The Impact Of Employee Dynamism On Quality Service Delivery

Problem Statement

Gone are the days when businesses only focus on developing superior quality of products for achieving continues success in the market. With the increasing rate of competition, every organization is looking to initiate innovative strategies to remain competitive in the market (Dabholkar, 2015). As a result, the significance of quality service delivery has increased over the years. Many businesses have achieved massive success by enhancing their quality of service delivery. Now, quality service delivery describes the best possible process that employees use to ensure all the needs and wants of the customers are met at the desired level. For that reason, employees have to remain extremely careful at the time providing services to the customers. Now, employee dynamism refers to different characteristics of the employees such as culture, beliefs, behaviour and personality (Free et al., 2013). For that reason, employee dynamism is extremely critical for achieving continues success in the market. Specifically, the global business environment has induced organizations to deal with customers from different culture and background. For that reason, it has become essential for the businesses to understand customer perspectives from different region effectively (Tax, McCutcheon & Wilkinson, 2013). Therefore, it has increased the significance of maintaining effective employee dynamism for fulfilling all the business objectives comprehensively.

In this study, the focus would be of developing critical problem statement for analyzing the exact amount of impact employee dynamism can have on the quality of delivery service. The report would focus on developing effective conceptual framework for the development of research hypothesis. It would also focus on selecting appropriate research methodology for acquiring required information from the market. It also focuses on specifying the timeline for the successful completion of all the requirements in an appropriate manner. Finally, the study will focus on analyzing the amount of money required for capturing and analyzing all the available information about the research topic effectively.

The dynamism of the business environment is changing in continues manner. As a result, businesses also have to focus on different factors for achieving consistent success in the market. Several literature have focused on assessing the contribution of different market related factors like operational costs, prices and economies of scale in order to identify the kind of impact factors these factors can have on the service delivery process (Nsemo et al., 2013). However, employee dynamism is also another crucial factor that can have major impact on the overall service quality, which has not been evaluated still. It has been assessed that maintaining diversified workforce allows businesses to deal with customers from different cultural and geographical background. Still, majority of the businesses have not focused on assessing the kind of impact differences in employee dynamism can have on the overall quality of the delivery service procedure. It is expected that cultural and educational differences among the employees will create fluctuation on the overall quality of the service procedure (Reddick & Turner, 2012). Hence, organizations will have to focus on segregating the entire market based on the cultural differences of the employees for enhancing the effectiveness of the service quality. However, majority of the businesses have to focus on utilizing this dynamism for maintaining competitive advantage in the market. For that reason, the study will focus on covering all aspect of the employee dynamism for highlighting the significance in keeping the quality of the service delivery at the desire level (Alford & O’Flynn, 2012). It will have to focus on highlighting the amount of impact differences in behaviours, beliefs, personality and cultures can have on the effectiveness of the service quality. 

Research Objectives/Questions

The overall aim of the study is to investigate the relation between employee dynamism and quality service delivery, which can have major impact on the overall businesses of the organization. In order to accomplish the research aim, the study will focus on following research questions:

• RQ1: Is employee dynamism important in enhancing the quality of the service delivery for the organizations?
• RQ2: How much impact can employee dynamism have on over service delivery quality of the organizations?
• RQ3: What is the best possible way to use employee dynamism for keeping the satisfaction of the customers at the optimum level?
• RQ4: What are the necessary factors organizations should evaluate for analyzing the employee dynamism effectively?

Increasing competition in different sector has induced businesses to maximize the utility of all the resources in such a way so that it can able to create positive impact on the operational procedure (Sibanda, 2012). For that reason, appropriate evaluation of the employee perspective is essential in order to increase the effectiveness of the operational procedure. Moreover, appropriate understanding of the employee dynamism can help management to utilize all the human resources to the best of their capabilities (Villamagna, Angermeier & Bennett, 2013). Hence, it is likely to create positive impact on the overall quality of the service delivery. Still, many businesses are focusing on other market related external factors for improving their service quality for satisfying all the needs and wants of the customers. Therefore, in-depth analysis regarding the employee dynamism is required for fulfilling all the aims and objectives of the business procedure.

Under the above circumstances, conducting this research study will bring following benefits:

• It will help those business entities that are looking to identify the best possible way to increase the quality of the service for keeping the satisfaction level of the customers.
• The study will also help to highlight the significance of analyzing employee dynamism for improving the service quality in an effective manner.
• The outcome of the study will help businesses and policy makers to develop effective strategies in order to achieve all the business objectives comprehensively
• It will help businesses in identifying a specific dynamism for covering all the requirements associated with the business procedure.

