be*a(ior:

Te t#rd m%st c%"tr#but%ry bea(#%r #" &eaders# bea(#%rs #" NI' 'a" -#t a(#"!

erce"ta!e % 2< t#s s%-s tat te &eaders % NI' 'a" set ca&&e"!#"! !%a&s %r te#rsub%rd#"ates -#t &%- reue"cy but tey e7ect r%m te#r em&%yees t% er%rm atte#r #!est &e(e&.Te resu&ts % %ur a"a&ys#s s%-s tat tere #s "% suc b#! d#ere"ce #" &eaders#bea(#%rs used #" NI' 'a" a"d t#s #s a (ery !%%d s#!" %r NI' 'a" tat te#r &eadersma"a!e te#r sub%rd#"ates acc%rd#"! t% d#ere"t s#tuat#%"s -#t d#ere"t &eaders#bea(#%rs.


14/38


NOR#S:

/N%rms are sared !r%u e7ectat#%"s ab%ut bea(#%r a"d %- members %u!t t%

bea(e.N%rms r%(#de !r%us -#t c%"tr%& a"d red#ctab#ty a"d !#(e members a se"se %secur#ty a"d c%m%rt. N%rms are a&s% te -ay -e e7ress (a&ues, att#tudes a"d bees.N%rms ut b%u"dar#es %" members tat may be "arr%- %r -#de.

Ma"y "%rms #" %r!a"#$at#%"s %r#!#"ate r%m ma"a!eme"t e7ectat#%" %r r%m -%r ru&esa"d r%cedures % te %rma& %r!a"#$at#%". Tey de(e&% a"d %erate #" #"%rma&!r%us. Ma"y ce"tra& -%r !r%u "%rms re(%&(e ar%u"d r%duct#(#ty. N%rms ca" ut&%-er a"d uer m#ts %" r%duct#(#ty. C%"tr%&"! r%duct#(#ty "%t %"&y sread te -%r%u!t t% m%re e%&e %r a &%"!er er#%d, but a&s% re(e"ts ma"a!eme"t r%m r#s#"! #tse7ectat#%".

S%me %r!a"#$at#%"s a(e "%rms emas#$#"! s%c#a& c%"cer" %r em&%yees t#s "%rm%ster ta#"! care % e%&e -% "eeded %r %ter -#se c%"tr#but#"! t% te uaty % a"em&%yees e at -%r. Ma"a!eme"t ca" %ster ma"y "%rms tat c%"tr#bute t%%r!a"#$at#%"a& success, suc as "%rms eect#"! -%r uaty, e&u&"ess %r cust%merre&at#%". A "%rm % secrecy may be cr#t#ca& t% ee c%met#t%rs r%m stea"! #deas.

ANALYSIS:

N%rms are % %ur tyes. Te %"e -e u#re ab%ut #s s%c#a& "%rm. Te reas%" % se&ect#"!s%c#a& "%rm #s tat %ur cu&ture #s based %" c%&&ect#(#sm s% te #m%rta"ce % s%c#a&

"%rms #s (ery #!. Te s#tuat#%" % "%rms #" NI's cu&ture #s a#r e"%u! acc%rd#"! t%te resu&t % %ur uest#%""a#re m%st % te em&%yees %&&%-s te "%rms set by te%r!a"#$at#%" a"d tey are sat#s#ed -#t tem, but -e %u"d s%me em&%yees -% are-#&"! t% #mr%(e te c%"d#t#%"s #.e. "%rms te ca&cu&ated (a&ue % tere -#&"!"ess #sab%ut 2=?. Te ma%r act%rs % s%c#a& "%rms are r#e"d"ess, trust a"d mutua& su%rt.

Acc%rd#"! t% te em&%yees #" NI' 'a" te c%"d#t#%"s % trust a"d r#e"d"ess areretty !%%d a"d tey are -#&"! t% #"crease mutua& su%rt.

It #s "ecessary t% emas#$e %" s%c#a& arra"!eme"t "%rms #" c%u"try e ;a#sta"because % #ts c%&&ect#(#sm cu&ture a"d tese "%rms e&s te %r!a"#$at#%" t% !et teart#c#at#%" % te#r em&%yee #" %s#t#(e ma""er t% ac#e(e te !%a&s set by te

%r!a"#$at#%" tese #"d % "%rms a&s% m%t#(ates te em&%yees t% rema#" #"%r!a"#$at#%" because % r#e"d&y cu&ture #" %r!a"#$at#%" s%c#a& arra"!eme"t "%rms a&s%e&s te em&%yees t% #"teracts -#t eac %ter #" m%re r#e"d&y ma""er -#c -#&"crease trust am%"! tem a"d -#t tere t% ma"a!eme"t.

I tese "%rms are (a&ued by te ma"a!eme"t te" #t -#&& %s#t#(e&y aect em&%yeesat#sact#%" a"d r%duct#(#ty a"d #t -#&& a&s% e"a"ce te %r!a"#$at#%" cu&ture


15/38


-ONFOR#ITY:

/C%"%rm#ty ca" be de#"ed as a ca"!e #" a ers%"s bea(#%r %r %#"#%"s as a resu&t %rea& %r #ma!#"ed ressure r%m a ers%" %r a !r%u % e%&e.

% d%es C%"%rm#ty aectJC%"%rm#ty ca" aect e%&e #" a&& d#ere"t -ays, %s#t#(e&y a"d "e!at#(e&y.I" tassec##c s#tuat#%"s, t%se -% are &ed t% bee(e tey d% "%t a(e te reu#redat#tude, te#r te"de"cy t% c%"%rm #"creases.I"d#(#duast#c s%c#et#es are &ess e&y t% c%"%rm ta" c%&&ect#(#st#c.

>%- d%es C%"%rm#ty -%rJ

A" #"d#(#dua& -#&& m%st e&y c%"%rm #+ Te ma%r#ty c%"s#sts % e7erts

Te members % te ma%r#ty are #m%rta"t t% te #"d#(#dua&

Te #"d#(#dua& ca" re&ate t% te ma%r#ty %" s%me &e(e&tere are s#m#&ar#t#es

bet-ee" te #"d#(#dua& a"d te !r%u

ANALYSIS:

Tr%u! %ur uest#%""a#re -e a"a&y$ed te atter" % a"s-ers !#(e" by em&%yees a"d-e %u"d ma"y s#m#&ar a"s-ers #" re!ard % uest#%"s a"d #t s%-s !reater e7te"d %c%"%rm#ty am%"! em&%yees % NI' 'a" as tey a(e a&m%st mared s#m#&ar %t#%"s!#(e" #" eac uest#%"s % %ur uest#%""a#re. Te &e(e& % c%"%rm#ty s%-s tere !%%dre&at#%"s a"d u"dersta"d#"! -#t eac %ter -#c a&s% s%-s tat tey -#&& "%t &ea(eeac %ter #" ard t#mes but %" te %ter a"d te #! &e(e& % c%"%rm#ty #"d#cates teda"!er % em&%yees say#"! a&-ays yes t% %ters dec#s#%" #"stead % t#"#"! cr#t#ca&&yab%ut #t a"d tere m#!t be a ca"ce % em&%yee say#"! yes u"der ressure #" te ear% &%%s#"! !r%u a"d may resu&t #" &%ss % a"y useu& #dea.

Ater Ascs study ab%ut c%"%rm#ty, #" te -%r&d te c%"%rm#ty #s decreas#"! as te

&e(e& % "%-&ed!e a"d a-are"ess are #"creas#"! a"d te resu&t % %ur uest#%""a#res%-s #! &e(e& % c%"%rm#ty, -e ca" su!!est te reas%" /c%&&ect#(#sm cu&ture %;a#sta"


16/38


TEA#S:

A !r%u -%se #"d#(#dua& e%rts resu&t #" a er%rma"ce tat #s !reater ta" te sum %te #"d#(#dua&s #"ut.

