Psychology

The organizational assessment is for an organization called Syntel Software Solutions. The survey was conducted in the organization with the help of an anonymous feedback methodology. This was done to ensure the authenticity of the feedback and to keep the employee out of any likely danger if the feedback is later revealed for any reason. Also the customers of the organization were given feedback forms to report all that they like or dislike about the organization.

After these feedbacks were collected they were analyzed and potential and already existing problems were accounted for. A few problems have been spotted through the survey like employee satisfaction and client satisfaction. These were related to the growth and further business of the organization in question.

After the analysis, conclusion was reached that the organization has a few issues that would restrict the financial growth of the company and may mar its reputation. Hence the conclusions were drafted and analysis of the assessment revealed a few recommendation measures that could help in repairing the working conditions of the company.

The recommendations mentioned involve a few changes in the reporting structure of the employees to maintain integrity and maintain decorum at the same time amongst the staff. A few changes have been suggested in the training of the employees. The clients also need to be notified to report any miscommunication and misinterpretation on the part of the organization or its staff.

After these changes are implemented, there will be significant changes that can be observed in the employee relations between each other and with the company. Also after this the client relations and the trust factor on which most of the business is carried out these days is strengthened. This would get better business to the company and the standard word-of-mouth is helpful to expand business.

Satisfied customers spread the word to its competitors and co business clients about the kind of better relations offered by the company to its customers. This is possible only when the customers rely on the information passed to them by the employees that they directly interact with.

All these issues and recommendations are dealt with in the report.

II.INTRODUCTION

II.1 Background of the Company
Syntel Software Solutions was established in the year 1992 with its headquarters at Detroit and has employee strength of 5000. It is a service provider in the field of Information Technology. It has clients from all over the world who are in need of IT service and seek the help of Syntel Solutions regarding their service related issues. Syntel Solutions also is a pioneer in providing 24X7 services to its clients. It has many high profile clients like Sietel, Sigma to its credit. It has another branch at New Jersey.

The main board members are the founder, the chief executive officer and the financial consultant. There is a hierarchy of employees below these levels. Each of them head separate departments and apart from them there are separate head of departments for the smooth flow of the organization.

The recruitment team is different and so is the training department. The entire production environment is headed by a separate team. Since the company is spread over two cities and only one of them is the headquarters, they keep in constant touch with each other to be well informed of the progress in the work flow.

II.2 Description of the Organizational Problem
The main issue of Syntel Software Solutions is the issue with employee satisfaction. Many anonymous surveys taken till date are proofs for the dissatisfaction of the employees in the organization. Though none of them speak up in team meetings or in the talks organized by the senior management, their displeasure speaks volumes in the anonymous feedbacks.

Another major concern with the organization is the feedback of clients who say that though the delivery of the service by the organization is impeccable, they hardly interact with the client managers and always recommend that they get in touch with superiors for any concerns. This leads the clients to believe that the junior employees are not having a proper say in the organization matters.

Customers do not show interest to always report to the senior members of the company since they think only matters of utmost importance and financial significance need the consultation of the seniors of the company. When every employee working talks about talking to the senior for every meager issue, it becomes clear to the client about the trust issues of the company. Also many clients are not comfortable dealing with the senior members for fear of displeasing them.

II.3 Likely cause of the problem

The main cause of the two problems mentioned above is the hierarchy tree of the organization. Since every employee needs to report to their immediate manager and cannot approach the senior members of the organization directly, there are a few issues of miscommunication between the staff. Also since the promotion and appraisal of the employee depends on the manager, the employee needs to be extra careful in dealing with his superior.

Due to this issue the employee cannot openly mention his concern to his direct manager. In a case where he has an issue with his direct manager, he cannot complain to any other senior member due to the hierarchy structure and needs to be silent about it till he gets the chance of an anonymous feedback.

The fear of displeasing his direct manager stops the employee from being clear and discreet to the client. This results in the conclusion of the client about mismanagement in the organization. This might even lead to loss of business to the organization. Also a dissatisfied customer spreads the bad word among its co business partners or competitors similar to the way that good word passes on quickly. This is done because every employee fears the wrath of a displeased superior if he shares or discusses any information with the client without consulting him.

