Employee Satisfaction and Customer Satisfaction Essay

This thesis result be base on my current and previous unimaginative experience combined with the theoretical basis that I be possessed of acquired through with(predicate) with(predicate) the modules on Academy business school. I develop 8 geezerhood of trouble experience in retail, but in the plump 3 years being diligent as a personal friend for my son who was born with a physical disability. 1 October 2012 I have been employed part- while as a sales assistant in the refreshedly opened shoe Tops, located in Aalborg heart and soul.My meridian of date in this project go forth be from the perspective of the owner / management since my prerequisites for this atomic number 18 realistic and that in the future I have ambitions once more to pop out a assembly line at this aim.Presentation of TOPS in Aalborg Shopping Eurosko a purchasing cooperative consisting of independent skohandlere working unitedly on purchasing and marketing. These skohandlerer operated chthonian the name TOPS. This cooperation is intended to transcend members a check overall economy to meet the increasing competition in the retail diligence. The keep goings sells common soldier labels and various brands of Danish suppliers.TOPS products argon visualiseed for the average consumer, and the target audience is the whole family. Product labels within private labels are as follows Ralf Boston, Taxi, Adi, Mary B and Between.The new Tops put in in Aalborg shopping philia is located in the new extension service which has the name Nygade (pink street). This street connects the input A (main entrance at the food product store) and input B (input opposite Steak Jensen / Nibevej).Shoe store TOPS is funded by Thorkild Hansen, who every day is trade able boss in Aars. It is his lady friend Camilla Hansen, store manager / owner of the new store. They both have a history from the hardware store constancy. In the shop there is employed a sales manager, a full-time sales assistant and unrivaled part-time sales assistant. You are aware that you have to have roughly hourly paid sales assistants to cover crooked hours. However, cardinal would initiatory look for the urgent need before hiring more.The store is located in North Jutland most attractive retail area in the city south of Aalborg. The competition here is tremendous, from German Deichmann to skokderne Skoringen and PAW SHOES. grocery store is also a major competitor, while the overall industry slippage, as retailers fierce competition is to blame in.The hard struggle with the center of Aalborg has been going on ever since possibleness in 1997, and its save a matter of time before one can thrill City South and Aalborg Shopping Center as the victor. City southerly and Aalborg Shopping Center is marketplace for all over Gauteng. The clients who come to Aalborg Mall comes with the purpose to spend money. Un kindred clients in the city center, where there are many shoppers. task Argumentation In a s tore like TOPS in Aalborg shopping center, there are many challenges for Camilla Hansen. Problem of the project depart be found on one of the issues that are most central to the management, namely the motivation of the staff. Why is it such an meaning(a) issue?One of the things that can explain the motivation question is the equal competition as TOPS face. Is the sales staff not make to provide the outgo service when they meet customers, customers needs are met in one of the competing shoe stores.There are also other atoms such as indirect challenge my question about motivation. These I go forth elaborate on below.The increasing competition in the retail and policies have been elements in the environment that have boostered to pave the management for the long opening hours. This development is currently further escalated with the abolition of the Shops Act 1 October 2012. another(prenominal) challenge is the union HP, which puts pressure on employers to their employees come to work under some decent conditions, with regard to working hours.At the analogous time include the cost structure in the retail industry, where labor cost and rent are the greatest. Since the wage cost is the only one who in a short time can be changed, it is here, it is very focused. rationalization and maximum benefits of the employees are passing(a) challenge in retail. It obviously has not done better after the financial crisis in 2008. The demand for intelligents has fall / stagnated and the demand there is, is not the same as before. At the same time discount concepts in many cases prospered due to the crisis.In the wash of these above mentioned elements have TOPS a need for the philia of employees who are employed must be superiorly effective. Performance would with store military force must be high, even in the long run. Therefore, it is important to bring home the bacon a sustained high staff motivation in TOPS. I thus think it leave to make visible how the note should be structured so as to achieve a high innate motivation of the employees. However, one must create a kitchen-gardening that supports the motivation. Succeeded this, then the employees get out eventually provide the same high level.Problem grooming It is a challenge for management that structures the right melodic line design for the team up in the shop, so to create a sustained high level of motivation. This forget form the basis for the desired high level of mental process. I therefore do the following Explain the job characteristics work, in carnal knowledge to the employees of Tops in Aalborg Mall. Provide an analysis of the elements to create a high MPS.Find out what basic assumptions that support a high MPS. ca-ca suggestions for how to achieve sustained high MPS.The method Science Theoretical start The knowledge / theory which I create in the project is base on social constructionism. My new preconception leave behind therefore be formed by the au to poetry establishment for which the employee is in TOPS.The way in which the theory is formed on the deductive because my curiosity is establish on a theoretical mannequin and problem formulation. The method is the hermeneutical spiral, as my practical / theoretical presuppositions will be further developed through a qualitative method ( shrewdness interviews). This illustrates thanks to my abstruseness interviews. First I ask my questions, then I ask detailed questions to their answers. This forms a new pre-understanding, which in turn contributes to a deeper level of understanding. This truth can be characterized as being causal explanatory. This provides functional explanations are operationalized through the denary method (questionnaire). Thus, I see the questionnaire as a hypothetical method.The hermeneutic process are processed through circular mentation. This theoretical system finally my deeper level of understanding will be provided by exploring patterns of attitudes of the individuals in TOPS. My interest is to see how employees and management mutually influence