Currently, Imperial Business organizations offer a variety of goods and services to its customers. These products include washing bar soaps, lotions and spray for all gender and age. In the recent past, the company has been at the forefro0nt in interacting with its customers through what is termed as customer care services. Notably, its interaction with the customers has placed a significant role in enhancing its improved performance. Due to the ever-increasing number of customers, the existing customer care services plan has been established to be too inefficient, thus necessitating the need for coming up with a more reliable approach as discussed herein.
Background
(Background of the company and the specific department this improvement is being implemented for. This is so we can understand a little about company, and how and why the continuous improvement recommendation is being made.)
Issue
As at now, the customers and the business personnel can only interact physically, that is, the customers have to travel all the way up to the offices of the company to raise their concerns. Even though their complaints have always been responded to accordingly, the approach has not been as efficient and reliable as it is supposed to be. Remarkably, some of these customers frequently leave the offices without being heard due to the long queues. Furthermore, the approach has also been very costly to the company and the customers in charge of salary and remuneration, time and travelling accordingly. All these problems call for a new plan to ensure customer's satisfaction.
Objectives of Continuous Improvement and Recommendations
Issue
Recommendation
The weaknesses that need to be addressed
The company has to come up with a better approach to dealing with customers. Using the internet services can enhance proper communication without compelling customers to visits the central offices of the company.
Area for Improvement
The mode of communication between the company and the customers. The existing approach has to be improved to enhance better efficiency and reliability.
Anticipated outcome
It is expected that after about six months, the company will restore the trust of its customers. Furthermore, the plan should improve the percentage of customer’s turn out and eventually the sales volume.
Source of Assessment
Customer satisfaction surveys can be conducted after every month to assess the progress of the plan.
The current level of performance
Currently, the company interacts with the customers physically. However, the approach has been very costly to both the company and the clients.
Strategies for improvement
The company should hire the services of competent information and communication experts to train its workers. The workers should be educated on the efficient use of the internet in interacting with customers and the right way of responding to the issues raised.
Specific measures and timeframe
Customer survey should be conducted to measure the success of the plan. Notably, the evaluation should be done after every one month. The information collected should be used for further consideration. Mentoring or coaching of the workers should be done just before the plan is ready for implementation.
Date of Review: 6 months from the time of implementation. However, information about customer’s satisfaction should be collected on a monthly basis.
Activities towards the goal: The company should encourage teamwork and offer all the necessary support towards the implementation of the plan.
A measure of success: The number of customers should increase significantly. Importantly, the customers should be fully satisfied with the services.
Modification of the strategy: The plan can be reviewed from time to time. The review would enable any problem to be addressed adequately.
Implementation Plan
How will this be implemented to minimize impact on running of the business?
Who will be responsible for implementation, monitoring and review?
What is the time period from start to finish?
Stakeholders
(Remember to consider who stands to benefit from this CIP internally and externally)
Stakeholder- Name and title
Role within change
A senior manager in charge of customer care department
Should communicate with another department to convince them about the viability of the plan. The manager should also supervise the implementation of the program.
Senior manager in charge of communication and public relations office
The manager should communicate with workers and customers to inform them about the development to prepare them well for the change.
Head of human resource department
The department has a role of training the workers accordingly. Workers should be familiar with the new technology before it is implemented.
Finance department and the logistics and supply chain department
Finance department and the supplies department should ensure that required equipment is available on time. A proper working relationship between the two departments should be encouraged for timely delivery.
Communication
(This includes all stakeholders from initial research, consultation, authorization of plans, introduction of the CIP, implementation and finally monitoring and review)
Stakeholder
What needs to be communicated
Methods of communication
Customers
The newly introduced customer care approach and its needs.
Mode of communication
Customer care workers
The new plan and their role towards its success.
Emails, phonecalls, notices
Senior management of the company
The need, possible benefits and the budgetary requirement for the plan. The top management should also be updated about any progress.
Internal memo
Internal memo
Schedule
(Consider all steps including providing information, training/coaching/mentoring, observation, testing, feedback)
Factor
Method
Responsible stakeholder
Time to implement
Collection Information and communication
Two weeks
Training of workers
2 and a half weeks
Observation
Three days
Testing
Four days
Feedback
1week
TOTAL Time
6 and a half weeks
Budget
(Consider Human resources to research, plan, deliver training, create resources, conduct monitoring and review)
Item
Description
Amount
5 Computers and necessary accessories
Computers and various accessories are required. Internet connectivity should also be considered here.
$1250
Furniture
Tables and chairs are needed to create a conducive working environment for the workers
Five pairs each at $200
Training facilities
These include notebooks, pens, marker pens and boards for the training of workers.
$300
Trainer
The company needs an expert to train the workers. Two trainers are required for efficient results.
Two at $500
TOTAL
$3550
Legal Considerations
The occupation safety and health administration (OSHA) standards should adhere to the latter. The new working environment should be of high standards. A proper lighting system, free from accidents and reduced chances of health hazards should be considered.
Laws
The plan and any act should strictly adhere to existing laws which includes but not limited to the privacy act, copyright act, anti-discrimination act and the WHS Act 19000. No one should be discriminated against by the plan, and it should be well protected.
Ethics
The company should observe all ethical standards during the implementation and evaluation stages of this plan. For instance, the eas405 guidelines can be used to ensure that there are faithfulness and honesty at all time.
Regulatory bodies
The provision of Australian Competition and Consumer Commission (ACCC) and any other regulation should be taken into account. The act would ensure that the company is not involved in legal battles with regulatory bodies and other authorities.
Monitoring and Evaluation
The plan should frequently be monitored. Notably, proper supervision would ensure that the project achieves its goals within the required time frame. The assessment should strictly focus on the feedback from customers for any improvement to be made. Mentors play a significant role in improving the competency level of the staff and the company has to establish a constant working relationship with them. The skills of customer care workers about the new market trends should be enhanced by the mentoring or coaching programs.
Conclusion
The proposed plan seems costly, but its benefits override the financial requirements. By using five well-equipped computers and trained personnel, the company would have solved a lot of problems. The customers would be addressed in a timely and proper manner. Furthermore, the company will save a larger space that is frequently used to accommodate customers on a daily basis. The project should be monitored and evaluated for any change to improve its efficiencies. Lastly, it is recommended for all stakeholders to be involved throughout the exercise
