Management Organization Learning and Knowledge Essay

Management Organization Learning and Knowledge - Essay Example Services provided at this call centre have direct impact on business and customer satisfaction. In order to provide good service, a variety of skills such as call handling skills, communication, learning abilities, positive attitude, leadership, motivational skills, feedback etc are required at various levels. Learning and knowledge sharing are extremely significant in such businesses where customer demands keep changing and new products are continuously launched not only to meet customer needs but also to sustain competitiveness in the market, and attract more users as well as retain existing customers. Moreover, organisational structure is a team-based structure with each team leader responsible for a team of 10-15 executives. Review of literature: Peter Drucker was the first management pioneer to emphasize knowledge management and knowledge working as the 21st century challenge (2003). Newell et al. (2004) describe knowledge workers as those individuals with good competencies, ski lls and decision-making and problem-solving abilities. Their contributions help in effective knowledge management through their contribution in day-to-day activities; hence, such activities can be carried out by employees at all levels based on their work and opportunities to apply their knowledge and skills. Ambriola et al (2003; p.192) describe call centre workers as knowledge workers by stating, ‘the basic tenet is that work in call centres has to be conceptualized in terms of distributed knowledge. This means that only part of the knowledge needed to carry out any transaction is in the mind of the operator, important knowledge has to be distributed among colleagues in the organisation, available and accessible cognitive artifacts in the work environment, and clients. The way... This essay approves that Aspects of professional growth and opportunities for growth were assessed based on questions related to promotions, skill enhancement trainings, taking on additional responsibilities and learning opportunities etc. Front line executives reported dissatisfaction in terms of promotions and additional responsibilities. Team leaders were not aware of any growth opportunities planned. Managers felt their growth depended upon expansion of business. Divisional managers did not respond. Most of the team members felt the need for skill enhancement in spheres like call handling skills, time management skills, leadership skills, writing skills, and analytical skills. Team leaders felt leadership skills would help them manage team’s performance better. No double-loop learning was reported because front line executives and team members reported lack of time to take on additional responsibilities that will help in learning other skills. Double-loop learning breeds i nnovation, critical thinking, and thus better decision making. This report makes a conclusion that knowledge management has become the key to success of most of the organisations. Knowledge intensive firms rely on human capital than other capital for success and sustenance of performance and knowledge-based firms thrive on input of knowledge and learning into their human capital. Effective knowledge management should include effective communication, leadership, HRM, and organisational systems besides appropriate integration of operational objectives with strategic goals of the organisation. Situations that identify gaps in knowledge management in the present context can be addressed by modifying few management practices.

Overthrow of Communism in Hungary and Czechoslovakia Essay

Overthrow of Communism in Hungary and Czechoslovakia - Essay Example In fact, Soviet Union was the invisible ruler in eastern European communist countries and the domestic administrations functioned as toy governments of Soviet Union. Hungary and Czechoslovakia are two eastern European countries which suffered a lot under the communist administration. People in these countries are highly religious and communist teachings were unacceptable to them. Moreover, the totalitarian administrative style of communism was unacceptable to the people in these countries. The destruction of communism in the Soviet Union brought a golden opportunity to people in these countries to expel communism from their territories. This paper analyses major reasons for the overthrow of communism in Hungary and Czechoslovakia. The defeat of Hungary in the Second World War resulted in Soviet occupation in Hungary. Hungary never favored communism even though they forced to become a communist state under the influence of Soviet Union. Hungarians tried to expel communism from their s oil many times; however, the Soviet-controlled communist administration in Hungary succeeded in suppressing such agitations using an iron fist. The most important revolt against the communist administration happened in 1956. ... Â  The mascaras of Soviet troops during this revolt created immense displeasure against communism in the minds of Hungarians. In other words, the support for communism started to decrease after the bloody revolt in 1956. Even though Hungarians, disliked communism from the beginning itself, the case of Czechoslovakia was slightly different. Many of the Czechs welcomed Russians as liberators (Judit, p.125). The administration in Czechoslovakia before the arrival of Russians was not so good which forced Czechs to welcome Russians as their saviors. In fact, Czechoslovakia was the closest ally of Soviet Union in Eastern Europe after the Second World War. However, Czechs gradually realized the dangers of communism gradually. Hungary and Czechoslovakia were the biggest trading partners of Soviet Union after WW 2. However, it was Moscow which set the prices for the finished industrial products exported from these countries to Soviet Union (Judit, p.159). In other words, Moscow tried to expl oit the resources of Hungary and Czechoslovakia using their superior political, economic and military power. These exploitations resulted in underdevelopment in these countries and normal life became extremely difficult. While most of the other democratic countries in Europe started to develop immensely after WW2, communist Hungary and Czechoslovakia failed miserably in catching up with those countries. In short, the living standards of the people in Hungary and Czechoslovakia started to decline under the communist administration and the dissatisfaction against the communist administrations started to grow.