Overview of eServGlobal IT Company
Question:
Discuss about the Extended Conceptualization of Ethical Sensemaking.
The chosen company is eServGlobal, an IT company that provides innovative solutions to the mobile service providers and financial service organizations. In order to extend services over several countries around the world and achieve success in the product design and development, the company has established a strong organizational structure in each of the branches where all the units work together in order to complete the daily operations successfully. The organizational structure follows standard IT unit structure and has several designated job posts that interact with each other in order to complete all the work orders and processes successfully.
IT technical support officer generally monitors or maintains the various kinds of computer systems and networks in an organization. There are certain number of jobs roles associated with it like installation, configuration, diagnosing of hardware and various kinds of software faults in system. The role of IT officer may vary depending on the size of the organization and many other areas of expertise (Clarkson & Gangell, 2017). Various organization round the globe are heavily depending on various computer systems in the various areas of operations and decision making process. It is therefore important for correcting and maintenance of various kinds of IT systems. The job titles may easily vary to other position like application support specialist, help desk operator, maintenance engineer and lastly technician (Pathak, 2015). The work of IT technical support officer is more about understanding the needs of information systems and also played an important role for applying knowledge related to various computer hardware and software. IT technical support officer generally focus on smooth and easy running of various kinds of computer systems and so that one can easily get maximum amount of benefit from it. Individual task can depend on the size of the organization.
- Installation and configuration of various kinds of computer hardware related operating systems and various kinds of application.
- Troubleshoot of system and network related problems, diagnosis and overcoming of hardware and software related faults.
- Providing support which is inclusive of procedural documents and related reports.
- Testing and evaluation of new kinds of technology.
- Conduction of electrical safety checks on various kinds of computer equipment’s.
Due to nature of work one guy associated with this kind of work may be focused to work shifts and also may need extra amount of hours for finishing a job (Coggburn, Battaglio Jr & Bradbury, 2017). Opportunities are for part-time work are generally common in a given or provided working hours in various kinds of large organization but it may be possible for some kinds of smaller organization. Breaks in career are generally considered to be rare so that it can easily keep up to date with ever changing specific software and operating systems.
CRM or Customer Relationship Management is nothing but a system which generally aims in improvisation with existing number of customers. The system has brought new kinds of prospective which can easily break down software in collecting, organization and proper managing of various customer information (Kontogiannis, Leva & Balfe, 2017). There are large number of benefits of using of customer relationship management is that improved customer relations, increasing of revenue of customers, improvisation of upselling and cross selling and better kind of internal communication. It also aims in optimization of marketing. Implementation of a CRM strategy is considered to be both beneficial to small scale and large scale organization. The list of benefits of using of CRM (Customer Relationship Management) has been described above.
Importance of IT Technical Support Officers and their Job Roles
There are a large number of employees from various departments with which it generally interacts. Sam Ash, Tester in the department of IVS (Testing of related projects). Caleb Liebe, DNA that is big data analyst (Cooney, 2018). Jeremey Howe, Manager of Human Resource Department, Rory Bethune, Trainer in the training department of the organization. Darcy Belmore, facility manager in the department of the organization. Archie Dyson, technician from engineering department. Justice McLaren, technician from R&D (Research and Development Department).
There are large number of characteristics of Software test management system like end user flexibility, transparency and task tracker. As per various kinds of QA tester the software test management system will be much easy to use for avoiding training costs. For proper kinds of testing process the testing scenario is considered to be different for various kinds of projects. The quality of assurance tester generally appreciates the aspect of test management system for tracing of various kinds of software (Wieland, Ryding & Vignali, 2015). An effective way for management system is not properly catering the various kinds of needs and also managing of records on executed tests. The traceability generally removes potential kinds of stress between quality assurance and development of firms and improvisation of transparency in various kinds of departments.
The various kinds of programs for employee training department like program management, needs of assessment, proper kinds of alignment, goals and metrics of the assignment, proper leadership for buying of goods, relevancy and marketing and various kinds of communication related to it and lastly enforcement of training (Evans et al., 2016). There are many characteristic of big data analysis for an organization like it can be easily programmatic, it can easily drive the provided data, it can make use of lot of attributes, it can be considered to be iterative for a large number of people. It can be easily considered to be quick when the computer cycle needs leveraging of a cloud based or dependent infrastructure.
There are large number of effectiveness of training programs like starting with a proper kinds of needs of assessment, identification and communication purpose, objectives and large number of outcomes, proper kinds of relevancy, active kind of demonstration, various kinds of opportunities for practices, providing regular kinds of feedback during any kinds of training. It also focuses on post training kind of environment. Training departments in an organization will ultimately focus on bettering of outcomes of employees and various kinds of organizational impact (Selvaraj, 2016). After that training is considered to be an important for employees for providing opportunities and organizational impact. It also focuses of design of training for delivering of methods which can be easily used. From these, it is evident that the different units and entities inside the organizations must be interdependent on one another in order to complete daily work orders of the company.
