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Index/EnglishChange Management – Problem at the WorkplacePROBLEM AT THE WORKPLACEThe target of mystery customer survey result has been allocated by the management team is 85% for the current quarter (Jan – March 2017), but the last quarter, we have achieved the mystery customer survey rating was (Oct – Dec 2016) 69%. This was not a good sign for our entire branch, also we have loss the profitable customers and the branch profit during that period. The branch employees also haven’t got the expected Bonus/Incentives from the management which they have allocated for last year.
PERFORMANCE MEASUREMENTVery Good – 80 > 100Good – 60 > 79Average – 30 > 59Poor – 0 > 29How well our branch performed?CHART IOVERALL SCORE – 69%ANALYSIS AND INTERPRETATION OF RESULTSVERY GOOD (80>100)GOOD (60>79)AVERAGE (30>59)POOR (0>29)TABLE IWEIGHTS ALLOCATEDCSO SERVICESCSO KNOWLEDGECSO SALESTELLER SERVICETELLER KNOWLEDGEINSIDE APPEARANCETOTALCSO – Customer Service OfficerTABLE 2QUARTER – OCT – DEC 2016BRANCHCSO SERVICESCSO KNOWLEDGECSO SALESTELLER SERVICETELLER KNOWLEDGEINSIDE APPEARANCEOVERALL SCOREWEIGHTS ALLOCATEDPETTAHCalculation: 92 +85+26+85+28+98 = 69%6The table 1 explains the six service standards of Customer service officer, teller and the branch appearance, and the weights allocated by the mystery customer survey for each standard of services.
According to the table 2, for the quarter Oct – Dec 2016 It shows that the rating was 69% of low rating, because of the low scored in Teller Knowledge and the customer service sales.it shows that when the evaluation was performed Teller and the Customer service officer’s service standards not meet the expected, level.
The chart 1 shows the overall score of 69%. from the left sight, its shows the Service standards, and the bottom of the chart shows the numbers & colors allocated for the score.
However, our target is to achieve 85% in the first quarter (Jan -March 2017). Also, that the problem we have faced in the past will be sorted in this quarter (Jan -March 2017).
IMPACT TO THE ORGANIZATION/BRANCHLoss of CustomersUntrained employees cannot able to deliver a good service to the clients, they also lack adequate knowledge and skills, update about the internal circulars and product knowledge to provide satisfactory customer service. This combination results in dissatisfied customers. The organization will experience declining sales if dissatisfied customers choose competitors who can provide a better service. The loss of a customer means lost sales and revenue, the cost of replacing this revenue is much higher than the cost of retaining the business. The loss of a customer may become an opportunity for our competitors. Also, the loss of a customer can be the beginning of a bad reputation for our entire organization.
Branch: “Employees that have left the business”
Sears, Inc.
1. “Employees that have left the business have not hired a “supervisor” to supervise the operations of the company”.
Sears, Inc. 1. “No security deposit has been collected for employees who have left the business.”
Sears, Inc. 1. “…it appears that the [Supervisor’s] order that was issued to the company for the employment of the S.T.A.”
Barry
Maine
1. “Employees in the company”
Barry, M.C. 2. “Employees”
B.Y.M.M.
1. “Employees. An officer, agent, or manager that has not joined the business has been deemed to have left the business, and any such employee that remains an employee of the business, is entitled to an immediate, full pension from the company, provided the employee has a reasonable opportunity to leave the business.”
The S.T.A. does not apply with respect to a company that has hired a person for the first time for the sole purpose of “employing” them (“S.T.A.”, Section 5.16.5.5 of the S.T.A.)
2. “Employers are required by the S.T.A., as applicable, to immediately notify a supervisor of their intentions. This requirement is based upon consideration of your individual financial situation and other relevant circumstances.”
Staff benefits will be decreased/reduced.Because of the low rating the branch will not able to get the considerable profit/income, from that income only the staff members benefits/incentives were decided.
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