Priorities and Planning


My organization has faced the problem that is associated with the decline in sales. After having analyzed the competitors, it has come to the conclusion that lack of qualitative service leads to the loss of customers. In such a manner, the firm I work for decided to take active measures to

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Framing the Problem

My company has been concentrating on the growth for too long period, which has resulted in the reduction of quality of its services. Moreover, the organization was building strategies aimed at cutting costs. However, it has revised its vision and mission, and at the moment, intending to be more attentive to its customers. After having realized that without maximum customer satisfaction it is not able to gain competitive advantage, the company has established an objective to improve the service quality through communicating and training programs for its employees.

On the other hand, the company understands that employees may not be ready to implement changes. Moreover, the enterprise should analyze the current corporate culture because after such an analysis it will be able to decide which style of relations has been adopted in the organization. In such a way, the company will add value through productive communication with its employees (Carmeli, Gelbard, Reiter-Palmon, 2013).

The Action Plan: Identifying the Key Questions

The action plan includes open and sincere communication with the associates. The question concerns their perception of the actual corporate culture; it regards whether the company has managed to built trustworthy relationships between different layers of management (Carmeli, Gelbard, Reiter-Palmon, 2013). Another question includes the ability of employees to study their customer for this skill is crucial for improving service quality.

If the organizational atmosphere is comfortable, workers will spend more effort on customers’ satisfaction. Thus, the emotional closeness of the company’s workers may aid to become friendlier with consumers (Carmeli, Gelbard, Reiter-Palmon, 2013). Another issue implies their inner-motivation while managers should find the way to inspire junior staff and establish such a mentorship as a long-term strategy.

The third question refers to obtaining the feedback from both the customers and the subordinates. This assessment is interrelated because happy workers will mean satisfied clients. The managers may try to apply the latest technologies for gathering and compiling large amount of data. Thus, the company needs to spend some funds to invest in innovations.

Developing the Issue Tree

The issue tree will help to make necessary alterations. Although people are usually afraid of changes and try to avoid them, the company will not progress without implementing new ideas (Rice Nash, 2011). The issue tree helps to visualize all aspects of the company and assist in directing the staff’s energy at productive work (Rice Nash, 2011).

The first part of the issue tree includes customer service improvement and covers establishing clear expectations, motivating staff, developing trustworthy communication, and necessary teaching (Friga, 2009). All these aspects are connected with the correct managerial approach as well as salary; thus, the lack of customer service may be a result of insufficient salary or training. The company resources come as the next level of the issue tree and include the company’s budget that can be allocated for salaries, the qualified managers who can be teachers for the staff, and additional materials such as videos and equipped premises which can be used for organizing meeting for cooperation and software.

Formulating Hypothesis and Developing a Process Map

The hypothesis includes the problems that may arise on the way to improving customer service and can be framed in the following manner: if the customer service improves, the staff may become less efficient. The process map may assist in making changes while avoiding these difficulties (Cummings Worley, 2009). Additionally, it will identify the borders of the tasks for workers. Thus, such problem framing is important for productive leadership and better understanding among teams.

Besides, performance is the major question in the hypothesis. The process map may help to specify the current customer service efficiency. For example, our staff serves 10 customers per day at the moment which is a good number in comparison to competitors. However, our managers are planning to provide the best leadership that is likely to increase subordinates’ motivation and, as a result, their performance.

According to our leaders’ research, the boundary includes 15 people daily (Cummings Worley, 2009), which means that the company’s employees may serve up to 15 customers while improving the quality of the services. The process map implementation might start with arranging the general meeting to communicate with staff and motivate it followed by special training and regular feedback from workers afterwards. The final stage encompasses the process monitoring to analyze the results of improvement.

Creating a Content Map

The hypothesis testing includes both negative and positive statements (Shi Tao, 2008). In this fashion, two scenarios might follow: if the customer service improves, either the staff may become less efficient or no changes will occur in the personnel’s performance. In order to give preference to one of these statements, we will create a content map (Martin Osterling, 2013).

Productivity depends on the staff motivation, work conditions as well as the specificity of customers (Sexton, 2016). The management has come up with the idea to serve the part of customers online (Collier, 2011) which will ensure the speed of customer service. While staff motivation depends on the salary and the relations with management, work conditions heavily rely on the quality of software which is used while serving customers. Moreover, work environment depends on the relations between employees and their ability of knowledge-sharing (Carmeli, Gelbard, Reiter-Palmon, 2013).

After having considered all these variables, management was able to interpret the results. It has discovered that the staff has the latest and fastest software available on the market. Additionally, general meetings have proved that employees agree to make changes because they work in productive teams and realize their input in the overall business. Besides, subordinates were offered training courses for even better team-building. Furthermore, the associates have proved that they know their customers; however, the managers have decided to download the software to get customers’ feedback in the future. The senior leadership has been analyzing customer satisfaction surveys for some time, and they felt that the service must be improved. However, they did not know where to start from proving that the second statement arising from the hypothesis is true.

Effective Leadership

I consider myself to be an effective leader because I am initiative and always ready to try to complete any assignment on my own. Moreover, I am not afraid to make a mistake while the company is undergoing changes because to err is characteristic of every human being. Furthermore, I am willing to take a sole responsibility for the outcomes and correct them as fast as possible.

To summarize, the company has decided to implement necessary changes for better customer satisfaction. As a result, it has built a step-by-step plan for this process attempting to consider all the factors that may influence the procedure. However, the organization realized the limitations of the predictions with regard to possible alterations. At the same time, the firm was ready to enhance the communication between different levels of management to avoid the risks associated with changes.

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