The need of employee empowerment to improve the customer service Essay

Abstraction

Today, assorted organisations are endeavouring to thrive the civilization of being a client centric organisation. Bing a client centric organisation requires switching from the traditional control oriented direction to the modern participative direction. There is assorted dimensions of modern direction including participative direction, prosecuting employees at workplace, intrapreneurism, squad oriented direction, direction by aim and employee authorization. This survey chiefly focuses on employee authorization. It is apparent from assorted surveies that today in Pakistan and in other states ; organisations are preferring employee authorization to better the productiveness of employees, efficiency and profitableness of organisation but with lower operational costs. However, in Pakistan the populace sector lacks this. A descriptive survey is planned to analyze the demand of employee authorization in a public sector organisation of Pakistan to better the client service of SSGC. Sample of 25 and 10 employee and clients severally is drawn from a public sector organisation of Pakistan ; Sui Southern Gas Company Limited, where the traditional direction attack is followed and employees are non empowered. Datas that is being used is dwelling of primary and secondary beginning. Primary information is collected through questionnaire and structured interview whereas secondary informations is collected through articles, company ‘s one-year studies and cyberspace.

It is found from the survey of informations that the pattern of employee authorization is non promoted in SSGC and the employees are non motivated to carry through their responsibilities. Resulting, the client service is hapless and the clients are non satisfied with the service of SSGC as they have to wait for long period for the issue to be resolved because of drawn-out processs being followed in treating the questions of clients in SSGC. In contrast, in literature reappraisal it is found that sceptered employees are more inclined towards the productiveness as they feel themselves wholly associated with the organisation and are to the full concerned about the net income and loss of the organisation.

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1. Introduction

This research will give a elaborate thought that how the state-owned organisations in Pakistan can go the competent organisations ; A ; can better its efficiency through switching from their traditional direction manners to the modern attack and to what widen the service of these organisations would acquire influenced by employee authorization. The purpose of this survey is to find whether SSGC fosters the civilization of employee authorization and to what widen it will assist in bettering the quality of client service and satisfaction degree of clients.

This survey is an attempt to happen out how the employee authorization could be successfully used to better client service in the populace sector organisation. For this concern Sui Southern Gas Company Limited ( SSGC ) has been chosen to heighten the apprehension of this research ; what is traditionally followed by the direction of the organisation to function its clients, is there truly necessitate to further the civilization of authorization and what would be its impact on the service.

1.1. The Development

SSGC has taken an enterprise to alter its civilization to be a customer-centric civilization in order to better the service of the organisation. The determination to transport out the survey on this topic was made to happen out more about SSGC and see how true SSGC is, in doing a public sector organisation a customer-centric and what can be the other factors or dimensions of direction manners are used other than availing the latest engineering for bettering the client service.

1.2. Authorization

In assorted organisations attitude towards authorization and work has changed, the employees now a twenty-four hours are more prone to freedom from the direction ‘s control and determinations doing. The employees today are less willing to accept traditional manner of direction which promotes the full control of upper direction in strategic determinations of the organisations. Thus the organisations are switching organize their traditional HR attacks which involves centralized-control to the modern HR attacks advancing the importance of occupied employees at the workplace, participative direction and teamwork for increasing efficiency and profitableness ensuing in higher market portion. Employee empowered is considered to be the indispensable component of the modern direction in footings of the quality of client service.

In sight of the nature of service, employee and the organisation, authorization has become the most of import inquiry to be resolved for assorted organisations taking to better the client service and being the client centric company. The clients and the employees both are the of import participants in presenting the quality service. In this epoch where the companies are confronting speed uping alterations in the concern environment and intense competition, the rapid response to the alterations and fleetly doing the most of import strategic determinations have become the indispensable elements in order to last in the long-run. The one manner to make is through authorising employees apparent from the old surveies. Empowerment enables the employees to imply common accommodations balanced with the standardisation in the organisation.

It is apparent from the different surveies on the employee authorization that in past most of the companies were more prone towards the employee authorization as the mean to better motive degree of employees, productiveness and efficiency of the organisations.