6u#de"e %r team &eaders set by NI's ma"a!eme"t+

Definition:

>as a "atura& aut%r#ty, !e"erates c%mm#tme"t a"d bu#&ds team c%es#(e"ess by sett#"! ac&ear (#s#%" %r te team, re&ected #" c%re (a&ues.

EFFE-TI'E BEHA'IO.R IN)I-ATOR LESS EFFE-TI'E BEHA'IO.R IN)I-ATOR

#ORE OF THIS LESS OF THIS

C%mmu"#cates reue"t&y a reast#c #cture % uture&a"s s% e%&e "%- -at as t% be d%"e a"d -yJ

Arr#(es at dec#s#%" by c%"se"sus, -ere ar%r#ate,t% !a#" team c%mm#tme"t.

Is su%rt#(e % te team #"d#(#dua&s a"d e&s #"%(erc%m#"! r%b&ems t% ac#e(e tar!ets.

Leads by e7am&e d#s&ays bea(#%r -#c re&ectste des#red -%r "%rms a"d (a&ues.

Se"ds t#me #"d#"! %ut te -ay #"d#(#dua&s -a"t t%be ma"a!ed a"d -%r t%!eter adats &eaders# bysty&e t% matc.

Ma7#m#$es te a(a#&ab&e res%urce by c%"struct#"!-e&&ba&a"ced teams ac"%-&ed!es a"d e&s %ters(a&ues te u"#ue c%"tr#but#%"s % eac member.

Ide"t##es %-" &eaders# sty&e a"d stre"!ts, adatstese t% sec##c s#tuat#%"s.

F%&&%-s u -#t d#sse"ters %r b&%cer t% c%"ta#""e!at#(#ty.

Taes #"dee"de"t dec#s#%"s a"d ass teteam t% %&&%- #"struct#%" -#t%ut uest#%"#"!.

a#ts %r team t% as %r #"%rmat#%" #"stead %r%act#(e&y ee#"! tem #"%rmed % te b#!#cture.

E7#b#ts #! ers%"a& e"er!y -e" #"#t#at#"!act#%" but d%es "%t %&&%- tr%u!.

Ta&s ab%ut te te%ry a"d r#"c#&es %&eaders#, yet "%t re&ected #" bea(#%r.

)ses te ab#t#es % sta %r %-" ers%"a& a"dcareer !a#"s d%es "%t sare be"e#ts a"dra#se but asses %" cr#t#c#sms a"d b&ame.

5%es "%t see t% #de"t#y a"d d#scuss te(a&ues % te team t% e"sure e(ery%"e #s-%r#"! t%-ards a c%mm%" !%a&.

A(%#d adm#tt#"! %-" m#staes %r m#tat#%"s.


17/38


6u#de"es %r reduc#"! c%"cts bet-ee" team members set by NI's ma"a!eme"t+

Definition:

Te ab#ty t% u&& t%!eter #"d#(#dua&s %r art#es #" c%"ct by d#us#"! em%t#%"s, #de"t#y#"! tecr#t#ca& #ssues a"d e"! !%t reac a c%mr%m#se ees te %cus %" c%mm%" %bect#(e t%

meet b%t "eeds.



C%"r%"ts c%(ert c%"ct dra-s %ut se"s#t#(e #ssues%r re&at#%"s#s.

)ses a&&r%u"d "%-&ed!e t% ma"a!e#"terdeartme"ta& a"d #"tradeartme"ta& c%"cts.

*ees te %cus % c%"ct res%&ut#%" %" te &%"!term %(era&& #"terests % te %r!a"#$at#%".

Fac#tates %e" d#scuss#%" bet-ee" c%"ct#"!art#es.

Rema#"s #mart#a& -e" dea"! -#t %ters ste"t% ar!ume"ts % eac arty.

Adats ar%ac t% te s#tuat#%" a"d te cu&ture %te c%"ct#"! art#es.

Lets c%"ct esca&ate be%re ta#"! a"y act#%".

Sees t% d#use c%"ct ater ste"#"! t% %"&ys%me % te art#es #"(%&(ed ums t% c%"c&us#%"sab%ut %ters based %" earer s#tuat#%"s.

Ad%ts a s#"!u&ar sty&e %r strate!y acr%ss d#ere"tc%"te7ts.

5%es "%t #de"t#y bre-#"! c%"cts r%m em%t#%"a&react#%"s.

Su!!ests %-" s%&ut#%" t% c%"ct -#t%ut#de"t#y#"! te s%urce.

F%cuses t%% muc %" em%t#%"a& asects % tec%"ct rater ta" te s%&ut#%"s.

C%"(eys #"c%"s#ste"t messa!es t% c%"ct#"!art#es, tus resu&t#"! #" te urter c%"us#%"s.

ANALYSIS:

Ater (#s#ted t% NI' 'a" -e d#sc%(ered tat te NI' 'a" em&%yees c%mr#sed % se&

ma"a!ed -%rs teams acc%rd#"! t% em&%yees res%"ses tey ee& !reater &e(e& %res%"s#b#ty %" te#r s%u&ders a"d tey ma"a!e te t#"!s e &a""#"!, scedu"! %-%r, a"d ass#!"#"! tas t% te member % team, c%"tr%& te ace % te -%r, maedec#s#%"s tr%u! d#scuss#%" bet-ee" te team members, tae act#%"s t% s%&(e ter%b&em a"d a&s% #"teract -#t te#r cust%mers a"d -e %u"d tat te em&%yees ca&&edte#r c%&&ea!ues re&at#%"s# %#cer rater ta" sa&es %#cer.


18/38


/.ALITY #ANAGE#ENT:

-REATI'ITY

Definition:

Is ab&e t% c%"ce#(e %r#!#"a&, #ma!#"at#(e a"d (a&uab&e #deas t% s%&(e r%b&ems a"d #mr%(er%cesses.



5e(e&%s #deas a"d t#"s tr%u! t% a" #""%(at#(ec%"c&us#%"s.

Kuest#%"s trad#t#%"a& t#"#"! #" %rder t% #"#t#ate "e-ersect#(es.

'u#&ds %" #"%rmat#%" a"d #deas r%(#ded by %ters.

Acts u#c&y t% !ras a"d de(e&% "%(e&%%rtu"#t#es.

Imr%(#ses eect#(e s%&ut#%"s -e" aced -#tamb#!u%us a"d d##cu&t s#tuat#%"s.

Tests %ut #deas %r ract#caty a"d eas#b#ty.

Sees %ut %%&s a"d t#"ers a"d uts temt%!eter t% !e"erate #deas uses t%%&s a"dtec"#ues t% s#mu&ate %ters creat#(#ty.

;reers t% use tr#ed a"d tested met%ds t% s%&(er%b&ems rater ta" t#" % "e- a"d #""%(at#(es%&ut#%"s.

Sees %%rtu"#t#es as r#ss ta&s ab%ut teda"!ers a"d r#ss rater ta" te %te"t#a&be"e#ts.

Act#%"s #deas !#(#"! ar%r#ate t%u!t %"&y t%s%rtterm be"e#ts a"d #mmed#ate #mact.

Is %(er&y abs%rbed #" %-" #deas e"ce #s "%t as

a-are % te e"(#r%"me"t %r #m%rta"t e(e"ts asreu#red.

O(er rees ea(#&y %" ast e7er#e"ce d%es "%tt#" &atera&&y.


19/38


-ONTIN.ES LEARNING:

Definition:

A str%"! ers%"a& c%mm#tme"t t% se&de(e&%me"t re&ected #" a" u"der&y#"! cur#%s#ty t% "%-m%re ab%ut e%&e, t#"!s, #ssues, stretc#"! bey%"d -at #s r%ut#"e %r reu#red %b "%-&ed!e.



Ide"t##es s#&&s "eeded %r te uture a"d taes

stes t% de(e&% se& a"d %ters.

Act#(e&y sees r%ess#%"a& de(e&%me"t%%rtu"#t#es, b%t #"s#de a"d %uts#de te%r!a"#$at#%".

