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Case Study: Ken Pvt Ltd.


Disucss about the Importance and Role that Better Organisational Behaviour Plays In the Development of Business.

The report elucidates the importance and role that better organisational behaviour plays in the development of business. In this particular report the case study of Ken Pvt Ltd. has been given which deals with Dogma International and promised the client to provide 10 years newspaper in digitisation format in 2 months. But the agreement was not maintained. After 2 months only 2 years paper were digitised that too with the poor image quality that highly disappointed the client (Kitchin, 2017). On analysing there were various mistakes that have been found which is discussed within the report along with the solution to this challenge. The hindrances and help have been discussed along with the key concepts in relation to organisational behaviour followed by the issues that happened in the case and concluded with the recommendations by giving suggestions to the organisation so that mistakes are not repeated in the future.

Ken private limited is situated in Texas, United States and was established in the year 1991. The main motive of the company is to outsource the knowledge and rendering the technological services. The information is provided to the client in an effective and cost-efficient manner. The company deals in the fabrication service and knowledge service. In the fabrication services the information digitization takes place using XML, mark-up services, setting up the image, conversion of data, creating the technological services to develop services and translation of services. The knowledge services involves within the tact to expand the content, improvement of vocabulary, taxonomy, hyperlinking the important links and marking it up, indexing the content and designing the abstract and undergoing the other editorial services (Walumbwa, Hartnell & Misati, 2017). The technological area focuses on the designing, implementation, integrity and deployment to the author, managing and distributing content to the client. The company is renowned enough for its outstanding performance. The company has opened the outlets in America, Europe and Asia where around 5000 employees are employed and net worth that the company holds is $90 million as per the year 2004 (Ken Group, 2015).

The case demonstrates that Ken Private limited got the big project to work on the Genesis Times; the Genesis Digitization project wants Ken to create the project for their client Dogma International. Dogma International demanded for digitized newspapers covering the 150 years. Ken assured the client to present the digitisation of 10 years in the 2 months. Due to the occurrence of certain issues the promise was not fulfilled by Ken in the given time duration and Dogma International gave the warning to Ken that in case if the Company is not able to meet the commitment then company might take back the order and revoke the contract. This created the situation of panic for Ken and working gets faster along with the monitoring where the company is lacking and to repair the patches thereby finding out the root cause of the discrepancies.

Key Issues and Challenges in Organisational Behaviour

On analysis the study key issues and challenges appeared are that basically there was lack of communication among the staff. The project manager Sharma distributed the work into 2 sections on of them was Indian section dealing with development of technology and then passing it to the Philippines so that they can start working upon the digitisation process. The Philippines section was divided in 5 departments and each section has 1 head that report to the project manager. The issue was that Philippine section was facing the challenge in using the technologies designed by the Indian section and the staffs are not supporting eth project manager as well (Pandey, Breslin & Broadus, 2017). When Sharma, called up the meeting no one uttered a single word and neither anybody raised some sought of query at the time meeting. The project manager gets to know about the actual issues when the 2 departments were having their mutual talks and were sharing the complaints with each other. The technologies designed were too high then the level of understanding of Philippines section and they were neither briefed about the technology nor were the employees given training to handle the technology and input the data within the designed digital format. Whereas the Indian section claims that the Philippines section are not patient enough to wait for the technology and the employees are not aware enough about the correct usage of technology that has been invented. This cause delay in working and making the client dissatisfied (Morgan, 2015).

The organisation comprises of collectiveness of the human being working on the different departments but focusing on the single vision and moving forward in the similar direction. The organisation is an ever changing unit where dynamism takes place and the human resource should be made resistant to these challenges and takes it as the opportunity to create wonders (Goller & Harteis, 2017). Organisational behaviour is the combination of human resources from different culture following various traditions. The organisation should treat all the culture and tradition equally and to create harmony there is a need to develop the organisational culture need to be developed and every person employed need to respect it and abide by that culture. The organisational behaviour is the conduct that has been carried out within the workplace. In the organisational behaviour the employees working is analysed and bonding gets created and the group of humans come together to support the facts and they collectively work for achievement of the goal which lead to simultaneous development of organisation along with the employees thereby ensuring the common growth (Tsang, 2017).

Recommendations for Improvement

There are various challenges that the organisation faces. Comparing these issues with that of the Ken Private ltd. the key concept of organisation and reason for delay could be realised and wise step could be initiated to repair these challenges and adopt it as the opportunity to ensure development (Johns, 2017). The organisational challenges that occur in Ken Pvt. Ltd. are quoted as under:

Managerial challenges: The managerial challenge is faced at the management level, as per the case study even the manager is in dilemma as the situation is not clear and even on holding the meeting no one spoke out a single word, no complaint came out and later on the heads of department complaint mutually that manger will favour the technical side only and blame the Philippines section (Tafti, Mahmoudsalehi & Amiri, 2017). Also there is the major cause of workforce diversity that is also the cause of problem; the organisation has been divided into the Indian section and Philippines Section. The education and behaviour of the people differs and that cause the understanding issues and conflict arises. Most of the time small thing rise to get big and converts into the disputes (Kashyap, 2017).

Work Place Issues and Challenges: When more than two people come together for the common cause there is likely to have the mismatch in choice and disagreements might take place, these are known as the workplace issues and challenges (Cartwright, 2017). The issue that took place in most of the workplace are employee privacy, employee right which is most common issue and for that the legal actions could be opted as well, unionism is another issues and this could be quoted in the context of Ken the 2 sections have been distributed but later on there arouse the cold war and silent fight among the employees. The expectations of employees are also the factor that causes issues they need the hike, motivation and job satisfaction, also the need and level of motivation differs from person to person (Brett, 2017).

