HSBC Bank (employee mistakes) Research Paper Example | Topics and Well Written Essays - 3500 words

HSBC Bank (employee mistakes) - Research Paper Example Major flaws of the employees that have to do with customer relations were examined. For instance the research tested the various ways in which the availability of training facilities would help in equipping the employee with up-to-date knowledge on how to relate to the customer in a manner that would motivate the customer to come back for more services (Heppner, Kivlighan, Jr., & Wampold, 1999). The effect of employee stress on the rate of delivery and general productivity rate to meet the demands of customers were also examined as well as the role of organizational systems in ensuring that the right platforms are created to check the conduct and behave of employees to towards customers. By and large, it was concluded that HSBC is currently faced with avoidable losses as a result of common mistakes committed by employees and these mistakes come about as a result of low training for employees and high levels of stress. The company is however in a position to changing the trend by incr easing motivation and training for employees. 1.0 Introduction 1.1 Background Officially, the company that is commonly referred to as HSBC is known and registered as HSBC Holdings plc. HSBC Holdings plc is a British company with headquarters in London; whose major line of business is channeled at banking and financial service provision. This means that HSBC Holdings Plc is a financial organization who has other major companies in the same industry of finance as competitors. The company is touted as an international company with branches spread across the globe. There is a heavy representation of the company in major global economic destinations including Hong Kong, The United States of America, Mexico, Brazil and France. With such branches the company is known to offer prudent financial assistance to â€Å"over 50 million people worldwide to manage and save for their futures with a complete range of personal financial products† (HSBC, 2012). One of the highly commendable stan ds that the company has made over the years is that it has taken advantage of the globalization phenomenon to reach out to even more people who do not have the presence of the company in their countries. With such services such as online banking and online transfer services attached to the regular banking operations, HSBC was rated as the second largest banking and financial service company in the world (Kerlinger, 2006). It was also said that HSBC was the second largest company in public service delivery (LaFountain & Bartos, 2002). All these have been made possible by the 7,200 offices owned by the company in 85 countries with major listing on the London Stock Exchange and secondary listing in the Hong Kong Stock Exchange, New York Stock Exchange and the Bermuda Stock Exchange. On the London Stock Exchange alone, the official 2011 market capital of the company was quoted as ?87.4 billion (Rosenthal & Rosnow, 1991). This such a performance, there remains one thing left for the comp any to do and this is to maintain its statuesque or even think of making it better. 1.2 Problem Statement As the world continues to experience very huge competition in the financial sector with a strive to make good of the recovery of the present global economic recession, this research is seeking to examine the effect of training facilities, employee stress and organizational systems on the number of mistakes made by employees of HSBC and