Abstract it will be paramount to give strategic


This paper presents an overview of RBS CITIZENS that comprises of the relevant history of the business, the mission of the RBS CITIZENS and the stakeholders of the organization. The paper further talks about the helpful organizational practices by RBS CITIZENS. These organizational tendencies entail working in teams, effective managerial practices, building customer trust, efficient communication and training of the workforce.

Furthermore, the challenges facing the organization are equally present in the paper including the management of inconsistencies and communication obstruction. The paper equally highlights the behavior opportunities that explain the current alterations in the organization. Recommendations and conclusions are equally present at the culmination of the paper.

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After the scrutiny of the environment that characterizes the entity, it is evident that the company has to focus on its strengths and limitations. The paper exemplifies the physical and untouchable resources, which the entity possesses. Afterwards, a study of the RBS CITIZENS organizational integration to examine potencies and limitations of the company’s value chain is paramount since it exemplifies diverse aspects. Conclusively, it will be paramount to give strategic actions that the entity must embrace to maintain its position. In my view, the financial statement of any company offers a realistic and fair opinion on the state of the company’s affairs. As at 30 December, the analysis of the profit/loss together with the statement of the cash flow for the Company indicates a success. The year finished in line with “the United States standards for financial reporting for private agencies”.

Organization Behavior: Analysis


Organizational behavior entails the study of people and the activities within the business in a working site.

For efficient working in the organization all workers, need to comprehend their jobs and the organizational plan. There are recognized aspects that manipulate the organization plan and factors that have facilitated RBS effectiveness.

Organizational overview

Relevant History

The RBS CITIZENS is a commercial bank that consists of numerous branches, ATMs, and employees. The bank was initiated in 1828 as the High Street Bank in Hoyle square, then Providence, Rhode Island’s bustling market centre.

Later, the leaders of the High Street Bank got a second charter and established Citizens Savings Bank, which was a joint savings bank that opened with its first deposit in the 1871. Later, the Citizens purchased stock in the High Street Bank and had total management of its original parent. It begun opening branch offices and became part of the FDIC in 1950 thus becoming the foremost mutual bank. Citizen grew sustainably and demutualized in 1986. Later, the “Royal Bank of Scotland Group” (RBS) became the largest banking group in Europe. The Citizens Bank then became a strong capitalized monetary institution in New England and spent the subsequent years extending into other areas (Benioff & Adler, 2006).


The RBS citizen has various stakeholders, which incorporate the “RBS group, the RBS Americas, and the Citizens Financial groups” (Benioff & Adler, 2006).

Purpose and mission

The mission is “to provide networking opportunities for our members to be able to interact on a regular basis in order to share best practices and respond to address industry and professional issues of the currents interest (Benioff & Adler, 2006).

Effective organizational practices

Working in teams

One of the effective organizational practices that the RBS CITIZENS employs is working in teams. This has contributed to the business’s accomplishments because working in teams, involves the combination of strengths among the staff and working towards a common objective. In the RBS CITIZENS, there are numerous tasks, which are large and complex for a single person.

There is always a combination of efforts and the projects are always done well due teamwork. The RBS CITIZENS’ personnel work jointly to increase their strength. The augmented strength arises from the utilization of internal expert’s knowledge, complementary competencies and the greater power from the combination of individual strengths. The workers of the RBS become experts through ongoing learning and sharing knowledge with people working in various teams within the organization. According to Eikenberry (2011), teamwork has enabled faster working due to enhanced processes and division of work that seems complex. Moreover, working in teams increases the acceptance of recommendations and pending changes that an individual worker would find difficult to achieve alone (Sampson, 2009).

Effective Management

The competitiveness of the RBS CITIZENS derives its basis on employment relations established and practiced by the management. There is a combination of control and nurturing in the management practices of the RBS CITIZENS.

Their senior management demonstrates a transactional approach. Additionally, the organization emphasizes personnel procedures and regulations as the basis of good managerial actions (Eikenberry, 2011). Thus, the compliance with the entity’s rule is important since it signifies that the aim is to encourage workers’ commitment.

