Mismatch between employees and their functions. This mismatch may stem from the moment in which is incorporated the employee to the Organization, either then when is assigned new tasks or a post. It is make sure that the employee is trained for tasks that must comply. Many times deficiency arises because there is sufficient budget to pay a wage according to the required training, then ends up hiring someone sub-capacitado for the post. It can also happen that, for internal reorganization needs, be it promoted prematurely to an employee who is not prepared for the new post. It must work properly in career and plans the training required to implement them. 4. Mismatch between technology and functions.
Here we put accent on resources that employees need to perform the tasks. The typical cause of dissatisfaction of customers when they are told: the system collapsed, and this implies that cannot process the service in any way. Systems and resources that are available, are they sufficient?, are suitable?, are up-to-date?, are properly maintained? 5. Inadequate monitoring and control systems. The reality is that employees will do those things by which to evaluate them and that, ultimately, determine his progress at work. For this reason it is necessary that there is consistency between what is required and how it is evaluated. Calls for employees to work with quality, which well serve clients, but is them is concretely by these factors? are entitled to the achievements in this regard? or you still measuring the number of clients served and the rapidity with which they? 6. Lack of perceived control.
It’s the autonomy with which employees can deal with problematic situations and solve them with appropriately developed own criteria. It empowers employees to deal with these situations? Have clear what decisions are allowed to adopt and which are not? Many times the premise is always consult his superior. This goes against the quality of the service they provide, since it hinders and slows the delivery. Nor is it advisable to give unlimited freedom, since there are situations that require higher level approvals. Out of balance will be presented when the employee is clear what their level of autonomy and is trained to act at that level. 7. Lack of sense of teamwork. Teamwork is often the key that makes that a service be provided with excellence. Not rely on a single employee, but also the coordination and collaboration of the rest of the organization. But this decision must be taken from the managerial levels, and also requires training. We come from a culture of individual work, where everyone is responsible for their results, and evaluates them is by This is. You must learn to work as a team. This change should be encouraged. And here are protagonists middle managers, those who deal daily with the team. If direction promotes the work in team, but middle managers block it, their efforts are in vain. Each of these points could be developed in a chapter apart, so I invite you to delve into the specifics you’ve detected through this general analysis, as your major opportunities for improvement. Mariana Pizzo am a professional passionate about quality in the service, and to assist those who have this challenge within organizations to increase the satisfaction of your customers. I am an Industrial Engineer graduated in the Inst. Tecnologico de Buenos Aires. I have passed my career attracted by the quality concept, deploying it in my different functions. I currently have a website,, which is a center of training and tools to leaders of services.