Table of contents

 Intrinsic and Extrinsic Motivation:

 Types of Personality:
 Team structure and its types
 Conflict creating factors
 Power and politics
 Organizational design
 Leadership structure
 Culture in ALFATAH
 Change in ALFATAH policies
 Suggestions

Profile
Name: Al-Fatah Restaurant
Registered Office: Old Fcc Road, Block E1, Gulberg III, Adjacent
to Shapes، Gulberg III, Lahore, Punjab 54000
Major Functions: Buying Selling, Storing,
Project Components:
Types of Personality:
1. First of all, we met with Mr. Sallahudin, who is the general manager of Al-Fatah
restaurant. We felt that he is very energetic and hardworking employee of Al-Fatah
because he was willing to do his task at the night time. He properly manages the
activities of his subordinate employees. We think that the Mr. Sallahudin creates the
positive change in the environment of their organization. A hard working employee is
like a ladder of success of the organization. Mr. Sallahudin always shows initiate
takes action for the betterment of the organization. According to our perception he
falls into the category of proactive personality.
2. From above information, we met Madam Shazia (head of the department). She is
managing the planning of trading activities such as purchasing etc. she is very active
and her biggest mission is to get more achieve in ales time. She cannot cope with
leisure time. She always instructs her subordinates to work more in less time. She is
impatient and she is optimistic about the future results. Sometimes she becomes
aggressive if her tasks don’t achieve in time. Her passion shows her sincerity for the
success of the organization. According to our perception, Mam Shazia falls into the
category of Type A of emotional adjustment traits.
3. For obtaining the information about the employees we met with Mr. Haroon Hashmi
(HR Manager). He is engaged in hiring the employees, encouraging the employees,
income of the employees their bonuses or increment. He knows how to encourage the
employees. So they can efficiently perform the tasks or goals. He has the ability to
adjust his behavior to meet external or situational factors. Actually, HR Manager is
the busiest person of the organization because he has to check on the employees. He
has authority to fire an employee. Mr. Haroon tends to become a leader of the
organization. According to our perception he falls into the category of self-
monitoring.
4. Then we met with Mr. Arslan Mahmood who is the assistant general manager in Al-
Fatah. Many employees are working subordinate to him. But he has the trick to put
his entire responsibility on to others or his subordinates. He often remains busy
making conversations with other non-serious employees. Actually, he is victim of
 self-praise. He cannot face his failure. He also thinks that he is true. Actually, he
needs excessive admiration. He takes very less interest in his job. According to our
perception Mr. Arslan Mehmood falls into the category of Narcissm of personality
personal conception traits.
5. Then we met with Mr. Umer Butt who is the administration officer. He is the
hardworking employee of Al-Fatah. Mr. Umar Butt fulfill his tasks at the overtime
and the responsible employee never becomes the cause of losses for the organization.
Mr. Umer always shows the positive performance regarding to his job. He actually
manages his work and also his personal life. According to our perception, Mr. Umer
Butt falls into the category of Locus of control of personal conception traits.

Intrinsic and Extrinsic Motivation:

Intrinsic Motivation:
Q.1 How do you satisfy your employees?
Ans. They satisfy their employees by managing the problems efficiently, by making
teams so that the burden of work may be reduced, and by communicate if there is any
problem arises.

Q.2 How do you appreciate your employees?

Ans. They appreciate their employees by praising their work, by giving financial
incentives or by giving them a bonuses and reward for his work.

Q.3 Are your employees consider your challenging goals?

Ans. Yes, our employees show very efficiency in their work. They are very
responsible by taking their task. Employees usually meet their challenging goals by
their hard work.

Q.4 Is your organization treat the employees with care &

consideration?
Ans. They care for their employee’s if they become sick or ill. They give the facility
of free medical facility to their deserving employees. That’s why their employees
show sincerity relating to their work.

Extrinsic Motivation:
Q.1 Which model do you use for extrinsic motivation?
Ans. They use JCM 2 in their organization because the task significance & skills
variety are available in their organization.

Q.2 Which ways do you use for improving extrinsic training

motivation?
 Ans. 1. Creating Awareness.
2. Enthausim is infections.
3. Give them time.
4. Active coaching
5. Gamify your program.
6. Good example.
7. Work with positive consequences.
8. Mandatory with negative consequence.

