Assessment of Organization Process. The Art of Effective Listening Research Paper

Assessment of Organization Process. The Art of Effective Listening (How does it work in the Wal-Mart Stores) - Research Paper Example The process entails continued collection and utilization of information and ideas from customers, employees, competitors, interest groups and policy makers with a dream to improve the eminence of workforce productivity (Duke & Robson, 2012). This paper therefore seeks to provide a detailed account of organizational behaviour process of listening as entrenched in the operational philosophy of Wal-Mart. Particularly, the paper focuses on relevance of this behaviour process in relation to branding, pricing, marketing, operations, customer satisfaction and revenue performance. In conclusion, the paper examines how the art of listening as impacted the quality of work relations and productivity from the managements’ and staff perspective. Wal-Mart and the art of Listening Wal-Mart is a multination corporation dealing in a wide range of consumer products with its headquarters in Bentonville, Arkansas. Since its inception in 1962, Wal-Mart has steadily grown to become the worldâ€℠¢s largest retail chain store by revenue estimated at US$446.95 billion as at 2012FY as reported by Duke and Robson (2012). The corporation operates more than 8600 retail stores in 27 countries with major divisions in the US, UK, China, Canada and Mexico. That notwithstanding, Wal-Mart is governed by a 15-member board of directors, managed by 37 executive officers and a total of 2.2 million associates under the able leadership of the CEO (Duke & Robson, 2012). The magnificent success of Wal-Mart has come a long way especially with its legendary concerns for the varied income status of the customers. With over 200 million customers worldwide, Wal-Mart has managed to keep a leading edge in the global retail market. Wal-Mart offers a balanced mix of variety and quality at competitive prices well attested by its low prices. This has been made possible through the art of listening to the concerns of customers while appreciating the tireless efforts of the staff and management to make Wal -Mart the shopping destination of choice as observed by Duke and Robson (2012). At Wal-Mart, issues are handled with urgency and each member of staff is encouraged to prioritize the needs of customers. Gereffi and Christian (2009) states that the first core value of Wal-Mart relates to quality customer service through a personalized approach that will make the customer keep coming. The organization encourages customers to give feedback so that the Wal-Mart can improve its values, services and productivity in line with customer needs. Not only does the management listen to customer queries, it is also committed to ensure that the organization exceeds the best expectations of customers as ascertained by Diana (2007). The essence of this behavioural process is coined in the marketing strategies of the company which transcends all the departments including operations, productions, quality assurance, marketing, customer care and HR department. The company recognizes that its employees ar e the success factor of Wal-Mart. As such, the organization supports all employees through an open-door policy where employee concerns are handled amicable without victimizing the concerned employee. When employee concerns as handled promptly and in the best way possible, employees feel appreciated and cared for. In addition, this behavioural