The client service employees are the of import participants in presenting the quality service and driving the client satisfaction as the client contact employees are the one which normally represent both the organisation and the service at the point they contact to the clients. It has besides been observed that many organisations are concentrating on authorising client contact employees at lower degree because these employees are more close to the clients and they understand the client needs rapidly.

By holding the authorization with the client contact employees it helps in raising the service degree of employees to the uttermost and besides it induces the employees ‘ satisfaction which is necessary for quality service and higher degree of client satisfaction. The employees are more likely to be satisfied with their occupations when they are given authorization to pull off the questions by themselves ; without often asking with their supervisors.

The sceptered employees are more likely to react quickly to the clients ‘ demands and jobs. They provide the service in clip as promised to the clients. The client service is considered to be the beginning of client satisfaction.

1.3. SUI SOUTHERN GAS COMPANY LIMITED ( SSGC )

The Sui Southern Gas Company ( SSGC ) is the lone natural gas provider of Pakistan. Not merely because of its being the merely provider it has the monopoly place in the market but besides it ‘s the lone purchaser of natural gas in market. Therefore, it is besides classified as monpsony. It was initiated in 1954 and 1989 it went into amalgamation with Sui Gas Transmission Company Limited, Karachi Gas Company Limited and Indus Gas Company Limited. ( Wikipedia, 2006 )

Sui Southern Gas Company is one the taking company in the public sector of Pakistan. It is to the full owned by the Government of Pakistan. Its 70 % portions are owned by the Government of Pakistan. ( Wikipedia, 2006 ) . SSGC has besides its concern in the fabrication of gas meter with the joint venture of Schlumberger Industries, France. ( Wikipedia, 2006 ) .

Some citizen-centric schemes are needed to be following to present the quality services to the citizens of Pakistan. Customer focal point and profitableness should be the chief purpose of public sector organisations like assorted private companies.

Many state-owned organisations like other companies are restraining the challenges to give high quality service with low cost. The assorted public sector entities of Pakistan are seeking to take enterprises to better their public presentation and increase their efficiency in footings of service quality.

By maintaining this in position Sui Southern Gas Company needs to take an enterprise to implement and further the civilization concentrating on altering itself from a traditional authorities monopoly in a market to the organisation that fleetly grab the new chances for invention and efficiency that will enable it to hold citizen-centric organisation.

Competent schemes and concern theoretical accounts are need to set into pattern by Sui Southern Gas Company ( SSGC ) ensuing in a resourceful organisation and supplying cost-efficient client service to its 1000000s of clients.

Although the chief aim of Sui Southern Gas Company is to supply the public-service corporation services to the citizens of Balochistan and Sindh but despite of it, SSGC is besides responsible of supplying competent occupation chances for the populace, developing for the employees that will smooth their accomplishments, efficient working environment and productiveness. It has to non merely run as authorities subsidized but besides to be a profitable organisation supplying cost-efficient service to the clients at industrial degree, commercial degree and family consumers.

Like many other organisations in the universe SSGC is confronting the same obstructions and challenges sing globalisation, speed uping alterations in the concern environment, being an efficient organisation by take downing its cost of concern procedures. SSGC is fighting to get the better of the possible jobs that arise within the organisations.

Culture that fosters the customer-centric attack in the concern processes.

Productivity and efficiency is to be enhanced.

The betterment in the client service.

The political and nonionized influence must be minimized by following a policy of meritocracy.

Reduce operation cost.

The client service at SSGC needs to be improved ; it lacks efficiency and productiveness due to improper system. The client services activities at SSGC is constituted of Customer Relations, Gross saless and Billing.

1.4. Statement OF the problem

To analyze the demand of employee authorization to better the client service at Sui Southern Gas Company.

1.5. Significance Of the study

This survey is targeted at the direction of organisations within the public sector entities of Pakistan, and industries bring forthing extremely intangible-dominant services, it suggests that the employee authorization when implemented would make a good service quality and can hike the employee satisfaction as well of clients ‘ satisfaction. This survey is problem-oriented at micro-level and this survey can besides be an unprompted instrument as mention stuff for the general populace and pupils who have an involvement in the survey.

1.6. LIMITATIONS

By taking into consideration the restraints of clip and resources, the range of survey has delimited to one populace sector organisation so the job country can be to the full analyzed.