Q.3 Do you pay monthly extra reward to your employee for encouraging
the good performance?
Ans. They pay extra reward to their employees if the employees meet the specific goal of
selling the commodities.

Team Structure and Its Types:

The organizational structure of Al-Fatah is functional because they direct their employees,
they manage the activities of the employees and they allocate the responsibilities tot the
employees. They always take quick decisions and the fact is that if the company wants to
make success then it has to avoid the delayed decisions. It’s a retail store that’s why their
main function is buying & selling and to hiring the employees for this purpose. They
efficiently perform their function the organization is expanding day by day.

Types:
Actually, there are four types of teams:
1. Project teams
2. Self-managed teams.
3. Virtual teams.
4. Operational teams.
Two types of team are used in Al-Fatah:

Project Teams:
In Al-Fatah employee collectively work through shared goals. Therefore, the structure of
the work is specific measurable. They assign clear roles, responsibilities, and deadlines.
They always here the experience workers for high level management where as they select
in experience workers. At the initial day of their employment they make permanent teams
and the manager is responsibilities for every matter in a specific branch.

Self-managed teams:
In Al- Fatah employees work together and they have a wide array of objectives and their
main aim is to reach a common goal. According to this team, there is no manager who
 forces them but it is up to them how efficiently or effectively they meet their goals.
According to this 7type employees feel more useful or comfortable by taking their job.
Therefore, in this way employees feel more challenging or productive.

Discrimination Issues Leading to Conflict

Discrimination can be a source of heated conflict, potentially ending in legal trouble for a company or its

owners. Discriminatory conflicts can arise from personal prejudices on the part of employees or

perceptions of mistreatment of employees.

Al fatah is also not completely safe from discrimination so we asked how do they resolve this conflict.

Example a minority employee in the team setting felt that he was consistently assigned the most menial

work tasks in the group. This employee began to harbor resentment against team members and managers,

eventually lashing out and creating problems through decreased productivity or outright verbal conflict.

Solution

To resolve this issue, the manager sat down with the whole team and discussed the way in which job tasks

are assigned, making changes as necessary to ensure that tasks are divided equitably. And to by strictly

prohibiting any sort of discrimination against any employee.

Conflicts with Customers

A common conflict experienced by salespeople is a dissatisfied customer who feels personally defrauded

by an individual salesperson

For Example, when a customer is not satisfied with his order or if there is something wrong with the said

order, the customer angrily confront the salesperson and demand a refund.

Solution

To avoid further upsetting the customer the best first step to solve this conflict is to involve a manager who

has the right to offer refunds, discounts or other conciliatory gestures to the customer in a situation where

employees are empowered to make these kinds of decisions.

Conflict Between Managers and Subordinates

Personality clashes between managers and subordinates can cause a range of interpersonal conflicts to

arise. Example Employees felt bullied or pushed by authoritarian managers, their performance declined t
Solution

To handle these personality mismatches, first try to garner an understanding between the manager and the

subordinate so that each understands the others' perspective in the situation. Never treat conflict
management situations as disciplinary hearings, as if managers are inherently right and employees are

inherently wrong; this is a reliable way to lose good employees. If the two cannot come to an

understanding, place the employee under the supervision of another manager if possible.

Power and politics

Al Fatah is a centralized organization as the top-level management looks
after every task and every decision is made by them they make every rule.i.e.
even application for loan is submitted to the top management
Standard of control of al Fatah

Stock Control

Stock control measures are used to monitor inventory. These measures include taking
inventory of stock as it is delivered and again within the store to ensure proper amounts are
maintained and reduce loss. Using sales data is a control measure that provides information
about product movement and trends for a given time period.

Theft

Control measures to reduce stolen merchandise take various forms. Plainclothes detectives
patrol sales floors within al fatah. Hidden or visible cameras are used to monitor areas of
the store which sales associates cannot monitor on a consistent basis. Electronic tags are
attached to clothing or videos that can trigger an alarm if the item passes through a
detection device before the tag is removed or deactivated. Locked cases are used to bar
access to expensive or high-risk items, such as cigarettes, tools, perfumes or electronics.
Cables or hanger locks requiring the aid of a sales associate to remove the item from the
shelf are used with clothing, electronics, weapons or small-carded items.

