An Analysis Of The Internal Reputation Of Capita PLC Assignment Sample

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Introduction Of An Analysis Of The Internal Reputation Of Capita PLC Assignment

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A company reputation and responsibility can create opportunities and close them as well, all depending on what the reputation of the company is. Mostly when a company’s reputation is discussed the general belief is the company’s reputation with the customers and its effects. However, a company’s reputation internally can also cause a business to lose its productivity and its success as well as competitive edge. A company’s reputation can be termed as employer branding, which means the company has a strong brand image as an employer. Jonathan (2009) points out that a company that has a good reputation and brand image has several human resource advantages to can help the company improve their productivity. Jonathan (2009) further, adds that it also allows to enhance the organisations marketing functions.

This study will focus on the reputation and responsibility Capita plc limited a company operating in the UK. Capita Plc Limited is a service providing company, it deals with digital, transformation and consulting services all across UK. The company focus is to provide their clients with creative and innovation solutions that can help them to build up their business as well as the public sector. The company is all about transforming citizen experience and transforming customers.

Values of Capita Plc

Open

  • We are honest, transparent and, respectful to each and every individual.
  • We always first listen before we talk.
  • We also welcome people’s differences and encourage diverse input whenever required.
  • We even share information, but we also know when something needs to be kept Confidential.
  • We don’t either spare our silentwhen we have something to say.
  • We sincerely thank others for their contribution.


Ingenious

  • We think about what’s best possible to adopt.
  • We seekopportunities to learn and to teach as well.
  • We always challengeourselves, and each other, to find new innovations.
  • We create such solutions that other people haven’t thought of yet.
  • We learn from our mistakes so that it is not repeated.
  • We striveto keep improving as much as possible.


Collaborative

  • We achieve more and innovative ideas when we work together
  • We askfor, and also offer our support whenever needed.
  • Wesolve problems and related issue by working together.
  • We give and as well as receive useful feedback.
  • We agreeon who doing what, and when has needed.
  • We trustothers to do their jobs as well according to our needs.


Effective

  • We care about doing the best job we can as possible.
  • We deliverreliably using our tried and tested processes, and following our code of conduct rigorously.
  • We identifyhow the work we do that leads to better long-term outcomes.
  • We design our solutions keeping people in mind.
  • We communicateclearly and frequently as and when required, and manage expectations.
  • We see things through, by taking responsibility from start to finish line.

Mapping the situation

Capita Limited is a service driven company that provides consultation advice to business and public services. The company focus are is digital media, transformation and consultation advice to private and public organisations. The company serves a large customer base all across the UK, it is largely involved in social sustainable responsibility activities as well. The company needs to take care of its reputation and responsibility as it operates in a competitive market. Employees want to know how good a company is to their employees. The employees are concerned with a company’s employers brand image and according to that image employees agree to work. The main component of any business organization is the employees. The absenteeism I Capita plc is up to 46% which is very high and the company needs to check this absenteeism before the company loses its position in the market. The company has already lost a lot of its market share and position according to the company’s website.

The chart above shows high absenteeism rate in the company from the year of 2020. Software engineers show a respitory and Depression level which is it at 48 percent discount offer. Depression is at 46% and so on. As per the neurology the case of Capita limited shows that 14%, 12% percent are part of the internet expectations.

Depression: depression can be due to several factors, but however in an organization the main reasons for absenteeism would be excess workload, poor internet facilities, Depression, which is up to 46 percent

Gastro:the issue of Gastro are smoking, using straws to drink, eating fast, chewing gums, drinking contaminated beverages and so on. Many employees chew on gums to decrease stress and to increase focus. However, too much of chewing gum can lead to gastro issues. Secondly, many companies offer their employees to drink their beverages through straws, which is another fact that leads to gastro when people drink through straws for quite some time. Even out dated beverages can cause severe gastro issues if not checked.

Stakeholders

Companies should focus on the stakeholders that have a direct impact on the company and can impact its actions against the company’s will. For example if a company is operating in a foreign company like McDonalds in India. McDonalds ran into trouble when operating in India. A couple of decades ago India was a very traditional country and the so the government and other political groups should have been among the key stakeholders of McDonald’s that it should have considered. However, McDonald’s did not and they faced the consequences of the impact of these stakeholders had on the business in India. Hence, a company needs to identify and categorize the various types of stakeholders and their impact on the company and its operations.