The execution and demand of empowerment patterns is merely limited to SSGC ; no other public sector organisation in the same industry has been compared.

The other restriction was biasness as the mark audience was sing us external hearers hired by the organisation to cognize the interior feelings of employees. Some were taking our activity as it might ensue in their favour or publicity.

The customer-contact employees were besides vey confused in specifying their strength of satisfaction or dissatisfaction. They were besides unable to understand the facts that the inquiries are linked and the reply of one depending on other as good which gives wholly different position.

A portion from that, the direction was non really co-operative at one or two topographic points as they think that it is wastage of clip and workers should concentrate on their work instead than giving replies to inquiries. The director was really loath to reply and to be portion of it.

1.7. Definition OF TERMS

1.7.1. Customer Service:

The service provided by the company for back uping its nucleus merchandises or services.

1.7.2. Flat Organization:

An organisation with few degrees of hierarchy of between the top direction and lower direction is said to be a level organisation. The level organisation construction enables organisations to authorise employees by doing them a larger portion of the decision-making procedure.

1.7.3. Monopsony:

An organisation is termed as monopsony when it is alone purchaser in the market and it has the power to pull strings the market monetary value for what it is purchasing.

1.7.4. Customer-centric Organization:

When the companies fosters the civilization which chiefly focuses on the clients involvement and develop the concern schemes by maintaining in position the clients ‘ satisfaction is termed as client centric organisation.

2. RESEARCH METHOD AND PROCEDURE

2.1. Introduction

In this portion of the research the phases of this survey will be illustrated every bit good the design of the research will besides be illustrated. It besides includes the description of the respondents of this survey ; the instruments used will besides be justified.

2.2. RESEARCH DESIGN

The whole research procedure is divided into four chief phases:

Initial planning and the proposal,

Collection of secondary informations,

Collection of primary informations and

Writing up of the study.

Data will include both Quantitative and Qualitative Data. This is a descriptive survey.

2.3. Respondent OF THE STUDY

Respondents are the major beginning of informations aggregation that will stand for the elements of the population. The respondents of this survey are:

The director from HR section.

Customer-Contact Employees

Customers of SSGC.

As per restraint of clip and other resources, the sample size will be of 30-35 respondents, the random sampling technique is used to choose the sample for the survey.

2.4. RESEARCH INSTRUMENT

The research instrument will be a study method which is constituted of:

Interview

Questionnaires

The qualitative informations will be collected from questioning the directors from HR section ; the interview would be face to face and it will be a structured interview. The intent of this interview is to happen out presently what managerial patterns are being followed at SSGC and what is their perspective sing the employee authorization.

The quantitative informations will be obtained from questionnaires ; the questionnaires would incorporate the close-ended inquiries, the questionnaires will be handed out to about 20-25 clients within a twenty-four hours at same topographic point and besides to the 10 customer-contact employees at different client service centres of SSGC in order to acquire their sentiment about to what extend are the employees satisfied with their occupation and to what widen the authorization is needed at SSGC and how much the clients are satisfied with the service.

2.5. Beginning OF DATA

The primary informations will be collected chiefly from the undermentioned beginnings.

Questionnaires

Interviews

The secondary informations will be gathered from the undermentioned beginnings.

Local Newspaper

Literature Survey

Internet

Company ‘s Annual Reports

2.6. Treatment OF DATA

Since it is a descriptive research, the information gathered will be analyzed and interpreted both in qualitative and quantitative footings. The quantitative will be presented in the signifier of graphs, charts, figures, and tabular arraies and the qualitative will be in the signifier of reasoning statement.

Concluding decision will be derived from the result of quantitative every bit good as qualitative analysis.

3. LITERATURE REVIEW

3.1. Introduction

In this chapter, a set of literature is developed which is extracted from assorted surveies & A ; articles. All the articles are availed through the cyberspace. The literature will assist us to understand the construct of authorization from assorted dimensions and its impact on the organisations. The literature besides helped in developing the theories for this survey.

3.2. Foreign LITERATURE

Article 1: Employee Empowerment Key to Efficient Customer Service

By: Don.K.Potochny

The importance of employee authorization in today ‘s scenario ; in which the companies are confronting intense competition in footings of merchandises, services, switching of clients and employees to their rivals and client service, is exhibited by the writer in this article.

