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Organisational Dynamics

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Introduction

Organisational Dynamics Private Sector: Problem: In February 2009 the data entry of Ryanair airline has a problem and the entire passenger's date of flight have been mixed up. Ryanair has received numerous amounts of complaints and it has been reported on the BBC 24hours news. When a customer decides to make a complaint to Ryanair, they are likely to speak to the customer service department first as customer service is the front line of a company. Customer service department is designed to enhance the level of customer satisfaction this means that the feeling that a product or service has met the customer expectation purely by having a department where the customer is able to praise or make any comments regarding a product or service. For Ryanair, their customer service department is located at Ireland there are several ways to contact the airline for any Delay complaints or cancellation for the customers; the address for Cancellation and Delay Complaints are made to EU Passenger Compensation Dept, PO Box 11451, Swords, Co Dublin, Ireland. Alternatively the passenger is able to fax the complaint to +353 19121676. Ryanair's policy for complaints is for the customers to make sure they know what is happening before they fly to minimise any dispute that may occur. ...read more.

Middle

The Human Resources department will be involved because they would like to know what was happening during the complaint and whether the customer service person is upset over anything the customer may of said. As the dispute is quite major the human resources department is likely to send a few more employees to the bases that has dissatisfied customers and possibly have more employees by the customer service team because at this matter most of the customers would like to speak to a human rather than a machine. All of the departments link to the Information Technology (I.T) department, the I.T department is responsible for monitoring the website's traffic and ensure everything runs smoothly for both the customers using their website and employees computers within Ryanair's hub. Ryanair may have many I.T department because they are located across Europe therefore if a whole hub's computers are down in (for example) Stansted airport the I.T department is able to send an engineer to sort out the computers as soon as possible because in the airline industry (and every business) 'every minute is money'. The Information Technology department is involved because they will need to fix the computer that has made a problem and find out whether the system and server has been infected by any computer virus and if that was the problem they will need to remove every single virus and need to reprogram all the computers and update the systems afterwards. ...read more.

Conclusion

has an idea to promote the college it may lead to many disputes, therefore having one marketing team in one place saves the college much more time. The Human Resources department (HR) is involved because they will need to know who is responsible for the error made and whether or not something could be done to prevent any similar incidents. The human resources department is centalised in the Bletchley campus because although the finance deartment is located in Chaffron Way and the marketing department is located in the UCMK campus, the Bletchley campus is more spacious for the HR work and more suited for the training of any staff. The college's I.T department is involved because all of the departments within the college is involved with the use of I.T, each college campus has their own I.T department, for example if the Chaffron Way campus' computer network are down and there are only one I.T department located in Bletchley the computer users in Chaffron Way will need to wait for some time for someone from the I.T department to make their way from Bletchley to Chaffron way and this requires a lot of time. Therefore in order for the college to solve any I.T problems at a much faster pace, having an I.T department in every campus is a smart and convenient idea. ?? ?? ?? ?? 11/03/09 1 ...read more.

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