Greetings ladies and gentleman
I hope you’re all doing great..
Today my collegues and myself will be crtically analysing the case study of yakkatech Proprietary limited company
So I will initially be introducting the case study to you
Followingly avinash will be identifying the symptoms and problems in relation to the company
And last but not the least hasher
As mentioned before, Yakkatech operates four customer service centres and is a company in its growth stage. Also, its customer service has doubled in the five past years prior to the case study. Yet, this rapid expansion brought about many issues, such as a rise in customer complaints about poor quality service by the executives, in the sense that the time taken for them to respond to their problems was too slow. In order for customer complaints and queries to ...view middle of the document...
While these measures did lower the employee turnover rate, the productivity level oppositely shrank altogether and as a result, customer service complaints remained unchanged. Also the case highlights that the employees and the various departments within the firm were also often in conflict and disconnected, indicating them to be among the factors causing the dissatisfaction of customers, the inappropriate level of performance of the overall business and also the poor quality service being offered to customers.
Goal setting is the process of motivating employees and clarifying their role perception by establishing performance objective. It requires several specific characteristics. One popular acronym SMARTER
Specific- The task that needs to be accomplished must be specific that is how to achieve it, when, where and with whom it should be accomplished.
Measurable- The quantity of goals achieve and the quality achieved.
Achievable- Setting achievable goal that can be achieved by the employees.
Timed- Framed- Allocate a limited time to achieve the required goal.
Exiting- Creating challenging goal to increase commitment of the employees
Reviewed- feedback of the job provided given to the employees.
Feedback of the service provided is important as it helps for improving the services. A survey is the most relevant tool to be used. It can be sent by email to the clients that have received help from the customer service. They would be able to rate the service provided and to highlight the problems and to suggest for improvement.
1. Specific—connected to goal details
2. Relevant—relates to person’s behaviour
3. Timely—to improve link from behaviour to outcomes
4. Credible—from trustworthy source
5. Sufficiently frequent
* Employee’s knowledge and/or experience
* Task cycle