develop an improvement plan in order to reduce the mentioned problems and create a customer-centered and collaboration culture for the entire company.
Case Study
Developing a collaborative culture mid enhance the internal customer service. Company description: A leading company in the livid of ht iciness, 20 year) in the local market, and it had a competitive edge during the previous ten years. Obstacles and losses: In 2020, after hoard members meeting with the CEO, they found a dramatic decrease in the volume of sales, increased customer dissatisfaction and loss, decreased employee performance and frustration.
Facts:
• There are no standards and protocols for the internal and external customer's transactions.
• Lack of internal cooperation between departments.
• A quite good number of employees believe that they do not need any training and improvement plan. • Some employees have an aggressive behavior towards everyone.
• There are no clear KPIs and goals
. • Some managers do not share the vision and goals with their team.
• A culture of blaming and seeking mistakes exist between departments.
• High employee's turnover and talent loss.
Employee's descriptions:
• New employees, with no experience or moderate experience, fresh mind, and willing to adapt and
learn.
• New employees with moderate experience, but highly arrogant and not convinced quickly.
• Moderate experience employees, frustrated and uninterested to stay in the company.
• Old employees, with high competencies and experience, but careless and passive.
• Old employees, with high competencies and experience, they are influencers and can affect positively or negatively
• Old employees, with average competencies and high experience, they believe that they do not need to change.
• Old employees, with average competencies and high experience, but not productive.
You were hired by the CEO to develop an improvement plan in order to reduce the mentioned problems and create a customer-centered and collaboration culture for the entire company.
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