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Rainbow Group Principles of management I “Parallel .A.”

1. 2. 3. 4. 5. 6. 7. 8. 9.

Gloryo Stevano Sangkaeng Mesya Bronkhorst Leydi Anisa Paseki Ryan Runtuthomas Gerry Pinatik Cristy Nauli Sihaloho Tithania Makalew Sheilla Moningka Andrew Laatung

#Unklab2016 Ask Chuck

The Charles Schwab Corporation (Charles Schwab) is a San Francisco-based financial services company. Like many companies in that industry, Charles Schwab struggled during the economic recession. Founded in 1971 by its namesake as a discount brokerage, the company has now “grown up” into a full-service traditional brokerage firm, with more than 300 offices in some 45 states and in London and Hong Kong. It still offers discount brokerage services, but also financial research, advice, and planning; retirement plans; investment management; and proprietary financial products including mutual funds, mortgages, CDs, and other banking products through its Charles Schwab Bank unit. However, its primary business is still making stock trades for investors who make their own financial decisions.The company has a reputation for being conservative, which helped it avoid the financial meltdown suffered by other investment firms. Founder Charles R. Schwab has a black bowling ball perched on his desk. It’s a reminder of another long-ago stock market bubble, when “shares of bowling-pin companies, shoemakers, chalk manufactures, and lane operators were thought to be” sure bets because of the “limitless potential of suburbia.” And guess what, they waren’t. He keeps the ball as a reminder not to listen to the “hype or take excessive risk.” Like many companies, Charles Schwab is fanatical about customer service. By empowering front-line employees to respond fast to customer issues and concerns, Cheryl Pasquale, a manager at one of Schwab’s branches, is on the front line of Schwab’s efforts to prosper in a struggling economy. Every workday morning, she pulls up a customer feedback report for her branch generated by a brief survey the investment firm e-mails out daily. The report allows her to review how well her six financial consultants handled the previous day’s transactions. She’s able to see comments of customers who gave both high and low marks and whether a particular transaction garnered praise or complaint. On one particular day, she notices that several customers commented on how difficult it was to use the branch’s in-house information kiosks. Wanting to know more, She decide to “ask her team for insights about this in their weekly meeting.” One thing that she pays particular attention to is a “manager alert—a special notice triggered by a client who has given Schwab a poor rating for a delay in posting a transaction to his account.” And she’s not alone. Every day, Pasquale and the managers at all the company’s branches receive this type of customer feedback. It’s been particulary important to have this information in the economic climate of the last few years.

Discussion Question.

1. Describe and evaluate what Charles Schwab is doing. 2. How might the company’s culture of not buying into hype and not taking excessive risks affect its organizational structural design? 3. What structural implications—good and bad—might Schwab’s intense focus on customer feedback have? 4. Do you think this arrangement would work for other types of organizations? Why or why not?

Answer.

1. Yang didirikan oleh Charles Schwab adalah perusahaan jasa keuangan yang bertujuan untuk melakukan perdagangan jual ataupun beli saham terhadap investor manapun. Struktur organisasi yang di mana para karyawan berfokus pada perdagangan saham dengan menggunakan order melalui sistem komputer otomatis. Schwab corporation juga fokus pada layanan pelanggan yang baik dengan menggunakan sistem informasi perusahaan untuk mengawasi perdagangan untuk dapat memastikan mereka memenuhi kebutuhan pelanggan atau tidak. 2. Budaya konservatif Charles Schwab Corporation akan memunculkan struktur sederhana yang ditandai dengan terjadinya departementalisasi rendah, rentang kendali yang luas, wewenang terpusat, dan sedikit formalisasi. Struktur ini cepat, fleksibel, murah untuk mempertahankan dan memiliki akuntabilitas yang jelas. 3. Fokus Charles Schwab Corporation terhadap umpan balik pelanggan akan menunjukkan struktur yang fleksibel yang mampu beradaptasi dalam lingkungan kerja sehingga sapat memenuhi permintaan pelanggan. Struktur ini akan memungkinkan karyawan untuk menghabiskan lebih banyak waktu dan energi yang ditujukan pada peningkatan hubungan dengan pelanggan dan mungkin memberikan pengecualian untuk meningkatkan kepuasan pelanggan. Di sisi lain, membangun hubungan pelanggan yang kuat membutuhkan waktu dan uang. Dengan membayar begitu banyak perhatian kepada pelanggan akan adanya potensi kerugian efisiensi yang Schwab Corporation harus awasi untuk menjaga transaksi saham yang rendah. 4. Dalam hal ini tergantung dari organisasinya masing-masing. fokus terhadap pelanggan tidak akan bekerja dengan baik untuk perusahaan-perusahaan yang beroperasi pada margin kecil. Sebagai contoh, perusahaan manufaktur yang beroperasi pada fase kematangan dengan siklus fokus kelangsungan hidup industri terhadap menjaga biaya produksi serendah mungkin. Pengaturan ini mungkin juga tidak bekerja dengan baik dalam situasi di mana organisasi yang sudah matang dan sudah memulai proses kerjanya. Namun untuk,perusahaan yang beroprasi dalam margin luas atau basar pengaturan ini akan bekerja dengan baik.