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1.
You have determined that adjustments should be made in
yours work them. Changes need to be
made to the way customer complaints are recorded and
dealt with. How would you
communicate the need for change to strategies to relevant
stakeholders?
Relevant stakeholders internally are first and foremost the
executive team, they are the ones that make
the organization impact decisions. Changing the way
customer complaints are dealt with is something
they will need to provide input for. Once they have the
customer base. This can be done by posting
letters, emails and on the main page of a website. In
executive management, would be a good first step.
Explaining and selling the seasons why this should be
changes.
The main goal in mind of marking a change that effects
customers, is to ensure it is a better solution A
good example of this a large organization such as Telstra.
They have a reputation for having less than
satisfactory customer service via phone. Customers have
complained about being transferred multiple
times and not getting a solution. Telstra has made large
steps to improve customer service and have
introduced a Chat service. This is ideal for people who have
a desk job and dont have the time to be on
a phone. You speak to one representative and can explain
information a lot easier. This is a very positive
step that other organizations in the industry have followed.
selling the vision to relevant stakeholders,
explaining how it will benefit the customer base.
Remembering and perhaps even allow for expansion of
customer base.
Activity 8.
1.
Your organization has implemented changes to the way in
which goods purchased to customers
are delivered and the time within which they are delivered.
The feedback you have had from
customers suggests that they are more satisfied with their
dealings with your organization and
would be more likely to purchase goods from your
organization in the future, why is it important
to establish processes tat will inform employees of the
outcomes of their continuous
improvement efforts in this area? How could you
communicate outcomes to employees?
Because if the evaluation results are not communicated to
employees they will not know whether to go
on with improvement
Investigate and ask how employees want to be
communicated with. Dont assume you know
their motivation or comprehension levels.
Choose the right tools. This may mean multiple tools
depending on the diversity of employees
you have in the company. Texting is appropriate for some
messages and some groups but not all.
Not everyone reads posted notices or pays attention to
emails. So understand your demography.
Communicate with some empathy. Listen intently and solicit
feedback. This may help you
identify with employees and increase your chances of true
communication.
Activity 9.
1.
Using the table, create a check sheet that could be used to
record data of work team
performance to aid the identification of improvement in the
scenario.
Matching cycles.
Firms often think about optimizing performance and getting
more from less. But, this thinking puts firms
on a treadmill, doing the same thing faster every dayand,
it has them bumping up against resource
constraints. Resilient businesses think, not about constant
growth, but rather about cyclical processes:
cycles of growth and contraction, cycles of production, and
cycles of consumer purchase patterns.
Understanding the rhythms of business and the
environment will allow the firm to synchronize with
them meaningfully, and not overreact to what is likely just a
cycle.