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Assignment 2: Analyzing Organizational Archival Data

Alonzo Marroquin Jr.

 IO6600 A01: Capstone  

Argosy University

Jet MidWest

Jet Midwest (JMW) had been in the process of implementing various organizational goals and objectives meant to streamline processes, not just the human resource department, but the overall organizational performance. In light of this, the workforce is highly differentiated in terms of how different workers fit in their job description. When analyzing this issue, several factors are evident. Some of the key factors that play a significant role in influencing how employees operate at the organization include the age, gender, and the department of operation. In general, the overall job description of an employee has an overall effect on how the said employee operates as well as the productivity levels of said employees. The said factors affect the organization differently in terms of job performance, motivation levels, the levels of expertise and the necessary skills required to carry out the various activities within the organization.

When analyzing the data, there were some things evident from the analysis part. One of them is that the differentiation at the workplace is based on the following factors: Age, Gender, and Job Satisfaction. From the data, women appear to be the most satisfied with their current job. Despite the fact that this from the onset can be argued from the basis of salaries and allowances; the psychological approach to the same is that women have always been content with what they are offered. As stated by Akuzum & Tan (2014), the psychological assumption is made from different studies that have suggested that women are often content in the workplace. However, there is no supporting evidence as to why this is so. From a business perspective, however; the argument is that female workers are often favored in the workplace, which might explain their high rate of job satisfaction.

At Jet MidWest, the factors also have a significant influence on the job satisfaction. From the data, it can be seen that most employees, particularly those between the ages of 20 to 27 years old have a low job satisfaction rating. This is attributed to the fact that young employees are ambitious and want challenging opportunities. This implies that if such employees feel like they are not paid what they deserve, or perhaps their job description is not what they imagined, then the level of job satisfaction among such employees would be much lower. On the other hand, older employees JMW appear to be satisfied with their roles in the organization. Older employees are seen to be less than ambitious and they tend not to mind offering their services to the organization with little or no complaints in relation to individual performance or management style.

There are serious shortfalls on the employees’ technical skills. This problem could be related to the criteria used during recruitment of employees to the organization. The company needs to undertake an employee development program in relation to technical skills in order to address the problem of the shortcomings in the technical department. The reasons why the shortcomings are being experienced in terms of technical skills of the employees may not be entirely the fault of the organization or the inadequacy of the employees. The view of the evolving nature of management and by extension business, it is likely that some of the emerging trends in the industry, which have necessitated the need to acquire new skills of performing various organizational operations (Bhatnagar, & Biswas, 2010). Some of the skills required in this regard include the ability to operate various technological devices that the organizational is likely to acquire in an attempt to streamline corporate operations with the emerging trends in the industry. In addition, the employee will be required to learn how to operate various sophisticated devices, both on site and from the site as JMW incorporates the use of technology in running the organization. Without the required technical skills, the origination is likely to face serious productivity issues that are more or less likely to affect the overall growth strategy of JMW.

The airline industry is one of the most sensitive industries particularly when it comes to customer satisfaction. Various firms in the industry often treat customer service as an integral part of the business. The industry heavily relies on brand loyalty whereby if the customer receives poor services from the airline, he or she is less likely to use the same airline in the future. On the other hand, good services to the customer reflect positively on the business and the customer is more probable to use the same airline for all future travel. On the said basis that there is the need to increase the interpersonal skills of the employees. From the data given, the interpersonal skills of the employees are particularly low in relation to how the workers handle the company’s customers. The problem might be because of using an outdated management technique that has a subtle approach to customers. However, the changing dynamics in the industry dictate theta employees are some of the greatest assets that the organization has. It is, therefore, important for the organization to have a comprehensive customer service plan for easier management of customers.

According to Riggio & Lee (2007) one of the most important skills that might be required in the process is how to handle customer complaints. While the industry is evolving, the customers are evolving too, but in a different manner. Customers believe that there are entitled to good services considering that the said services are not free and were paid for by the said customers. It would be difficult therefore for a JMW employee to explain to the customer why a flight was delayed. The general assumption by the customer would be that the company is inconveniencing him or her in the process. Assuming that JMW has a customer service representative who does not have the required skills to handle such a situation, such a scenario is likely to get out of hand. This degeneration maybe as a result of provocation where some customers even go to the extent of using offensive words. Some of the basic interpersonal skills that employees should undergo through the employee development program include;

Analytical thinking: Such skills are required to assist an employee act rationally regardless of the circumstances. Under such circumstances, employees are required to be calm and polite even when confronted with a rude and offensive customer. Attention to detail: This interpersonal skill influences how employees undertake their duties and job description. In essence, it implies that the employee should avoid errors in relation to customer services; errors that would go a long way in affecting the whole organization if the issue persists. Decisiveness: This is one of the unique skills required under any circumstances. A decisive person can act based on general instincts most of which turn out to be right. An example, when confronted with a situation that requires the intervention of the top-level management of JMW, all employees should be in a position to act on the situation by considering whether the situation warrants the intervention by the management.

From the given data, it is clear that job satisfaction is one of the greatest challenges that the organization is likely to face. This is because; almost all the causation factors in relation to the data have an influence on job satisfaction. Being in a highly competitive industry, JMW will undergo many competitive challenges while trying to achieve its growth strategy. However, the employees at the firm are the driving force towards productivity. It is, therefore, important for the firm to recognize the need to transform the human resource department in line with the proposed changes in employee development. One way of addressing the issue of satisfaction is ensuring fair treatment at the workplace. From the data, it can be seen that female workers are more satisfied with their job than their male counterparts are. However, this could be attributed to several factors. According to Hudson (2012) one of the assumptions in this context is that women are given preferential treatment at the workplace, which would explain why they appear satisfied with their job. In this scenario, job satisfaction among male workers would be significantly lower. In order to ensure that every worker has the same attitude and perception of the job description, equal treatment, and fair remuneration is important to achieve a growth strategy earlier than anticipated.

References

Akuzum, C., & Tan, C. (2014). Social Capital and Job Satisfaction as the Predictor of the Organizational Commitment. International Journal of Social Sciences & Education, 4(3).

Bhatnagar, J., & Biswas, S. (2010). Predictors & Outcomes of Employee Engagement: Implications for the Resource-Based View Perspective. Indian Journal of Industrial Relations, 273-286.

Hudson, C. K. (2012). An Investigation of Negative Appraisals Due to Negative Mood and How They Affect Satisfaction and Job Performance.

Riggio, R. E., & Lee, J. (2007). Emotional and interpersonal competencies and leader development. Human Resource Management Review, 17(4), 418-426.

APPENDIX A

variable	Gender	Ethnicity	Age	Job Satisfaction
1	25	11	0-20	1	2 3								2	3	2	3	2	3
2	25	4	20-30	2
3	25	18	30-40	3
4	18	14	40-50	4
2 3 2 3 2 3 The data has been merged in relation to the differential of one up to four In addition, the age has been classified into subgroups.
This classification eases the repetitive nature of the input date while at the same time exemplifying the frequency of classification under the assumption
y=(1)-(X) function in this case the four factors that is gender, ethnicity, age and job satisfaction.
Job Satisfaction
1 2 3 4
Technical Skills	18	24	14	20
Interpersonal Skills	16	22	18	24