Week2Summative_Assignment
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School
University of Phoenix *
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Course
110
Subject
Information Systems
Date
Dec 6, 2023
Type
docx
Pages
4
Uploaded by UltraRiver12741
TO:
Supervisor Stephanie
FROM:
Hollie Marsh
DATE:
November 12, 2023
SUBJECT:
Proposal for Establishing a Customer Experience Enhancement Team
I am delighted to present a proposal for the creation of a Customer Experience Enhancement
Team, a strategic initiative aimed at elevating our customer service standards and fostering
diversity and inclusion within our organization. This memo outlines the key components of the
proposed team and its anticipated contributions.
Type of Team
The Customer Experience Enhancement Team will be a cross-functional, task-oriented team,
following the principles of effective team dynamics outlined by Katzenbach and Smith (2003) in
"The Discipline of Teams." This team will comprise members from various departments, each
contributing unique skills and knowledge to address customer experience challenges.
Team's Goals and Team Size
The primary goal of the team is to enhance the customer experience by identifying areas for
improvement, implementing best practices, and continuously monitoring customer feedback. We
recommend a team of 7 members to ensure a balance between diverse perspectives and
streamlined operations.
Roles and Responsibilities
Each team member will assume specific roles and responsibilities based on their expertise. The
key roles include:
1. Team Leader:
Responsible for overseeing the team's activities, coordinating efforts, and
reporting progress to senior management.
2. Data Analyst:
Analyzing customer feedback, tracking key performance indicators, and
identifying patterns or trends in customer interactions.
3. Customer Liaison:
Serving as a direct point of contact with select customers to gather in-
depth feedback and insights into their experiences.
4. Training Specialist:
Developing and delivering training programs for employees to enhance
their customer service skills.
5. Quality Assurance Officer:
Monitoring and evaluating customer interactions to ensure
consistency and quality in service.
6. Diversity and Inclusion Champion:
Focusing on fostering an inclusive and diverse team
culture, drawing insights from Derven (2016) and Clegg (2019).
7. Communication Coordinator:
Managing internal and external communication related to
customer experience initiatives.
Incorporating Diverse Team Members
To ensure diversity within the team, we will consider representation from various departments
and demographic groups. This approach aligns with the principles of diversity and inclusion
highlighted by Derven (2016) and Clegg (2019). By embracing team members from different
backgrounds and experiences, we aim to foster creativity, collaboration, and innovation within
the team.
Value of Diverse Perspectives
The inclusion of team members from various backgrounds will bring significant value to the
Customer Experience Enhancement Team. As Clegg (2019) emphasizes, diverse teams are more
likely to consider a wide range of perspectives, leading to innovative solutions and improved
decision-making. The diverse experiences and perspectives of our team members will help us
better understand and cater to the varied needs of our customer base, ultimately leading to a
more inclusive and customer-focused service.
In conclusion, the establishment of the Customer Experience Enhancement Team is a strategic
move to enhance our customer service standards and align with contemporary business practices.
By creating a cross-functional team, setting clear goals, defining roles and responsibilities, and
embracing diverse perspectives, we aim to elevate our customer service experience and drive
business success. We look forward to your feedback and support for the implementation of this
initiative.
Sincerely,
Hollie Marsh
Team Leader
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References
Katzenbach, J. R., & Smith, D. K. (2003). The Discipline of Teams. Harvard Business Review,
81(3), 162-171.
Derven, M. (2016). Diversity & inclusion are essential to a global virtual team’s success. TD:
Talent Development, 70(7), 54-59.
Clegg, A. (2019). It takes hard work to help a diverse team succeed. FT.Com.