Question

once an organization determines that some aspect of its operations needs to change, they must translate what they want to change to how they want to change it. At the point where the plan is implemented, inevitably problems arise. Rarely is a strategy or plan implemented perfectly, mainly because it’s impossible to foresee every problem and accurately assess how employees with react in a given situation. Discuss two strategies, tools, or control systems which an organization could utilize to determine whether or not a plan is working as intended (e.g., customer surveys, profits/losses, etc.). Also include information about who is responsible for managing these control systems. Finally, incorporate factors specific to the saudi arabia which would positively or negatively impact these strategies. PS please provide an answer different from the ones already presented on this website

Answer 1

Implementation of any plan requires adequate monitoring analysis of efficacy of results generated along with efficient implementation to ensure achievement of the desired goals. Control measures are essential for quick intervention and response through required modification wherever any deviation from desired result may be identified. Open monitoring and control it is essential that standard or benchmark be established every level of the plan being implemented to enable efficient analysis for identification of deviations at the earliest possible point to minimise subsequent damages, risk and costs.

For implementation of an improved system of customer service an organisation needs to implement a system of monitoring and control by establishing a standard of customer service which should be challenging in itself and be the highest quality benchmark for the segment, along with due consideration for the past performance of the customer service department. The customer feedback should be received by the manager of the customer Service Department who should be responsible for monitoring on the basis of the feedback received from customers regarding the quality of service by utilising tools like the SERVQUAL model which is a device for measurement of quality of service on the basis of expected level of quality of service and actual value of service provided as perceived by the customer. The model allows for adequate identification of service gap thereby facilitating quick response time with immediate corrective action along with clear guidance song the required control measures for the specific service gap to be predefined. The customer relations department inadequately monitor and control customer service and greatly improved customer satisfaction by undertaking quick corrective action.

The customer relation staff needs to be provided adequate training for ensuring achievement of the required improvement in customer service and greater customer satisfaction leading to improved sales and customer retention for the organisation. this needs to be undertaken by the Human Resource Department and the standard for performance needs to be set on the basis of quality of output required in the form of level of satisfaction generated for the customer. the performance standard should be established and needs to be measured against actual performance as indicated by customer feedback in perceived quality of service actually received by the customer from every employee. The input received from the customer as feedback for quality of service received in the form of information gathered through survey forms after a customer has been provided service can have dual benefits as being the basis for measurement of service quality and monitoring and control by the customer relation department and also the basis for analysis of performance of customer service star and used by the Human Resource Department for monitoring performance and undertaking further training improvement of employees wherever required.

Adequate training of employees and providing high quality customer service becomes much more important in a country like Saudi Arabia where many of the customers are high networth individuals and expect to be treated like royalty. It is essential that all staff be trained to interact with customers in a manner so as to enhance the overall customer experience through importance provided to the customers by making them feel that their satisfaction is absolutely essential to the organisation and the organisation values them. It is important that the customer experience be kept meaningful and customer feedback be provided adequate attention by providing immediate response an address concerns in case of negative feedback in order to influence the customers mindset and bring about a change in perception of service quality. The basic interaction in Saudi Arabia is governed by cultural norms a person's social status and dignity needs to be considered while conversing with them and also appointments and adequate repetition within the messages to make sure it is understood is to be implemented. The service staff should be trained to appear empathetic and compassionate and accept the customers point of view rather than force their own opinion upon the customer, at times even if the customer is wrong it may be prudent company policy to not point it out and provide the service anyhow, or if convene disagreement it has to be managed in a very discrete and respectful fashion.