The analysis of the research study is expected to cover all possible areas related to the employee dynamism. It is likely to highlight the significance of assessing the culture, value and geographical differences of the employees for maximizing the utilization of the available resources. As a result, it will provide an idea regarding the best possible way to use available resources for maximizing the effectiveness of the service quality. Moreover, the study will identify the relationship between the employee dynamism and quality service delivery in an effective way. As a result, the outcome of the study will encourage businesses to develop effective strategies in order to cover all areas related to employee dynamism. Therefore, it will help businesses in maintaining their competitive advantage through the utilization of advance tools and technologies.

Delivery of quality service is a process of continues improvement through which organizations strives to develop a service procedure that meets all the needs and requirements of the customers. Over the years, expectations of customers have changed drastically that induced businesses to focus on providing some extra on daily basis. As per the article by Schumann, Wünderlich and Wangenheim (2012), customers have become more demanding and knowledgeable. Modern customers want to know the process of delivery in order to make sure that the quality of the products remains intact. For that reason, many businesses over the years have focused on analyzing the best possible way to fulfil the needs and wants of the customers. Now, customer service employees have the opportunity to interact with the people on daily basis. For that reason, employee dynamism has become extremely important factor, as it determines the level of bonding employees can make with the potential customers. According to Van Iwaarden and van der Valk (2013), employee dynamism involves the relationships of the workplace that includes team, personal and organizational relationship. Hence, employee dynamism is critical to create strong bonding among all the employees in order to achieve success in the market. Büyüközkan & Çifçi (2012) stated that development of strong bonding among organizations and potential customers require proper understanding the perspectives of each other. Thus, organizations need to have such cultural, educational and geographical diversified resources in order to identify the perspectives of potential customers. Moreover, appropriate use of employee dynamism increases the team bonding within the workplace, which is also likely to create positive impact on the quality service delivery (Jhandir, 2012).    

Justification of the Project

The main purpose of the study is to highlight the positive correlation between employee dynamics and quality service delivery. For that reason.

Conceptual framework summarizes the amount of positive impact employee dynamism can have on the service quality delivery. It has illustrated the fact that ineffective analysis of employee dynamics can actually increase the cost associated with the operational process. Moreover, it can also create adverse impact on the communication level of the employees with expected customers. Therefore, ineffective utilization of employee dynamism can create more operational challenges for the organizations, which will definitely create adverse impact on the business procedure (Kayser et al., 2013).

Based on the evaluation of conceptual framework and problem statement, the study will focus on constructing following hypothesis:

Hypothesis 1:

H₀: Employee dynamism does not create any impact on quality level of the organizational service

H₁: Employee dynamism does create any impact on quality level of the organizational service

Hypothesis 2:

H₀: Effective use of employee dynamism does not provide any information regarding the employee values, beliefs and culture

H₁: Effective use of employee dynamism does provide any information regarding the employee values, beliefs and culture

Hypothesis 2:

H₀: Appropriate evaluation of the employee dynamism does not provide best possible way to increase the quality service delivery

 H₁: Appropriate evaluation of the employee dynamism does provide best possible way to increase the quality service delivery

As stated by Mackey and Gass (2015) appropriate use of research methodology is critical for any research studies for capturing in-depth information about the research topic. For that reason, different studies have focused on utilizing variety of strategies for accumulating in-depth information about the research topic. In order to analyze the impact of employee dynamism on quality service delivery, the research study will focus on following research methodologies:

Literature review reflects significant portion of any research study. It includes in-depth information about the research topic that adds value to the overall quality of the research (Taylor, Bogdan & DeVault, 2015). For that reason, this study has focused on utilizing different secondary information source like Google Scholar, peer reviewed journals, online articles, Science Direct and CQU online library sources. Effective utilization of these secondary information tools will help the study to analyze different previous models and theories related to the research topic. Moreover, the research study also has focused on including information from the sources like business magazines, newspapers and other articles for analyzing the kind of challenges businesses are facing at this point of time related to the enhancement of quality service process. 

This study has focused on analyzing the impact of employee dynamism on quality service delivery. For that reason, the population of the study will cover all the businesses across different sector. Moreover, as the study deals with enhancing the overall service quality of businesses for increasing the satisfaction level of the customers, it will also have to include all potential customers within the targeted population. For that reason, the study will have to cover both employee and customer perspective for accomplishing all the objectives of the research procedure.