Writer has emphasized that provide the service which leads to clients ‘ satisfaction by making or reacting harmonizing to the clients wants and needs. This is the chief purpose of employee authorization. In some instances the direction is afraid of authorising employees they have the fright that it might ensue in the loss of their place and lower direction would take over the company. But the writer believes that authorization enables the organisation to react to demands of clients in a speedy mode and it would ensue in the net income of the organisation.

Further, the ways to successfully implement the authorization in the organisation is besides highlighted in this article. The first measure is to affect the employees in strategic determination devising, liberty should be given to employees, squad work should be promoted and the flow of information should be in effectual manner. In most of the organisation the direction chorus themselves by sharing the information ; sing the current concern procedures, its fiscal place, with the employees. Therefore in these organisations the employees are non motivated and they do non understand the alterations happening in the concern environment & A ; its impact on the organisation, they are non familiar with the current cost-benefit state of affairs of the organisation.

The other most of import component of authorization is the system of 360 feedback. The pattern of 360 feedback must be promoted in the organisations particularly if it ‘s a service organisation. The feedback from clients, employees and top direction helps in understanding the questions of clients and employees. The employees are more interested in doing the determinations which are in the favour of clients as they truly understands the clients ‘ jobs because the direction based on the feedback from employees and clients empowers the employees. Along with giving the liberty to the employees the direction should besides take attention of the regulations and processs sing the authorization so that the employees must cognize their bound that how far they can travel in doing the determinations to decide client questions.

Article 2: Employee Empowerment and Involvement

By: Duke Okes and Russell.T.Westcotts, 2009

In this article different dimension of authorization is exhibited. Empowerment consequences in the productiveness and efficiency for the organisation. Some people relate the authorization to give authorization to the employees of make the right determinations & A ; some relate it to the occupation expansion and occupation enrichment therefore empowerment means different to different people based on the civilization, construction and nature of the organisation.

In order to implement the empowerment necessary preparation to the employees is required, the employees must hold the entree to the information for that purpose organisations must bring on needful support systems for the distribution of cognition, answerability and restructuring of the organisation. The authorization required to change by reversal the pyramid of the organisation construction & A ; flattening the construction. The barriers to communicating would be reduced and in this construction the clients ‘ demands and wants are held at the first precedence while the direction is kept at the underside in contrast with the traditional construction of the organisations. Before, furthering the sceptered environment the regulations and policies must be set to specify the bounds, boundaries and functions so that the employee know that how far they can travel in deciding the clients ‘ issues by themselves.

Article 3: Employee Empowerment A Key to Intrinsic Motivation

By: Vijit Chaturvedi, 2008

The ways to authorise employees through HR patterns is described in this article. Many people see the authorization as deputing the power to person but it ‘s non the right perceptual experience. It is the uninterrupted procedure of taking actions, commanding and doing determinations without taking the bonds from the top direction.

Participative direction and employee engagement comes under the empowerment attack. Empowerment is defined as the procedure of giving client contact employees the cognition, power, wages and information.

The direction should promote the employees to give the feedback and suggestions, there should be the squad oriented civilization, a proper acknowledgment ; A ; wages system and proper communicating channels should be at that place to authorise employees. It leads to the employee satisfaction which boosts the motive degree of employee.

The authorization besides encourages the invention a civilization of intrapreneurism, it increases the employees ‘ motive degree. The employees are better able to react to their clients ‘ issues as they are allowed to take stairss by themselves without waiting for the blessings from the top direction.

3.3. Gap TO BE BRIDGED

This survey is an attempt to determine extends to which employee authorization is practiced and needed in SSGC and it would assist in bettering the client service of SSGC. From the research on old surveies and literature it is determined that in carry oning the surveies on employee authorization and bettering client service the populace sector has non been remained under survey. Hence, no survey on specific organisation sing the impact and demand of employee authorization has been established locally or internationally.

