Communication in Organizations

2

Situational Analysis

Student’s Name

Institutional Affiliation

Course Name and Code

Instructor’s Name

Date of submission

Situational Analysis

The situational analysis focuses on organizational opportunities or threats that affect the organizational progress toward realizing its set goals and objectives. The matrix analysis below is based on Bolman and Deal's design, which utilizes the four-column frames, which have been experimental in situational analyses of organizations (Sutherland et al., 2020). The paper will discuss a situational analysis of Centum Banking Limited, a fictitious company, which has been specializing in money and banking since its inception.

Situational Analysis Matrix

Issues	Structural Frame	Cultural Frame	Political Frame	Human Resource Frame
Number of customers	Centum Banking Limited has a restriction on the number of customers, but they are canceling their contracts with the bank.			There has been a decline in the number of customer banking with Centum Banking Limited.
Ethical consideration	Centum Banking Limited has laid down ethical consideration policies which it ought to observe.	No ethical considerations for customers. They are overcharged on their loans.	The company employees are often discriminative and involved in unfair treatment toward the bank’s customers.
Strategic direction	The organization has documented target goals and objectives.			The employees are less conversant with the correlation of their job description and the organizational direction.
Customer service	No documented service charter which outlines the nature of various services.	Poor service to customers with a long turn around time and abusive language by the bank's employees.		High level of incompetence among the employees when dealing with customers.

Ethical Consideration

Centum Banking Limited is less concerned with the ethical consideration of its customers. There have been reported cases of customers being overcharged on their relief loans, with exorbitant interest rates, which the customers had not subscribed or signed before. As far as ethical considerations are concerned, the new unbecoming trend in the bank's operations has affected the morale of its customers to the point of going ahead and complaining about the organization's official website.

Centum Banking Limited has not had any ethical consideration policies made available to customers when signing with the bank's services. This has led to the adoption of unnecessary, unethical interactions and transactions with its customers. This issue has traumatized customers, especially the victims of overcharge on relief loans during a global pandemic. However, the consequences of the bank’s actions have been widely faced by the bank itself as many customers have resolved to cancel their long-time relationship and loyalty with the bank.

Customer Service

The customer service level in Centum Banking Limited has been below par since the onset of the global pandemic earlier in the year. The service turnaround time in designated branches has been taking long to execute requested services to its customers. Customers have had to queue in long lines as they wait to be served by just two servers in each of the bank's three counter outlets. This practice has not been met with good reviews by the esteemed bank’s customers. Some of the customer-employee interactions have yielded mixed reactions when the customer is not satisfactorily attended to. Still, when they question for better clarification or request to meet a more senior employee of the bank's branch, such as the branch manager, they are automatically turned down by being fed with multiple excuses.

The customers to this bank have been affected by the late replies or failure of a reply when using the bank's communication channels. A customer calls, and the call is put on hold forever, with no one to respond. The call center does not call back the customer to find out the customer's message. Many customers have complained to have sent multiple emails with no reply at all. This has impacted customer relations and trust with the bank. The only minimal help the customers reported to have been getting by the branch s either through the bank's live chat or responding categorically to their social pages on their posts. However, in these posts, they may promise to help or call the customer, in which the bank is less concerned with replying to the customers' plea.

Strategic Direction

The bank's strategic direction has not been identified, depending on how it has been operating lately. The poor customer relations, coupled with no ethical considerations in the way it offers money and banking services, are generally crucial in the economy. The organization seems to be on a downward trend following many negative reviews by its loyal customers. It has faced a challenge from the many customers who have already terminated their contracts with the bank and multiple others who are on the verge of canceling their contracts with the poor bank (Sutherland et al., 2020).

The banking institution is less concerned with such red flags signaling the possibility of the bank's collapse through stiff competition from its competitors who are investing heavily in customer relations, appropriate ethical considerations, and set out objectives and goals. The bank's decision to overcharge its loyal customers on relief loans was ill-mannered, and the bank's executive was incompetent in commissioning such an implementation on people's hard-earned money. These are some of the issues that Centum Banking Limited has been experiencing, particularly with its employees and esteemed loyal customers.

References

Sutherland, K., Freberg, K., Driver, C., & Khattab, U. (2020). Public relations and customer service: Employer perspectives of social media proficiency. Public Relations Review, 46(4), 101954. https://www.sciencedirect.com/science/article/pii/S0363811120300813.