Organisational challenge: The above challenges at the end affect the progress of the organisation only. The case study also faces the organisational problems, in the clients project there is the occurrence of quality issues. The total quality management is not maintained and in the era where quality consciousness is given high priority the organisation and the employees need to maintain the high quality. This is because of conflict arising among the employees and the gap of understanding. Lack of knowledge among the employees is also one of the reasons (Potential project, 2017). The employees are not able to handle the technology that has been designed and neither the training of advancement has been given. Adaptability does not arrive only with accepting the challenge but also by learning to use it in the effective manner. Another measure that always makes the difference is ethical behaviour of the peers, superior and subordinate. Half of the things get back to place when the situations are ethically handled with maturity (Shah, Irani & Sharif, 2017).

As per the case study the issues hindered the project of the client but in other way round helped the manager to learn a lot of lessons from every issues that arises. The manager gains the experience to solve out the situations and deal with the sad employees and handling the angry client as well. The hindrances that occurred while delivering the project was that first of all the committed work was not offered to the client (Tagove, 2017). The promise was made that 10 years newspaper digitisation will be delivered within 2 months whereas the actual delivery was of 2 years newspaper digitisation that is not even quarter of the commitment accomplished. Also the brief project was not as per the standard quality causing high dissatisfaction among the client.  The final warning was given to Ken to deliver the assured work with the high quality and completely digitised within the next 2 month. These 2 months could be considered as the help in delivering the better project as in the first chance the mistakes came up and the reasons were figured out that were becoming the cause of causing the mistakes (Campos-Melady, Smith, Meyers & Godley, 2017). The COO Saiyumn Savarker was called upon to analyse the situation and undertake the evaluation technique to understand the actual situation that is prevailing and what wrong is happening in the process that is causing barrier in the process. On reviewing the situation and having word with project manager Sharma, Savarker was driven deep to know what the actual issue that the organisation and its employees are facing. As the employees made the countless efforts and advanced technology was created and the other team wisely and patiently adopted the technology after handling lot of hectic. The Quality assurance department also assured that quality given was 99.95% accurate and appropriate headlines, sub-headlines, by-lines, images and captions have been quoted (Dunn et al, 2017). When the issue is discussed with Dogma it was figured out that the manager did not consulted the Dogma International for once that what actually the requirements are and they are performing the activities as per their method.  The help portion that Dogma stated is that the text portion was good and satisfied as per the quality defined but the images were not of the appropriate quality. The images are first thing that the customer notices and get attracted with it. The client was of the view that no one from the contacted company ever contacted them to know the specifications or deal with something to get clarification upon the things. When the same is communicated by Savarker to the project manager Sharma they come up with the reply that they never thought of it and it was not in their knowledge that they should consult the client once a while detailing the concerned with the progress that is taking place and what all amendments does they require. Finally the company was aware about total issues and challenges that occur and completely understood the specification that the client require, also now they have the idea that conformation from the client should be timely taken so that the confusion and assumptions are avoided (Burke, 2017).

After the hindrance if discussing upon the help portion the complete project made the situation clear and gave each and every person of the organisation dealing with this project about the lot of learning. The handling of technical things, adopting of new things, organisational environment, relations with peers, subordinates and superior are clarified and its importance is learned by the employees and manager as well. The manager learn to handle the stressful situation along with dealing with the client and how the project should be handled, what are the primary things that need to be kept in mind and that are basic to be known and practiced (Conroy et al, 2017). 

After analysing the case study and learning about the whole situations there are certain recommendations that could be made so that better learning could be developed. First of all there is the need to appropriately learn about the organisational structure. The manager should firstly understand about the organisation and what specification does the company carries. The organisational culture has to be studied so that the knowledge regarding internal environment is gained and fighting out with the external environment become easier. When the manager is aware about the internal structure and capability of the company then decision making related to the external environment ease up and manager could smartly deal with the market area and chose those deals that are beneficial for the company after evaluating all the aspects of business, its budget, capacity to take risk, being creative and innovative, ability to adopt new technology and many more things are attached while developing the knowledge of organisational behaviour (Miterev, Turner & Mancini, 2017). When the project was handed over to Ken by Dogma International the foremost mistake that the project manager Sharma did was not clarifying the specifications and directly started working upon it and bifurcating the departments. When the sections were made the cooperation started lacking. The Indian section was designing the technology which was far advanced and the Philippine section was not able to handle those technologies and formats. Both the sections had to sit back and talk upon the issues that have occurred so that clearance is made and they could understand the actual problem all the department is facing. They chose to talk among each other instead of interacting with each other. Even the cooperation with the manager was not there. This depicts that organisational structure and management was not adequate and this completely affected the organisational behaviour (Stanley, Matthews & Davidson, 2017). On getting the warning from client the COO scrutinized the situation and communicated with related parties and came to know about the real reason and then the situation was brought under control. Therefore the manager needs to clear out the specification first and accordingly the responsibility is distributed as per the competencies. Timely meeting should be held to check the progress and discuss the issues if any so that they could be resolved early and employment relations also get maintained that is essential for the growth of organisation and the employees (Johnson, 2017).


Hence, it could be conclude from the above report that organisational behaviour carries an utmost importance in the regulation and success of business. Due to the lack of management the organisation was not able to achieve the required objective. As happened in the case study between Ken and Dogma International. The client company was not asked the requirements nor were they made to have a check over the project only final submission was made without any prior draft been submitted as a sample. On calling the COO from India to Philippine the expert took a look and made out the way to learn things. Though many issues were created but the employees as well as the managers get to learn from the mistakes and paid attention over the points which were lacking so that the mistakes are not repeated in future.


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