The key stakeholders of Capita Plc can be seen by the table above, its customer’s shows that it is most valued stakeholder from the year of 2019 to 2020. Second key stakeholder of the company is the government services. Third is the people solutions department, fourth stakeholder is the technological solutions team that conducts checks and solves any technical issues, fifth is the software department that deals with the purchase and development of new and existing software, sixth is the special services team that provides special services and a back team to the company in case of any shortage of support, seventh stakeholder is the group trading and central services department.

Stakeholder Power Matrix

The stakeholder power matrix shows the influence a stakeholder has on the company. the matrix determines whether the stakeholder has a high or low impact on the company and according to that the company can make the decision to manage their stakeholder. The stakeholder power matrix below shows the various stakeholders of Capita plc and the influence they have on the company.

Stakeholder

Power

Urgency

Legitimacy

Label

Employees

High

High

High

Dominant

customers

High

High

High

Definitive

Government

Moderate

Moderate

High

Dominant

People Solutions

Moderate

Low

Moderate

Discretionary

Source: Mitchell, Agle, Wood (n.d.)

SIPOC Table

Suppliers

Inputs

Processes

Outputs

Customers

· Software Applications

· Agents

· HR consultancies

· Management System Providers

· Helps online meetings

· Provide clients

· Provides development to employees

· Provide Employees

· Allows the managers to manage the staff and process

· Software Applications Providers: software applications are provided by providers that are installed in the system that allows connectivity with customers

· Agents: promote the company’s products and connect the customer to the management team

· Human resource consultancies: the company informs the HR consultancies of the experts they need and the HR consultancies finds the employees and sends them to the company.

· Software Application Providers: Facilitates communication between the company and their customers

· Agents: Provides a bridge between the customers and the company

· HR Consultancies: provides the company with the necessary employees to meet the company’s aims and objectives

· Management System Providers: allows the management team to manage the whole operations of the company through these systems

· Small and medium sized private enterprises

· Public limited companies

Source: MacMillan et al., (2004).

The Trust Matrix of Capita Plc

The trust matrix gives a deep insight into the level of trust and distrust the company is operating at. This matrix can help the management make changes and new implementations for improvements.

Measuring and Managing

Reputation with WHOM

The company in concern needs to maintain good reputation with both its internal stakeholder as well as its external stakeholders. Reputation plays a key role in the success or failure of a company. A company that has a good reputation would have a very good internal team and external they would be high competitive, successful and have a strong market share, because of a strong reputation. Internally the company should have good reputation among its employees so that the employees can provide higher level productivity and performance levels. The employees should have high job satisfaction through the facilities provided by the company. good working environment, good salaries, good incentives, rewards, quality life, and other benefits that the company holds a reputation of being a brand employer, where its brand image is high among employees and when the company looks to recruit the best talents from around UK should approach the company. Further, a company with good reputation would not have to struggle hard to implement strong employee engagement and employee retention procedures and techniques in the company.

Externally the company should have a good reputation with the society, government, customers, and other factors that is within the environment of the company. The company should have a good reputation of providing the customers with the best value for the money, best products, best services, best policies, best offers, and most of all the company should hold the reputation of being a customer centric company. The company should have a good reputation with the government so that the government can provide the company with several favours and better policies, better tax rates, support during hard times, support during political unrest, provision of loans, and other subsidies, and other support when necessary. The society that the company operates in should look upon the company as a highly reputed and responsible company. a company that takes care of its duties and treats the rules and regulations with utmost respect. The society should look up to the company as a best citizen entity and a company that cares for the society, environment, its employees, its customers, and to each and every stakeholder connected to it.

Reputation for WHAT

Good reputation with the employees will encourage the employees to work better and to lift up their performance as well as productivity level. The employees of a company plays a key role in the success of the company. The employees are said to be a company’s biggest asset and not a liability as it is the efforts of the employees that satisfies the customers and draws more customers to make repeated purchases. This repeated purchases or first time purchase brings in profits as the products are sold. During recruitment and selection time the employees of a reputed company will help the company find the best talent internally. The employees would be glad to refer their company to their friends and family members with a good note of suggestion to join the highly reputed company. Further, the leaders of the company would not find it hard to achieve employee engagement, employee retention, reduce employee absenteeism, and increase employee motivation. A reputed company where the employees are provided with a very good place to work with the best reputation the employees will very quickly respond to positive leadership by their leaders and thus it would be a much easier task to achieve the best out the employees with the minimum of efforts.

