Article | 11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden | Impact of Emotional Intelligence on Quality of Service in the Software Industry of Pakistan

Title:
Impact of Emotional Intelligence on Quality of Service in the Software Industry of Pakistan
Author:
Qurratulain Zahid: Elixir Technologies, Pakistan Nasir Wasim: Elixir Technologies, Pakistan Saiqa Raziq: Elixir Technologies, Pakistan
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Full text (pdf)
Year:
2008
Conference:
11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden
Issue:
033
Article no.:
053
No. of pages:
10
Publication type:
Abstract
Published:
2008-12-09
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press; Linköpings universitet


Most of the software organizational trainings are focused on improving the technical skills and rightly so. Contemporary training curriculum needs to encompass programs which are focused on improvement in interpersonal relationships classified as soft skills. The importance of Emotional Intelligence (EI) becomes eminent when we consider the businesses which mainly depends upon knowledge workers; lets say; Software People. Since EI is important for recognizing one’s own feelings and those of others; for self motivation and for managing emotions in ourselves and in our relationships. The research has been conducted to see the link between organizational EI and their quality of service.

Purpose: Rationale behind the research is to underline the importance of Emotional Intelligence in software industry of Pakistan and how it can contribute positively towards organizations quality of service; which ultimately leads to organizational success. Unfortunately anything which is related to improving the social / interpersonal skills is given lowpriority and usually paid little attention. Management has to realize the fact that investing on developing soft skills and Emotional competencies among the employee’s would certainly give them strong financial gains in the longer run. Organization has to exhibit long term dedicated commitment in order to gain the constructive outcome from these trainings.

Research Methodology: EI related questionnaires targeting job related EI and general EI awareness were circulated in different organizations. Personal interviews to assess Knowledge; Awareness and Practices (KAP) were also conducted to evaluate the impact of EI on the Quality of Service.

Findings: This research has explored the following core areas:
I. EI has meaningful impact on the performance of Human Resource
II. Higher the level of awareness greater the performance
III. Increased EI correlates with profitability via Customer Satisfaction
IV. EI can inculcate quality that improves customer satisfaction Detailed findings can be found under the Analysis and Finding section.

Value of the paper: This research aims to add value by instilling the EI culture in software organization by proposing this model; improved EI culture; better the quality of service; greater the customer satisfaction.

Keywords: Emotional Intelligence; Quality of service; Communication Gap; Motivation; Software Engineer; KAP

11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden

Author:
Qurratulain Zahid, Nasir Wasim, Saiqa Raziq
Title:
Impact of Emotional Intelligence on Quality of Service in the Software Industry of Pakistan
References:

1. Beagrie; S. (2004; April 6). How to sharpen your emotional intelligence. Personellltoday.com; p. 1.


2. Fleming; C. (1999). Creating a High-EQ Workplace. Credit Union Executive Journal 39(3); p. 26


3. Goleman; D. (1998). Working with Emotional Intelligence. Bantam Book: New York; New York; p. 25.


4. Miller; M. (1999; July). Emotional Intelligence Helps Managers Succeed. Credit Union Magazine 65(7); 25.


5. Smewing; C. (2004; October 28). Feeling the way. People Management 10(78).


BIBLIOGRAPHY


1. Goleman; D. (1995). Emotional Intelligence Why it can matter more than IQ. Bantam Book: New York; New York.


2. Lynn; A.B. (2002). 50 Activities for promoting EQ at workplace. AMACOM: New York.


3. Cherniss; C. Goleman; D. (2001). The emotionally intelligent workplace: how to select for; Measure; and Improve Emotional Intelligence in Individuals; Groups and Organizations. Jossey-Bass: San Francisco.

11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden

Author:
Qurratulain Zahid, Nasir Wasim, Saiqa Raziq
Title:
Impact of Emotional Intelligence on Quality of Service in the Software Industry of Pakistan
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