[조직행위론] 서울특별시 도시철도공사(SMRT) 조직내 문제점 및 해결방안
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- 2010.11.24 / 2019.12.24
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추천 연관자료
- 목차
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1 Executive Summary
2 Table of Contents
3 Overview of project
3.1 Purpose of Project
3.2 Method for Conducting Case Analysis
4 Discussion of McKinsey 7-S
4.1 Strategy
4.2 Structure
4.3 Systems
4.4 Style
4.5 Shared Values
4.6 Skills
4.7 Staffing
5 Verified Key-Problem-Statements
5.1 Broad context, why we focus on the following problems (area)?
5.2 Statement 1: Operating at a deficit
5.3 Statement 2: Staffing problem
5.4 Statement 3: Confliction between employees and managers
6 Recommendations
6.1 Statement 1: Operating at a deficit
6.2 Statement 2: Staffing problem
6.3 Statement 3: Confliction between employees and managers
7 Appendices
7.1 Analysis Summary-Table
7.2 Recommendations-Table for the problem statements
8 Sources
- 본문내용
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4.3 Systems
Top management give all employees smart phone to more flexible approach to every metro system. Also company make application used in smart phone based on employee's working process. Company has many systems for monitoring customers’ satisfaction. First they operate call center 24 hours, so anyone who have complaint and opinion about Seoul Metro 5678 call that center to ask them. Also, company assigned some customer as "monitoring agent" to check System of Seoul Metro. These customers check system in dairy life and upload their experience in online bulletin board. Company makes charters for customer in every quarter. And every end of quarter, they checked which components they perfectly operate or not. They have innovative system customer can participate. Any customer who has useful Idea can recommend their idea in online board. And top management look through these ideas and select good ones and give some gifts for customer who recommend that idea. In budgeting, Company usually tries to adopt new system, but they have loss structure of budgeting. And they reward employee who properly perform their tasks based on Charter for customers in every months. They plan to Establish a new capital and labor culture based on coexistence : providing management information, On-site Management Briefing
4.4 Style
Top management has priority to happiness of employee. They think employee should feel happy to achieve customer satisfaction. CEO of Seoul metro is an innovative person who created T-money system in former government. He tries to generate new system which is fitted in recent trends. However he was usually blamed for his decision. Because of strict structure of SMRT structure, most of SMRT strategy is made by upper level of division or CEO. Also, SMRT has lower level of empowerment too. So Employees are hard to generate their own opinion. Those usually make confliction to labor Union. Sometimes it expanded strike. After that major problem, he tries to embrace customers and employees. Recently, he changed his perspective to open-minded in feedback by customer and employee's complaint. He sometimes makes events like "Listen customer" to try to feedback his operating system. He and most of boards of directors are assigned from other kinds of company, so they emphasize operating a black rather than satisfaction and welfare of employees
4.5 Shared Values
The shared values of SMRT can be described as making citizens happy by fast and safe metropolitan transportation. We can know it from its mission and visions. Its mission is ‘Create an open future and a pleasant life through safe and fast mode of public transportation, coupled with the improvement of metropolitan transportation.’ and its visions is "Happy Together with Citizens", 5678 SMRT. Both mission and vision try to emphasis this company is trying to make citizens happy.
4.6 Skills
They focus on improving citizens’ satisfaction and try to build good image for Seoul city. Therefore they are more ethical and friendly to customers than other
- 참고문헌
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- SMRT official web site: www.smrt.co.kr
- “Organizational Alignment: The 7-S Model”: Harvard Business School, Publishing, Boston MA, 9-497-045, November 19, 1996
- “Organizational Behavior: key concepts, skills & best practice”: Kinicki, Anegelo;Krenitner, Robert: second edition, McGraw-Hill/Irwin, New York,2003
- Lecture Foils and additional material handed out in class trough professor
- 공기업론 견학보고서-서울도시철도공사
- SMRT official blog: www.5678blog.com
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