Expected Research Outcome

Now, it is impossible to capture data from the entire population of the research study. For that reason, the study will focus on utilizing sampling technique for fulfilling all the goals and objectives in an appropriate way. Non-probability and probability are the types of sampling technique that research studies can utilize for gathering required information about the topic (Flick, 2015). In order to identify the significance of employee dynamism on quality service delivery, the study will choose non-probability sampling procedure. The study will select 100 executive levels of employees working in different sectors. Moreover, the study will also choose 50 manager levels of employees for accumulating information regarding the importance of effective utilization of employee dynamism.

As mentioned earlier, the study will select sampling technique for capturing information about the research topic. However, the study will choose both quantitative and qualitative data collection process for covering all aspect related to employee dynamism and quality service delivery (Miller et al., 2012). The study will utilize selected 100 executive levels of employees for capturing qualitative information about the research topic. On the other hand, 50 managers will be used for accumulating qualitative information about the topic. The study will use survey technique for quantitative data collection procedure and face-to-face interview process will be used for capturing qualitative information. For that reason, the study will focus on formulating two separate set of questionnaires for collecting required data about the employee dynamism and quality service delivery. Qualitative questionnaire will be developed with only open-end questions while only closed-end questions will be included in quantitative questionnaires.

After capturing appropriate level of required data about the research topic, the study will focus on selecting advance data analysis technique for fulfilling research aims and objectives. As this study has used both qualitative and quantitative data collection procedure, it will have to select two distinctive data analysis techniques. The selected data analysis method is as follows:

• Qualitative data represents in-depth information about the research topic, as it includes different perspectives and thoughts of the respondents (Neuman & Robson, 2012). For that reason, understanding, motivation and reasoning are the most popular ay to analyze the capture information about the research topic. Moreover, the research study will also include different predictive analysis techniques like Pearson’s correlation, frequency analysis of variance (ANOVA) and chi-square for analyzing the relationship between employee dynamism and quality service delivery.
• Quantitative data will be evaluated in completely different manner, compared to qualitative analysis. In this analysis procedure, advance software applications like SPSS will be used for adding value to the overall outcome of the research (Smith, 2015). It will also include statistical tools like mean, median, mode and standard deviation for assessing all the captured information effectively. It will also include correlation and regression analysis for accomplishing all the research objectives effectively.

In order to investigate the kind of impact employee dynamism can have on the quality service delivery, the study will be organized in following way:

• Chapter 1 will outline the research proposal covering all elements of the selected topic.
• Chapter 2 will investigate the significance of analyzing employee dynamics for enhancing the quality of the provided service.
• Chapter 3 will formulate conceptual framework regarding the importance of employee dynamism in enhancing the service quality. It will also construct appropriate research hypothesis for accomplishing all the research objectives effectively.
• Chapter 4 will provide in-depth information about the selected research methodology. It includes information regarding the selected data collection and analysis method.
• Chapter 5 will illustrates the findings of implemented data analysis method regarding the research topic.
• Chapter 6 will reflect the summary of the collected data and analysis. It will include implication and discussion about the best possible way to use employee dynamism for enhancing the quality of the provided service.  

Table 1: Gantt chart

(Source: As created by the author)

For completing all the requirements of the research study within the scheduled timeline (31 July 2017), the estimated budget will be around $10,000. The justification of the chosen budget for fulfilling research aim and objectives is as follows:

• In order to construct appropriate literature review, the research study will have to access different paid secondary information sources like peer reviewed journals and books. Hence, it will require around $700 for capturing required secondary information in an effective manner.
• The study will also have to spend money for appropriate use of the data collection procedure. In this step, the study will have to develop questionnaires and also have to ensure appropriate distribution of it. As a result, the study will have to spend money on travel and stationary cost. In addition, as the study is utilizing two separate set of questionnaires, it enhance the expenses even further. The estimated expenses for this step is around $3500
• The study will have to spend money on conducting the survey and interview procedure for the collection of required data about the employee dynamism and service quality. Here, money will have to be spent on renting specific locations. Moreover, respondents will have to be provided with light meals and purified water, which will cost around $4500.
• Finally, the study will also have to spend money to utilizing advance software like SPSS for the data analysis purpose. For that reason, the estimated budget of the data analysis procedure is around $1300.

Overall required expenses of the study for accomplishing all the research objectives are provided in below tabular form.

Table 2: Estimated budget

(Source: As created by the author)

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