Sees %%rtu"#t#es t% -%r -#t te %ters %d#(erse bac!r%u"ds, e7er#e"ce, (#e-%#"ts.

>as ers%"a&&y estabsed %"!%#"! systems %rab#ts %r #"%rmat#%" !ater#"! tr%u!r%ess#%"a& members#s, terature a"d c%"tacts.

Sets c&ear ers%"a& de(e&%me"t tar!ets -#c%cus %" bea(#%ra& #mr%(eme"ts as muc asr%ess#%"a& tec"#ca& s#&&s.

P%&u"teers %r ass#!"me"ts -#c c%"tr#bute t%#"d#(#dua& &ear"#"! !%a&s.

Accets a"d sees eedbac r%m %ters &ear"sr%m ast m#staes.

O(er emas#$es te #m%rta"ce % -%"r%ess#%"a& de(e&%me"t at te c%st % -%rr#%r#t#es.

Rees t%% ea(#&y %" %-" "%-&ed!e d%es "%taccet c%"struct#(e eedbac.

St#cs t% %-" area % e7ert#se rater ta"br%ade"#"! %"es %cus.

5e(e&%s %"ese& %r ta"!#b&e re-ards rater ta"m%re a"d !r%-.

a#ts %r %ters t% #de"t#y %-" de(e&%me"t "eeds.

C%"s#ders s#&&s e&%"! c%"t#"u%us&y res%rts t%tr#ed a"d tested met%ds.

;reers t% c%(er u m#staes rater ta" seeeedbac a"d &ear".


20/38


-ON-L.SION:

Ater study#"! a"d a a"a&y$#"! te resu&ts % %ur researc %" te (ar#%us #ssues re&ated

t% te %r!a"#$at#%"a& bea(#%r -#t#" te %r!a"#$at#%" tat are aect#"! te er%rma"ce% #ts ma"a!eme"t a"d art#cu&ar&y #ts em&%yee, %&&%-ed by se(era& !e"era& a"dsec##c st % uest#%"s -e ased a"d te #"ter(#e-s -e c%"ducted dur#"! %ur (#s#t t%te t-% bra"ces % NI' ba" %"e %" /Tar# R%ad a"d %ter %" /I.I Cu"dr#!ar R%ad,-e are ab&e t% dra- %ut %ur c%"c&us#%"s ab%ut t#s re%rt.NI' 'a" #s a !&%ba& ba" -#c #s a&s% %erat#"! #" ;a#sta". Te %r!a"#$at#%"bea(#%r re!ard#"! !%a& sett#"! %r em&%yees -e a(e c%"c&uded tat te ma"a!eme"t% NI' 'a" #s eect#(e #" sett#"! !%a&s acc%rd#"! t% te c%met#t#%" #" te ba"#"!sect%r % ;a#sta". As te reu#reme"t % !r%-#"! ba"#"! sect%r #t #s "ecessary t% setca&&e"!#"! a"d eect#(e !%a&s s% as t% bec%me maret &eaders. 5es#te % sett#"!

ca&&e"!#"! !%a&s te em&%yees % NI' 'a" are sat#s#ed -#t tese ca&&e"!#"! !%a&sa"d er%rm#"! -e&& t% ac#e(e te !%a&s -#c -ere r%(#ded t% tem.

Te ma"a!eme"t sty&e #" NI' 'a" #s #"d % art#c#at#(e ma"a!eme"t #" -#cem&%yees are !#(e" ca"ce t% sare te#r #deas %r dec#s#%" ma#"! s% te NI' 'a" #sut#$#"! #ts em&%yees by !ett#"! d#ere"t #deas r%m d#ere"t em&%yees t#s r%(#des!reater ca"ces %r !ett#"! better a"d #""%(at#(e #deas. N%t %"&y t#s but r%m t#sact#(#ty em&%yees ee& m%t#(ated because tey t#" tey a&s% a(e te aut%r#ty #"dec#s#%" ma#"! r%cess a"d tey are a&s% a art % a" %r!a"#$at#%". 5ur#"! te#"ter(#e- % a" em&%yee NI' 'a" e t%&d us /A&& te em&%yees ere are !#(e" t#t&e %re&at#%"s# %#cer rater ta" a"y %ter des#!"at#%" a"d at te be!#""#"! % eac

m%"t te t% &e(e& ma"a!eme"t (#s#ts e(ery bra"c a"d arra"!e meet#"! -#t a&& teem&%yees % te bra"c a"d d#scuss te r%b&ems aced by e(ery em&%yee a"d#mmed#ate&y tr#es t% res%&(e te r%b&em a"d t#s #s te ma%r m%t#(at#"! act%r %r us.F%r m%t#(at#"! te#r em&%yees ma"a!eme"t uses d#ere"t tyes % m%t#(at#"! t%%&s te#""%(at#(e %"es -e %u"d are ESO; 9Em&%yees St%c O-"ers# ;&a": a"d te ay&a" %r &ess r%duct#(e -%rers. 'y r%(#d#"! ESO; te em&%yees !a#"s te%-"ers# % a" %r!a"#$at#%" a"d -%r ard "%t %"&y %r te#r be"e#t but a&s% t%ma7#m#$e te r%#t % te %r!a"#$at#%". Te "e7t t#"! ab%ut te ay &a" %r &essr%duct#(e -%rers te c%ma"y m%t#(ate te#r em&%yees -%se er%rma"ce #s "%t ut% te mar by !#(#"! tem te sa&ar#es eu#(a&e"t t% te maret (a&ue % te a"y %terem&%yee % same ra".

As te m%t#(at#%" a"d re-ard systems are u t% te e7ectat#%" % te em&%yees s%te em&%yees are (ery muc sat#s#ed a"d d%"t -a"t t% &ea(e te %r!a"#$at#%".

Te &eaders# sty&es #" NI' 'a" are m#7ture % b%t te tas %r#e"ted a"d re&at#%"s#%r#e"ted but #t #s tt&e e" t%-ards re&at#%"s# %r#e"ted &eaders# sty&e. Te &eaders


21/38


bea(#%r c%"s#st#"! % a&& te &eaders bea(#%r r%(#ded by >%uses ;at 6%a& Te%rya(#"! a&m%st same erce"ta!es -#t (ery &%- (ar#at#%".

O(era&& -e c%"c&uded NI' 'a" #"er#ts str%"! %r!a"#$at#%"a& cu&ture a(#"! (a&ues %r&eaders a"d as -e&& as %r em&%yees a"d te %r!a"#$at#%" bea(#%r #s u t% te mar

%r a"y c%ma"y be#"! #" ;a#sta".

RE-O##EN)ATION:

1. NI' 'a" s%u&d %er tra#"#"! a"d de(e&%me"t sess#%"s %r u"der!raduatest#s -#&& e& NI' 'a" #" uture -#&e recru#t#"! em&%yees.

2. NI' 'a" s%u&d reduce c%"%rm#ty by !#(#"! re-ards t% em&%yees %rsu!!est#"! m%re eect#(e #dea #" te be"e#t % te %r!a"#$at#%" t#s -#&& "%t %"&yr%(#de -#der ra"!e % #deas but a&s% act as a m%t#(at#%"a& t%%& %r te#rem&%yees.

3. NI' 'a" s%u&d arra"!e e7tra curr#cu&ar act#(#t#es e cr#cet matces %" #"terba" &e(e& t% urter #mr%(e re&at#%"s bet-ee" em&%yees as %ter %r!a"#$at#%"sare %r!a"#$#"! 9%r e7am&e A'N Amr%, M%b#", etc.:


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ma"a!eme"t teams -#t adeuate te%ret#ca& "%-&ed!e re!ard#"!esse"t#a& c%"cets "ecessary %r te e#c#e"t a"d eect#(e ma"a!eme"tte#r -%r, a"d t% u"dersta"d s%me % te c%"cets a"d ca&&e"!esre&ated t% te ma"a!eme"t % bea(#%r #" %r!a"#$at#%"s. T#s #s d%"e

-#t %cus %" 'arc&ays ba", t% #de"t#y te c%rre&at#%" bet-ee"em&%yees a"d te %r!a"#$at#%"s #" -#c tey -%r. Te researcmet%d%&%!#es ad%ted are %""e uest#%""a#re, #"ter(#e-s, a"d te use% %bser(at#%" % te %erat#%" % 'arc&ays ba" em&%yees. Tere #s a"#"crease #" te dr#(e by c%ma"#es t% de(e&% mature %r!a"#$at#%"a&bea(#%r a"d cu&ture, %-#"! t% te erce#(ed be"e#ts a"d successass%c#ated -#t #t tat c%ma"#es e"%y.

