Management and Organization in Global Environment
This paper is composed of two parts. The first part describes the notions of Ford and Taylorism in the design of motor vehicles. It also describes the various structural formulas for the design idea according to the increasing technology. Moreover, it will also assist to explain whether the idea will be accepted in Regions like Australia, America or even Europe based on the changing technology. It also considers explaining whether the design can be used in the call centers in terms of conceptualized activities. In the second part, is the Pankaj Ghemawat talk and explanation on globalization and more on the globalization fears? And based on this, the paper will tend to give what the professor says about the effect of globalization on the market. Moreover, the universal views from the general people especially the students in the society will be discussed in detains to find out whether the professor’s views or ideas has really changed the thinking of people around. Additionally, the effects of globalization in the society will be widely discussed especially on the job opportunities and also for the international opportunities.
Activity 1: Ford and Taylorism
Taylorism constructs business decisions depending on data researched and tested quantitatively. Frederick Winslow Taylor advocated Taylorism as a management duty that reducesu costs to improve on efficiency. Taylorism divides processes of producing vehicles into simple repetitive steps. Henry Ford’s idea in 1908 assisted to manufacture cars using cheap and simple means using ‘The Ford Motor Company’ label. Through Taylorism, the current method of producing cars would change to emulate the great efficiency demonstrated by Fredrick Taylor. Taylorism effects production of individual workers, assigns tasks matching with personal strengths and capabilities to increase production (Reshef 2001).
Ford principle explains that workers produce highest when unnecessary physical movements of workers are eliminated and time appropriately managed to ensure that each part is assembled carefully in the final product to enhance growth potential of the manufacturing company (Reshef 2001). Initially each part was assembled single part, while the larger parts of the vehicle would stay stationary while the smaller parts were brought to the vehicle as required. The assembly line helped reach the milestone of production as Ford adopted the idea of having his workers stay stationary in the assembly line to allow the body of the car move to individual working stations. The workers puled the car using a rope from one station to another for each to perform his work on it until the construction process is complete (Reshef 2001).
The wage rate at the time was $5 each day resulting in excess applications of workers expecting consideration for employment. The Taylorism method did not recognize trade unions since each worker was expected to maintain discipline as the policy of the company (Reshef 2001). Thus, there was no need to form trade unions.
However, the major disadvantage was lack of job security for present workers. The Taylorism method has advantages of retaining and improving talents of each worker and goodwill in the market.
Workers in Australia, America, or Europe would not accept Taylorism as it was designed originally because technology has changed and workers unions are important for workers to feel secure with their jobs. Moreover, technology has changed and the process of automation. More changes are required if the process is to be applied today.
The design of scripts used in call centers has Taylorism to some extent although not completely, because operations at the call centers have many sectors and specializes in niche (Mitranescu 2016). Division of work at call centers depends on skills and abilities of each member. Jacada Agent Scripting (JAS) the scripting tool creates the flow of processes and guides agents through a call systematically. It therefore provides an agile and powerful as well as easy working environment (Jacada 2017). The major difference with the Taylorism principle is that the script design at call centers the business analysts has the allowance to quickly change the requirements and legislation where necessary. It is easy to change the processes making them more compliance and efficient.
The two processes are similar in that they meet and exceed the set goals to satisfy the needs of customers, which generates great profits in the business. The two processes are alike since the flow of the process is structured. The scripting method is advantage in its way of improving first call resolution (FCR). Jacada (2017) explains that the agents accurately diagnose the questions and give best answers in a faster manner, which results in fewer repeated calls (Jacada 2017). Each agents benefits from consistency of customer service experience because of defined processes and agents who are guided using scripts.
By using call center scripts, it is possible to audit, report customer interactions, and their performance in the real world According to Eleazzar (2015). The process allows for continuous improvement and compliance. The scripts have reduced training time because the flow of the call is simple. The interactions are assembled easily, self-documented, versioned, and published to agents to conduct the next call appropriately. The method is configured using clicks avoiding codes.