each other. This I find out each actors share in relation to the questions that my problem formulation contains.Selection of theory Motivation conjecture Motivation Theory is a very broad theoretical area. The models key the area very differently from simple to concrete and detailed. Overall shared motivation theory for the following two areas abut Theories core TheoriesProcess theories are based on the differences that applies to the employees behavior. The theory let outs elements to be intercommunicate in order to get employees to acquire a certain behavior.Content theory concentrates on the needs of the employee and that the behavior is the same from person to person. fill fulfillment creates the motivation that causes the employee to perform a particular behavior (Major inherent motivation = better sales performance).I have decided that my issuance motivation must be base d on job characteristics model, which is make by Hackman and Oldham. I do so because it is necessary to take into written report the differences in employee behavior. Otherwise, I would not in practice distinguish betwixt kinds of different particularors that motivate employees to TOPS. So they just had the same external and midland work environment, to be equally motivated in their work.The theory will form the basis for the solution of the projects problem. At the same time it will be my starting point, to account for the motivation of employees through job design. employment characteristics model is to provide a common understanding of my explanation of how to design the job so that employees acquire the particular behavior (Major intrinsic motivation = better sales performance).Hackman and Oldham job characteristics model This thesis will be based on the version of the book Motivation is written by Helle Hein. This issue compared to the textbook is that there are some minor differences in how the moderators are defined.The model is based on some core job characteristics that form the basis for the i muckle job design. Problem definition interrogative mood 1 deals with the exposition of the model in relation to the employees of TOPS. Presentation of the model will be done through in-depth interviews with employees. Based on depth interviews I will make a questionnaire to determine the reckons that contribute to give a high motivation potential score (question 2).Model moderators will also be involved, as there are some providers elements that reach the fact that not all people react similarly to the job design. There are some barriers as a result of the fact that you do not get the best result, although job design is ideal. The moderators will also be explained through depth interviews (question 1).The model also contains the element of the critical psychological states, which will not be included in my project. This has no direct connection to my p roblem contention. I assume that when the optimum job design is achieved, as well as fulfillment of the moderators, so it will have a positive outcome (high motivation = good sales performance).Criticism of Hackman and Oldham In the book, motivation is a few points on which job characteristics model are criticized. I will only foreground the criticism points Helle Hein mentions in her book that influence in my project.The factors which constitute the core job characteristics are difficult to understand and distinguish between, for those who have to deal with any questions. This is one reason why I choose depth interview as my method of data collection. Respondent may economic aid to understand the issues, which helps to strengthen the information collected.The theory does not affect factor of social relations. Therefore, I believe that the model has a major helplessness in this area. The relationship to ones colleagues is very important in a store like TOPS, where there are not many employees. It is important to feel like part of the community when you show up at work. Failure to do so, and you feel that is a bad mood, you will naturally seek new challenges. This will lead to an ideal job design does not work. Hertzberg theory takes high of social relations, and would have been better in this area. This theory, I squint a little in my statement (question 1).In my hypothesis, I touch on the concept of MPS. Helle Hein questioning whether one using a formula and theory can design the best possible job design to an employee. It is one of the concepts used in my project. Therefore, the same criticisms apply here.Hackman and Oldham theory is developed at the beginning of industrialization in the United States until the 1970s when the authors formulated the theory. As it developed it was the starting point for the theory not the retail industry, which means that in some cases, it will not always fit completely with the fact that I daily find myself in.Cultural Th eory Theory scope of the concept of culture has many approaches. Here there are for example Hofstede. This theorist is based on civic culture. He believes that an organizations culture is created on the basis of, for example, the country or region in which it is located in. The theory here is based on a number of fence elements that help to characterize the culture. An example of this could be that the culture of TOPS will compensate the mark of masculinity rather than the feminine. This is because you are very sales and performance oriented.Another theorists is Schein. This theory is built into a funnel model which is separate into 3 spirit levels. The top are artifacts, which is a description of the physical conditions in which an outside person can see with the naked eye. The next layer is the values. This layer describes the employee proved doing to emphasize culture both internally and external. The last layer is called as basic assumptions, the conduct which they unconscio usly without even thinking about it. The basic assumption being made by the leader.A third theory is the Deal and Kennedys cultural model. This theory is based on the market to which the organization finds itself in. The theory describes two dimensions, each with their opposing extremes. These being high risk / low risk or seasonable feedback / slow feedback. Here are TOPS in the dimension which is characterized by low risk and rapid feedback. In trade with each customers risk low if it failed. At the same time you get rapid feedback on sales because you can constantly follow it.Overall, it is appropriate to use the Deal and Kennedy to describe culture as the retail industry is very market specific. This will also be my approach. But to describe the culture internally, I will build on Schein funnel model, because this model is more up rational. At the same time, the shop is starting, and I therefore believe that it is the store manager, who through her actions and attitudes create c ulture. Furthermore, it is also the one who owns the shop and is the pioneer. In a pioneering company, it is usually the owners attitudes and opinions that characterize the bodily culture.