&roessional
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Essay 1riters

6et y%ur !rade%r y%ur m%"ey bacus#"! %ur Essay r#t#"! Ser(#ceQ

ESSA RITIN6 SERPICE

*ey -%rds+ Or!a"#$at#%"a& bea(#%r

Or!a"#$at#%"a& 'ea(#%r Researc %" 'arc&ays 'a"

T#s aer sees t% a"a&y$e te %r!a"#$at#%"a& bea(#%r ad%ted by'arc&ays ba" acr%ss te -%r&d. 'arc&ays ;LC #s a 'r#t#s mu&t#"at#%"a&ba"#"! a"d #"a"c#a& ser(#ces c%ma"y, -#c #s eaduartered #"L%"d%", )"#ted *#"!d%m. 'arc&ays ;LC %erat#%"s #" %(er =0 c%u"tr#es

acr%ss Eur%e, As#a, S%ut Amer#ca, N%rt Amer#ca a"d Ar#ca #"c&ud#"!*e"ya, -#t a t%ta& "umber % cust%mers e7ceed#"!


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Te c%r%rate a"d #"(estme"t ba"#"! a"d -ea&t a"d #"(estme"tma"a!eme"t c&uster c%(ers tree bus#"ess u"#ts+ te c%r%rate ba"#"!I"(estme"t ba"#"! a"d ea&t a"d #"(estme"t ma"a!eme"t, -#&e tereta#& a"d bus#"ess ba"#"! c&uster #"(%&(e %ur bus#"ess u"#ts tat

#"c&ude Ar#ca reta#& a"d bus#"ess ba"#"! 'arc&aycard Eur%e reta#&a"d bus#"ess ba"#"! a"d )* reta#& a"d bus#"ess ba"#"!9'us#"ess.barc&ays.c%.u, 2013:. M%st subs#d#ar#es % 'arc&ays ;LC%erate u"der Reta#&, C%r%rate, Treasury a"d Card Ser(#ces -#t cr%ssu"ct#%"a& re&at#%"s#s t% su%rt te se!me"ts % &%ca& bus#"ess a"dsma&& t% m#ds#$ed e"terr#ses 9SME:. 'arc&ays #"a"c#a& stre"!tc%u&ed -#t e7te"s#(e &%ca& a"d #"ter"at#%"a& res%urces a(e %s#t#%"ed'arc&ays as te t% r%(#der % #"a"c#a& ser(#ces #" te maret %r teast se(era& years. M%re%(er, 'arc&ayBs c%"s#ste"t #"a"c#a& er%rma"ceas bu#&t c%"#de"ce #" te#r &eaders# a"d ma"a!eme"t am%"! te'a"Bs sare%&ders, as -e&& as te #"dustry #" !e"era& ma#"! #t a" easy!% bra"d. F%r e7am&e, te *e"ya" subs#d#ary "%-" as 'arc&ays 'a"% *e"ya L#m#ted as bee" #" %erat#%" %r = years, a"d asc%"seue"t&y bu#&t a" e7te"s#(e "et-%r % 11@ bra"ces a"d %(er 230

ATMBs c%u"try-#de 9'us#"ess.barc&ays.c%.u, 2013:. Te "et-%r #ssu%rted by I"ter"et a"d m%b#&e ba"#"! ca""e&s &us a Cust%merSer(#ce Ce"tre tat %erates 2< %urs a day, @ days a -ee.

Te mu&t#"at#%"a& "ature % 'arc&ays ba" a"d te d#(erse c&usters

%erat#"! #" d#ere"t bus#"ess e"(#r%"me"t !&%ba&&y rese"t d#ere"tca&&e"!es t% te ba" tat are re&ated t% te #"dustry e"(#r%"me"t.S#m#&ar&y, 'arc&ays ba" #" t#s re!ards #s #"&ue"ced by b%t &%ca& a"d#"ter"at#%"a& #"dustry e"(#r%"me"t s#"ce dec#s#%"s made at te#"ter"at#%"a& re!#%"s a(e a d#rect bear#"! %" te %erat#%" % %tersubs#d#ar#es ar%u"d te -%r&d. Te ba" dra-s #ts em&%yees acr%ss a&&"at#%"at#es, races, a"d cu&tures as a resu&t % te #"creas#"!!&%ba$at#%" a"d #"terc%""ect#(#ty -ere e%&e r%m d#ere"t"at#%"at#es are #red t% -%r ar a-ay r%m te#r c%u"tr#es % b#rt

br#"!#"! -#t tem d#ere"t (a&ues, "%rms a"d cu&tures. T% dea& -#t t#s,'arc&ays ba" as successu&&y ma"a!ed t% de(e&% -%rab&e a"dsta"dard %r!a"#$at#%" bea(#%r a"d cu&ture tat tat cuts acr%ss te"at#%"at#es t% e"sure arm%"#%us %erat#%"s.

Organi0ational Be*a(ior &rinciples


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Te success % mu&t#"at#%"a& %r!a"#$at#%"s #s dee"de"t u%" te%r!a"#$at#%"a& bea(#%r r#"c#&es ad%ted a"d aed #" te resect#(esubs#d#ar#es. Te O' r#"c#&es tat re re&e(a"t t% t#s study arecust%mer res%"s#(e"ess, ers%"aty a"d %r!a"#$at#%", -%r m%t#(at#%",

%b sat#sact#%" a"d re-ard ma"a!eme"t, c%mmu"#cat#%", ca"!ema"a!eme"t a"d &eaders#.

-usto!er Responsi(eness

'e#"! tat 'arc&ays %erates #" a ser(#ce #"dustry te#r success #s u&&yattr#buted t% te uaty % ser(#ce a"d te ast &e(e& % res%"s#(e"ess-e" a"d"! cust%mer uer#es. O"e % te (a&ues ad%ted by te ba"#s te dec&arat#%" tat Bcust%mer #rstB, t% mea" tat cust%mers must beatte"ded t% #rst be%re a"yt#"! e&se. T#s as bec%me art % te%r!a"#$at#%"a& bea(#%r, ma#"! te ba" t% stre"!te" te#r cust%merser(#ce deartme"t by e"sur#"! tat a&& em&%yees a"d"! cust%mersare -e&& tra#"ed t% %er uaty ser(#ce -#t#" te s%rtest t#me %ss#b&e.E(ery %"e #"c&ud#"! te ma"a!eme"t team #s %r#e"ted t% treat tecust%mers as te b%ss #" a&& c#rcumsta"ces.


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-o!pre*ensi(e

1riting Ser(ices

;&a!#ar#smreeA&-ays %" T#meMared t% Sta"dard

OR5ER NO
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Cust%mer res%"s#(e"ess #s a&s% ac#e(ed tr%u! r%ductd#(ers##cat#%" t% meet te dema"ds % a&& !r%us % cust%mers#rresect#(e % te#r s%c#%ec%"%m#c status. T#s #s muc e(#de"t tr%u!te #"tr%duct#%" % &e7#b&e a"d d#(ers##ed cred#t card r%ducts c%mm%"&y

"%-" as 'arc&aycards tat matc d#ere"t "eeds. Te maret a"dcust%mers e7ectat#%" as bee" m%de&ed t% dema"d &e7#b&e a"dceaer cards tat matc d#(erse "eeds % te members 9'arc&ays.c%.u2013a:. F%r e7am&e, 'arc&aycard be#"! te #rst cred#t card r%(#der #"'r#ta#" %ers a ra"!e % uaty r%ducts tat matc te "eed % a&&cust%mers #"c&ud#"! t%se -% reu#re c%met#t#(e #"terestree r%duct,%r t%se #" "eed % #rst cred#t card at c%met#t#(e rates. S#m#&ar&y, tereare &%- sta"dardrate cred#t cards tat are reser(ed %r ce"ts -#te7ce&&e"t cred#t #st%r#es. T#s ra"!e % r%duct e"sures tere #s asu#tab&e r%duct %r e(ery cate!%ry % cust%mers. It #s -at #s m#ss#"! #">S'C tat "eeds t% be r%(#ded t% e"sure tat cust%mersB sat#sact#%"are met, c%r%rate c%mmu"#cat#%", !r%u bea(#%r, uma" dec#s#%"ma#"!.