The interdependency diagram shows in brief regarding the importance of the dependencies in the IT departmental setup in order to complete the operational requirements. The chosen job role i.e. the IT Technical Setup has a number of interdependencies inside the organizational structure with the various working groups in order to complete the duties and roles and successfully. The three main interdependencies are shown in the diagram and are evaluated as follows.
Customer Relationship Management (CRM) and its Benefits
Interdependency with Management – The duty of an IT Technical Support is to monitor the entire computer system and provide suitable feedbacks to the management in case of any changes or modifications needed. In addition, there are daily work orders like working on certain part of the server, new server, particular network and others that are provided to the technical support by the management (team leaders) (MacDougall et al., 2015). The technical support officer needs to perform these duties and provide daily updates and reports to the team leader for further work orders. On the other hand, the daily reports are required by the management for the purpose of monitoring and change management.
Interdependency with CIS (Infrastructure Unit) – This is unit includes database manager, network manager, OS support service and other roles where the employees need to perform their work in designing, developing and maintaining the servers, databases as well as other system infrastructures (Luff et al., 2017). However, they require monitoring and supporting the networks and servers that are performed by the technical support. Hence, their works are interdependent on each other.
Customer Care Team (CRM) – The customer support employees communicate with customers and collect feedbacks and work orders (Eddleston & Mulki, 2017). If the work orders are related to the technical changes and management, they are forwarded to the technical support who then monitors the client’s system, identifies the problems and after these issues are solved, the technical support forwards return feedback to the customer service employees.
In order to increase the efficiency, satisfaction and effectiveness of the interdependencies, the following recommendations are suggested.
Redesign the Organization Structure – Although the current system is working well, it can be further enhanced by redesigning the entire organization structure. Due to the interdependencies with many units, the technical support often receives too much work order to be completed at a time. It can be solved by creating separate technical support teams for different units although they can work together.
Fixed Work Routine – In order to avoid additional work pressure, daily work routines should be set for each job roles. Furthermore, different shift timings can be set for employees so that at the end of a shift of one employee, another can take over and complete the work routine for the day.
More Interactions – Another important requirement to enhance the interdependencies is the communication between the units. With a well developed communication and interaction system, the interdependency process can be enhanced and satisfaction can also be reached by the different units.
References
Clarkson, G., & Gangell, H. (2017). Community ambulance response trolleys (CART): preparing students for the paramedic workplace. Australasian Journal of Paramedicine, 14(1).
Coggburn, J. D., Battaglio Jr, R. P., & Bradbury, M. D. (2017). Employee job satisfaction and organizational performance: The role of conflict management. International Journal of Organization Theory & Behavior, 17(4), 498-530.
Cooney, R., Stewart, N., Ivanka, T., & Haslem, N. (2018). Representational artefacts in social problem solving: A study from occupational rehabilitation. Design Studies.
Eddleston, K. A., & Mulki, J. (2017). Toward understanding remote workers’ management of work–family boundaries: The complexity of workplace embeddedness. Group & Organization Management, 42(3), 346-387.
Evans, A. B., Carter, A., Middleton, G., & Bishop, D. C. (2016). Personal goals, group performance and ‘social’networks: participants’ negotiation of virtual and embodied relationships in the ‘Workplace Challenge’physical activity programme. Qualitative research in sport, exercise and health, 8(3), 301-318.
Jönsson, S., Muhonen, T., Denti, L., & Chen, K. (2015). Social climate and job control as mediators between empowering leadership and learning from a cross-cultural perspective. International Journal of Cross Cultural Management, 15(2), 135-149.
Kontogiannis, T., Leva, M. C., & Balfe, N. (2017). Total safety management: principles, processes and methods. Safety science, 100, 128-142.
Luff, P., Heath, C., Patel, M., Vom Lehn, D., & Highfield, A. (2017). Creating Interdependencies: Managing Incidents in Large Organizational Environments. Human–Computer Interaction, 1-41.
MacDougall, A. E., Bagdasarov, Z., Johnson, J. F., & Mumford, M. D. (2015). Managing workplace ethics: An extended conceptualization of ethical sensemaking and the facilitative role of human resources. In Research in Personnel and Human Resources Management (pp. 121-189). Emerald Group Publishing Limited.
Pathak, A. A. (2015). Zen room enhances the workplace for NobelTek’s women employees: … and helps the company to retain valuable female talent. Human Resource Management International Digest, 23(7), 15-17.
Selvaraj, N. (2016). Collaborative decision making in complex work settings: a process of managing inter dependencies (Doctoral dissertation, Middlesex University).
Wieland, J., Ryding, D., & Vignali, G. (2015). A new framework for managing marketing mix interdependencies in the German Foundry Industry. Journal of Management Cases, 98.
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