Identify the mission, objectives, and responsibilities of an organisation within it’s environment.
Identify the mission, values, and key objectives of an organisation
An organisation is defined as ‘A group of people working together’ (Collins Dictionary 2001). An organisation is generally accepted as a unit working together to achieve the same goals. Concurring with this statement, Mintzberg (1997) defined goals as ‘the intentions behind decisions or actions, the states of mind that drive individuals or collectives of individuals called organisations to do what they do’.
In order for an organisation to work, set guidelines have to be put in place for both short and long term aspirations, to ensure that the organisation is moving as a whole, a unit, to avoid separation, miscommunication, and misunderstanding.
This can be achieved by administering a meaningful and worthwhile strategic plan consisting of a progressive, hierarchical set of aims. This will give each individual, as well as the organisation as a whole, a purpose. A set of aims can be as follows (Business Essentials 2010);
An example of this would be my current place of employment. Their Vision Statement is as follows;
‘We are committed to providing a modern, efficient, and cost effective service focused on meeting our customer’s needs in a friendly , timely, and accurate manner, and will provide the necessary resources to enable achievement of our objectives.
We will be readily accessible to everyone in the community to maximise social inclusion, minimise barriers to work and assist people to live in decent housing.
We will process claims quickly and accurately, while actively reducing the incidences of fraud or error through investigation. Where fraudulent intent is proven, we will seek to apply appropriate sanctions as a deterrent against future activity.
Where we seek to collect money, we will issue bills promptly and correctly. Where recovery action is required, we will act quickly, fairly, and impartially, but with due regard to social welfare and human rights of our customers.’ (Heather Tiso, 1995)
However something so unobtainable may not be in the forefront of people’s minds. This is summed up in the following article statement ‘Mission statement in some companies has a huge influence in all management levels of the firm, but in others it is still just addition on the wall and usually what’s forgotten.’ (http://www.oppapers.com/essays/Mission-Statements-May-Play-An-ImportAnt/500349)
Values of an organisation are more likely to be remembered, as they are more relatable to people within.
The values upheld by the people within my organisation, are that of trust, respect, pride in work, ability to take ownership, two way communication – to give as well as to receive, to maintain excellent customer service at all time, to help each other out if need be, to feel comfortable and confident enough to speak up if they have any ideas for improvements, to strive for fairness, equality, and diversity, versatility, flexibility, taking responsibility for their own development, to be open minded as our line of service is ever changing. This encourages a culture of people that are able to pull together against constant adversity, and still achieve excellent results, as well as continually exceed Service Level Agreements (SLAs).
The key objectives of my organisation, can be broken down in to the following examples;
Operational Goal – to increase revenue (Objective – decrease number of incorrect subsidy claims by 10%)
Non Operational Goal – to modify behaviour of customers (Objective – to get customers to act and think in a productive manner)
Primary Objective – to maximise revenues with as little expenditure as possible
Secondary objective(s) – to maintain excellent customer service, to strive for 100% accuracy, to maintain excellent working relationships with...
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