Organization &

Behavior
HND IN BUSINESS MANAGEMENT

Sheran Dunlas

There is only one boss. The customer. And he can fire

everybody in a company from the chairman on down,
simply by spending his money somewhere else.

Task Assigned
Select

an organization in the service

industry and analyze its organizational
structure and shared values.

Contents

Dialog Axiata PLC.

What is an Organizational Structure.

Centralized Organization VS Decentralized Organization.

Structure of Dialog Fixed Line.

Advantages of their structure.

Disadvantages of their structure.

Shared Values of Dialog.

Conclusion.

Reference.

Dialog Axiata PLC

Dialog Telecom PLC operates Sri Lankas Largest and fastest

growing mobile telecommunications network Dialog GSM. The
company is also the largest listed company on the Colombo Stock
Exchange.

In addition to its core mobile telephony business, the company is

also a provider of internet services through Dialog Internet, operates
mobile satellite service and also provides satellite TV connection.

What Is an Organization Structure?

hierarchical arrangement of lines of authority, communications,

rights and duties of an organization. Organizational structure
determines how the roles, power and responsibilities are assigned,
controlled, and coordinated, and how information flows between
the different levels of management.

.
.
.

.
.

Centralized Organization VS Decentralized

Organization

Centralized

Decentralized

Advantages of Their Structure

Easy to locate faults.

Effective control.

Proper decision making.

No duplication in work.

Proper sharing of information.

Disadvantages of Their Structure

Delay in work.

No independent decision making.

No secrecy.

Disagreement in job satisfaction by the employer.

Absence may lead to break in chain.

Shared values of Dialog

Total commitment to our customers:

Being one of the largest service organizations in SL, they are

committed to providing best-in-class service to their customers. This has
won the trust of million of Sri Lankans. At Dialog the customers are their
life blood of the business.

Dynamic and Human-Centered leadership:

The company is also dedicated to nurturing the talents and skills

of its employees in order to best serve its customers. They are guided
by the principles of respect and support for human rights and nondiscrimination.

Commitment to Task and Excellence:

Dialog employs and strongly advocates a learning environment

within the organization in order to help employees excel in their
respective sectors.

Uncompromising Integrity:

They uphold the principles of honesty and truthfulness in all their

business transaction and stakeholders.

Professionalism and Accountability:

Maintain strict business ethics at every level of the organization

in order to ensure that they deliver best service to customers and to be
accountable for their actions.

Teamwork:

It is the team spirit at Dialog and the collective efforts of their

dedicated workforce was the key for their success of becoming one of
the leading companies in SL.

Respect for Concern and Care:

At Dialog no employees is discriminated based on their gender,

religion, culture or other differences. But this has become one of the
key factors that help cater each of their stakeholders.

Conclusion

Hence this being a large service organization, their structure is

suitable for them. Because they couldnt afford to make any
mistakes in the service or decision making, for they compete in a
oligopoly market as well as they are a service organization and deal
with customers directly, a simple mistake can make a huge impact.

But also due to this structure, decision making time will be a bit long
and most customers prefer fast service.

Reference:

Sustainability Report 2010 [pdf] Available at:

<http://www.dialog.lk/content/uploads/pdfs/sustainability_reports/201
0-dialog-axiata-sustainability-report-2010.pdf>[Assessed 4 Dec]

Centralization of an office organization [online] Available at:

<http://www.mbaknol.com/management-concepts/meaning-ofcentralization-and-its-advantages-and-disadvantages/>[Assessed 6
Dec]