Management Communication Paper
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Proposal Outline
Introduction
Our Aim
Proposed Solution
Value Proposition
Clientele/fees
Who we are
Introduction
In todays world, competition is fast, fierce and furious. Every Organization is looking for that competitive edge that will make them light years ahead of competition and the most talked about way of achieving this is through excellent customer service delivery. Excellent customer service delivery results in increased customer satisfaction and ultimately increased profit
Premier Bank is one of the oldest banks in SaoTome that is consistently looking for ways to improve service delivery to customers; however a major barrier to achieving customer service excellence in the bank is lack of team work amongst employees. Often times, employees view themselves or departments as individual entities and not part of the whole entity, therefore team efforts are not directed towards the same clear goals. This is often as a result of communication break down or no communication between departments.
Our fact finding assignment reveals that eight out of every ten customer interactions with Premier bank is delayed or unsuccessful due to the following reasons
No one in the team knows what is going on except for the employee we spoke to
Employee no longer works in the department
Our request can ONLY be handled by one person and he/she is on vacation
Your transaction has been moved from our department to another and we cannot call them to inquire about the status of your request
You should be calling another department and not this department
To achieve competitive leverage in the banking industry, employees of Premier Bank must become Team Players. The battle to win the HEART and MONEY of customers begin with employees becoming TEAM FOCUSED.
OUR AIM
To assist premier Bank infuse in its people TEAM SPIRIT through:
Communication and follow-up skills
Effective collaboration, coordination and bonding
Self-awareness and self-confidence
Alignment of diversity of skills and personalities
Building high performance teams
Leadership Skills
Team work
OUR PROPOSED SOLUTION
To facilitate a 1 day Team Building session (8am-5pm) with focus on
The Power of paradigms
Self-evaluation tests
Maximizing opportunities in problems
Blind leading the blind
What motivates Team Work?
I vs. Team
The professional balance
Effective communication
Team Building Games
Diversity