Article Abstract:
Companies that have complaint processing programs improve employee morale and performance. Complaint and suggestion systems also help identify and resolve problems that hurt the company. The five steps of a complaint system are: (1) identifying the complaint; (2) investigating the complaint; (3) supplying all concerned parties with the results of the investigation; (4) developing responses to the complaint; and (5) monitoring complaint responses. Complaint processing may also uncover related problems not mentioned in the original complaint. Complaint and suggestion systems build a company's reputation for fairness and competence with employees and customers.
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Article Abstract:
The management technique for productive individual and organizational performance, referred to as management by objectives (MBO), is subject to many flaws, including the failure to recognize varying types of goals and the incorrect matching of goals to workers with dissimilar needs. To make MBO more effective and efficient, these flaws should be overcome by recognizing that there are three types of performance planning (developmental, maintenance, and remedial) and three planning levels (routine, project, and personal). Moreover, the number of goals identified during the planning process is dependent on the variables considered.
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Article Abstract:
The writing techniques employed by Benjamin Franklin are presented for emulation by contemporary business communicators. According to his Autobiography, Franklin learned to write by rewriting the essays in a popular magazine of his era, by constantly working to improve his own vocabulary as he read, and by using simple words and phrases in his writing so as not to obscure meaning. When writing to persuade, Franklin believed in using suggestion rather than assertion. He attributed much of his success in business and government service to his ability to write well.
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