Management Software Resolves ITSM †free Samples to Students

Question: Discuss about the Management Software Resolves ITSM. Answer: Introduction Organisational culture can be demarcated as the systems of shared assumptions, beliefs, and values of an establishment that governs how people behave or operates. Culture here can be defined as the unique personality of an establishment. In an organisation where people works together, organisational culture is a powerful force that affects the performance and behaviour of the staffs and workers. These shared values of the organisation have a very strong influence on the workers of the company and dictates how they have to dress, act or perform their duties and responsibilities. Every successful organisation progresses and preserves a unique culture that creates guidelines, principles and boundaries for the performance and behaviour of the members of the establishment. According to Needle 2004, organisational culture portrays the shared values, beliefs, principles and guidelines of the organisational members and also is the product of such factors such as history, product, market, tec hnology, strategy, and management styles and also includes the organisations mission and visions. This study will outline the analysis of the culture of Virgin Atlantic. It will outline the theoretical framework in the study of organisational culture for conducting the analysis of Virgin Atlantic. It will present a particular practice of the stated company. In addition to this, the study will also outline the analysis of practice, issue, events while choosing a specific theoretical framework and concept. Virgin Atlantic is the trade name of Virgin Atlantic Airways and Virgin Atlantic International Airways. It is a British Company and is headquartered at Crawley, United Kingdom. The stated company offers commercial airline services. It deals flights to numerous destinations in the United States, Africa, Asia, Mexico and Middle east and globally("Virgin Atlantic Airways Ltd, UK", 2008). It also offers hotel, car flights and holiday booking services. The company was previously known as Ritter Public Limited Company and was altered in May 1984. The stated Airline Company was incorporated in 1981 and had additional offices in many countries such as United States, China, India, UAE and many others. With more than 35 years of service, the company has become the worlds leading airlines serving the worlds major cities. The company has become the people champion by providing better service and low cost to travellers with a status of innovative product growth and quality. The Virgin Atlantic was established as a derivative of Richard Bransons Virgin Group which was known for world of pop and rock music. But after recognising that aviation is a customer oriented industry, he with his infectious enthusiasm started the company. Staffs were hired for it, an aircraft was found, license was adopted and uniforms were designed for the staffs("Virgin Atlantic", 2015). With its never ending customer service and low fares, the company is now able to operate in many international nations. It now serves over 30 destinations from North America to African adventures to Caribbean Islands to Asia. In the current business context, the stated company operates a total of 32 daily flights between North America and UK. Virgin Atlantic Organisational Culture Practices Virgin Atlantic, the aviation industry leader for the busy routes, differentiates strongly on customer experience. The company is aimed in providing end-to-end discriminated service starting from the point of booking via their website. Virgin Atlantic is committed in putting the customers at the heart of every operation it does("Virgin Atlantic", 2015). The stated establishment is optimising on every operations of customer experience by analysing and recognising the all aspects of customer journey. In the year 2014, the management of the company developed a five year business plan to provide a series of objectives attached against a number of areas across the business operations. Its unique customer serving culture has made the company to commit an investment of 1.6 billion towards its customer experience. The investment made by company involves some specific projects that will build the companys abilities to personalise its service, an area the management believes to improve the cus tomer experience. It is very significant for any business irrespective of its business mainly in the current business context to deliver outstanding level of customer facility for increasing the rate of customer retention and to attract new consumers for the business. This is because in aviation industry, the quality and attributes of the customer service playing a noteworthy role in the purchasing decision of the customers("Virgin Atlantic Economy Meal", 2014). The importance of excellent and quality customer service is mandatory for airline sector as today there are many businesses competing in this sector targeting dissimilar customer segments. At the same time, businesses are also increasing its wings to reach every possible customer and increasing the profitability of the company. With its excellent customer service and Richard Bransons idea of putting the customer first has made the company global and now it employs over thousands of staffs. The main motive of the study is to outline the unique customer service practiced by Virgin Atlantic. The stated establishment has a very unique way of handling customer services that enhances the customer satisfaction. The human resource management of Virgin Atlantic hire people who like people("Virgin Atlantic", 2014). The company shared the value of treating people with respect, kindness and competency. The employees of the company works with a view that every problem of its customers are their own problem. The employees apologize, emphasize and response by helping each person trying to get on a specific flight to making it safely in his or her assigned seat. The employees of the company never lost sight regarding what is right for the customers. Virgin Atlantic pulls employees from every part of the airport, including its sister airline to get the flight off the ground. The company embrace improvisation and teamwork towards delivering an excellent customer service. The customer se rvice team of Virgin Atlantic deliver quality customer service with good humour, friendship and with true desire to