This survey is an enterprise to better the public presentation of public sector of Pakistan by switching them from traditional direction manner to the modern 1. In the survey the perceptual experience of consumers and the perceptual experience of the direction sing the employee authorization and client service is non merely gathered but their perceptual experience has besides been shown in the systematic manner to analyze the assorted dimensions of HR patterns and civilization.

The labour brotherhood factor is ignored in this survey merely to contract down the range of the survey despite of cognizing that the populace sector runs with the support of labour brotherhood. No old surveies have been found in order to bridge the spread among the labour brotherhood, authorization and client service for the populace sector organisation. This survey will seek to convey the authorization in the SSGC by conveying alterations merely in the civilization, organisational construction and in the human resources patterns of the organisation.

3.4. Further AREAS OF STUDY

The farther survey can be done in the same sphere. It could be the comprehensive comparing of HR patterns among the other public sector organisations of Pakistan in the same country or industry ; including SNGPL, KESC, and WAPDA and whether the same survey can be applied at SNGPL for bettering the client service ; A ; public presentation of the organisation. The survey can besides be done by comparing the populace sector with the private sector of Pakistan including MNCs.

This survey is limited to one component of direction which is employee authorization hence more ways can be unfastened to analyze for bettering the efficiency of an organisation. The countries can be through originating the proper Customer Relationship Management, Internal Marketing ; A ; Intrapreneurism in the public sector of Pakistan.

4. DATA PRESENTATION AND ANALYSIS

4.1. Introduction

In this chapter the empirical information is exhibited. The information is collected from appraising the employees ; A ; clients of SSGC by passing them a structured questionnaire and the consequences are besides shown in this chapter. This information has helped in pull offing the necessary information required to carry through the purpose of the research.

4.2. Datas COLLECTED FROM CUSTOMER-CONTACT EMPLOYEES

1. Are you satisfied with your occupation?

Yes

No

Slightly

6

2

12

Analysis

In the above inquiry the degree of occupation satisfaction and committedness among the employees is measured. 12 client contact employees are satisfied and committed to certain degree. Some seem to be satisfied while making their several occupations. 2 of the surveyed employees responded that they are satisfied with the work they do.

2. How much freedom is provided to you to take your ain manner of making occupation?

Nothing

Less

Medium

High

Very High

2

9

8

1

0

Analysis

This inquiry is posed by maintaining in position the literature reappraisal which says that freedom in work can hold the positive impact in the productiveness of employees and besides in the motive degree. In SSGC the freedom in work is seemed to be less and they have to work harmonizing to what is dictated to the by their supervisors. Disempowerment lies in SSGC.

3. Make you acquire acknowledgment for your good work?

Yes

No

2

18

Analysis

Reward and acknowledgment system is non effectual in SSGC as obvious from the inquiry. 80 % of the employees are non recognized for their first-class work. And merely few said they are rewarded but maintain in head these two were in the high rank than staying 1s.

4. How do you rate the client service of SSGC? ( 5 being the best )

1

2

3

4

5

0

3

5

9

3

Analysis

Most of the employees believe that Customer service is good as it is processed harmonizing to the demands of clients and 25 % employees rated as the best and few 1s believe that Customer service should be improved.

5. Is the senior direction easy accessible to you as an employee?

Yes

No

Slightly

5

5

10

Analysis

The communicating system is non effectual in SSGC evident from the above information analysis. 10 employees responded that can non straight reach with the top direction and are non involved in the determination devising procedure. 5 respondents answered that the affair between them and the top direction is mean.

6. Are you given authorization to do determinations by ain sing clients ‘ issues?

Yes

No

2

18

Analysis

The above inquiry was posed to find the grade of liberty given to client contact employees. It is analyzed that most of the employees have no liberty to do determinations.

7. Make you desire to do determinations in carry throughing client demands?

Yes

No

12

8

Analysis

Most of the employees believe that they can do determinations rapidly and implement it without confer withing with top direction as 12 out of 20 employees have chosen Yes and 8 have chosen No. Now there inquiry arises that there is no much difference between Yes and No response. It is proved from the literature reappraisal non all employees can be empowered. Merely those employees can be empowered who are willing to take duty and are willing to be held accountable. The direction should supply purchase to utilize their abilities to those employees who believe in their abilities.