&ersonality an, Organi0ation

T% de(e&% a !%%d %r!a"#$at#%"a& bea(#%r, te ma"a!eme"t "eed t%u"dersta"d ers%"aty % em&%yees #" %rder t% de(e&% a -%rab&e#"teract#%" m%de& -#t#" te %r!a"#$at#%". ;ers%"aty #"(%&(es

caracter#st#cs, uat#es, s#&&s, a"d c%mete"c#es % em&%yees,c%mb#"ed -#t %ter tra#ts suc as !r%%m#"! a"d att#tude. ;ers%"aty #"m%st cases #s #"&ue"ce by te e"(#r%"me"t a"d te s%c#a& sett#"!s.>%-e(er, tere are art#cu&ar u"#(ersa& caracter#st#cs -#c a&-aysemer!e #" #"d#(#dua&s tat are accetab&e acr%ss te b%ard. F%re7am&e, cust%mer ser(#ce e7ecut#(es are e7ected t% be a!!ress#(e,umb&e a"d resectu&, a(e a ste"#"! ab#ty, assert#(e a"d -e&c%m#"!.Tese tra#ts, t%u!ts, a"d ee"!s s%u&d be tra"s&ated #"t% (#s#b&ebea(#%r tat ca" attract a"d reta#" te cust%mers.

-o!!unication

C&ear c%mmu"#cat#%" -#t#" te %r!a"#$at#%" #s (ery #m%rta"t s#"ce #t #sesse"t#a& #" #"cu&cat#"! c%mm%" %bect#(e. Fa#&ure #" c%mmu"#cat#%" ca"resu&t -e" c&ear ur%se #s "%t c%"(eyed %r -e" te messa!e #sd#st%rted a&%"! te ca""e& % c%mmu"#cat#%" %&&%-ed. C%mmu"#cat#%"


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sett#"! ca" a&s% bar c&ear c%"(eya"ce % #"%rmat#%" as a resu&t %u"c&ear ca#" % c%mma"d. S%me % te barr#ers % eect#(ec%mmu"#cat#%" may #"c&ude assumt#%"s by te se"der -% #!"%resarts % te #"%rmat#%" t% be re&ayed, rec%"cet#%" am%"! te

rece#(ers a"d b#ases #" de(ery. It #s tere%re #merat#(e %r te%r!a"#$at#%" t% de(e&% c%mmu"#cat#%" cu&ture as art % te%r!a"#$at#%" bea(#%r 9Asra, 2012:. Suc cu&ture c&ear&y st#u&ates teca#" % c%mma"d % c%mmu"#cat#%", c%mmu"#cat#%" ca""e& a"d!e"era&&y te tye % &a"!ua!e t% be used #" a"y de(ery % #"%rmat#%",-#c must str#ct&y be %#c#a&. E(ery%"e #"c&ud#"! te ma"a!eme"t mustc%mmu"#cate -e&& -#t a&& e%&e -#t#" te %r!a"#$at#%" #rresect#(e %be#"! sub%rd#"ates. T#s -#&& #"st#&& resect a"d accurate e7ecut#%" % tec%mma"d as c&ear&y %ut"ed. C&ear c%mmu"#cat#%" a&s% &ays a ma%rr%&e #" te sat#sact#%" % cust%mer dema"ds a"d t% r%(#de a&& te#"%rmat#%" "eeded by te cust%mer %r dec#s#%" ma#"!

1or$ #oti(ation

Fu&& c%ma"ce t% te %r!a"#$at#%"a& cu&ture a"d bea(#%r #s a&s%#"&ue"ced by te &e(e& % m%t#(at#%" am%"! te sta a"d te e"t#re-%r%rce. M%t#(at#%" br#"!s te #"tr#"s#c ur!e t% er%rm at -%r &ace,a"d #s c%""ected t% te syc%&%!#ca& a"d em%t#%"a& -e&&be#"!. Te&e(e& % m%t#(at#%" am%"! te sta -#t#" te %r!a"#$at#%" tere%re,

act#(ates bea(#%r %r a" ur!e tat #s d#rected at a !%a& 9Asra,2012:.T#s mea"s tat %r te %r!a"#$at#%"s cu&ture a"d bea(#%r t% beadered t% at a&& t#mes, te ma"a!eme"t "eed t% de(e&% a #!&ym%t#(ated sta tat u"dersta"ds a"d u&&y embraces te (a&ues % te%r!a"#$at#%". T% ac#e(e te -%r m%t#(at#%" tat as d#rect #mact %"r%duct#(#ty, se(era& act%rs ca" be ad%ted as art % %r!a"#$at#%"cu&ture t% e"c%ura!e c%met#t#%" am%"! te em&%yees t%-ardsr%duct#%". S%me % te act%rs #"c&ude

%b E"r#cme"t+ %bs "eed t% be des#!"ed t% %er %%rtu"#t#es %rres%"s#b#ty !r%-t, ac#e(eme"t, a"d rec%!"#t#%" %r !%%der%rma"ce. T#s #"(%&(es r%(#d#"! ca&&e"!#"! res%"s#b#t#es tatu&&y e"!a!es te em&%yees tr%u! !reater ut#$at#%" % s#&&s a"d%ers %%rtu"#ty %r ers%"a& de(e&%me"t.


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F&e7# t#me+ T#s c%"cet #s mea"t t% a&&%- em&%yees t% %ccas#%"a&&yc%"tr%& te#r -%r scedu&e, suc tat tey dec#de -#c -%r t% start-#t 9Asra, 2012:. T#s system maes em&%yees m%re res%"s#b&ea"d acc%u"tab&e, a"d em#"ates te !e"era& ee"! tat tey are

m#cr%ma"a!ed t% er%rm.

T*is Essay is

a Stu,ent2s 1or$
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T#s essay as bee" subm#tted by a stude"t. T#s #s "%t a" e7am&e %te -%r -r#tte" by %ur r%ess#%"a& essay -r#ters.

EAM;LES OF O)R OR*

Em%-erme"t+ T#s #"(%&(es !#(#"! em&%yees aut%r#ty #" te#r area %

%erat#%" t% mae dec#s#%"s a"d be ab&e t% res%&(e te#r -%r re&atedr%b&ems -#t%ut ar%(a& r%m te ma"a!eme"t.

Em&%yees st%c %-"ers# &a"+ t#s met%d as bec%me a ey t%%& #"attract#"!, reta#"#"!, a"d m%t#(at#"! -%r%rce #" bus#"ess %r!a"#$at#%"s.Te system a&&%-s em&%yees t% %-" te c%ma"yBs st%c t% be art %te st%c%&ders a"d as art % te#r be"e#t aca!e. T#s m%t#(atesem&%yees -%r arder a"d r%tects te %r!a"#$at#%" s#"ce te#r ser(#ced#rect&y #macts te er%rma"ce % te c%ma"y. L%- em&%yeesB

r%duct#(#ty mea"s &%-er (a&ue % te st%c r#ces. T#s strate!y -asad%ted by Eu#ty 'a", -#c #s curre"t&y te astest !r%-#"! ba" #"te subSaara" Ar#ca, tus s%u&d be ad%ted by maret &eaders e'arc&ays ba".