As it is a known fact that a company earns its profits from its customers, when a customer makes a purchase the amount of that purchase is shared between the cost of the product and the profits of the product or service. The profits goes to the seller and the product cost to the development of more products later. The more the purchase the customer make the more the profits the seller earns. Hence, the role of the customer is very crucial to the survival of any business. Hence, every company looks to have more loyal customer since loyal customer make repeated purchases and are the ones that do not settle for substitutes or for the products of rival companies. Hence, loyal customers are the customers that bring in the most profits. A company that has good reputation among its customers will draw them to make purchases again and again thus increasing the profits margin of the company. Hence, the company having good reputation with their customers would be highly profitable.

Reputation for what PURPOSE

Every business is established or set up to earn profits and to be highly successful. A business organization can never become a success of earn high profits if it has a bad reputation. For example when Coca Cola company products was found with some unwanted stuff in the bottle the sales of the coke dropped to so low that many of its rivals had taken over the market in that short duration. When people became health conscious and began to take care of what they eat the fast food centres were badly hit even the giant fast food centre like McDonalds was hit very badly and the company faced several losses. However, since the company had a stronger good reputation for a longer period of time the company could make a comeback. Both the companies Coca Cola and McDonalds both the companies came and began to earn profits and their market share back since they had held a better reputation among its customer, the government, the society, and among the employees as well. This is the prime purpose that a company would need to earn good reputation in the society it operates in.

Corporate Charter Scale(Davies and Chun 2004)

I surveyed 6 employees and 3 leaders from Capita.

Employees (ceo-3 and -4)

Leaders (ceo-2)

Pleasant

2

3

Cool

2

3

Corporate

3

4

Prestigious

2

4

Inward Looking

4

2

Casual

3

3

Tough

5

3

Interpretations: the working environment of Capita plc is stated to be averge by the employees and has been stated as above average by the leaders. Thus, suggesting that the satisfactory level fo the leaders and of the employees are not highly satisfactrory. So, the company needs to wrok on the atmosphere they create for their employee and customers alike.

Cool: the rating for a cool environment is average once again by the employees and above average by the leaders and 2 ceo’s. The leaders are the ones that have more free time than their subordinates so this can determine higher level of stress and work load on the employees.

Corporate: once again the employees rate corporation in the company lower than the leaders, which once again suggest that the employees do not find the necessary corporation in the company, but the leaders do as they are holding a higher position of authority.

Tough: this points clearly determines that the employees are facing a higher level of stress and workload in Capita and hence they find work very trough, while the leaders find it just above average.

Rank of Capita Plc

To measure the above “Trust and Distrust Matrix’ a questionnaire with the employees of Capita would help in understanding the level of Trust and Distrust. Below is the questionnaire with 10 employees from Capita based on their Trust and Distrust level.

1= Strongly Disagree___ 3= Strongly Neither___ 5= Strongly Agree

1

2

3

4

5

Emotional Appeal

I have a good feeling about the company

3

Respondents

5 Respondents

2 Respondents

I admire and respect the company

3

5

2

I trust this company

4

3

3

Product & Services

Stands behind its products and services

7

2

1

Develops innovative products and services

8

2

-----

Offers high quality products and services

9

1

-----

Offers products and services that are good value for money

10

-----

-----

Vision & Leadership

Has excellent vision

7

2

1

Has clear vision for the future

7

2

1

 Recognizes and takes advantages of market opportunities

7

2

1

Workplace Environment

Is well managed

8

1

1

Looks like a good company to work for

6

2

2

Looks like a company that would have good employees

5

1

4

Social Responsibility

Supports Good Clauses

3

3

4

Is an environmentally responsible company

7

3

-----

Maintains high standards in the way it trusts people

4

2

4

Financial Performance

Has a strong record of profitability

5

2

3

Looks like a low-risk investment company

4

2

2

Tends to outperform its competitors

5

2

3

Looks like a company with strong prospects for future growth

5

2

3

The questionnaire chart above shows that Capita does not have a good employer brand image among the employees. Neither does it have good image with the existing employees not with employees looking for jobs. However, the company does produce good products and does provide quality services and products to its customers and the company also has strong corporate social responsibility activities, but its employee satisfaction level is very low and it would be hard the company to recruit, retain and to engage employees in the present and in the future if the same trends continue.

The Relate Framework

Customers

Customer’s desire products or services that would fulfil their needs, demands and desires. Customers have different needs and each customer would be satisfied if the products or services are suitable to them. Hence, the behaviour of the employees towards the customers is essential, and their communication skills would create a better position for the organization. It will help to help to build trust and a good understanding of the external forces. The company's efficiency would increase due to the increase in loyalty and product extension. They can increase the number of customers as the business managers can handle them and keep a good name for the company. Hence, demotivated, low productive employees, poor quality products or services will directly impact the customers.