An important management supposition of the organization is the selection choice. Employing workers whose worth is not congruent with the business may create a workforce that lacks enthusiasm and loyalty, and persons who are discontented with their work and the business (Keenan, 2011). The management plays an essential part in the supply of works, talents, inventiveness and drive. The experienced managerial teams help the RBS to pursue appropriate goals. The organization also practices shared management by giving all workers in the business a chance to partake in the daily managerial decision-making, and the administration of the organization. It has helped the RBS CITIZENS in the motivation processes that involve staff. As part of the organization’s culture, contributory management has resulted significantly to the lasting success of the RBS.

It has been effective and morally necessary in the RBS CITIZENS (Keenan, 2011).

Reward system

The organization employs reward systems because it is a powerful way of upgrading employee and work-group performance. The use of rewards in the organization is instrumental in the training of contented employees. The RBS CITIZENS has depended on intrinsic rewards like job enrichment, and opportunities for decision making with the intent of motivating staff. The use of reward method has helped the organization in inspiring constructive behaviors.

As such, workers do what they perceive will be rewarded. The employees are likely to behave accordingly knowing that they will be rewarded (McNamara, 2011). The RBS CITIZENS builds a reward system to support changes by working backward from the vision of the critical tasks.

This begins with clarity about what attitudes and conducts enhance the success of the business. Once the important attitude and conducts are agreed upon, they decide on how to measure and reward them (McNamara, 2011). In addition to setting up formal rewards, management uses informal and symbolic rewards to encourage productive behaviors. For example, personal recognition, spending time with and paying attention to workforce, and creating and attending special events are powerful signal on aspects that are important in the current and the future state of the organization. The RBS CITIZENS announces all high –level promotions by sending letters to its employees, which describes their advancement. This enables the RBS to attain clarity about the competencies and values that are essential in the organization (McNamara, 2011).

Training of employees

Every year, the RBS CITIZENS trains its employees to develop the skill, attitude and behavior pattern required by individuals to perform adequately a given task. Training has also helped the organization in the change of behavior through learning that occurs because of instruction development and planned experience.

Attributable to training, the organization can design changes in the work environment for the stimulation of efficiency and higher performance standards (McNamara, 2011). The benefit of the well-designed training in the RBS CITIZENS is evident in the escalation of productivity. The workforce receives training in the current knowledge and skillfulness thus is very productive. They deliver quality outputs and services while working professionally.

Additionally, they make fewer mistakes and f waste resources, and regularly give innovative thoughts. Moreover, training helps the organization to improve its output due to job contentment. Training can make workers participate in processes and be happy about their work consequently becoming motivated to contribute in working towards the business’s mission. Through training, the employees in the RBS CITIZENS have been stimulated to discuss ways to upgrade performances and to put their ideas into practice. Training has established respect for employees’ ability thus augmenting workers’ confidence, self-esteem, morale, and feelings of job contentment (McNamara, 2011).

. Furthermore, training experiences has enhanced the levels of loyalty. Since many employees value opportunities to learn new ideas, training aids the organizations in retaining its best workers. Both the staff and the RBS gain from the training. Maintaining skilled workers is vital for the organization. In the Knowledge financial system, people’s thinking power is vital to productivity. The RBS and its employees keep pace with new ideas, the latest methods, and evolving technologies.

To remain competitive in the fast-paced worldwide financial system, the business captures the collective knowledge and leaning amongst its staff and builds on it. High performing institutions offer an extensive range of training (McNamara, 2011).

Promoting trust

One effective practice in the RBS CITIZENS is the promotion of trust. Trust is crucial in progressive businesses meaning that the development of trust between worker and supervisors is a characteristic of the best workplace. Trust has some components, which entails integrity, respect, and justice. The leaders of the RBS CITIZENS value establishment of trust at an individual, level interpersonal level, administrative level and alignment at a managerial level. Trust is the base of consistent and helpful associations in organizations (Benioff & Adler, 2006).

If organizations are stuck in distrust, workers escape to more encouraging environments. The choice of trust relies on capacity, inevitability, communication, generous concern and patience. The RBS facilitates collective trust by the use of cultural cooperation, interdependence across organizational levels, shared decision-making and shared accountability for effectiveness (Lopus, 2010). Trust factor is social glue, which keeps an organization cohesive and committed during flexibility and tremendous transformation. Therefore, trusting in management has benefits in the RBS because it augments outputs, business citizenship, and work performance (Lopus, 2010).

