AMITY GLOBAL BUSINESS SCHOOL – HYDERABAD

 
MINOR PROJECT – JANUARY 2021
 
First Report
 
 
 
Name of the student            :  Varun Thomas 
 
 
Enrollment number            :  A30606419202
 
 
Program and semester       :  BBA / SEM 4 / 2019-2022
 
 
Contact number                 :  9000999996
 
 
Email-Id                               :thomasvarun4@gmail.com      
                                                                                                        
 
Faculty Guide                     : SURBHI KHIRBAT
 

First report submission date : 03-03-2021

 
Title of the project               : A qualitative study on the causes of stress and      
management mechanisms at Volvo Trucks.
                                                                                                         .                      
 

CHAPTER -1

INTRODUCTION

1.0 INTRODUCTION
The Construction business constitutes an essential component of a nation's
financial improvement. It included extremely convoluted process and broad
linkages to more than hundreds of upstream and downstream ventures. The
administrative level of the development association has their duty to well
oversee and control their subordinates keeping in mind the end goal to
guarantee the proficiency and profitability of the expressed that there is
collecting proof that feelings of anxiety among development experts are on the
expansion from everyday. Hence, the administrative level of the development
association and in addition their subordinates likewise would encounter worry
because of increment of workload and the weight. Subsequently, administration
competency has turned out to be driving in human asset rehearses and is
frequently connected in associations to manage determination evaluation,
advancement, and execution examination Administration competency can be
depicted as an incorporated arrangement of human asset exercises went for
upgrading the advancement and the utilisation of representative capabilities
with a specific end goal to build singular viability, and, along these lines, to
increment authoritative effectiveness mentions that there are two essential
arrangements of stress pointer: sound and undesirable. Cases of solid markers
incorporate rich vitality, simplicity of flexibility, incitement, serenity, control,
clear and reasonable idea, and decisiveness of undesirable pressure pointers
incorporate restlessness, abnormal states of aggression, trouble in considering,
exhaustion, rigidity, and nervousness. Healthy indicators are something that is
attractive; nonetheless, unfortunate pressure indicators will offer ascend to high
pressure level.As the pressure pointers just characterised in an exceptionally
broad sense, in the exploration additionally sorted the manifestations of stress .
Stress at the working environment has turned into an expanding wonder because
of outer factors, for example, innovative progression, changes in the economy
of a nation which may prompt getting to be repetitive et cetera. Stress can be
considered as an unavoidable condition at any rate at some point in time;
anyway it can likewise be limited to the degree that the efficiency and strength
of the representative is kept up which could prompt a gainful association. Stress
is will undoubtedly happen in multinational organisations where activity is
worldwide and workers have distinctive social foundation. Stress and its
relation with the business world is that if not handled well it might lead to
illness and also increase the time offs taken by employees. As a result both, the
organisation and employees will be affected by it. But tension in the business
International Journal of Pure and Applied Mathematics Special Issue world is
also good to some extent and can lead employees to be motivated to work hard
and increase their efficiency.

1.1 Background
According to the research and consulting company META Group, the
worldwide market for Customer Relationship Management (CRM) is expected
to expand by 50% annually, between 2000 and 2004, meaning that the global
CRM market, worth more than US$13bn in 2000, is supposed to increase to
US$67bn in 2004.1 According to Swift (2001, pp. 14), “CRM’s goal is to
increase the opportunity by improving the process to communicate with the
right customer, providing the right offer (product and price), through the right
channel, at the right time”. Although the promise of CRM is captivating, in
practice it can be perilous. For example, according to Gartner Group, some 55%
of all CRM projects do not produce the anticipated results (Rigby et al., 2002).
Therefore, it is advisable to avoid mistakes by devoting time and effort to the
CRM system implementation in order to ensure that it pays its way.
When talking about manufacturer-dealer relationship, it is said that CRM is
facilitating the change towards viewing the end-customer relationship in the
same way. This is because, according to Picarille (2004), manufacturers using
CRM systems are becoming more aware about their end-customers and, at the
same time, dealers are finding a more effective way of handling their customers
and prospects. Closer manufacturer-dealer relationship is seen as essential, since
both parties understand that they have information that could benefit the other if
they could work together and share the same customer (Picarille, 2004).
There is no question about the benefits of this scenario, but the problem is that it
is not easy to reach it. The difficulties are also recognised by academics and
have been a rather “hot topic” in recent CRM articles that emphasise the
prevalence of CRM failure, such as seen in an article by Rigby et al. (2002).
Underestimating the importance of change management has often been
mentioned as one of the major reasons for CRM failure, for instance, as
presented in an article by Kale (2004). This is no news, or at least it should not
be, for companies who have been implementing popular concepts, such as Total
Quality Management and Business Process Reengineering, with well-
established change plans and support from consulting firms, and who, despite of
all this, noticed that the implemented systems were not delivering the promised
benefits.
According to Kale (2004), companies often forget that it is the people within the
organization who make concepts, such as CRM, a success. He continues by
stating that people must be prepared for the technological changes that come
along when a CRM system implementation takes place. He further argues that
new technology will invariably affect the way people work and therefore may
require a behavioural change from the employees in order to be successfully
used. Thus, here comes the tricky part where many companies fail, as a change
involving behavioural change is time consuming and hard to accomplish.
It would perhaps be interesting to observe how companies actually have
managed their change processes during a CRM system implementation project.
Below, we shortly describe the experiences of three companies during such a
process, which will give the reader a chance to reflect on the aforementioned
issues and relate them to the cases. In this thesis Volvo Truck Corporation is
used as a main case and the two other companies (Volvo Car Corporation and
Schenker) as contrast cases,.
Main Case:
Main Case: Volvo Truck Corporation (VTC)
VTC, a business-to-business company, is ranked second in the world in terms of
heavy truck production. The company is part, along with seven other business
areas, of Volvo Group. Its headquarters is located in Gothenburg.2 According to
our interviews at VTC, the CRM system introduction took place in 1998, when
the Commercial Information Database (CIB) project started. During that time,
VTC’s focus was progressing into a more customer-oriented approach. On the
journey towards implementing this project, many pitfalls were encountered. The
technological side caused some of these pitfalls, while other drawbacks were
caused because of the human factor. As a result, CIB was never fully
implemented. CIB ended and was replaced, in 2004, by Customer Management
Project (CMP). Today, the CMP project group is working hard to implement a
flawless system that will succeed in achieving dealer efficiency as a result of
improved customer focused behaviour. VTC’s intention is to first implement
CMP in Europe and Eastern Europe.