3o% Satisaction an, Re4ar, #anage!ent
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Or!a"#$at#%" bea(#%r s%u&d be %"e tat r%m%tes %b sat#sact#%",-#c #s te em&%yeesB %(era&& att#tude t%-ards te#r %bs. It #s teu&&me"t a" em&%yee de(e&%s ater e(a&uat#%" % a %b %r %be7er#e"ce. %b sat#sact#%" ca" be der#(ed r%m a "umber % eatures

suc as te am%u"t % ay, r%m%t#%" %%rtu"#t#es, te -%r #tse&,suer(#s#%", c%"duc#(e -%r e"(#r%"me"t, a"d re&at#%"s# -#t c%-%rers. E(ery %r!a"#$at#%" s%u&d tere%re create a sta"dard%r!a"#$at#%"a& bea(#%r tat #"c&udes em&%yee r%m%t#%" %" mer#t,r%ess#%"a& suer(#s#%", a"d sta"dard remu"erat#%" % em&%yeesbased %" r%duct#(#ty a"d %b !r%u. A&t%u! d#ere"t e%&e mayder#(e sat#sact#%" r%m d#ere"t eatures, te m%st c%mm%" e&eme"tsare as me"t#%"ed ab%(e a"d a -#der ar%ac t% #mr%(e %b des#!",-%r %r!a"#$at#%" a"d !e"era& uaty % e. I" add#t#%" t% %bsat#sact#%", eect#(e re-ard ma"a!eme"t "eeds t% be de(e&%ed tata#r&y rec%!"#$es em&%yeesB e%rts t% re#"%rce r%duct#(#ty %radere"ce t% %r!a"#$at#%"a& (a&ues a"d bea(#%r sta"dards. )sua&&y, #"case e%&esB !%%d bea(#%r are eect#(e&y rec%!"#$ed %r re-ardedtr%u! a"y mea"s, te des#red bea(#%r #s usua&&y reeated.Or!a"#$at#%"s suc as 'arc&ays #" t#s re!ard "eed t% c%"s#derdes#!"#"! a sta"dards re-ard system tat #s susta#"ab&e t% te bus#"essa"d mae #t a" %r!a"#$at#%"a& cu&ture a"d bea(#%r r%m%t#%" t%%&.

Lea,ers*ip

T#s #"(%&(es c%"tr%&"! a"d d#rect#"! #"d#(#dua&s, !r%us a"dsub%rd#"ates -#t#" te #rm. It #"c&udes #r#"!, tra#"#"!, !u#d#"!, a"dassessme"t % r%cesses #" %rder t% ac#e(e te best er%rma"ce r%mem&%yees. Or!a"#$at#%"s tat succeed #" te#r %erat#%"s usua&&yma7#m#$e %" te ta&e"ts a"d e"er!#es % te#r em&%yees 9Asra, 2012:.T#s #s because suc #rms de(e&% c%met#t#(e ad(a"ta!e a!a#"st te#rr#(a&s as a resu&t % ma7#mum r%duct#%". 5ue t% te act tat em&%yeesare (#ta& res%urce t% te ac#e(eme"t % te %r!a"#$at#%"a& !%a&s,

ma"a!ers s%u&d be careu& %" %- tey #"teract a"d a"d&e te#rsub%rd#"ates. T#s mea"s tat ma"a!ers -% are "%-&ed!eab&e a"ds#&&ed #" %r!a"#$at#%"a& bea(#%rs are e&y t% eect#(e&y a"d e#c#e"t&yma"a!e te#r teams a"d #"&ue"ce tem t% u&&y su%rt te c%ma"yBs!%a&s.


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5#ere"t &eaders# sty&es suc as aut%crat#c, c%"su&tat#(e a"d ree -#&&may be ad%ted dee"d#"! %" te s#tuat#%" 9L%ce, 200:.Or!a"#$at#%"a& bea(#%r #" re&at#%" t% te &eaders# sty&e ad%ted #" a&&te ma"a!eme"t &e(e&s #s (ery #m%rta"t t% te success % te

%r!a"#$at#%". Te ma"a!eme"t structure ad%ted by 'arc&ays ba" #susua&&y te (ert#ca& "e -ere t% ma"a!eme"t tat c%mr#se CEO a"dte b%ard % d#rect%rs #ssue d#rect#(es tat are #m&eme"ted at te m#dd&ea"d &%-er &e(e&. >%-e(er, be%re te dec#s#%" #s c%mmu"#catedd%-"-ards, c%"su&tat#%" at te tact#c &e(e& % ma"a!eme"t taes &ace,#"(%&(#"! te #"a"ce deartme"t -#c #s res%"s#b&e %r te strate!yde(e&%me"t r%cess, dr#(#"! bus#"ess er%rma"ce a"d #"a"c#a&c%"tr%& acr%ss 'arc&ays Ar#ca.

Oter ma"a!eme"t u"ct#%"s #"c&ude uma" res%urce, %erat#%"s,c%"sumer ba"#"!, r#s ma"a!eme"t, c%r%rate ba"#"!, treasuryser(#ces a"d card bus#"ess deartme"ts. T#s a&s% #"c&udes teers%""e& #" eac % te deartme"ts. It #s #m%rta"t %r %r!a"#$at#%"s t%"%te tat dec#s#%"s made c%&&ect#(e&y are %te" eas#er t% #m&eme"t ta"%rced dec#s#%"s. ereas d#ere"t &eaders# sty&es ca" be ad%ted #"d#ere"t s#tuat#%"s, %r!a"#$at#%"s m#"du&&y "eed t% create a &eaders#cu&ture tat as c&ear d#st#"ct#%" % r%&es a"d c&ear de#"#t#%" %res%"s#b#ty t% e"ab&e e#c#e"t &%- % dut#es. Leaders# must bec%"cer"ed a"d emas#$e %" e%&eBs #ssues ust as te %r!a"#$at#%"a&

#ssues 9L%ce, 200:. Em&%yees are (ery #m%rta"t res%urce tat mustbe (a&ued # te %r!a"#$at#%" #s t% succeed, tus te#r c%m&a#"ts must beaddressed -e&& -#t%ut a"t (#ct#m#$at#%" r%m te &eaders#.Or!a"#$at#%"s must tere%re ad%t &eaders# bea(#%r tat resectste em&%yees, treats tem a#r&y #" %rder t% #mr%(e te#r att#tudet%-ards -%r a"d te #rm #" !e"era&.

T*eoretical Fra!e4or$

Or!a"#$at#%"a& bea(#%r reers t% te study % !r%us a"d #"d#(#dua&dy"am#cs -#t#" a" %r!a"#$at#%", as -e&& as te "ature % te%r!a"#$at#%"s. Te #"teract#%" bet-ee" uma" res%urce a"d te%r!a"#$at#%" a"d te #"teract#%" am%"!st em&%yees temse&(es usua&&ybr#"! se(era& act%rs #"t% &ay a"d #" tur" de#"e te %r!a"#$at#%"a&bea(#%r. ;rese"t&y, d#ere"t e%&e -#t d#(erse cu&tura& (a&ues a"dbac!r%u"ds -%r t%!eter #" d#ere"t #"st#tut#%"s. Or!a"#$at#%"a&


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bea(#%r #" t#s resect sees t% br#"! a" u"dersta"d#"! a"d emas#$ete accetab&e bea(#%r #" %r!a"#$at#%"s #" %rders t% de(e&%c%mete"c#es a"d sta"dards #" -#c e%&e e&y t% bea(e. Tese#"d#"! are tere%re, t% ass#st #" c%"tr%&"! bea(#%rs tat !% a!a#"st te

re!u&at#%"s a"d %bect#(es % te %r!a"#$at#%"s.

