Description of the Work of an Internal Consultant in the Company CCL - Case Study Example

This is the major problem in this organization because its primary role is to supply Information Technology (IT) products and services. However, during the last two months, customer review was conducted, and it was found that most of the firm’s clients were not happy with the way the firm handles their services.It is essential to look at the entire process that a contract of service between CCL and a client is taken through. A customer signs an IT service agreement with the firm where the firm commits to offer the client excellent IT services.

These services may include selling of a software or hardware material to the client, installing IT gadgets to the client, and offering after-sale services such as regular updating and cleaning of the servers. There are several departments in the firm, but the main business for the firm comes from software and hardware sale and after-sale services. Once the customer signs an agreement for such a service, they pay the total sum of the agreement money to the firm, and the firm commits to always respond to any IT service issues raised during the agreement's existence.

All the customer has to do is to raise an issue through the IT department’s coordinator.It is the coordinator's role to raise a ticket on the problems and find the relevant IT engineer to fix the matter. The clients of this firm complain that there is a long wait time from the period they raise an issue to the time the issue is addressed. This problem is two-fold. The first aspect of the problem is the IT coordination team that might be taking much time to find and assign the engineer the duty to fix the client's problem.

In contrast, the second issue is the speed of reaction of the assigned engineer to respond to the issue and the quality of the service they render to the client. Overall, the specific problem is customer satisfaction.