II.4 Objective of the assessment

This assessment of the organization is done to improve the relations between the working staff and resolve the issue of miscommunication between the staff of the organization. The main objective is to improve the working condition of the company and make it employee friendly. This assessment is done keeping in view the merits and the likely loss of the company.

Another very important aspect that is covered in the assessment is to append the employee relations of the company with its clients which are the main reason for business of the organization. This aspect is also looked into by the assessment. It also targets not only at the satisfaction of the customers but also ways to improve business for the company which is an equally important factor.

Keeping in view the merits of experience and expertise that the company has, and the demerits discussed further down a conclusion can be reached at proper working of the organization. A few changes suggested by the report, if implemented will change the structure of the organization for the better.

III. METHODOLOGY USED TO COLLECT AND ASSESS DATA

The methodology that has been used to collect the data is the anonymous survey method. Every employee of the organization had been given feedback forms with an option of also writing their issues freely with the condition that their identity would be kept anonymous to the senior management. The management also was required to take the same feedback test to keep the data constant and fruitful.

After the feedback was taken, an assessment was done by several experts who confirmed the level of dissatisfaction of the employee which were well beyond the limits prescribed as normal by their standards. The results of the test were ascertained by experts of psychology and psychoanalysts to confirm the findings of dissatisfaction.

For the problem related to the clients, feedbacks were taken from a few existing clients and the others were analyzed from the company feedback taken by the company during their closure of deals with their clients. These were also analyzed by experts to confirm the likely conclusions of the clients in the matters of the company.

IV. RESULTS OF ANALYSIS

The results of the analysis were the rate of dissatisfaction of the employee was well above the negligible limits as prescribed to be normal by the psychologists. It was proved by the survey that more than 70 of the employees felt the pressure of dissatisfaction and were unable to give their 100 effort to the organization.

The feedbacks also clearly mention the dissatisfaction that they have experienced with regards to not being able to be open with the client regarding issues that may have been important to both the parties in the long run. The displeasure of being stubbed down by superiors also shows their lack of interest in the work place.

The rate of employees leaving the organization was also analyzed and in the past eight years this percentage has gone up 12 every year. This also suggests some serious issue with the organization due to which many employees are forced to leave their jobs. Also the number of client strength has been believed to have come down by 2 where in the analysis revealed that 4 out of 10 clients refused to come back for the second time to seek the services of the company in question.

V. LIMITATIONS OF ANALYSIS

There are a few limitations to the analysis done on this organization. The most serious limitation is the authenticity of the feedback. Even though employees have been requested to give an honest feedback, it is but possible that a few of the employees have not given authentic feedback and have used this exercise as a means to take their grudge on somebody.

The other limitation is that since the feedback is anonymous it is difficult to assess whether the entire system is at fault or there are a few employees working under particular managers that have this concern. Since the feedback is anonymous it gets very difficult to assess who reports to whom and hence analyze the issue as a direct compliant about the manager or the management itself.

The last limitation is the interpretation of the feedback given by clients to the company. Since the clients no longer are available for questioning, there is a possibility that their feedback has been misinterpreted by the analyzing committee and the answers do not mean what they have been interpreted as.

VI. CONCLUSION AND RECOMMENDATIONS

The assessment of the organization leads to the conclusion that even though there were a few pros and cons of the working of the organization, the statistics clearly tell us the rate of dissatisfaction of the employees in the company. Also since there is a possibility of loss of business for the company in future due to the problems analyzed, it becomes a serious concern for the organization in question.

In this regard a few recommendations are considered best in the present circumstances. The first recommendation is to change the hierarchy from a one to one reporting to a one to many reporting scenario. In this scenario one employee can report to multiple managers thus eliminating the possibility of miscommunication or fear of being rejected. Also since many managers will be responsible for the appraisal, it will be alright for an employee to share his displeasure about one manager to another.

Another important recommendation is to form a neutral committee of members which includes a senior member. This committee will be responsible for conducting a feedback session. Then the employee will be called on a one to one basis to talk about his concern. Through this his ideas can come into the fore and be heard.

Lastly it is recommended to encourage every employee capable of interacting with the clients to take up suggestions and improvements themselves to the clients. However important decisions should be taken under the supervision of a senior member from the board. This would encourage the employees to come with new and innovative ideas and keep them involved in the work they do.