Eua&&y, #t #s s#!"##ca"t t% "%te tat #" a" %r!a"#$at#%", te s%c#a& systemc%mr#ses a&& te e%&e, c%"s#der#"! %- tey re&ate t% te rest % te-%r&d. N%rma&&y, te bea(#%r % %"e ers%" as #mact %" te bea(#%r% %ters e#ter d#rect&y %r #"d#rect&y. Cu&ture reers t% te c%"(e"t#%"a&bea(#%r % a s%c#ety tat c%mr#ses "%-&ed!e, bees, cust%ms, a"dract#ces a"d e%&e dee"d %" cu&ture s#"ce #t !uara"tees temu"dersta"d#"!, stab#ty, secur#ty, a"d te ab#ty t% react t% a !#(e"s#tuat#%". It saes uma" bea(#%r, e(e" # "%t u&&y embraced. I" a"%r!a"#$at#%" set u, e%&e ear ca"!e #" cu&ture a"d bea(#%r %r ear#"stab#ty, a"d &%ss % secur#ty.

Te %erat#%" % %r!a"#$at#%" #s usua&&y based %" te ma"a!eme"tBs#&%s%y, (#s#%" a"d m#ss#%", (a&ues a"d !%a&s tat !u#de em&%yees.Tese c%"seue"t&y de#"e te %r!a"#$at#%"s cu&ture %r bea(#%r, -#c#s c%m%sed % te %rma& a"d #"%rma& %r!a"#$at#%"s, a"d b%rr%-edr%m te s%c#a& e"(#r%"me"t. Te %r!a"#$at#%"s cu&ture determ#"es tetye % &eaders# ad%ted, c%mmu"#cat#%" ca""e&s a"d ca#", a"d

!r%u a"d #"d#(#dua& dy"am#cs -#t#" te %r!a"#$at#%". E7#ste"ce % suc-%r#"! e"(#r%"me"t, cu&ture, a"d bea(#%r bec%mes a m%t#(at#"! act%rt% te -%r%rce, &ead#"! #"t% #! er%rma"ce, #"d#(#dua& a"d !r%usat#sact#%", a"d ers%"a& !r%-t a"d de(e&%me"t. Te c%mb#"at#%" %tese e&eme"ts c%"structs te rame-%r tat !u#des te %erat#%" %te %r!a"#$at#%".

Researc* #et*o,ology

Te c%#ce % researc met%d%&%!y t% determ#"e te %r!a"#$at#%"a&bea(#%r ad%ted by 'arc&ays ba" -as dee"ded %" te %bect#(#ty,reab#ty a"d susta#"ab#ty % te met%d based %" te e"(#r%"me"t a"d"ature # te #"dustry. T% c&ear&y meet te ur%se, tree met%ds -ereused a&ter"at#(e&y t% determ#"e te em&%yeesB ee"!s c%"cer"#"! te%r!a"#$at#%"s cu&ture a"d te cust%mersB ee"!s %" -eter te%r!a"#$at#%"s bea(#%r #s su#tab&e #" te ser(#ce #"dustry. O""e


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uest#%""a#re -as used t% c%&&ect data r%m 2= em&%yees #" d#ere"tra"s -#t#" te %r!a"#$at#%" eua&&y d#str#buted r%m te m#dd&ema"a!eme"t t% te c&ea"ers tr%u! c&ers. T#s -as ater secur#"! te#rema#& addresses, a(#"! tat t#me c%"stra#"ts c%u&d "%t a&&%- tem t%

adeuate&y res%"d t% #"ter(#e- uest#%"s. Face t% ace #"ter(#e- -asa&s% used t% sec##ca&&y #"ter(#e- 1= ra"d%m&y se&ected -a"cust%mers r%m acr%ss s%c#%ec%"%m#c c&ass a"d a!e bracet -#t a"#"te"t#%" t% !au!e # tey -ere sat#s#ed -#t te recet#%" a"d ser(#cetey rece#(ed r%m te ba" sta. Te#r ee"!s %" te !e"era&arra"!eme"t -#t#" te ba"#"! a&& a"d ers%"a& !r%%m#"! % te sta-ere a&s% s%u!t. F#"a&&y, %bser(at#%" -as used t% m%"#t%r stares%"se t% cust%merBs e"u#r#es a"d te seed % ser(#ce. T#s%bser(at#%" -as d%"e dur#"! my r%ut#"e (#s#t t% te ba" t% carry %uttra"sact#%"s.

Te structured %""e uest#%""a#res -ere #&&ed by te res%"de"ts atte#r c%"(e"#e"t t#mes. ;r#%r t% te c%&&ect#%" % data, aut%r#$at#%" -ass%u!t r%m te ba" ma"a!eme"t, -% #" tur" br#eed te secur#tya!e"c#es %r te days te data -ere c%&&ected. T#s arra"!eme"t -asd%"e s#&e"t&y -#t%ut "%t#y#"! te sta members t% e"sure tat te datac%&&ected #" "%t se-ed -e" em&%yees try t% c%"cea& te#r r#!tatt#tude a"d bea(#%r.

It #s a&s% #m%rta"t t% "%te tat m%re #"%rmat#%" ab%ut te r%#&e a"dbac!r%u"d % 'arc&ays ba" -as s%u!t r%m te ba"s -ebs#te. T#s!a(e a c&ear u"dersta"d#"! % te ba"s %erat#%"s a"d te actua&(a&ues, (#s#%", m#ss#%", cu&ture a"d te %r!a"#$at#%"a& bea(#%r tat teba" sta"d %r, t% be used !a!e te &e(e& % c%ma"ce by teem&%yees.

Results an, Fin,ings

Acc%rd#"! t% te %""e uest#%""a#re sur(ey tat -as #&&ed by 2=ra"d%m&y se&ected 'arc&ays ba" em&%yees r%m acr%ss te s%c#%ec%"%m#c c&ass a"d a!e bracet, m%st res%"de"ts esec#a&&y te "%"ma"a!eme"t sta -% res%"ded t% te uest#%"s as #"d#cated #" teae"d#7 sect#%" % t#s aer d#sar%(ed te %r!a"#$at#%"s cu&ture a"dbea(#%r, -#&e m%st % t%se #" ma"a!eme"t %s#t#%"s ar%(ed te%r!a"#$at#%" bea(#%r. O"e % te reas%"s %r d#sar%(a& #s tat


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ma"a!eme"t -as aut%r#tat#(e #" dec#s#%" #"stead % be#"! c%"su&tat#(ea"d e&t tat te#r (#e-s are "%t acc%mm%dated #" te ru""#"! % tesystem.

Te #"ter(#e- tat #"(%&(ed 1= cust%mers s%u!t t% "%- te#r (#e- %"'arc&ays ba"s %r!a"#$at#%"a& bea(#%r. Te a"a&ys#s %u"d tat 0? %rte cust%mers #"ter(#e-ed -ere sat#s#ed by te arra"!eme"t % c%u"tersa"d ser(#ce %#"ts #"s#de te ba"#"! a&&. S#m#&ar&y, a" %(er-e&m#"!ma%r#ty % 1< cust%mers -ere % te %#"#%" tat te %#c#a& dress#"! asart % te#r bea(#%r -as c%mme"dab&e a"d s%u&d c%"t#"ue, -#&e %"&y1 e&t te tye % dress -as "%t c%"cer".

Te %bser(at#%"s made a&s% c%"#rmed te (a&ues % te ba" as teyare #" te m#ss#%" stateme"t. Te dec&arat#%" tat cust%mer c%mes #rst

#" te#r st % r#%r#ty -as e(#de"t, esec#a&&y #" re&at#%" t% %- cust%mers-ere usered #" a"d a&&%-ed t% s#t -#&e a-a#t#"! t% be ser(ed.