This ‘clip’ is showing history from 100 years ago. Some would say that ‘the world has moved on’ and these ideas are out of date. However, could there be parts of the world today for which these ideas might be just what they need? Explain.
Yes, there are various industries in the world in need of Taylorism application. The scientific management theory is still very effective although introduced more than one century ago. The principle of division of work has great benefits to almost all industries. Each employer shares duties and responsibilities to all workers according to their levels of skills and talents. The goals and targets are set depending on what profits the company wants to generate. Each worker is rewarded according to his or her efforts. Workers follow given directions to apply outlined principles in their jobs and achieve success (Hounshell 2016).
Activity 2: Pankaj Ghemawat on Globalisation
Has your view on globalization changed after listening to Professor Ghemawat? Explain.
Professor Ghemawat explains that the world is semi-globalized because only 10%of the world has adequate flow of data. Less than 10% of investments are all over the world. The flow of people is localized. He supports that less than 2% students study in countries that are not their origin. Ghemawatt gives the actual figures of higher education students in foreign countries as 2% rather than 30%. Moreover, the rates of making calls internationally are 2% looking at the sources from online news. The exports are less than 30% GDP while others are double and triple counting. According to his opinion, electronic devices such as iPod shipped from Japan to China and to U.S. are counted twice, explaining that the World Trade Organization (WTO) has a problem. The data explains that the world is semi-globalized (Think Business staff 2012).
Consider where you have seen the fears that people have about globalization. Do you think these fears may subside with some data points that may suggest otherwise?
Globalization is the worldwide growth leading to interdependence of people in countries.
Globalization is seen as threat although profitable in one way because it leads to fears of environmental catastrophes, exhaustion of resources, poverty, and conflicts. Job security and social injustice arise from globalization. The huge technological advances have brought down trade barriers and integrated financial markets (Harvard Business School 2017).
The fears may subside because technology is enriching the world scientifically thus eliminating cultural barriers. The economy benefits since there is potential to eliminate poverty in this 21st century. There are major increases in costs of incentives used in war. The costs of going for war are more today than any other time in history (Harvard Business School 2017). Global solidarity through social media has enabled tapping of resources from the internet.
In conclusion, Taylorism is the original idea developed by current car manufacturers using less time and making profits. The major technologies in the world have brought globalization and growth of businesses internationally. Globalization has increased jobs and specialization. Incomes have increased more than three times. The assembly line was effective for mass production of cars. The assembly line used automated techniques to reduce production time to less than half an hour, increased numbers of cars produced and make huge profits. The graphical drag-and-drop environment ensures that scripts and business rules are manufactured in clicks other than codes. The scripts are instantly deployed to current agents, monitored in time and tuned accordingly. The interactions are continuously refined unlike the stationed assembly line, which does not allow workers to change any process.
List of References
Eleazzar. (2015). Call Center Mock Calls Script Sample-Customer Service. Slide Share. Retrieved From Https://Www.Slideshare.Net/Eleazzar64/Call-Center-Mock-Calls-Script- Sample
Harvard Business School. (2017). Globalization: Myth and reality. Harvard Business Review. Retrieved from https://hbr.org/ideacast/2017/02/globalization-myth-and-reality
Hounshell, D. (2016).The Same Old Principles in the New Manufacturing. Harvard Business Review. Retrieved From Https://Hbr.Org/1988/11/The-Same-Old-Principles-In-The- New-Manufacturing
Jacada. (2017). The Leading Call Center Scripting Tool And Process Flow Software. Jacada. Retrieved From Https://Www.Jacada.Com/Apps/Callcenterscriptingtool
Mitranescu, M. (2016).The Importance of Call Center Scripts for Productivity. Air call. Retrieved From Https://Aircall.Io/Blog/Call-Center-Scripts/
Reshef, Y. (2001). Principles of Scientific Management. Taylor’s Scientific Management, 1-8
Think Business staff. (2012). World 3.0: Not as globalized as we think. National university of Singapore. Retrieved from http://thinkbusiness.nus.edu/article/globalisation-pankaj- ghemawat/