Organizational Behavior Observation of Genpact

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Workplace Observation

MGT Organizational Theory & Behavior

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Introduction to Organizational Behavior: Organizations are collections of interacting and inter related human and non-human resources working toward a common goal or set of goals within the framework of structured relationships. In Simple words, an organization working together to achieve a common purpose.

According to W.Jack Duncan,

“Organizational behavior is an inter-disciplinary field that draws freely from a number of the behavioral sciences, including anthropology, psychology, sociology, and many others. The unique mission of organizational behavior is to apply the concepts of behavioral sciences to the pressing problems of management, and, more generally, to administrative theory and practice.”

Organizational Behavior can also be defined as:

“Actions and attitudes of individuals and groups toward one another and towards the organization as a whole, and its effect on the organization's functioning and performance.”

(Reference: businessdirectory.com)

My Personal Interpretation of Organizational Behaviour: To simplify the concept, Organizional behavior can be regarded as the study of human behavior in organizations.

Today’s modern workplaces are characterized by factors such as ethical behavior, globalization, technology utilization, diversity, high performance, work-life balance and so on. Organizational behavior as a separate subject of study has importance because it helps us to understand the challenges of the dynamic environment faced by the people and organizations. In such conditions, people in an organization have to change, learn and continuously develop themselves in the quest for high performance and promising future.

Organizational climate at Genpact: Genpact manages business processes for companies around the world. Genpact has been at the forefront of Customer Relations since its inception in 1997, servicing both industrial and financial services customers.. In the Customer Relations area, Genpact delivers end-to-end customer service solutions, from new business application processing to high-end analytics, including both voice- and non-voice- [emails, letters, faxes] based processes. The process which I work for is that of Private Label Credit Cards. It is a customer care helpline unit. It is a U.K. based process. My profile includes extensive customer account management, query management services and online service support specifically designed for different types of credit card and store cards. I have to answer customer queries as well as process and update account information for a complete range of customer requests received through inbound customer calls.