In reverse the customers as stakeholders will have a huge impact on the company as the lesser the customer loyalty the lesser the profitability. Customer’s that not satisfied will make repeated purchase and will tell others too about the poor quality of the company. Thus, customers as stakeholder would impact the company in this manner.

Community & other stakeholders

Several others are involved in the company, the investors, the customers, the shareholders, the media, the municipal, the pressure groups, or perhaps the whole community. Several groups are involved in the organization's functioning and keeping a good reputation. That is the main reason for promptly managing the corporate's status would flourish the overall appearance of the firm. It will be helpful in the public relations positively, reaching too many other customers by orally giving a good statement regarding the company and the information spread on the web. To handle the corporate's reputation as the exterior shareholders is crucial as the parties are very impulsive and trustworthy and the happenings at any given time. For instance, during the initial period of the calamity of Seylan Bank, the Mass media was very hyper and had a very impressive hold on the business front (Daily Mirror and Sunday Times, 2008). These stakeholder are not much affected by the organisation, but the organisation is much affected by the belief that these stakeholders have on the company. As these stakeholders too will speak of the reputation and the responsibility of the company towards its internal stakeholders.

Corporate Responsibility

Staff development is indeed aided by good ethics. Whenever a manufacturing department makes an error on the conveyer belt that results in the production of samples of faulty products by mistake, he will choose to remain silent to escape prosecution if he believes the organisation is ethically wrong and lacking in clarity (CIPS. 2007). Besides that, whenever an employee’s think the organisation is morally acceptable, he is more willing to accept responsibility and perhaps even top performers who knowingly and willingly interact in whistle-blowing.

It is really vital to evaluate providers' ethical principles (scrutiny of suppliers). This really is critical because many organisations rely on raw - materials resources. For example, software companies must ensure that components acquired from distributors have indeed been thoroughly checked and produced to rigorous expectations. This encourages employees to work for a firm. When HP's battery packs overheated and went up in flames, for example, the company suffered serious internal and external injury.

Whereas HP accused the distributor for the defective battery cells, workers, clients, and regulatory agencies lost confidence in the organization (CIPS, 2007). The current distribution methods ought to be ethical as well. The using dispersion and process variable that encapsulate the values of justice, honesty, openness, and truthfulness, for example, could significantly contribute to better inner and outer reputation. Staff members could regard enterprises which have decided to invest in much more storage facilities to decrease their participation of pollution due to carbon emissions from long-distance transportation as having compassion.

Corporate social responsibility agenda to motivate employees

CSR leads to the development of the workforce, as it leads to employee engagement, which motivates employees to apply themselves fully to the demands of the workplace (Glavas, 2016). While research on CSR and employee motivation, satisfaction, and engagement is relatively new, the few studies that have looked at the association have shown that there is indeed a positive relationship between these variables. In effect, employee engagement and motivation happen when they are made to understand the significance of CSR (Glavas, 2016; Kweyama et al., 2015). Specifically, when employment practices go beyond stressing organizational values to emphasizing employee welfare, work experience placement, and career development, this would signal to employees that the company cares about them. In turn, they are likely to be motivated in the workplace (Glavas, 2016).

In addition, when CSR practices elaborate to employees the significance of supporting the community, they find more meaning in their work. In this way, CSR practices would serve as a conduit through which the workforce is influenced to find meaning, as they are made to feel that they are an active contributor to the greater good. When employees understand that they contribute to the greater good, they are likely to be satisfied with themselves. , in turn, improves their self-concept leading to a greater capacity to identify with self (Kweyama et al., 2015).

Recommendation

Capita Plc needs to build up their reputation by taking more responsibility towards their employees. The working culture needs to change so that there would be good teamwork and higher level of dedication and commitment. These ideas can be driven by experiences, stakeholder perceptions, observation and experiences. However, that is not sufficient in order to achieve high reputation and responsibility. This behaviour is driven by mainly two factors the first one being motivation and a career oriented person and the second is like the food we ordered from a company and I is still low. The company needs to start focusing on its development programs and other factors that would help the car get more reputation much easily. The employees would be glad to refer their company to their friends and family members with a good note of suggestion to join the highly reputed company. Further, the leaders of the company would not find it hard to achieve employee engagement, employee retention, reduce employee absenteeism, and increase employee motivation. A reputed company where the employees are provided with a very good place to work with the best reputation the employees

Reflection

Capita plc Limited is a service driven company and hence it comparing it with another service providing company would be justified. Amazon like Capita has its main assets in its employees both companies are not into manufacturing any products neither is into exporting or importing products. Capita is a consultancy while Amazon is a shipping company that operates all around the world. The employees of Amazon from the time it was established have shown high respect and appreciation to Amazon, which determines that Amazon reputation and responsibility is much higher that Capita.

