An organization is basically a group of people working together for achieving common goals. Laudon and Laudon (2002) stated that an organisation is, “A stable, formal structure that takes resources from the environment and processes them to produce outputs.” This technical definition focuses on three elements * Capital and labour are primary production factors provided by the environment
* The organisation (the firm) transforms these inputs into products and services in a production function
* The products and services are consumed by environments in return for supply inputs
Laudon and Laudon (2002), “An organisation is a collection of rights, privileges, obligations, and responsibilities delicately balanced over a period of time through conflict and conflict resolution.” Based in Mumbai, India, WNS Global Services is the first BPO (business process outsourcing) company in India. Started in 1996 as a captive back-office operation for British Airways it has later grown to become a billion dollar enterprise. WNS provides support for business operations of many leading global companies such as Virgin Air, Etihad, FedEx, and British Airways. WNS operates five main business units - travel, insurance, financial, knowledge and enterprise services - and has extensive knowledge of the issues affecting each sector. WNS has more than 10,000 employees and operations in US. UK, Sri Lanka and Romania. While the Chairman, Mr Ramesh Shah, is in New York, the CEO, Mr Neeraj Bhargava is based in Mumbai (Allbusiness.com, 2006)
With five different verticals handling diverse business processes, the organisation structure is very tall, matrix structure. Matrix structure is a form of organization structure based on horizontal and vertical relationships. The matrix structure is linked closely to matrix management, and is related to project management. It emerged on an improvised rather than a planned basis as a way of showing how people work with or report to others in their organization, project, geographic region, process, or team (bnet business dictionary, 2009). Each business unit or vertical has a head, reporting to the COO, Mr Anup Gupta, who reports to the CEO, Mr. Neeraj Bhargava himself. Apart from this the Heads of various functions such as HR, Finance, IT etc also report to the CEO. Each vertical has its own support functions such as Admin, HR Finance etc (Allbusiness.com, 2006)
‘A pattern of basic assumptions - invented, discovered or developed by a given group as it learns to cope with its problems of external adoption and internal integration - that has worked well enough to be considered valuable and, therefore, to be taught to new members as the correct way to perceive, think and feel in relation to those problems.’ (Schein, 1985, p. 9) As it started off with a handful of employees, the culture was relaxed & informal in nature. Due to the massive growth, increased competition & workload, it’s slowly turned bureaucratic, restrictive in nature. But certain elements of the original culture still exist. Subordinates usually address their seniors by their names as people don’t like to be referred as “Boss” (Organizational Language). Every Monday a batch of new joiners undergoes an induction process where they are briefed about the company, policies and procedures (Do’s and Don’ts). The entire day apart from briefing, there are a few games played to break the ice and develop bonding between the new joiners conducted by the HR?
The HR organizes a Reward & Recognition function every quarter. Apart from that there is an annual party of the company. Most employees working in the company are friendly and helpful to each other leading to cordial working atmosphere.
* According to the Double S Cube theory, WNS falls under Mercenary culture. This has low sociability and high solidarity leading to: * Functional spaces that do the...
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