Problems and Solutions

Post-Test 3

Ashley Hernandez

Behavior, Ethics, and Leadership I

Dr. Christopher Gomez

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 There can be many problems that can arise within an organization. While I have

experienced and witness many issues that can come about in an organization, I will try to notate

and analyze a few of them. In life, there will always be conflict and resolution. If we have a

leader/leadership who is willing to resolve conflict within an organization, then that is someone

you want to stay within your organization. Leadership that has had proper training and has the

proper people skills should be praised and commended in order for their retention to be longer.

One of the main focuses within any company is customer service. In my opinion, we must strive

to keep our stakeholders happy. Stakeholders consist of many two different members. Your

external stakeholders are you customers and suppliers and your internal stakeholders consist of

the employees, managers and directors.

Like Plato, I can agree with his thought process on justice. As stated in the previous

paragraph, I think that customer service is something that is extremely important within an

organization. Customers are important because they can hold the whole company together and

even breaks them apart. Recently, we have had a little bit of a downfall within the company that I

work for. We have not been able to keep our customers happy due to that fact that we were not

able to accommodate to them. Unfortunately, I think that we have been losing customers because

we are growing at such a fast rate that we are unable to keep up with the demand. The company

that I work for is a small business that has been in the RGV for over 15 years. Being the head of

the Human Resource department I have to be hear any of our customer’s complaints. While I

understand what the problem is, I also have to look and analyze the situation in different

perspectives.

Having a steadily growing business is not a problem if you truly look at it. We must

always look at the positive when we have things change and grow, no matter what the situation.

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The most recent complaint/problem has been the fact that we cannot make it to our customer’s

location promptly enough. This is particularly difficult if your bosses are not willing to hire more

people to fill in the void of employees. I have had to convince my bosses that we cannot properly

grow if we are not being able to meet the demands of our customers. I understand the fact that

there is a budget for payroll, but if changes need to be made then we should be able to adjust it as

needed. We need to think about it in the sense that even though our payroll will increase, our

incoming revenue should be able to make up for it. We also need to consider that when adding

more employees there are other expenses that will increase as well. Our employer paid medical

insurance will also increase with the addition on employees. This extra expense is an extra six

hundred dollars per month, per employee. For a small company of 30 employees, that can add

up to eighteen thousand dollars per month, which would amount to two-hundred sixteen

thousand dollars annually. To some that may not appear as a lot of money, but for a small

company that is a lot of added expenses.

Another way a viewing the customer service issue is through the eyes of the customers. I

understand that many other businesses like to have things done as soon as possible. I know that

data security is a top priority many of our customers. We have contracts with many school

districts, District Attorney’s offices, police departments and government entities. With many data

breaches taking place every day, our company plays a key role from a data breach from

happening. Customers now know the importance of some of the services that we provide, so it is

understandable if they are upset at the fact that we are not able to go to their location as often as

they would like. Like previously mentioned, we can solve this problem by hiring more

employees in order to meet the demand. This can be easier said than done, but I think there can

be more solutions to this customer service problem. As said by Bill Gates, “Your most unhappy

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customers are your greatest source of learning.” Another solution to our problem can be to

extend our working hours for the current drivers that we have. This has been something that we

have tried in the past, temporarily, but I think this would help solve our customer service

problem. I know that with this solution, I can already predict some issues that will come along

with it. While we only have four drivers, having them work over-time would only burn them out

quicker. I know that their jobs are not easy and being out in the sun while lifting heavy consoles

is a hassle on its own. So, to have them work longer hours, or weekends is more than likely

going to be another problem on its own. Overtime is another reason why I can understand why

our organization would not want to extend the hours for our drivers. Paying time and a half is

extremely expensive especially when it is for several employees and it would be on a regular

basis.

We must also consider the fact that if our customers aren’t unhappy, we can then possibly

face the fact that word of mouth circulates. In today’s society word of mouth and social media

can be a blessing or devastation for an organization. No organization wants to have negative

feedback from their customers to be on social media for all to see. Perhaps Nietzsche would also

agree that people are either “good or bad.” In a way because he also believes that those who have

power can either, “fall in line,” and listen to those with power. With this said, I would reference

this to our customers. Our customers are a large part of our stakeholders, so they are the ones that

hold “power” over us. Customers hold that power and so we should be able to make them happy

when needed. We cannot pick and choose with each one, it must all be equal.

If Mills thinks that we create our own happiness that I think a business should also be

able to do that as well. In recap, the main problem that an organization can have is being able to

attend to our customers. Since customer service is vital to an organization, we must conform our

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business to best suit the customers. If an organization is not able to keep up with the demands of

a customer, then we must try to figure out what do to as quickly as possible. As previously

stated, we could either hire more people, or keep the same number of drivers but extend the

business hours. Either solution would suffice, but I think the best solution would be to hire more

people. An organization will always have problems, all we can do it try to analyze them and try

to find the best solution possible.

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