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BA420 Organizational Behavior

BA420 Organizational Behavior

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BA420 Organizational Behavior

Module

Assignments

Discussion Forum: Personality & Perceptions

Writing Assignment: ZAPPOS.COM

Discussion Forum: Perceptions

Writing Assignment: Whole Foods

Discussion Forum: Learning Styles & Reinforcement

Writing Assignment: Nordstrom’s Performance Goals

Discussion Forum: Team Approach

Writing Assignment: CarMax

MidTerm Assessment

Discussion Forum: Conflict

Writing Assignment: Power and Politics

Discussion Forum: Design Dimensions

Writing Assignment: Alternate Work Arrangements

Discussion Forum: Recyclene

Writing Assignment: Organizational Culture

Discussion Forum: Change & Innovation

Final Paper

BA420, Module 1 – Organizational Behavior Overview

Discussion Forum: Personality & Perceptions

Investigate the Websites for some major companies like Xerox, Proctor & Gamble, Dell,

etc. List the goods and services they offer. How do these organizations offer a service

encounter to consumers? Explain. Do you believe their approach to consumers is

affective?

Xerox:

Services

o Document management

o IT Outsourcing

o Business processes (like

HR services and customer

care)

o Production Printing

Goods

o Multifunction printers

o Printers

o Copiers

o Scanners

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o Software and solutions

Procter & Gamble (for example):

 Crest

 Always

 Pantene

 Head &

Shoulders

 Ivory

 Old Spice

 Puma

 Lacoste

fragrances

 Herbal Essences

 Olay

 Febreze

 Pampers

 Joy

 Dawn

 Bounce

 Cheer

 Mr. Clean

 Duracell

 Gain

 Charmin

 Swiffer

 Bounty

 Downy

Dell:

 Desktop computers

 Laptops

 Monitors

 Printers

 Servers and storage

 Networking services

 Security services

 Customer support services

 Tablets

 HDTVs and home theater

It is quite remarkable how much fluctuation there is regarding services and back-up

products that different companies will offer to their consumers. Xerox, Procter &

Gamble, and Dell were all investigated via Google and their homepages. Historically,

Dell has had a phenomenal reputation for service from the individual customer level all

the way up the corporate ladder to major server installation, maintenance and trouble-

shooting.

Why has Dell maintained such a market edge? And why has their reputation in

customer service remained so high – really, making it the best in their industry –

compared to their competitors and other companies in general? For one, Dell, per their

website, has really invested in their technical support services. They realize they are

dealing with a technology that mainly people – including even IT technology people – do

not fully understand the nuances and challenges of the technology. Therefore the

technology and support infrastructure is there and in place to benefit the consumer and

ensure that they are happy with their purchase. A simple trouble-shooting issue even

could turn an otherwise happy consumer into a disgruntled customer. This is usually no

longer the case with effective customer support services like those advertised by Dell in

addition to its many hardware and software products on their website. Dell has invested

in marketing campaigns ensuring that both the private and corporate consumer

understands that the investment includes technical support, and this is a major selling

point for consumers. Moreover, when you call Dell service support, you actually get to

speak with a human being which is almost a novelty in this day and age.

In stark contrast to Dell lies Procter & Gamble. When reviewing the list of goods and

products that they offer to the American consumer, it was truly shocking to see how

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BA420 Organizational Behavior Module 1 2 3 4 5 6 7 8 Assignments Discussion Forum: Personality & Perceptions Writing Assignment: ZAPPOS.COM Discussion Forum: Perceptions Writing Assignment: Whole Foods Discussion Forum: Learning Styles & Reinforcement Writing Assignment: Nordstrom’s Performance Goals Discussion Forum: Team Approach Writing Assignment: CarMax MidTerm Assessment Discussion Forum: Conflict Writing Assignment: Power and Politics Discussion Forum: Design Dimensions Writing Assignment: Alternate Work Arrangements Discussion Forum: Recyclene Writing Assignment: Organizational Culture Discussion Forum: Change & Innovation Final Paper BA420, Module 1 – Organizational Behavior Overview Discussion Forum: Personality & Perceptions Investigate the Websites for some major companies like Xerox, Proctor & Gamble, Dell, etc. List the goods and services they offer. How do these organizations offer a service encounter to consumers? Explain. Do you believe their approach to consumers is affective? Xerox: o Production Printing Services o Document management o IT Outsourcing o Business processes (like HR services and customer care) Goods o o o o Multifunction printers Printers Copiers Scanners o Software and solutions Procter & Gamble (for example):  Crest   Always   Pantene   Head & Shoulders   Ivory   Old Spice   Puma   Dell:       Desktop computers Laptops Monitors Printers Servers and storage Networki ...
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