Carphone Warehouse
Carphone Warehouse is a mobile phone corporation with British roots. It has a net value of 57 million pounds and generates roughly 10 million pounds in revenue. Due to its investment in business process management, Carphone Warehouse has seen an almost 3.5 billion pound gain in revenue and a 25% rise in customer satisfaction (Goodwin, 2011). To assist the personnel in all of the stores with sales, inquiries, and complaints, the company deployed business process management software called How2. Problem-solving is quick and effective in stores thanks to the software, which gives employees visual guides on potential questions.
Motivation and Competitiveness
Carphone Warehouse makes revenues of approximately 10 million pounds and has a net worth of 57 million pounds. Carphone Warehouse has had a turnover of almost 3.5 billion pounds and a 25% increase in customer satisfaction as a result of investing in the business process management (Goodwin, 2011). The company implemented business process management software called How2 to help the staff with sales, queries, and complaints in all the stores. The software provides visual guides to the employees on the possible queries thus problem-solving is fast and efficient in the stores.
Carphone Warehouse motivation to adopt the How2 as a business process management was because many of the employees from the different stores frequently called the back office at the headquarters seeking advice on how to solve issues and requests from the customers thus, wasting time and resources (Goodwin, 2011). The company expected the BPM project to help in the global competitiveness because most of the organizations were focused on a sales-driven culture instead of a customer service culture and the BPM project would ensure customer satisfaction.
Challenges of the Project
Some of the challenges the BPM project faced were such as persuading the employees the work operations by adopting the How2 system. Most people fear changes in the workplaces due to many reasons such as they may not cope with the changes thus end up losing their positions (Promes, 2016). Also, Carphone Warehouse used a lot of resources to create awareness like the launch party, and goody bags.
Success or Failure
Carphone Warehouse Company was very successful, and the success factors that were implemented were such as the use of the How 2 software by the staff in the different store at the electronic point of sale (EPOS) (Goodwin, 2011). Another success factor implemented was the use of a graphic interface to give answers to queries.
References
Goodwin, B,. (2011). Carphone Warehouse uses Business Process Management to Increase Customer Satisfaction. Retrieved from: http://www.computerweekly.com/news/2240105081/Carphone-Warehouse-uses-business-process-management-to-increase-customer-satisfaction
Promes, M. (2016). Change Management and Organizational Learning in a New Working Environment: A Longitudinal and Mixed Methods Research Design. München Herbert Utz Verlag
