The situation faced by the customer service team is due to the lack of employee motivation. Motivation in a team is essential, as it affects the productivity and the performance of the team. It shall be the manager’s duty to motivate his employees so as they work towards achieving the organizational goals (Lim , Chua, Usa, & Richard, 2015).
Allan Wu and Wendy Tay should first resolve their conflict together. Since they will be required to work together, they should develop the collaborating style to resolve their conflict. The collaborating style allows both parties to be in a win-win situation and will require enhanced cooperation and determination (Lim , Chua, Usa, & Richard, 2015). They should be committed to serve the needs of the department
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This can be achieved by providing opportunity for growth, recognition, responsibilities and challenges (Sincero, 2012). The staff in the customer service team should be provided opportunity to take on challenging tasks. One example is through job rotation. As they might find their jobs to be less “glamourous”, staffs can be rotated amongst the customer service team with the sales team. Customer service employees can be sent for sales techniques classes, whereas sales staff can be sent for customer services courses. This will enhance their capabilities and allow them to perform job rotation effectively. Staffs should also be rotated with ground supervisory roles. For example, every day, one staff will be appointed as a team leader. The team leader will be responsible for the day operations and will have decision making roles. This will allow everyone to have a chance to have supervisory roles and experience. Recognition should be given to promising staffs, in the form of promotions, praises and awards. Allan and Wendy should also come out with a pledge and remind the employees on the mission of the company. The recitation of this pledge should be done daily, so as to promote a sense of belonging, loyalty and responsibility to the …show more content…
It contains four factors; financial performance, customer service, internal business processes and the potential for learning and growth (McCarthy & Chapman, 2013). The managers of LF should first identify the vision and mission of the organization. Strategies would then be needed in order to achieve the desired organizational vision and mission. LF would need to identify which areas in the four factors needed improvement, and impose specific, measurable, achievable and realistic targets (McCarthy & Chapman, 2013). The use of key performance indicators (KPI) will be used to measure the performance of the targets.
As financial performance has always been LF’s focus, the managers should come out with measures to enhance profitability. Targets such as growing revenues, profit margin on sales and gross margin should be realistically set. For example, LF can aim to achieve a constant growing profit margin on sales figure on a quarterly basis. If LF meets this target every quarter, it can be interpreted that it is
TQL can put a single sales supervisor into place and divide teams and appoint team leaders immediately. Due to the lack of managerial experience among the account executives the Executive Sales Managers may wish to hold the sales supervisor position until a manager can be placed and properly trained. During this time, non-montary methods of rewards should be discussed for the team leaders duties. TQL should start low and move up with rewards based on performance as a team leader. Some may currently act as an unofficial team leader and may not expect significant reimbursement and TQL should take advantage of these persons.
Moreover, the company has placed great significance on open and honest communications with the employees on many levels. Even more, leadership expected a plan that would utilize all human assets in a way that would support the organization’s attitude in servicing customers and employees. As such, they found it important to centralize the staffing initiative in order to maintain the unique corporate culture created in the beginning. Every one of these strategies would be focused on centralizing staffing, brining in the best possible employees, and retaining each on a high
Client was arrested on 11/30/2015. Client reported she was incarcerated at Riker’s Island. On 1/5/2016, Client walk in the Social Service Office to informed this worker that she re-entered the shelter on 1/5/2016. Client in the meeting had body odor. Client reported since 11am she being asking onsite RA for her personal belonging so that she can take a shower and changes her clothes. Client continues to report due to limited staff onsite she was told to wait until the RA return from lunch. . In the meeting client was dressed in slack black pants and sweat black hooded sweater. She appears to be calm, cooperative and forthcoming with information.
Case management refers to when a person or people in need require an environmental intervention. The Conrad Hilton Association defines case management as “one of the primary services offered to individuals and families who face multiple challenges, including severe mental illness, addiction, and homelessness.” Case management often helps those who are struggling or who are in need, however, the term tends to be used very loosely within organizations.