8. Make you believe you can break manage the issues by yourself instead than traveling up?

Yes

No

12

8

Analysis

From the above informations it is found that most of the employees believe that they can break manage the client issues as 60 % have chosen yes & A ; 40 % rated no. It shows that the employees must be given opportunity to manage the issues by themselves as they believe that they have the ability to better managing the state of affairs.

9. How much satisfied are you with the flow of information within the organisation?

Nothing

Low

Medium

High

Very High

0

5

12

3

0

Analysis

The above inquiry was posed to analyse the communicating channel system in SSGC. The employees largely there are non satisfied with the flow of information as 75 % rated it as medium in footings of strength. 20 % of the respondents rated it as low and merely few of them rated it as high. From the above collected informations it is cleared that barriers to communicating prevarications there which is blockading the constitution of affair within the organisation. Everyone can non achieve the needed information about the client questions.

10. How do you manage the client issues?

An unfastened ended inquiry was incorporated in the questionnaire to hold the comprehensive apprehension of the process that how the clients ‘ questions and clients ‘ demands are handled in SSGC. Through content survey it is been observed that the employees are to the full depending on the top direction in deciding issue despite of ability to decide it by themselves. The client comes over there with the issue the client contact employee inquire them to subject the application and so the application is proceeded through the assorted degrees of the direction which takes the clip of 1 to 2 hebdomads. When it is attained by the concerned individual it is reviewed by him and so it is dispatched back once more with the solution to the several client contact employee and it takes 2 to 3 hebdomads more in implementing the solution.

4.3. Datas COLLECTED FROM CUSTOMERS

1. How would you rate the client service of SSGC?

Manageable

Good

Excellent

8

2

0

Analysis

The perceptual experience of clients about the client service of SSGC is tried to happen from the above posed inquiry. Mostly clients rated the client service as norm and merely few 1s rated it as good which shows that there is baleful demand to better the client service of SSGC.

2. Be the employees of SSGC friendly and concerted?

Sometimes

Never

Always

6

4

0

Analysis

Most of the client contact employees of SSGC are non friendly and concerted evident from the above findings. 60 % said the employees are friendly sometimes. 40 % of the targeted clients said the employees are ne’er found to be concerted and friendly. It shows that the employees are non motivated to execute their occupations.

3. Are you satisfied with the client service of SSGC?

Yes

No

Slightly

1

4

5

Analysis

The CRM is non good in SSGC which can be apparent from the above information ; 50 % of the surveyed clients are non to the full satisfied with the client service provided by the SSGC, 40 % are unsated ; A ; merely 10 % are satisfied with the client service. Bing a citizen-centric organisation the client service must be improved.

4. Make you happen the employees understanding when you tell them your issue?

Yes

No

Sometimes

1

3

6

Analysis

The above inquiry was aimed to happen whether the employees have knowledge about the latest concern procedures and the alterations happening in the organisation. They are non able to work out the issues of the clients without acquiring the blessing or confer withing with top direction. The uninterrupted preparation is required to the client contact employees as most of the surveyed clients rated Sometimes and No.

5. Does SSGC work out your job on clip as it promised?

Always

Sometimes

Never

1

5

4

Analysis

It is found from the above collected informations SSGC most of the clip fails in entertaining the clients decently and largely they remain unsuccessful in supplying the solutions to the jobs of the clients in clip. 50 % of the surveyed clients rated Sometimes and 40 % of the surveyed clients rated Never in reacting to the above inquiry.

5. Summary OF FINDINGS, CONCLUSION ; A ; RECOMMENDATIONS

5.1. Introduction

Decision and recommendations are presented in this chapter to asseverate the fulfilment of the intent of this research. The findings are based on the information extracted through the interview with the HR Manager of SSGC, its client contact employees and clients. On the footing of the findings decision and recommendations are made.

5.2. Summary OF FINDINGS

The findings are extracted and are exhibited by maintaining in head the literature reappraisal.

This portion starts with the high spots on the direction of the SSGC which exhibits what is traditionally followed in the organisation refering to the direction manner. The answerability lacks in the organisation as there is no rigorous answerability procedure for those who are remanded for the insufficiency ; A ; inefficiency and no 1 is held apt to carry through its responsibility.

