Sales training and feedback is an important aspect of a successful business. Sales based businesses are dependent on effective customer relations. Implementing a training program that is focused on customer service could help increase sales revenue for the business as a whole. The purpose of this research study is to make recommendations for improving the process of initially greeting a customer in order to create a more positive experience from start to finish. It also examines the importance of feedback in regard to increasing desired behavior of a salesperson. After conducting a PDC with the owner, management and salespeople; recommendations for improving upon customer greetings was given to the management team.

(in English): The diploma thesis deals with the analysis of the organizational culture of a small company with a specific focus. The organizational culture is a hard-to-grasp concept that affects the operation of every company. The aim of the thesis was to perform a diagnostics of the small company and provide a description of the organizational culture of this particular company, the orientation of this culture, influence on the efficiency of the company and also to try to reflect possible changes of the culture during development of this company. The analyzed company has only 11 employees and two members of the management, therefore I have described the analysis as an empirical probe. Tomake the probe as complex as possible, quantitative and qualitative methodology has been used. Due to the combination of both types of methodology, it is possible to reflect the changes in certain aspects of the organizational culture that occurred during its development and the employees' preferences regarding the future form of the organizational culture. The quantitative part of the thesis is based on Cameron and Quinn (2006) and uses the set of OCAI indicators made by them. The hypothesis that the dominant type of culture in the company will be the market type has not been confirmed. The results of the set of...

abstract: This dissertation examines the factors related to the success of host country field offices established by international Non-Governmental Organizations (NGOs). Further, this dissertation examines NGO field office mission success in the context of working with foreign host governments and clients. This dissertation is a case of the field offices of The Nature Conservancy in South and Central America. The principal research aim is to identify the primary factors that are related to success of field offices. Success is identified as a multidimensional concept. A conceptual model for success is developed. The conceptual model derived causal factors from the literature and captured categories of variables such as: (1) managerial tactics and techniques dictated by the NGO and adopted by field office leaders; (2) the distance between cultural features of the host country and those of the country of origin of the field office manager and personnel; and, (3) characteristics of the host country government. The dissertation: (1) utilizes a working definition of NGO drawn from the scholarly literature in the field; (2) describes the role of field offices (located in host countries) in the calculus of "home office" goal achievement; (3) discusses the types of "change"--delivery of goods, delivery of services, changes in behavior, changes in norms or attitudes--that field offices may have and how they differ in the challenges they create for field office managers; and, (4) develops a conceptual definition for success. This dissertation is concerned with the factors associated with success in the international NGO's field office. A model of success predictors is tested in this work. The findings suggest that the field offices mission success may be affected by local culture but this was not an issue for the organization studied. Mission success as perceived by the field seems to be a product of organizational culture. The contribution of the research to academic literature is that this study is both an exploratory and descriptive study of how NGO mission is carried out in the field and the impacts of national and organizational culture on mission success. / Dissertation/Thesis / Ph.D. Public Administration 2011

Using modeling and computer simulation, this research focuses on studying two different views to organizational design and their implications for performance in the context of academic institutions. One view represents the manifest structure that includes resources (students, faculty, administration, facilities, finances, partners, donors, etc.); the other view represents the latent structure that focuses on dissent. The dissertation addresses the following two questions; 1. What are the tangible dynamic interdependencies constituting the manifest structure within academic institutions and their impact on performance? 2. What is the impact of the latent structures composed of intangible organizational processes, especially dissent, on performance? The dissertation proposes generic system dynamics simulation models untangling the complexity of the topic by tackling various slices of the problem in separate papers. The models are based on three different theoretical frameworks addressing resources and their composition, dissent, and stakeholder engagement. It is observed that while both the manifest and the latent parts of the university organization impact its performance, the latent part, being invisible, is often ignored. In the long run, the influence of the latent part of the organization can slowly but seriously compromise intangible performances components like quality, reputation, and attractiveness. When the manifest part of the organization is dysfunctional, its tangible performance rapidly suffers. The damage control policies will often impact the latent organizational performance leading the institution into a vicious cycle. The presence of time delays in this framework may create an oscillatory behavior that might modulate a growth or decline trend. Performance measures addressing intangible performance components must be factored into the organizational design since faculty, students, and other stakeholders are not only driven by financial rewards, but also by the organizational environment. The research, besides addressing the important question of the role of latent elements in organization design and demonstrating this can be done using system dynamics modeling and computer simulation, should also be of value to the design and management of higher education institutions.