Are Organi0ations Be*a(ior principles applie, inBarclays Ban$5

Te r#"c#&e % eect#(e re-ard ma"a!eme"t #s art#a&&y aed #" teba" based %" te #"d#"!s. M%st u"#%r sta c%m&a#"ed tat ted#ere"ce #" sa&ary bracet bet-ee" te ma"a!eme"t, te c&ers, a"d

%ter sta members suc as c&ea"ers -as (ery b#!. It s%-ed tatma"a!eme"t teams are a#d muc #!er ta" te rest, tus te ee"!tat eect#(e re-ard system be ad%ted. O"e area re-ard tat # u&&y#m&eme"ted #s %" ear"#"! % b%"uses at te e"d % te year a"d teyear&y #"creme"ts acc%rd#"! t% te c%&&ect#(e bar!a#" a!reeme"t. T#s #s%-e(er dee"de"t %" #"d#(#dua& er%rma"ce as #"d#cated by teba&a"ce sc%re card assessme"t seet. Em&%yee rec%!"#t#%" based %"art#cu&ar ac#e(eme"ts #s d%"e -#t#" te ba"s, b%t %rma&&y a"d#"%rma&&y. As #"d#cated #" te r#"c#&e ab%(e, re-ard #s a t%%& tat

re#"%rces !%%d bea(#%r. Acc%rd#"! t% te ma"a!eme"t, se(era& stamembers are !#(e" rec%!"#t#%" cards %r be#"! best c%mmu"#cat#%"a!e"ts, best t#me ma"a!ers, a"d best #" m#"#m#$#"! te -asta!e %aers. T#s re-ard system "eeds t% c%"t#"ue s#"ce #t e"c%ura!es %tert% -%r arder t% ear" b%"uses at te e"d % te year ater meet#"! te#ryear&y tar!ets a"d rece#(#"! "%m#"at#%" cards tat #mr%(e r%#&e %r


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uture r%m%t#%"s. O"e te sta"dard susta#"ab&e re-ard bea(#%r #sad%ted a&& sect%rs are c%(ered -#t%ut d#scr#m#"at#%".

T#s researc %u"d %ut tat measur#"! %b sat#sact#%" as bee" aca&&e"!#"! r%cess t% m%st ma"a!ers. 'ased %" te determ#"a"ts %

%b sat#sact#%" suc as am%u"t % ay, r%m%t#%" %%rtu"#t#es, te -%r#tse&, suer(#s#%", c%"duc#(e -%r e"(#r%"me"t, a"d re&at#%"s# -#t c%-%rers, se(era& em&%yees, se(era& em&%yees are "%t sat#s#ed -#tte#r %bs, e#ter because % te ercet#%" % #"euaty #" te aystructure, te ma"a!eme"t be#"! t%% aut%r#tat#(e a"d te !e"era&&yr%ut#"e "ature % te %bs tat %er tt&e %%rtu"#ty %r ers%"a& !r%-t.

Cust%mer res%"s#(e"ess #s a r#"c#&e tat #s u&&y aed #" te e"t#re'arc&ays ba". 'ased %" te#r (a&ue tat maes cust%mer #rst, #t -as

e(#de"t tr%u! te %bser(at#%" tat cust%mers -ere -e&& rece#(ed,ad(#sed, a"d ser(ed -#t#" te s%rtest t#me %ss#b&e. e"e(er acust%mer -a&s #"t% te ba" tey are ad(#sed by te cust%mer carererese"tat#(e %" -#c c%u"ter t% !% t% %r te des#red ser(#ce. T#s-as a&s% c%"#rmed by te cust%mers temse&(es -% sa#d tat tey aresat#s#ed -#t te ma""er tey are a"d&ed by te ba" sta. Cust%merres%"s#(e"ess #s a&s% r%(ed by te d#(ers##ed r%ducts %ered by teba" tat are mea"t t% meet te dema"ds % a&& cust%mers #" a&& s%c#%ec%"%m#c !r%us. Te m%st %utsta"d#"! r%duct "e #s te 'arc&aycard

tat c%(ers a&& "eeds r%m &%- #"terest t% &%- #"terest cards, as -e&& ast%se mea"t %r stude"ts.

'arc&ays ba" ers%""e& c%m%s#t#%" #s c%m%sed % t% &e(e&ma"a!eme"t tat #"(%&(e te CEO a"d te '%ard % d#rect%rs at te &%ca&&e(e&, m#dd&e ma"a!eme"t #"c&ud#"! te bra"c ma"a!ers a"d %erat#%"a"d deartme"ta& ma"a!ers a"d te &%-er &e(e& sta #"c&ud#"! c&ersa"d sa&es rerese"tat#(es. Leaders# #s #" t#s case #s -e&& structured-#t (ery c&ear ca#" % c%mma"d r%m te strate!#c &e(e& t% te re!#%"a&

d#rect%rs a"d t% &%ca& subs#d#ary bra"ces 9'us#"ess.barc&ays.c%.u,2012:. T#s as c&ear&y ass#sted #" searat#%" % res%"s#b#t#es a"de"tre"ced acc%u"tab#ty systems -#t#" te ma"a!eme"t. I" te rece"tec%"%m#c recess#%", te ba" rece"t&y ad%ted restructur#"! tat sa-se(era& em&%yees &%se te#r %bs a"d ad%t#%" % te system -ere

u"#%r stas e te c&ers, cas#ers are em&%yed %" a c%"tract bas#s #"


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m%st subs#d#ar#es. T#s #s a uma" res%urce %cy, acc%ma"#ed by&%-er remu"erat#%" structures &ed t% mass e7%dus % sta.

-onclusion an, Reco!!en,ations

T#s researc aer &%%ed at te %r!a"#$at#%"a& bea(#%r ad%ted by'arc&ays ;LC, -#c #s a 'r#t#s mu&t#"at#%"a& ba"#"! a"d #"a"c#a&ser(#ces c%ma"y -#t #tBs eaduarter #" L%"d%", )"#ted *#"!d%m.'arc&ays ;LC %erat#%"s #" %(er =0 c%u"tr#es acr%ss Eur%e, As#a,S%ut Amer#ca, N%rt Amer#ca a"d Ar#ca #"c&ud#"! *e"ya, -#t a t%ta&"umber % cust%mers e7ceed#"!


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bea(#%r, -#&e m%st % t%se #" ma"a!eme"t %s#t#%"s ar%(ed te%r!a"#$at#%" bea(#%r.

Reco!!en,ations

Te success % %r!a"#$at#%"s #s dee"de"t u%" te %r!a"#$at#%"a&bea(#%r r#"c#&es ad%ted a"d aed #" te resect#(e subs#d#ar#es.Te O' r#"c#&es tat are re&e(a"t a"d s%u&d be ad%ted by%r!a"#$at#%"s #"c&ude cust%mer res%"s#(e"ess, ers%"aty a"d%r!a"#$at#%", -%r m%t#(at#%", %b sat#sact#%" a"d re-ard ma"a!eme"t,c%mmu"#cat#%", ca"!e ma"a!eme"t a"d &eaders#.

I" %rder t% de(e&% a !%%d %r!a"#$at#%"a& bea(#%r, te ma"a!eme"t"eeds t% u"dersta"d ers%"aty % em&%yees #" %rder t% de(e&% a

-%rab&e #"teract#%" m%de& -#t#" te %r!a"#$at#%". ;ers%"aty #"(%&(escaracter#st#cs, uat#es, s#&&s, a"d c%mete"c#es % em&%yees,c%mb#"ed -#t %ter tra#ts suc as !r%%m#"! a"d att#tude. ;ers%"aty #"m%st cases #s #"&ue"ce by te e"(#r%"me"t a"d te s%c#a& sett#"!s.>%-e(er, tere are art#cu&ar u"#(ersa& caracter#st#cs -#c a&-aysemer!e #" #"d#(#dua&s tat are accetab&e acr%ss te b%ard. F%re7am&e, cust%mer ser(#ce sta members are e7ected t% bea!!ress#(e, umb&e a"d resectu&, a(e a ste"#"! ab#ty, assert#(e a"d-e&c%m#"!

E(ery %r!a"#$at#%" s%u&d tere%re create a sta"dard %r!a"#$at#%"a&bea(#%r tat #"c&udes em&%yee r%m%t#%" %" mer#t, r%ess#%"a&suer(#s#%", a"d sta"dard remu"erat#%" % em&%yees based %"r%duct#(#ty a"d %b !r%u

Documents

Organzational Behavior of NIB