1.2 Purpose of the research

We are studying the critical factors, during the change process, when
implementing CRM systems. With this, we try to understand whether the focus
on the soft aspect in a change situation can affect the outcome of CRM system
implementation.
The purpose of this thesis is to identify the obstacles and enablers on a change
process, in order to understand their effect from when a CRM system is
implemented.

1.3 Problem statement and research questions

The problem statement and research questions are presented in this section. As
it has been illustrated above, CRM system implementation is not always a
triumphant story. There are a number of reasons for that, one of which is
mentioned in the literature of change management. We have decided to
concentrate on the change process, that is, when the implementation starts
occurring in practice, and we are keen to discern what issues might lead to the
failure or success of a system implementation project during the change process.
Hence, our problem statement is:
How may different approaches of managing change process affect companies
when implementing a CRM system?
We also wish to answer the following:
1. What has prevented VTC in the past from reaching its goals during the
change process 2.
2. (when implementing a CRM system)?

Avoidance
Behavioural change

2. What are the differences and similarities when change processes have been
implemented at VTC, in comparison with Schenker and VCC?
3. What has VTC learned from its earlier experiences?
With the first three questions, we try to understand, in three steps, the CRM
implementation process. We first try to comprehend why VTC has not been
particularly successful in the past when implementing CRM processes. We then
try to analyse what the main case (Volvo Trucks) and the contrast cases
(Schenker and Volvo Cars) have done in the past and use the research findings
in order to identify the obstacles and enablers. Finally, we would like to see how
VTC has taken into account its past experience in order to avoid repeating the
same mistake.
4. Why was VTC not able to overcome difficulties, as opposed to Schenker and
VCC?
With this question, we attempt to understand the meaning of those differences
and similarities and what effect these have on an implementation project.
5. How can the findings help VTC obtain better results of implementing the
Customer Management Project (CMP)?
For this question, we would like to highlight how VTC can benefit from its
earlier experiences as well as what has been learned from Schenker, VCC and
the theories presented in Chapters 3, 4, 5 and 6. We would also like to
understand whether Volvo Trucks has a chance to better implement the new
system.

CHAPTER 2
 LITERATURE REVIEW

Ashforth, B.E. & Humphrey, R.H. (1995) Emotions In The Workplace: A

Reappraisal. Human Relations - Stress at the working environment has turned

into an expanding wonder because of outer factors , Bryman, A., & Bell, E.

