Unit 1 Key Questions.docx - Lesson 1 Key Question Look...

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Lesson 1: Key Question Look again at the case study in Support Question 2. Describe…how a modern organization might be structured to deal with issues such as Jane’s computer warranty problem. Provide at least three examples of how a modern organization might have handled the situation differently than the traditional organization described in the case study. Traditional and modern organizations have very different business structures. The traditional organization handled Jane’s warranty issue ineffectively and passed her off from one person to the next, because the representative had no authority to deal with issues. In a modern organization with today’s technology and customer satisfaction as a priority, Jane would have had her issue resolved, efficiently and walked away a happy customer. In a modern organization, the customer service representatives are given more authority to deal with issues as they arise. In Jane’s case, when it was concluded that the address that the warranty was sent to was incorrect, the representative would have made the correction to the address while she was standing there or with one phone call. Even though both structures have a hierarchy of authority, the main difference is that the modern organization gives its front-line workers the tools, training and procedures to deal with most issues without having to escalate them to a supervisor or manager. Whereas, the traditional organization had Jane speak to several different people, before they even realized the address was incorrect. Jane’s issue could have been addressed, by simply using modern technology such as faxing or emailing a copy to the representative. Once received, the representative would not dispute the difference because the customer provided proof. In the traditional organization, Jane’s warranty issue still left her with conflicting information and no immediate resolution. Her account and receipt showed two different warranties. Even the manager couldn’t resolve the difference between the receipt and what was shown on Jane’s account because he was trained to read and stand behind what was on their computer. In conclusion, with the introduction to globalization, where the representative has access to an organization that may be spread all over the world, accessing information, or getting approval to change Jane’s address, validate her claim and resolve the issue, could be performed while she waited thus resulting in a satisfied customer. So, while the traditional organization may work for some industries, it does not work as well as the modern organization structure works when it comes to making customers happy or being able to efficiently resolve issues such as Jane’s.
Lesson Two – Key Question 2 a) Explain what the person did and/or did not do that earned him or her the title.

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