Organization Development and Change Essay Example | Topics and Well Written Essays - 750 words - 4

Organization Development and Change - Essay Example (Cummings, T. & Worley, C., 2008) According to the reading, when the OD consultant and Lincoln’s president prepared the contract they stated their expectations of each other and that no steps were to be taken until the OD consultant had interviewed the two parties. I am unsure if the information was insignificant to the issue or not but after this mention of a meeting with the president, another contract or a supplement to the contract stating the steps, ground rules and resources to be spent on the intervention was never mentioned in the reading again. I think this is important in this case especially because a hospital is a very busy workplace. The two participants in the intervention have jobs that demand most of their time, and the intervention would require their time as well to be effective. If these steps were set in the contract, the participants would not be in a position to say no because they are wasting their work time on something that may appear useless to them given their predisposition towards each other. Also, the president would not be interrupting sessions, asking the participants to attend to their tasks, because the hours the OD consultant would need are in the contract he signed. With regard to the diagnosis stage, I also approve of what the OD practitioner did. Interviews were not confined to the two main participants. Since each person was complaining of the other’s personality mostly than the individual’s skills as a nurse and surgeon, respectively, it helped the OD consultant to also ask the people who were exposed to the participants’ personalities and work attitudes. These additional interviews were able to give him a much clearer picture of how other people viewed each participant and enabled him to identify the problem area(s) and define solutions for these. He was also able to strategize on what was the best plan

Delivering Service Excellence Assignment Example | Topics and Well Written Essays - 4000 words

Delivering Service Excellence - Assignment Example The airlines company is failing to maintain excellence in the services provided in terms of quality and price. The two key aspects of service excellence  which the airlines company requires to give attention to are thus quality and price maintenance. Ryan Airline, the competitors of British Airways is maintaining price and quality leadership for attaining a journey of excellence in the airlines industry. Therefore, to increase the competitiveness, sustain and grow in the business, British airways require elevating the service excellence towards the customers. The paper highlights in details about the shortcomings in the service marketing, recommendations for the same with suitable models and theories to indicate how the airlines company can  improve, and develop a sustainable service strategy.   Service can be described as solutions that are provided to deliver a consistent set of outcomes, performance and deliverables for organization, systems as well as people. Services are intended to satisfy the expectations, motivations and unmet needs of the receivers. The quality of service depends on the effectiveness of the activities of the providers. The performance and experience of a service rest on the way it is produced. A service may be further described as a perishable and intangible component of a business offering or a form of promoting tangible products. The complete methodology to generate awareness, interest, desire and action (AIDA) to ingest services that are offered by the provider is referred to as service marketing (Lin and Hsieh, 2014). Service marketing can be referred to as the subfield of marketing that covers the promotion of goods as well as services. Marketing of goods refers to the promotion of durables and the fast moving consumer good (FMCG). On the other hand, service marketing denotes to the business to business (B2B) and business to consumer (B2C) services (Lin and Hsieh,