Effectiveness of the Anonymous Airlines Call Centre
This essay discusses the various schools of management thought that could improve the efficiency or effectiveness of the Anonymous Airlines Call Centre.
# 118110 | 1,423 words | 6 sources | APA | 2005 |
Published on Jan 06, 2010 in Business (Companies) , Business (Administration) , Business (Management) , Sociology (General)
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In this article, the writer first explains that the Anonymous Airlines Call Centre is the department of Anonymous Airlines responsible for taking calls for international and domestic flight booking as well as helping customers who may have problems booking a flight on the airline's website. The writer maintains that there are some areas where efficiency or effectiveness could be improved. The writer discusses that the bureaucratic as well as administrative schools of management thought both contain ideas that could improve efficiency or effectiveness. Other ideas of improving efficiency are the application of the administrative principles of discipline and order that could reduce the time and money spent on rule-violators who waste the company's time and money and could improve the organisation's resources. The writer concludes that the Anonymous Airlines Call Centre could improve both efficiency and effectiveness by applying the ideas from bureaucracy and the administrative theory of management.
From the Paper:"A hypothetical example of the unfair application of rules at the Anonymous Airlines Call Centre would be if they were to allow Americans to bend rules because they are more demanding. This favouritism towards Americans, or anyone else, by bending the rules for the mere reasons of demand and pressure is ineffective in displaying a fair reputation. In order to effectively uphold a fair reputation Call Centre staff should treat all customers equally. They should not give in to pressure from customers who demand more than the rules permit them to have. Applying the rules equally to everyone could improve effectiveness because it would show that Anonymous Airlines takes justice seriously."
Sample of Sources Used:
- Fayol, H. (1949). General and Industrial Management, trans. Constance Storrs, London: Pitman and Sons.
- Inkson, K., & Kolb, D. (1995). Management: A Anonymous Country Perspective. Auckland: Longman Paul.
- Pell, A.R. (1999). The Complete Idiot's Guide to Managing People. (2nd edition). New York: Alpha Books.
- Pickett, K. H. (2001). Internal Control: A Manager's Journey, Toronto: John Wiley & Sons, Inc. pp. 355.
- Samson, D., Daft, R. (2003). Management. (Pacific Rim Edition). Victoria: Thomson Learning Australia, pp. 53.
Cite this Analytical Essay:
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