At SSGC there is unaggressive work force direction and most of the employees do non cognize the occupation description and the assigned responsibilities. And no efforts are made that will authorise the employees so it will increase the motive degree of employees.

The organisation construction is really of import if the organisation is service based, as the flow of information within the organisation and outside the organisation is the built-in portion of its concern operation. Its tall and complex organisational construction normally hinders the flow of information and the lower direction has no proper communicating channel with top direction of SSGC. The flow of information is non smooth whether it ‘s horizontal or perpendicular.

The stiff civilization consequences in trouble for the employees to rectify the clients ‘ jobs. Additionally, it is hard for the organisation to entree seasonably and accurate informations because of improper database system. There is no proper needed support system as the HR director stated during the interview that employees do non hold entree to the informations about the clients ‘ information.

Bing a tall structured organisation there is higher figure of hierarchal degrees and bureaucratism which hinder the free flow of information within the organisation. These grounds have lead the SSGC to the non client centric organisation as the employees lack the information sing current nature of service, company ‘s aims and its ends.

The deficiency of integrating among the sections and maps, bureaucratic civilization, barriers to communicating with the top direction sing the issues faced by the clients and disconnected nature of its weak substructure has resulted in hapless client service in the signifier of late response to the clients. The above mentioned grounds have resulted in hapless client service in footings of subscribing up new clients and reacting to the client questions in clip.

SSGC besides lacks in supplying the proficient support to the several individuals in clip because of the drawn-out process of acquiring blessings by the top direction. Therefore, as the client base of SSGC is increasing, its challenges related to concern procedures are besides increasing with same gait.

The authorization besides depends on the attack the company is following in footings of its different maps ; in which the HR patterns are really of import. In SSGC deficiency of meritocracy lies at that place as being a province owned company.

The best among the employees are picked up by the foremans and they are given extra responsibilities to execute. This drifts the employees from their original responsibilities which create uneven occupation distribution with consequence that some of the employees are over utilised and the remaining is underutilized. By holding no proper occupation descriptions the employees are non satisfied, they can non be empowered therefore the motive degree is zero ensuing in hapless efficiency.

The employees of SSGC particularly concentrating on client contact employees are non proactive and have non plenty liberty to cover with the ailments by their ain. An employee is unable to decide the client question by its ain. He has to direct the question to the top direction and delay for the orders from the top direction. The top direction does non prosecute the employees to the full at the workplace.

Appraisal system is non proper at that place and there is no system of acknowledging and honoring first-class occupations as stated by the HR Manager. The employees have no sense of duty because the employees do non keep themselves accountable for the result of their work.

5.3. Decision

The purpose of this survey has been achieved through the elaborate procedure of informations aggregation and analyzing the relation. It has been concluded from the findings that employee authorization has become the indispensable tool if an organisation needs to present the efficient service to its clients.

Greater sense of acknowledgment, motive and satisfaction in the occupations is expected by client contact employees of SSGC from their supervisors. In the survey the interrelated mechanism between the employee authorization, service quality ( improved client service ) and client satisfaction has been observed. From the above findings it is drawn that the organisational construction of SSGC is the biggest obstructor for the employee authorization because of the close-end flow of information and besides the nature of human resource patterns in the organisation.

The motive, wages system and needful support systems for the employees have become the compulsory patterns to be pursued in the organisation. Therefore, empowerment influences the perceptual experience of clients about the service ensuing in the satisfaction. The organisational construction and human resource direction patterns are the two chief influential elements for the authorization of employees but in SSGC both deficiencies which consequences hapless efficiency of organisation.

However, it is concluded that SSGC can better its client service by following modern attack of direction instead than traditional controlled attack.

5.4. RECOMMENDATIONS

Following are some recommendations in conformity with the findings and decision:

1. SSGC should develop the acquisition environment for the preparation of employees in order to fit them with the accomplishments and cognition needed to supply the quality service.

2. The employees should be provided liberty in conformity with the organisational policy.

3. Proper wages and acknowledgment system should be introduced.

4. The communicating channels should be enhanced so that there are no barriers to flux of information.

5. The proper wages system should be introduced so that the top direction shows the grasp to employees ‘ devotedness and committedness to the service.