Health

Various control measures are used by retail al fatah dealing with food products. These
controls involve proper handling of food items to ensure product quality and safety.
Inspections of al Fatah by health inspectors or management personnel are a control measure
to ensure compliance. Other health control measures include guidelines and training on
proper use of equipment and protocols for emergency situations.

Employees

Al Fatah use various control measures for employees. These include time management
controls, such as time cards and work schedules. Training programs are a method used to
control how employees interact with customers. Work lists or charts control completion of
specified tasks within a time frame.

Maintenance.
 In addressing maintenance needs, managers must consider maintaining different types of
resources. Al Fatah effectively addresses this decision area of operations management
through training programs to maintain human resources, dedicated personnel for facility
maintenance, and dedicated personnel for equipment maintenance. The company’s human
resource management provides training programs to ensure that employees are effective and
efficient.

WHAT IS ORGANIZATIONAL DESIGN?

Organizational design is a step-by-step methodology which identifies dysfunctional aspects
of work flow, procedures, structures and systems, realigns them to fit current business
realities/goals and then develops plans to implement the new changes. The process focuses on
improving both the technical and people side of the business.
For most companies, the design process leads to a more effective organization design,
significantly improved results (profitability, customer service, internal operations), and
employees who are empowered and committed to the business. The hallmark of the design
process is a comprehensive and holistic approach to organizational improvement that touches
all aspects of organizational life, so you can achieve:
 Excellent customer service
 Increased profitability
 Reduced operating costs
 Improved efficiency and cycle time
 A culture of committed and engaged employees
 A clear strategy for managing and growing your business
By design we’re talking about the integration of people with core business processes,
technology and systems. Al-Fatah restaurant organization ensures that the form of the
organization matches its purpose or strategy, meets the challenges posed by business realities
and significantly increases the likelihood that the collective efforts of people will be
successful.
Al-Fatah grows the challenges in the external environment become more complex, businesses
processes, structures and systems that once worked become barriers to efficiency, customer
service, employee morale and financial profitability. Organizations that don’t periodically
renew themselves suffer from such symptoms as:
 Inefficient workflow with breakdowns and non value-added steps
 Redundancies in effort (“we don’t have time to do things right, but do have time to do
them over”)
 Fragmented work with little regard for good of the whole (Production ships bad parts
to meet their quotas)
 Lack of knowledge and focus on the customer
 Silo mentality and turf battles
 Lack of ownership (“It’s not my job”)
 Cover up and blame rather than identifying and solving problems
 Delays in decision-making
 People don’t have information or authority to solve problems when and where they
occur
 Management, rather than the front line, is responsible for solving problems when
things go wrong
 It takes a long time to get something done
 Systems are ill-defined or reinforce wrong behaviors
 Mistrust between workers and management
METHODOLOGY
Although adaptable to the size, complexity and needs of any organization, the design process
consists of the following steps.
Charter the design process
As senior leaders, you come together to discuss current business results, organizational
health, environmental demands, etc. and the need to embark on such a process. You establish
a charter for the design process that includes a “case for change,” desired outcomes, scope,
allocation of resources, time deadlines, participation, communications strategy, and other
parameters that will guide the project.
Assess the current state of the business
You don’t want to begin making changes until you have a good understanding of the current
organization. Using our transformational model, we facilitate a comprehensive assessment of
your organization to understand how it functions, its strengths and weaknesses, and alignment
to your core ideology and business strategy. The assessment process is astounding in the
clarity it brings an organization’s leaders and members, not only regarding how the
organization currently works but how the various parts are interrelated, its overall state of
health and, most importantly, what needs to be done to make improvements.
Design the new organization
The senior team (and/or others who have been invited to participate in the process), look to
the future and develop a complete set of design recommendations for the “ideal future.” At a
high level, the steps in this process include the following:
 Defining your basic organizing principle. (Will you organize primarily around
functions, processes, customer-types, technologies, geographies, etc.?)
 Streamlining core business processes—those that result in revenue and/or deliverables
to customers.
 Documenting and standardizing procedures.
 Organizing people around core processes. Identifying headcount necessary to do core
work.
 Defining tasks, functions, and skills. What are the performance metrics for each
function/team? How are they evaluated and held accountable?
 Determining facility, layout and equipment needs of various teams and departments
throughout the organization.
 Identifying support resources (finance, sales, HR, etc.), mission, staffing, etc. and
where should these should be located.
 Defining the management structure that provides strategic, coordinating and
operational support.
 Improving coordinating and development systems (hiring, training, compensation,
information-sharing, goal-setting, etc.).
At some point the design process morphs into transition planning as critical implementation
dates are set and specific, concrete action plans created to implement the new design. And a
key part of this step includes communicating progress to other members of the organization.
A communications plan is developed that educates people in what is happening. Education
brings awareness, and everyone’s inclusion brings the beginning of commitment.
Implement the design
Now the task is to make the design live. People are organized into natural work groups which
receive training in the new design, team skills and start-up team building. New work roles are
learned and new relationships within and without the unit are established. Equipment and
facilities are rearranged. Reward systems, performance systems, information sharing,
decision-making and management systems are changed and adjusted. Some of this can be
accomplished quickly. Some may require more detail and be implemented over a longer
period of time.

