Professional Documents
Culture Documents
Lect 20-21 (Internal Relationships)
Lect 20-21 (Internal Relationships)
Gummerson (2002) terms internal relationships as Nano Relationships and external relationships as mega relationships.
Christopher et al. (1991) describes them s Internal Markets covering relationships with employees and also Recruitment Markets covering relationships with potential employees. These markets comprise 2 of their 6 Markets Model.
Morgan and Hunt (1994) and Doyle (1995) use the term Internal Partnerships, comprising relationships between organization and its employees, relationships between functional departments within the organization and relationships between SBUs within the organization.
Organization to employee
Employee to employee
Department to department
Customer focus
Recruitment market
Internal departments or operating units as suppliers and customers of each other. It is based on the idea that each group within the company should treat the recipients of their output as an internal customer and strive to provide high quality outputs for them.
Internal relationships
Airtel Reverse Mentoring, Happy Mondays McDonalds Empowerment
Right from offer kit to onsite transfer to having Yahoo ! Logo painted on bike, internal marketing is there everywhere Freedom to express new ideas
Name: Archana Title: Software Engineer in Test Office: Mountain View, California, USA Hometown: Bangalore, India Education: University of Houston & Rice University, MS in Computer Science
Why did you decide to come to Google? Why do you like working at Google? What is your favorite perk/benefitat two working atand it was great fun working in a Before I joined Google I worked about start-ups Google?
environment Googlepositive energy that keeps me going small work there is an enormous amount of was like working for a startand have a lot of on-sitevoice is heard irrespective oflaundry facilities, dentalin the We growingmy amenities massages, my position at times up Google has the reputation of hiring the smartest people when I amand styling,problem, Ito work withto think twice to approach more services, hair I always wanted facilities, car smart people industry stuck in a daycare never have wash, and morebut someone that I surrounded by component of Googles workforce is a importantly, knowing I am am a valuable very smart people who are always willing to help me great motivator for me.
Incongruence between employee service orientation and perceived orientation of mgt. to service
!
Role ambiguity and conflict
Dissatisfaction Frustration
Desire to Quit
Schneider, 1980
Happy Employees....
= Happy Customers
Operational aspects
- upwards communications - sideways communications - downwards communications
Homework
Case - Cobblers Enjoy their jobs More than Most from page 296 to 297 in Text Book