help. Justification of Theoretical Framework Scheins organizational culture model is being selected in this study for the purpose of analysing Virgin Atlantic organizational culture. Schein theoretical framework examines the organizational culture with distinct processes. This theoretical model is introduced by Edgar Schein and according to him organization does not assume a culture in only one day or in short time period rather, it is created in due course of time because the employees carry on with different variations, acclimatize to the exterior atmosphere and resolve issues. They also conduct their pat experiences and then start working on it daily, so creates the culture of the working place. The new workers even endeavor hard to adjust to the current culture and enjoy a tension free life. In other words organizational development and knowledge variation cannot be known without concerning culture as the main source of challenges to change. Schein defined the model into three different stages of organizational culture such as artefacts, espoused values and basic assumptions. Artefacts mainly portray the cultural behaviours shown by the workers in the company that are quite visible. Artefacts are basically defined as the visible symbols of the companys culture. They are visible, can also be heard, felt and seen. This stage even blots the surface of the company. They can be visible as architectures, approaches, corporate dresses, logos and also by structure in the firm(Tschohl, 2009). They are visible by workers and also visible by external bodies. Another stage is Espoused values, this stage shows the moral values which are implemented by the workers that represents the characteristic of companys culture. These are considered as the public statements regarding what organizational values are about. Various companies connect what their primer values are, the espoused values through which the company adopt its business. Thi s considers rules, standard and values of conduct. The values and morals of the workers play a significant role in the company in order to decide the organizational culture. The thinking process and perception of workers has profound effect on the culture of the firm. Basic assumption portrays the rudiments values of the company that is not visible(Tschohl, 2009). These are the fundamental values under which the culture is based. This assumption are also hard top demonstrate, also intangible and only understood by people who have become familiar to the path on which company operates. The company follows particular practices that are not described but understood on their own, those rules or assumptions form the last stage of the organizational culture. An assumption value is a belief which is taken for granted as a matter of subject and it is never confronted. This assumption in the company is helpful because when the basic assumptions are being understood then inaccessible artefacts and values become logical and consistent. Scheins model of organizational culture has been selected for analysing virgin Atlantic as this model can analyse the organizational culture in depth. This model is totally accentuated on deep values of the company. This model is quite sensible for having discussions with many workers for discovering the aspects and background of the organizational culture(Balmforth, 2009). The management of the company should be conscious about that changes in culture of the company are transformation process and also the behaviour should be unknown first before current behaviours can be known in its place. When any differences arises in the company this model will help the cultures intervention should take place in the firm. New corporate style, logos and also customers orientation training will not be adequate with this model. And also it will make significant in the company that results should be measured and also good performances should be appreciated and awarded. Explanation of Scheins Culture Model Theoretical Framework Scheins organizational culture model represented into three different stages of organizational culture such as Artefacts, Espoused values and Basic assumptions in figure 1, basically a theoretical framework that is mainly used by various scholars for the purpose analysing the companys organizational culture because it is helpful in giving a deep analysis of the organizational culture in the firm(Sadq, 2016). This theoretical model is introduced by Edgar Schein and according to him organization does not assume a culture in only one day or in short time period rather, it is created in due course of time because the employees carry on with different variations, acclimatize to the exterior atmosphere and resolve issues. They also conduct their pat experiences and then start working on it daily, so creates the culture of the working place. The new workers even endeavour hard to adjust to the current culture and enjoy a tension free life. In other words organizational development and knowl edge variation cannot be known without concerning culture as the main source of challenges to change(Tschohl, 2009). Edgar Schein also describes culture as rudiments assumption that can be implemented by employees and also considers their ideas, nature, perception and the way of functioning. According to Edgar Schein, culture is a secreted part whereby employees in the company perform their principles and values without concerning about anything. This model is totally accentuated on deep values of the company. This model is quite sensible for having discussions with many workers for discovering the aspects and background of the organizational culture. The management of the company should be conscious about that changes in culture of the company are transformation process and also the behaviour should be unknown first before current behaviours can be known in its place(Finkle, 2011). This model of organizational culture primarily aims at analysing what culture is and also how it impa cts over on the company. It also explains how to understand and learned it for acting on it along with cultural variations and changes. This model is succeeding to give appropriate material and reflecting lights to anyone of the confusing organizational dimensions. Analysis of Virgin Atlantic Customer Service Practices The organisational culture practice of serving customers with quality will be analysed by using Scheins organisational culture model. A total agenda or approach of Virgin