Example:
A few years back we worked with a company within the aluminum industry. The company
recognized they were becoming bureaucratic and unresponsive to their customers needs.
Following a period of assessment of the strengths and weaknesses of the existing
organization, they went through a process of organizational redesign in which they organized
their front office functions to become more collaborative and customer focused. The
diagrams below illustrate, at a high level, this change.
Pre-design Workflow

Post-design Workflow

The first chart illustrates the tendency of most people within organizations to think in terms
of silos and organize people according to the similarity of their functions.
The second chart illustrates how the company redefined structural boundaries to become
much more cross-functional on the front end of their business. They combined people from a
number from a number of departments into teams that took full responsibility for managing
customer orders. The company was able to improve their total billings of a major product line
by 50% and increase their margins by 25%.
Of course, this chart greatly simplifies all of the design decisions which included
improvements in workflow and system support, and the role of leaders and other support
functions in the new organization. But this gives you an idea of the kinds of integration and
improved collaboration that can result from organizational design.

Leadership Structure in an organization:

Their leadership team responds to the goals and strategies of the company. The structure
of their company depends on the actual needs. In Al-Fatah, the leadership structure starts
at the top with the general managers and HR managers, who set the goals & directions of
the company. HR managers and general managers reports directly to the owners and
manager the operations of the company, marketing, legal and administrative departments.
This leadership structure places greater decision-making authority on the regional
manager level so problems experienced within a particular region can be dealt with
quickly, without having to involve top management. Inn their leadership structure,
instructions flow down through management levels to the employees. In their
organization, employee feedback is an important part of changes, a flat organizational
structure, working directly with employee project teams, provides two-way
communication on between employees and top management regarding positive or
negative effects of a change decisions.
Without any doubt, their leaders do effective communication therefore, all employees
have a clear decision of what they are trying to accomplish. By developing the ability to
clearly describe the goals, they relate it to their team, in this way everyone’s efforts unite.
They clearly express their vision and then make themselves accessible to discuss anything
going on in their organization. In their organization, their team is led and surrounded by
happy and positive people. Positivity can take many forms in the workplace. Their
leadership structure based upon practicality & realism. All the employees are genuinely
interested to their work and show collaboration.

Organizational Culture:
Organizational Culture is a solid way to differentiate businesses in the market place.
Organizational culture is maintained in the businesses to differentiate themselves as
smart, cool & interesting places to work. In Al-Fatah employees give value to the
customers, their complains and sort out the problems of customers relating to the
commodities. All employees work hard for the benefit of the organization. Therefore, the
organization is making huge profits day by day. Whereas its important to make your
customers aware of their importance your business. Black dress pants and a grey shirt
with a tie establishes a formal traditionalism.
Al-Fatah departmental stores is the prime environment to engage the customer through
the senses create a desired experience ranging from a calm, serene environment to a
vibrant and energetic scene. But sometimes employees cheat with each other due to
jealousy and create a conflict but the general manager tries to resolve the conflicts
immediately. Their culture is crucial for attracting top talent and keeping the customers
coming back to their stores. Actually, culture influences behavior and whether it is
something leader can change.

