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The Key to Improved Business Performance Banco Bank

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The local managers are not involved in formulating the policies and therefore they are not committed to implementing the same in order to achieve results. The management team is also inexperienced and therefore cannot handle employees at the call center if the ey themselves are not confident. The management also does not communicate directly with the staff but does so through the trade union and therefore may not realize the problems the employees are facing and handle them in order to gain loyalty and commitment.The local managers are not involved in formulating the policies and therefore they are not committed to implementing the same in order to achieve results. The management team is also inexperienced and therefore cannot handle employees at the call center if they themselves are not confident. The management also does not communicate directly with the staff but does so through the trade union and therefore may not realize the problems the employees are facing and handle them in order to gain loyalty and commitment. Banco can change its management techniques in order to achieve its objectives. It should appreciate diversity at the workplace and hence involve local branch managers in formulating policies and give them autonomy to formulate some policies at branch level in accordance with local needs. This is important in getting the local managers to feel they own the decisions thus are committed to achieving the company objectives. The managers also have knowledge of the area in which the call centers are located and are close to the customers and employees thus are the best suited to take care of their needs adequately. By doing so, the company will be able to retain the customers and get the commitment from employees hence improved performance and productivity as well as gain competitive advantage. Leaders act as role models to the workers and are supposed to give directions (Koster, 2002). Inexperienced leaders do not have the courage to head, the workers as they fear the workers are more knowledgeable, the management should thus put qualified leaders in management positions so as to be confident while giving directions to workers and gain their acceptance and commitment. Communication is very important in an organization. Bureaucratic controls act as a barrier to communication. in this respect, Banco should adopt a bottom-up approach system of management. Through communication, employees are able to know the direction the company is heading can air their views and contribute to decision making since they are the closest to the customers and are well aware of their needs.