Maintaining customer relationships

The RBS CITIZENS draws, maintains, and enhances its connection with its clients. The drawing of clients is an essential step in the selling process. The organization maintains its customers by converting indifferent clients into dependable ones and serving customers as clients (Benioff & Adler, 2006). The RBS develops a core service around which to build a customer relationship, customize the relationship to the individual customer, and augment the core service with extra benefits to escalate the customers’ loyalty. It is obvious that the connection between the RBS and its customers is significant for its survival (Dressler, 2004).

Effective communication

The RBS is successful because of the effective methods of communication. For instance, some of these methods incorporate audiovisual presentation and holding meetings where the employees receive the message (Jacobsen & Torp, 2001).

Effective communication joins remote elements and units of the organization. Apt communication amid the management, supervisors, managers and the staff is vital in enhancing organizational efficiency. The reliable communication techniques that the organization uses help in guaranteeing the presence of an additional component to overall organization effectiveness that includes good employee morale (Dressler, 2004). The departments’ line-level leaders and the workers they lead would be affected adversely if they think they are being left out of the organization’s information flow. It would be increasingly difficult to produce a good work product regardless of what the work entails if one feels he is left out (Benioff & Adler, 2006). Effective communication causes morale and attitude changes (Dressler, 2004).

Behavioral challenges

One of the challenges that the RBS CITIZENS is facing is the management of conflicts. Conflicts will always go up when people defy the old ways of judgment and action.

Consequently, more problems arise leading to recommendations for alterations in the organizations (Benioff & Adler, 2006). RBS CITIZENS’s major conflicts results from the business structural design. Such conflicts have always represented basic challenges for organization. RBS CITIZEN has a very complex structure, which makes it hard for the organization to react to the altering business conditions (Rahim, 2010). Another challenge that the entity faces is the communication obstacle. It is usually a key source of interpersonal disagreements in businesses. Communication barrier at RBS CITIZENS results from the heavy organizational structure that prolongs the line of communication, from the sender to recipients. This leads to information distortions before the message reaches the targeted employee (Rahim, 2010).


The organization has knowledgeable leaders who have the ability to join concepts and recognize connections based on knowledge and experience. The RBS CITZENS is restructuring. This process will make it a powerful financial services giver.

Additionally, the organization is now collaborating with banks in China and this will help the RBS to be a strong monetary service giver. The organization is also engaging in commodity trading which is expected to be gainful in the end (Rahim, 2010).

Recommended Solutions

The organization should not essentially eliminate conflicts but there ought to be conflicts management to upgrade business knowledge and efficiency(Benioff & Adler, 2006). Everyone should be responsible in setting up successful communication in the organization.

If leaders set up a method for reporting errors, but staff does not report error, the organizational changes can be difficult. Therefore, all staff ought to be educated and trained on the values of effectual communication and the effects of poor communication. The organization should compress its organizational structure, shorten the distance the messages pass from senders to recipients and for easier adaptations to the changing business conditions (Dressler, 2004).


Successful organizational practices entail a mixture of personality characters, familiarity, understanding, and proficiency needed to lead effective practices by supervisors. The RBS organization has varying stakeholders who ought to alter their services depending to the requirements of their clients. The RBS CITIZENS have managers who integrate customers, employees, and organizational goals. The capability of a business to realize its goals relies on the aptitude of the management.

Indeed such aptitude and style enable managers and group leaders to direct, manipulate, and act efficiently. The approach that employees communicate with supervisors and each other can assist them to be useful group members (Rothwell, 2010). The organization is thriving young and has opportunities for growth and embracing new openings. Attributable to its position in the commerce sector, the company has a sense of achievement; nevertheless, it fails to acknowledge that the chances for improvement are minimal. The entity must guard itself against the creation of imitated processes. The organization has the aptitude to do this since they can create additional niches and opportunities that can elevate their success (Benioff & Adler, 2006).

This can make it intricate for competitors to imitate Blue Nile’s merchandise. Additionally, the entity can beat their competitors by increasing their responsiveness thus comprehending competitors entering the market. Some new companies could easily start offering better services that are reasonably priced thus taking away the entity’s market share. This is an indicator that they must recognize all threats and adapt to aspects and constraints that arise.


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