Telephone and Mail-Order Company's Efficacy of Service Delivery - Essay Example

Since the company delivers the ordered goods in a regular manner, the total of 72 employees and seven supervisors under the customer service division must be efficient and well-coordinated. Moreover, customer service is the main function of modern businesses as it can play a great role in enhancing the sales volume.

(b) The needs assessment program is conducted to explore specific organizational requirements. So as to discover the potential organizational needs, this program must be designed in a planned and organized manner. While conducting a needs assessment program, it is necessary to meet all the service departmental employees personally. Since the employees are in close touch with the daily business activities, they can point out the most essential needs of the firm. It is also recommendable for the firm to evaluate the previous year’s financial statements to identify the weaker areas of the service delivery. Once the weaker areas are identified; the needs assessment program can focus on such areas.

II. (a) By the proposed training program, the management aims at the promotion of service delivery efficacy. The management believes that the proposed training program would increase the effectiveness of filling customers’ orders. Employees in the customer orders group deal with incoming calls from customers and record their orders on a central computer system that instantaneously checks the availability of each item ordered. These orders are then sent to the shipping department and subsequently delivered to customers. This process necessitates some technical and communication skills so as to meet the customer's interests efficiently. The planned training program intends to make the employees more efficient in answering customers’ questions accurately. Moreover, polite dealings with customer complaints would largely enhance organizational value since customer satisfaction has a direct impact on the volume of business.

(b) Although the training program has many objectives, it greatly emphasizes the effective delivery of customers’ orders. Backwoods is basically an outdoor clothing company and it is continuously engaged in goods as well as service delivery when required by the customers. Obviously, every customer expects timely delivery of goods at lower costs. As discussed earlier, service division employees are responsible for attending to customer calls and processing their orders. If they are not efficient or skillful in their job, it would adversely affect the compatibility of Backwoods. Therefore, the training program pays higher emphasis on the order delivery process of the organization. Read More