Atlantic practice of putting its customer in every possible aspect will be examined in deep with Scheins organisational culture model. Artefacts of Scheins organisational culture model portray the way of Virgin Atlantic practices the customer service culture through its employees. Virgin Atlantic emphasis on customer satisfaction and have a practice of putting the customer first outlines the unique customer service of the company. The first evidence is the behaviour of Virgin Atlantic employees regarding putting the customers first in every possible aspect(Cameron, 2010). The practice of keeping customers first ensures that customers are properly taken care of and does not feel ignored while getting the services from the company. Putting the customers first practice by the company is done to give respect to the customers. According to Richard Branson, customers today have a very increased sense of urgency. It is now important to respond quickly to the customers complaint and is also important to respond properly. It is important for the employees to hear the complaints of the customers at the first place and have to pay attention to solve those issues. At Virgin Atlantic, customer service starts at the top and continues till every demand of the customer gets meet. Richard Branson has clearly outlined his employees to express passion towards commitment in serving the customers. Another thing on which Virgin Atlantic emphasis is towards its employees recruitment("Building an airline through brand values: A Virgin Atlantic case study", 2017). The company considers its employees as it greatest assets. According to Richard Branson, the structures and facilities Virgin Atlantic offers such as mood lightening, leather seats, newer planes, and seatback entertaining systems are all part of the customers ticket buying package and is very different from any other aviation company. All the facilities of the company entice its customers to give the company product and service a try. The quality of interaction employees of the company gives to the customers encourages them to return to the stated company. Values and Beliefs of Virgin Atlantic Values and beliefs in Scheins organisational culture model are linked to the vision, mission, values, principled codes and philosophies of an organisation. Virgin Atlantic has successfully utilised its values in developing the perception of a corporate behaviour, in proposing a unique amalgamation of service elements and attributes, which differentiates the company apart from all other aviation company in competition(Balmforth, 2009). It had developed a service brand that outlines both individualistic attributes and quality of service. The values of Virgin Atlantic are something that keeps its people, its products and its partners on a path to change the business for good. These are the elements that make the stated company so special and deliver quality assistance to each and every customer(Balmforth, 2009). With its great customer service, it has become the preferred carrier for many frequent flyers due to its overall deliberation of passenger needs, whether in-flight or airlines a irport amenities. All the operations done by the employees of Virgin Atlantic are in favour of customers and every employee is directly related to firm customers. Basic Assumption referred to the practices done by the employees of the company in every aspect of the companys business operations. The basic assumption of Virgin Atlantic is regarding putting the customers first in every possible situation. It is inspired by the strategy of Richard Branson and embraced by companys management(Andrup, 2010). Putting customers first is the main reason of Virgin Atlantic success. With this strategy, Virgin Atlantic employees focus on customers and it is on their daily routine. Interacting with the customers and maintaining good relation with them is the main feature of customer service strategy of Virgin Atlantic. Conclusion It has been found in the study that in the current business context, customers today have a very increased sense of urgency. It is now important to respond quickly to the customers complaint and is also important to respond properly. It is important for the employees to hear the complaints of the customers at the first place and have to pay attention to solve those issues. The study revealed that Virgin Atlantic has successfully utilised its values in developing the perception of a corporate personality, in proposing a unique grouping of service fundamentals and characteristics, which differentiates the company apart from all other aviation company in competition. It had established a service brand that outlines both distinctive attributes and superiority of service. References Andrup, N. (2010). Colorful aircraft. Atglen, PA: Schiffer Military History. Balmforth, J. (2009).Virgin Atlantic. Hersham: Midland. Building an airline through brand values: A Virgin Atlantic case study. (2017). Retrieved from https://dgstand.files.wordpress.com/2013/12/building-an-airline-through-brand-values.pdf Cameron,, M. (2010). HP Business Service Management software resolves ITSM problems at Virgin Atlantic. Retrieved from https://static.ziftsolutions.com/files/8a7c9fef2a35b18d012a384a889325cf.pdf Finkle, T. (2011). Richard Branson and Virgin, Inc.Journal Of The International Academy For Case Studies. Retrieved from https://www.questia.com/read/1G1-265104176/richard-branson-and-virgin-inc Sadq, Z. (2016). Virgin Group Success Businesses: Diversification, and Key Strengths.Account And Financial Management Journal,1(2), 78-83. https://dx.doi.org/10.1234.67/afmj.1007 Tschohl, J. (2009). Good Values Makes Good Business Sense. Retrieved from https://www.customer-service.com/file_redirect.jsp?siteObjectID=10911449fname=Good-Value-Makes-Good-Business-Sense.pdf Virgin Atlantic. (2014).Virgin Atlantic Annual Report. Retrieved from https://www.virginatlantic.com/content/dam/vaa/documents/footer/mediacentre/VAL_FY14_Annual_Report.pdf Virgin Atlantic. (2015).Virgin Atlantic Annual Report. Retrieved from https://www.virginatlantic.com/content/dam/vaa/documents/footer/mediacentre/VAL_FY15_Annual_Report.pdf Virgin Atlantic Airways Ltd, UK. (2008). Retrieved from https://www.designmanagementexcellence.com/wp-content/uploads/2013/05/Virgin-Atlantic.pdf Virgin Atlantic Economy Meal. (2014). Retrieved from https://www.effectivedesign.org.uk/sites/default/files/6.4.1%20Virgin%20Atlantic%20Airways.pdf