Computer Industry - Term Paper Example

The industry has some gaps in the customer services delivery. One of the problems is due to the improvements carried out on new versions of software. Organizations are incurring costs due to the need to keep on retraining their workers to adapt to change. The developers do not take into consideration this factor and often will get complaints from the users. A case scenario is in the operating system scenario where most machines that were using windows XP are not compatible with windows seven which is the most current operating system.

The software industry has also been viewed by the customers as one of the industry that increases costs incurred by companies. This has been brought about by the gap that exists between the available developers and the demand of software. The return policy varies from country to country according to the legal framework of the country. Due to the nature of the industry software can only be returned under some conditions. For instance, the software seal should not be tampered so that a product can be accepted back.

After returning the product the customer will be refunded with amount of money used in purchasing the software. The customer must return the software to the country of purchase for this to apply. One of the things that I could implement is developing software that can allow backward compatibility of software. This will allow new software produced to be compatible with the legacy systems reducing the cost of acquiring new software on the client. Another solution would be to encourage development of software that takes environmental and working condition of customer into consideration.

Software companies should know that the client wishes to enhance productivity of the employees and not completely replace them. This will eliminate the culture that has been there that software is supposed to replace or reduce workforce within the organization. The most important resources within the organization are the employees (Laurie, 2004). The software industry major players have often denied their employees the ownership of their innovations. Companies own the copyrights of the software created by their employees.

To eliminate this problem there is need to make sure that developers also form part of ownership of the software they make. Additionally, employees could be allowed to own shares within the company. This will make them feel being part of the company and will work toward improving the image of the company all the time. The company should also formulate a reward system to boost the morale and motivation. This will be used in recognizing those developers who have produced the most successful products for a certain period of time.

Employee’s empowerment can be enhanced by retraining them on the most recent mode of software development. This will ensure that employees will always offer quality products to the clients which will improve the image of the company. Providing developers with the recent tools of development can ensure that they are on the fast track and up to speed with the current technologies. The developers need to have a development environment which will ensure quick delivery while ensuring quality of the product.

Customer service program Handling of complaints from customer will be carried with a lot of care and diligence. This will be done with the aim of achieving customer satisfaction. A call centre will be established which will be required to receive customers calls 24