(2011) Business Research Methods, 3th Edition. New York: Oxford University

Press - As the pressure pointers just characterised in an exceptionally broad

sense, in the exploration additionally sorted the manifestations of stress - Bloisi,

W., Cook, C.W., & Hunsaker, P. L. (2007) Management and Organisational

Behaviour - Stress gives both positive and negative reactions to our activities, in

light of the fact that our balanced assessment , Bano, B., & Jha, R.K. (2012)

Organizational Role Stress Among Public and Private Employees - It will

likewise be a decent manual for assist the peruser with following well ordered. ,

Fairbrother, K., & Warn, J. (2003). Workplace dimensions, stress and job

satisfaction. Journal of Managerial Psychology - This should be possible by

modifying the work environment and designating the assignment, Sekaran, U.,

& Bougie, R. (2010), Research Methods for Business, Fifth Edition, Great

Britain - It is likewise eminent that frequently the representatives experience the

ill effects of poor working circumstance , Tennant, C. (2001). Work-related

Stress and Depressive Disorders. Journal of Psychosomatic research , Selys, H.,

(1936), Quoted by Pestonjee, DM(1999), Stress and Coping: the Indian

Experience - At tertiary administration organise, Management ought to have the

capacity to perceive labourers who have issues and think that its difficult to take

care of their issues without anyone else and offer them help . (Dr.Lakshmi T

and Rajeshkumar S2018, )

OBJECTIVES

● To identify the factors causing stress among banking employees

● To measure the stress level among banking employees

● To analyse the effects of such stress among bank employees

EMOTIONS AND STRESS IN MANAGEMENT

In the event that pressure is depicted in the structure of feelings, it is by all

accounts very convoluted and hard to characterise because of the inaccessibility
of an unadulterated and correct definition about feelings. Feelings alludes to a
person's' subjective sentiments and inclinations, it expresses a mind boggling
changes in physical and mental circumstance of person that influences thought
and conduct. In this manner tension, misery, outrage and shame are the
consequence of feeling on pressure. Nervousness is known as one of the most
noticeably bad factors of feelings that causes numerous hopeless issues and
scatters in a man's action. Feeling enters a concentrated energy to human
conduct which prompts a circumstance where one can't settle on better choice or
perform regularly. The researchers and therapists assembled the speculations
of(Trishala A , Lakshmi T and Rajeshkumar S, 2018) feelings into various
classifications: Physiological, neurological and subjective. Physiological
hypothesis of feeling alludes to the flag or reaction of the body. Neurological
proposes the response of the brains in light of feelings. A subjective hypothesis
portrays the parts of thought or the cerebrum capacities in arrangement of
feelings. Stress is characterised as "the body's mental, passionate, and
physiological reactions to any request that is seen as undermining to a man's
prosperity Though worry by Lazarus is characterised as a "Procedure of
evaluating occasions or circumstances as hurtful, debilitating, or testing of
surveying potential reactions and reacting to those occasions. Stress gives both
positive and negative reactions to our activities, in light of the fact that our
balanced assessment and suspicion of the stressors influences contrast by they
way we to respond to the issue that is seen as stressor and how we manage it.
There is helpful and ruinous pressure. Valuable pressure is the sentiment tension
that influences us to perform well in our every day life. Stress could likewise be
simply the main impetus to test and urge ourselves to accomplish something.
Though the damaging pressure presents unfortunate impact of pressure known
as trouble Our primary point of this examination is to comprehend the causes
and administration of worry at Volvo Trucks AB, Um from both the
representative's and also the administration's perspective. We will along these
lines talk about on the base of what stretch is and the distinctive signs of
pressure that would assist us with clearing the path towards finding the causes
and administration of stress. It will likewise be a decent manual for assist the
peruser with following well ordered. Along these lines the following area
examine about the diverse indications of stress. SYMPTOMS OF STRESS
A portion of the side effects of pressure specified in CIPD (2008) states that
focused on individuals tend to expand their liquor and smoking utilisation. It
can likewise be watched that focused on individuals regularly think that its
difficult to have a decent night rest. Progressively, the issues identified with
pressure has changed to a noteworthy wonders for
the two businesses and workers. The indications of stress are clarified in it
speaks to the manifestations of worry from passionate, social and psychological
points of view. The general population's conduct or all the more particularly the
adjustments in representatives' conduct will show the indication of stress. While
the indication of worry to the general population can be sensible in various
courses, in the regions of emotions that lead them to a drawn out intense
medical issues or infections, for example, tension, bothering, exhaustion,
discourteousness and misery. Sentiments, for example, apprehension,
melancholy, outrage and fatigue are looked as the passionate side effects, these
can be seen with individuals who feel pushed and the conduct signs to be
noticeable to representatives who make blunder in execution, issues with rest,
strife with partners and turn out to be less social. The perception signs are that a
focused on individual would think that its hard to have the capacity to be
mindful at his undertaking and thinks that its difficult to remember things and in
addition being inactive and truant from the circumstance. Our body likewise
gives signs when we are focused on, signs, for example, being exhausted,
sweat-soaked more often than not, heart torments, skin rashes and so on are the
physical indications of worry to the body. The deficiency of treatment for these
given issues will prompt further challenges to mental and physical wellbeing
indications, for example, coronary illness, discouragements and tension as
pointed out . Only then can one go to further understand the causes and letter on
the proper management mechanisms of Stress. To have a logical flow of the
theories we now continue with personality types and then types of stressors
before we get to the core theories of this thesis which are causes of stress and
management of stress.