Organization Symbol:

Organization Sign:
Differentiation Points with Others:
Every organization is different from other organizations and Al-Fatah has also some
differences as compare to other retail stores. Many imported products are easily available
at Al-Fatah whereas, in other stores, imported or unique products are not easily available.
The specialty of Al-Fatah is that it is the longest chain of departmental stores in Pakistan.
Whereas Al-Fatah is offering from grocery crockery, garments to jewelry, toys to kids
wear, kitchen wear to ornaments, electronic gadgets to fitness equipment, even their
valuable customers find each and every product of the best quality under one roof. It is
the trust worthy shopping destination for more than seven decades now. Al-Fatah does
not keep the substandard goods whereas in other retail stores, we may buy the artificial
products which can be very harmful for skin or health. All the employees show helpful
attitude towards their customers. Their top-level management is experienced, efficient &
hardworking therefore the management is so good in their organization.

Change in company policies and plans and its reaction:

Changing in companies’ policies within and established business required consideration
and planning. A well-organized change strategy will reduce potential stress and ensure a
smooth transition into the new ways. When Al-Fatah make changes in its policies it
clearly declares its employees & manager’s so they can implement immediately. They
established reasonable expectations with measurable goals. But firstly, the changes are
informed to managers so that they can be prepared to answer any questions concerns from
general employees. Manager explain the changes as improvements and provide details as
to why the changes need to occur.
Managers ensures whether the employees are aware, accepting and committed to the
change. They review changes periodically with employees t ensures that the changes have
been implemented.
Changes should be made in the organization because trough this the employees would be
addicted to follow their rules and regulations. They evaluate their employees whether
they are following the policies or not. Policies need to make sense of your company size
and the way you are structured. They mostly make the policies that does not conflict with
employment laws or with the regulatory requirement.

Reaction of changes in policies plan and procedures:

When Al-Fatah changes its some policies & procedures some employees accept the
changes but some create conflicts among employees, but by conflicting they are losing
their benefits. But sometimes, employees have to implement on the change policies &
procedures. In fact, with the advancements in society, organization should adopt the new
measures for the betterment of the organization. Sometimes for changing the policies the
organization has to bear expenses but through this, the employees become disciplined and
organized.
Changing policies improve operations or create a safer or better environment for
employees, employee’s initial reaction is softening resistance. But sometime the
employees are convinced of the need for policy and practical change, organizational
performance may be adversely affected. Performance while employees are trained in new
practices or equipment and may further be affected while the employees become familiar
with the new procedures or systems. When the change to employee policies is viewed as
disciplinary or reactionary the result is often disgranted employees are resistance to
change even if these changes create a better environment.

What it should have been improved in their structure:

Suggestions:
Al-Fatah can improve their retail store or their performance if they adopt following
measures:

 Create your own holiday:

They only celebrate some national holidays like Independence Day. But the
people love to celebrate they this day with excitement. They should consider the
fun things that their store does or sells the customers who shop with them and then
make a holiday around it.

 Advertise More:
They should increase marketing efforts during slower sales periods because there
is more competition. They should advertise their new or imported products so
people purchase from them.
 Examine your pricing strategy:
Their pricing strategy should be competitive their mostly products are expensive
or costly as compared to other retail stores. Their product price should be
competitive but still profitable. Ultimately the right price is the price the customer
is willing to pay for the product.
 Connect with the customers:
Excellent customer service is the key to increasing sales. They should understand
their customer needs & wants. They should let the customer know is appreciate
their business.
 Create on event:
They should create events because people love to see events and through this the
sale increase. The event may be created by giving 20 or 30% discounts on baby
products e.g. baby shampoo, baby soap etc.
Summary

Since 1941, ALFATAH is providing an assortment of products to its esteemed

customer based. ALFATAH family has been successful in revitalizing its
relationship with every upcoming generation of their customers. In near future, the
prospects of ALFATAH are quite bright as they plan to expand their chain not
only in Lahore but also to the other part of the country
They trade with the best quality products therefore they are taking success. They
understand the problems of their customer. Their managers are doing the best for
the development of the organizations.
ALFATAH departmental store is the prime environmental to engage the
customers the customers through the senses to create a desired experience ranging
for a calm environment to a vibrant and energetic scene. Their culture is crucial
for attracting top talent and keeping the customers coming back to their stores.
ALFATAH is the largest chain stores in the Pakistan. It is the trustworthy
shopping destination for more than seven decades now
Innovative method are used to promote a customer friendly environment and high
quality products, coupled with exceptional customer service and visual
representation. Their aim is to deliver the best