According to the Case Management Society of America, case management is "a collaborative process of assessment, planning, facilitation, care coordination, evaluation, and advocacy for options and services to meet an individual's and family's comprehensive health needs through communication and available resources to promote quality, cost effective outcomes" (Case Management Society of America [CMSA], 2010). As a method, case management has moved to the forefront of social work practice. The social work profession, along with other fields of study, recognizes the difficulty of locating and accessing comprehensive services to meet needs. Therefore, case managers work with these
The benefits of these assumptions are that while maintaining the current growth rate of 13%; we can maintain our COGS. One of the major factors contributing to the firm’s poor profit margin is operating expenses.
Employee motivation is one of the keys to success in any business, especially in a retail sales environment. It is particularly important to understand how employee motivation can be impacted by the strengths and weaknesses of AT&T’s retail sales consultant position (RSC). A series of interviews and surveys were conducted over a two-week period with employees of AT&T in the RSC position as well as retail management positions to determine how the employees really feel about this position as well as internal strengths and weaknesses that contribute to employee motivation. Although there are a lot of positive factors that keep the employees motivated within AT&T, there are some weaknesses that can cause employees to become demotivated.
Evolving since the 1980’s, case management, an essential part of quality assurance programs, promotes excellence and efficiency in consumer health care, while conserving costs for health care organizations. Effective case managers answer the demands of changing health in promoting and facilitating a patient’s progression of care (Scott 2014).
1.1 Explain the value of customer service as a competitive tool Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have the skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service.
For Key Performance Indicators (KPI) to be successful, it needs to have the following characteristics:
Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction.
It begins with the developing of Long Range Financial Plan (LRFP) for the quality improvement and service which incorporates the expected future income and expenses for each and every element of our new strategy. It also specifies the exact cost and the time for it to occur. It gives us an estimate of financial outcomes in various scenarios which helps the management predict the success and profitability of the strategy.
An organisation’s mission is the back bone of all strategic decisions; the mission will have an influence on all activities performed within the organisation, because if they aren’t achieving their mission an organisation is failing. The long term strategic goals of an organisation should directly aim to achieve their mission and these goals are what performance can be measured off. Without specific goals attempting to measure performance is pointless, and identifying who or what the main focus of these goals is the key to optimisation.
When it is discovered that a worker can fulfill the requirements of their job, but are experiencing shortcomings in doing so, many times it is believed that worker motivation may be the root of the problem (Laird 95). What, though, is work motivation? According to Laird (2006), “motivation is a fundamental component of performance “ and “is the reason that someone chooses to do some things and chooses not to do others”. In other words, work motivation is what energizes workers to the level of output required to fulfill a task, directs their energy towards the objectives that they need to accomplish, and sustains that level of effort over a period of time (Steers et al., 2004). In essence, worker motivation is what gets the job done. Employee motivation has always been a central problem in the workplace, and, as an individual in a supervisory position, it becomes ones duty to understand and institute systems that ensure the proper motivation of your subordinates. Proper motivation of employees can ensure high productivity and successful workflow, while low worker motivation can result in absenteeism, decreased productivity rates, and turnover. A large body of research has been produced regarding motivation, and much of this research is applicable to the workplace. Due to the nature of man, motivation varies from individual to individual, and, because of this, there is no one system that is the best for ensuring worker motivation in every organizational situation, and, as a product, many theories have been created to outline what drives people to satisfactorily complete their work tasks. Throughout the course of this document, the three main types of these motivational theories will be outlined and examples of each as well...
Motivation is the force that transforms and uplifts people to be productive and perform in their jobs. Maximizing employee’s motivation is a necessary and vital to successfully accomplish the organization’s targets and objectives. However, this is a considerable challenge to any organizations managers, due to the complexity of motivation and the fact that, there is no ready made solution or an answer to what motivates people to work well (Mullins,2002).