Ours is medium size (IT) set up.  Overall from externally there seems to be technical and marketing teams  functionally smoothly but  internally there are some gaps.  Like for an example there is lack of  motivation-people come in office very  late but leave the office on time, people  over claiming conveyance  reimbursement etc. 
 
Is there a tool to find out all the organizational  gaps? Or missing links  from HR end? 
How do we ensure organization health?

Thanks

Sid

Hello Siddharth 

I guess u would have heard of "service gaps". this is in light of Parasuramans work on SERvQUAL- a means to assess service quality and the various gaps. if you would consider each department in an organization as providing "service" to each other, u could use SERVQUAL effectively, with a few changes. In fact i have seen a book on service quality by the same author-costs around 1500/- or so. or better still flip to the end of the book for a brief discussion on SERVQUAL.

Regards

Prof Tandon

From the 2 examples you quoted, discipline seems to be an issue - just testing "how far one can go".

Is there a system of checks and controls; are people supervised ? are they told promptly if they are flouting the norms ? do they know what the norms are ?

Since it is yet a small organisation, a set of simple guidelines and a communication from the top - and a leader, leading by example - would help.

Simply going to the bottom of each individual's flouting of a norm might reveal why it happened and how to prevent it in future. Is there regular communication between the leaders and people, between HR and people ? I hope you will find this helpful.

Hello Colleagues,

I think you require to conduct an Employee Satisfaction Survey to find out the gap. I suugest an external agency to conduct the same as employees open up freely. If done internally you may not get the real feelings or their opinions. This is the experience of many organisations. There are experienced consultants oferring this kind of service.The methodology involves collection of data through questionnaire which is designed normally after consulting the top management team in the organisation, followed by individual interviews. There after the agency suggests remedial measures to overcome the dissatisfaction levels and training of managers to deal with the situation.

Warm Regards

Vijayraj

Dear Friends,

Its a very general problem where there is no proper discipline etc. There is no particular tool as such where you can find defects.

I dont know what is ur designation / which position you are working in. What you need to do is the HR audit of the firm you are working. Take this project in your hands and see automatically you will find the gaps in your organisation. If you are in lower / middle take this proposal project to the senior most person who understand the need of ur project and can help you for smooth running of the same.

However imdtly as an HR person you can disciplinary actions but before that you need to see that whatever steps you are going to take that should be aware by all your staff members. Otherwise send a circular which should be signed by every staff for strict following of office rules. For late attendance you can say like for every 3 late attendance one leave will be deducted and if the person is late for half an hour then half day pay will be deducted. You can also circulate travel rules and limitations for claiming conveyance reimbursements(eg except senior level managment everyone is allowed only by bus) and strict monitoring of such rules will automatically bring everything back to discipline.

Hoping for more interesting responses ; )

tashu