Critical Skills & Competencies Unit 1 Assignment: Customer Service Critical Skills & Competencies Monique Boyd AB221-01 Customer Service Dr. Jan Roy, CMP March 1, 2013 Today companies face many challenges in an attempt to keep up with the high demands of the consumer. As technology has advanced, consumers have the choice of doing business “online or face-to-face, and because there are no rules, handling customer service relations can be challenging for companies” (Gibson, 2012, pp. 11-12). However, in order to ensure that customers are satisfied companies have to pay attention to their wants, needs, and desires. According to Gibson (2012), “customers can often confuse needs, wants, and expectations, but what they do want is to be acknowledged, understood, treated fairly, and feel in control of their experience” (pp.
The ability to tap into the global labor market will make the company more competitive by being able to offer competitive prices on products due to lower overhead cost associated with the offset in the labor cost. Attracting employees to join the company is the better option unless there is a management position that requires exceptional talent to fill the position. Relocation of prospective employees can be costly to the company and there is no guarantee that they will be long term employees of the company. With the company's plans for expansion I would recommend overstaffing. This will allow the company to stock pile talent for future
Executive Summary The Orion Shield Project case study exposes the challenges a project manager often faces in the real world. When an organization chooses project managers, they need to look for strong leaders that are effective communicators and act ethically in all situations so that the company is not legally at risk. Gary Allison allowed Henry Larson to entice him into decision that caused this project to be poorly managed and risk the organizations relationship and reputation with other organizations. Gary showed his inexperience with project management through the technical, legal, communication and contractual issues that arose throughout the life of the project. As a result the project schedule and cost limits were at risk and the relationships within the team were strained.
Total Rewards Program for GEICO [Name [Date [ID Total rewards programs have become a major part of management analysis and literature in recent years. Recruiting the best talent requires providing comprehensive bonuses and perks. In the new economy, human capital is increasingly important: Companies like Valve and Google exist almost entirely based off of the strength of people in their company who make ideas and who do the coding and development to implement them. And a total rewards program is a fantastic technique for the savvy employer as well. Paying workers is fundamentally symmetrical: It costs the business $1 to pay the worker $1.
Human Resources are a major aspect to every business. Management's presentation in human resources will say whether or not a business will be flourishing in the long run by recruiting with the right people for the right positions. A lot of businesses and their managers undergo the pressure to be completely staffed and take on people without actually evaluating their potential for quality effort as well as being a good fit for the atmosphere the managers desire the workplace to have. ACC has experienced employment issues in recent times since they are devoted to maintaining a definite standard of quality when offering a spot to a new member of staff and are reluctant to just settling for the regular. Managers at ACC have to cautiously examine their respective workers and decide if they require the need for extra people and if they do the managers have to estimate the different personalities they manage and what type of personality would fill the open spot effectively.
Leadership in Business Bert Lawson MGT/521 Management 1/20/2014 Les Colegrove Leadership in Business Leadership in business is a must for a business to flourish in today’s economy. Companies need to keep up with the changing times to keep their product marketable, to do this leadership has to find new ways and find ways to keep their ear to the ground to ensure their product is meeting consumer needs. This paper will discuss the role of managers in a leadership role. When you think of a manager most would think of someone who is keeping the day to day operations moving and that is true but a manager is so much more. When you break down what a manager means to a business.
Be creative and find ways to value yourself and your time, organize your effectiveness, mobilize your talents and skills as well as those of others. Monitor the performance of the employees, be open to learn, develop, and change the way technology changes for the future. The four functions of management planning, organizing, leading and controlling, assume a great worth in the success of any business every day. (Bateman, Snell, 2007). In all organizations, each employee’s individual contribution to the company is of great importance as the goals of the company would not be met and success would not be obtained.
Over the duration of the course, gather information on the Innovative Widgets simulated business from course materials. 2. Over the duration of the course, based on the information you are provided, produce a customer service plan for Innovative Widgets. Your customer service plan should include: a. vision and mission statements that refer to internal and external customers b. product standards that include: i. dimensions ii. tolerances iii.
A project charter describes what the project is and how a team will approach it, as well as listing the name of all stakeholders. “It is a critical component of the project management initiation and planning phases” (www.brighthubpm.com). The project charter is meant to lay the foundation of the project and it includes a statement of the business needs. “Each project begins with an idea, vision, or business opportunity and that is the starting point that must be associated with your organization’s business objectives” (www.brighthubpm.com). A project charter has four major purposes and those purposes are to authorize the project manager to proceed with the project, to help the team and sponsor develop a common understanding, to help the team and sponsor commit to the completion of the project, and to screen out poor projects (Kloppenborg, page 85).
Lack of Customer Relationship Management (CRM) Customer relationship management (CRM) is not just the application of technology, but is a strategy to learn more about customers' needs and behaviors in order to develop stronger relationships with them. As such it is more of a business philosophy than a technical solution to assist in dealing with customers effectively and efficiently. Nevertheless, successful CRM relies on the use of technology. (ref) The customer relationship management was poor at Trophy Project, this is evident in two situations from the case (.the presentation to customer/ in house representative....) According to (ref) Some of the causes of poor customer are (select from above Weak leadership, Untrained Staff & Employees not believing in the company, product or service 3.4. No