Amazon is known for providing its employees with best salaries, plenty of stress buster programs, best training and development programs, high flexibility work, good medical allowance and opportunities, and high level of motivational and inspiring activities. Capita on the other hand is known to put a lot of work pressure on their employees with little or no stress buster programs, low number of training and development programs, lack of flexible work, and lack of motivation and inspiring activities.

A company that can satisfy their employees and customers are the companies that will grab the market share and the ones that will rise to the top and dominate the market. Following a customer centric strategy where customer satisfaction is the sole goal of the company will surely have products and services are suitable to the customers and the sale so these services and products are confirmed. Hence, it is necessary that the company should have a good reputation in order to survive in the market. Hence, every company looks to have more loyal customer since loyal customer make repeated purchases and are the ones that do not settle for substitutes or for the products of rival companies. Hence, loyal customers are the customers that bring in the most profits. A company that has good reputation among its customers will draw them to make purchases again and again thus increasing the profits margin of the company. Hence, the company having good reputation with their customers would be highly profitable.

Conclusion and Recommendations

The case of Capita concludes that the company does not follow an environment where the employees have a good working environment. The case shows several areas where the employees maybe under very high pressure to deliver the best, which has led to high stress and unsatisfactory work for them. The employee’s response to the questionnaire determines the low satisfactory of the employees, while the leaders of the company shows higher satisfactory level. Further, the dip in Capita market share is another sign that the company is losing favouritism with the employees and other stakeholders due to its ways of operations.

Strategies to improve internal reputation

Capita would have to reduce the stress on its employees. The company should realize that it is not only the customers that bring them profits, but the employees too. It is the employees that produce good products and service that are preferred by customers and are purchased. So the employees of a company are their main assets to success. An organization is a collection of several parts and each part has a role to play and each role is critical. Capita should either reduce its work load or hire more employees to balance the workload on its employees. The employees should be provided with more benefits, rewards like holidays, picnics, parties, and so on.

References

CIPS. (2007). Ethical Business Practices in Purchasing and Supply Management. Retrieved from https://www.cips.org/documents/about%20cips/ethical_bus_prac%20printed.pdf

DeMatteo, J., Eby, L. & Sundstrom, E. (1998). Team-based rewards: current empirical evidence and directions for future research. Research in Organizational Behavior, 20(1), 141-183.

Gadirajurrett, H., Srinivasan, R., Stevens, J. & Jeena, N. (2018). “Impact of Leadership on Team’s Performance.” Engineering and Technology Management Student Projects. 1912. Retrieved from: https://pdxscholar.library.pdx.edu/cgi/viewcontent.cgi?article=2911&context=etm_studentprojects

Glavas, A. (2016). Corporate Social Responsibility and Employee Engagement: Enabling Employees to Employ More of Their Whole Selves at Work. Frontiers in Pyschology. Retrieved from: https://www.frontiersin.org/articles/10.3389/fpsyg.2016.00796/full

Jeganathan, G. (2018). A Comparative Study on Motivation Theory with Maslow’s Hierarchy theory and Two factor theory in Organization. Indo-Iranian Journal of Scientific Researc, 1(1), 204-208.

Kweyama, F., Cassim, S., Munapo. E. & Mutambara, E. (2015). Impact Of Corporate Social Responsibility On Employee Engagement: A Case Of Eskom In South Africa. Corporate Board: Role, Duties & Composition, 11(2), 80-98.

Nart, S & Batur, O. (2013). The relation between work-family conflict, job stress, organizational commitment and job performance: A study on Turkish primary teachers,” European Journal of Research on Education, 2(2), 72-81

Paul, K. (2020). Twitter announces employees will be allowed to work from home ‘forever’. The Guardian. Retrieved from: https://www.theguardian.com/technology/2020/may/12/twitter-coronavirus-covid19-work-from-home

Reiss, S. (2004). Multifaceted nature of intrinsic motivation: The theory of 16 basic desires. Review of General Psychology, 8(3), 179-193.

Thomas, W. (2002). The rise and fall of Enron. Journal of Accountancy. https://www.journalofaccountancy.com/issues/2002/apr/theriseandfallofenron.html

Uslu, O. (2019). A general overview to leadership theories from a critical perspective. Marketing and Management of Innovations, 1(1), 161-172.

Article 1 Daily mirror (2009) & Article 2 Sunday Times(2008).

 

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