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Workplace Operations And Customer Service 10-07-19
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Workplace Operations And Customer Service This is a solution of Workplace Operations And Customer Service Assignment[A8] in which we discuss Workplace Operations And Customer Service can help your company cope with aging systems and limited resources that can lead to fragmented Workplace Operations And Customer Services solutions
Introduction Performance Management has now become one of the most crucial factors in the concepts and approaches of contemporary business, especially the ones dealing in customer-satisfaction and service-delivery (Buckingham and Goodall 2015). The satisfaction of the consumers is the backbone of such enterprises and the fact that customer demands and expectations are highly dynamic makes it even more important to monitor and check the organization’s processes, externally as well as internally, in order to achieve maximum value in the business process. Hence Performance of a business organization is dependent on a variety of factors including economic performance, organizational harmony, employee retention, recruitment process, development needs and disciplinary procedures. The ACA Travel Agency’s recent issues regarding customer-dissatisfaction caused by organizational disharmony spotted the need for a performance appraisal system that would—firstly, investigate the work operations of the organization to identify the particular quality issues the Company has been suffering from, and secondly, recommending appropriate strategies that would mitigate the identified issues and help the organization develop stronger relationships with their customers and other stakeholders. The main aim of the Performance Management System is to add more value and integrity to the organization’s service-delivery system by improving organizational communicationBIZ101 – Business Communications and cross-functional involvement in decision-making processes (Ramlawati and Putra 2018). Referring to the incident of recent technical chaos at Sydney Airport, which was followed by ACA’s failure to cater to consumer expectations and demands due to poor quality employee performance and communication, this research encompasses a detailed investigation and recommends applicable policy amendments to avoid any such occurrences in the future.
Section 1 – Performance Management As the Manager of ACA Travel Agency, the recent issue of customer-dissatisfaction was investigated and analyzed to identify the need for a performance appraisal session with the consultant of the Company, Jane, who was also responsible for lack of judgment and priority—leading to the particular issue (Iqbal, Akbar and Budhwar 2015). Jane’s performance did not meet the standard criteria for the Company and incurred significant loss in terms of customer-loyalty. Therefore, the execution of the performance appraisal system would incorporate hypothetical discussions with both the stakeholders (employee and client), in order to strike a negotiation. Since not only will this enhance the stakeholders’ understanding of organizational expectations and approaches, but also prevent further similar issues.
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