Using modeling and computer simulation, this research focuses on studying two different views to organizational design and their implications for performance in the context of academic institutions. One view represents the manifest structure that includes resources (students, faculty, administration, facilities, finances, partners, donors, etc.); the other view represents the latent structure that focuses on dissent. The dissertation addresses the following two questions; 1. What are the tangible dynamic interdependencies constituting the manifest structure within academic institutions and their impact on performance? 2. What is the impact of the latent structures composed of intangible organizational processes, especially dissent, on performance? The dissertation proposes generic system dynamics simulation models untangling the complexity of the topic by tackling various slices of the problem in separate papers. The models are based on three different theoretical frameworks addressing resources and their composition, dissent, and stakeholder engagement. It is observed that while both the manifest and the latent parts of the university organization impact its performance, the latent part, being invisible, is often ignored. In the long run, the influence of the latent part of the organization can slowly but seriously compromise intangible performances components like quality, reputation, and attractiveness. When the manifest part of the organization is dysfunctional, its tangible performance rapidly suffers. The damage control policies will often impact the latent organizational performance leading the institution into a vicious cycle. The presence of time delays in this framework may create an oscillatory behavior that might modulate a growth or decline trend. Performance measures addressing intangible performance components must be factored into the organizational design since faculty, students, and other stakeholders are not only driven by financial rewards, but also by the organizational environment. The research, besides addressing the important question of the role of latent elements in organization design and demonstrating this can be done using system dynamics modeling and computer simulation, should also be of value to the design and management of higher education institutions.

許多企業的經理人一直在尋求有效的政策以促進員工彼此分享知識。在組織中實施激勵知識分享的政策，因為存在著許多的個人與組織的因素，兩者相互作用會影響組織的成員知識分享的行為，政策的效果很難掌握。在實務上，不同的組織激勵的政策或手段的效果，欲通過田野調查或實驗設計來評估政策所帶來效果及對組織成員行為的影響不容易實現。因此，本研究嘗試運用一項新穎的研究策略-代理人基塑模(agent-based modeling)，經由建構一個人造的世界來模擬組織成員知識分享的行為。在這個人造的社會中，研究者考慮了知識分享的報酬、組織成員的行為策略、行為策略的學習與適應機制、不同組織的群體能力水準、互動的網路、知識的選擇模式與不同的組織激勵政策設計等變數，藉以設計相關的實驗。模擬的結果產生了的幾項有趣的發現： (1) 當分享知識的報酬愈高時，代理人知識分享行為會愈多，無論是在那一種的互動網路、群體能力或分享知識的選擇模式的情況之下。(2) 代理人的互動網路是一項重要影響因素，互動網路扮演著知識流通與行為策略學習的管道，它同時會影響個體知識分享的報酬與行為策略的學習。它可能促成不分享的策略的擴散，可能會提升組織激勵的效果，也可能會增強激勵所帶來的副作用。(3) 個體的知識分享與吸收的能力如果存有差異，則能力較好的代理人將會局部地吸引能力較差的互動對象採用他的策略，即使他所用的不是可以獲致最佳報酬策略。(4) 為促進組織成員分享知識，定期審視固定獎勵的作法可以導致比較好的效果，不但可以提升分享知識的行為，也使代理人比較願意採用傾向分享知識的策略，促成組織信任的氣氛。但是，在某些情況下，可能造成反效果。(5) 最後，根據實驗的結果與研究的發現，研究者建構了一個知識分享之組織行為模型，以做為後續實證研究之參考架構。 / Mangers always look for effective policies to prompt knowledge sharing between members in an organization. It is difficult to evaluate the effect of incentive policies for stimulating knowledge sharing because there are many individual and organizational factors. In practice, it is not easy to assess the effects of different incentive policies or methods by the methods of experiment or field investigation. Therefore, a novel research strategy is applied in this study, which is called agent-based modeling. An artificial world was constructed to simulate the knowledge sharing interactions between members in an organization. This study considers some parameters including the payoff of knowledge sharing, the strategies of members, the learning and adaption mechanism of strategies, collective capabilities, interactive network, the selection methods of sharing knowledge and incentive policies to design experiments in the agent-based model. The results of simulations produced some interesting findings: (1) the higher the payoff of sharing knowledge, the more the actions of sharing knowledge is in spite of any kind of interactive networks, collective capabilities, and the selection methods of sharing knowledge. (2) Interactive Network of agents is an important factor, which plays a role of channel of knowledge transition and strategy learning. It simultaneously affects the payoff of knowledge sharing and learning of strategy. It maybe results in the diffusion of strategy of not sharing knowledge, or enhances the effect and side effect brought by incentive policies. (3) Because of difference between agents’ capabilities, agents with better capabilities will locally attract the ones with worse capabilities to learn their strategies, which even are not the best. (4) To enable sharing knowledge between members in an organization, periodic reward will get better results. It does not only increase the action of sharing knowledge, but also make agents to adop the strategies trending toward sharing knowledge. Periodic reward is helpful to form a trustful organization climate. However, in some circumstances, it may get minus effects. (5) Finally, according to experimental results and research findings, an organization behavior model of knowledge sharing has been constructed for the empirical studies in the future.