Customer Service free essay sample

Datatronics is an organization that serves their customers with Enterprise Resource Planning integrated solutions. Their growth is mainly attributed to acquisitions of smaller competitors. E-Z RP was such a company that despite its inferior size compared to Datatronics was able to succeed and outperform Datatronics on grounds of customer service and customer satisfaction. Datatronics recognized the fact and acquired E-Z RP with the aim to improve in that respective area. Just as it is the case with most acquisitions, job uncertainty at E-Z RP came into question when the acquisition was announced, however, all of the employees were able to remain employed. The issue was that most of the positions E-Z RP staff were holding at E-Z RP were no longer in demand and so they were rather integrated into the Datatronics culture based on the corporation’s needs rather than what the individuals were trained to do and what they do best. Part (b) Concepts applied to issues identified I have chosen is a SWOT Analysis (Wikipedia) which is a process that will give the Lodge Bistro Chain an overview of its position within the internal and external environment. The Strengths and Weaknesses, which relate to the internal factors of the business, as well as Opportunities and Threats, which relate to the external factors will help eliminate these through the SWOT Analysis tool. Strengths are qualities that help to achieve the core principles and objectives set by the business as well as helping the company achieve its full potential. The Weaknesses of the business, are the functions that prevent the accomplishment of the core principles and objectives, and prevent the business achieving its full potential. Opportunities are circumstances that can be advantageous to the business, to become more competitive and, or profitable. In order to resolve the outlined problems and put the business back the road to recovery, the following measures should be introduced: †¢ A complete reorganisation of Management Structure as outlined below; †¢ An introduction of a Human Resources Manager to oversee staff and manager training; †¢ Introduce a reward scheme for all employees which will help reduce high staff turnover, encourage productivity and increase staff morale; †¢ A complete makeover for all Bistros to help attract younger customers; †¢ Introduce a robust marketing and advertising programme outlining the new re-branding; Introduce healthier options and low cost snacks, which will attract younger customers; †¢ Re- introduce a monthly audit and Manager ‘Brainstorming’ sessions; †¢ Re-introduce the distinguishing characteristics that made the business so successful; The above measures will not only decrease waste and increase profitability, but they will introduce a structured work ethic within staff at all levels and therefore raise productivity. The outlined threats and weaknesses need to be â€Å"managed before the opportunities (outlined) can be pursued† (Capon 2004) [WORDS = nnn] Part II: Contribution Understanding TGF Summary of discussion xx. †¦Ã¢â‚¬ ¦. What I learned from this discussion: In TGF 1. 1, several differing ideas were put forward as to what makes a good business. Some students stated valid reasons such as ‘customer service’ or ‘out perform the competition’. However, most students agreed that it is essential for a good business to have a clear strategy, clear aims and strong business plan. In addition to these, an effective management structure, clearly defined roles within the business for all employees is vital for the business to operate effectively on a day-to- day basis. In one point, it was agreed that ‘innovation is the key to competitive success’. It was clear from the 1. discussions that a good business must be flexible and be able to adapt to external market conditions/requirements of the consumer. It is also vital for the business to have a robust training regime in place to ensure a high quality of customer service. I also learned that the position of the ‘Stakeholder’ is vital to the business success and that a reciprocal arrangement of staff/stakeholder feedback on a regular basis is essential.