CASE 5

Running head: FLUOR COMPANY 1

FLUOR COMPANY 4

FLUOR COMPANY

Student’s name

Institution affiliation

Fluor is company that provides technical and professional solutions in the process of delivering well executed, safe, procurement, and capital efficient engineering and construction projects all around the globe. To therefore deliver these kinds of projects and services, the role of the project manager is very central and without the services provided by him sometimes these services become hard to achieve or even impossible considering the fact that the organization delivers their services all over the globe. (Cooper & Lee 2019)

Neil Cameron who is the project manager in the company is considering coming up with ways in which the services that the company is delivering can be more effective and efficient for the better of the clients specifically in the United States. With the organization serving a huge number of clients all over the country and in the different states, the need to improve the services provided to ensure that they are not only of high class but that they are also delivered in real time and with efficiency is something that the Neil Cameron in Flour company is seeking to address.

Currently the main problem that Neil Cameron is facing is customer service provision, the fact that the organization has a significant number of clients that they are serving in the United States means that customer service should be very vigilant and sometimes this is not achieved effectively which becomes a problem not only to Neil Cameron but also to all the other departments. Coming up with ways in which the company can help in reaching all these clients at the right time in some cases is a big issue and this ends up making the clients to sometimes not to be satisfied with the time frame in which the projects are done.

Neil Cameron specifically has noticed that when it comes to customer services during negotiations and other activities regarding to the projects, most of the clients would prefer having a face to face meetings with him rather than waiting for responds that are sometimes done electronically and the intervals in which the responses are given are sometimes long. In as much as many clients of the company are considered to being loyal customers to the company, there have been cases whereby the company has witnessed cases where the loyal customers are demanding that they get to be more interactive with the project manager as the other small departments that are assigned to the clients sometimes do not provide the customer services that are expected.

In order therefore to close up these loopholes that are seen in the company, the Neil Cameron has proposed some strategies that would help in solving these issues on customer service especially in client communication after projects have been already procured. The first thing that Neil Cameron is considering is assigning more face to face session with the clients who are considered to be loyal to the company. The project manager is not only seeking to create time in the office for the clients but also seeking to make impromptu visits to the sites in which the company is carrying out its activities in different locations. This will specifically help in tackling the issue where the clients are feeling that Neil Cameron has only assigned different departments their projects but do not care about the clients.

Another thing that the Neil Cameron has proposed to do especially when it comes to tackling the issue on customer service, he has proposed an idea to the management that more customer cares should be deployed to attend to the needs of the clients in the different parts of country in the different states to ensure that the clients are attended to at the right time and efficiently. The main goal of Neil Cameron is to therefore ensure that he does take care of all clients and at the same time provide services that do not overwhelm the company.

References

Cooper, K., & Lee, G. (2019, April). Managing the dynamics of projects and changes at Fluor. In Proceedings of the International System Dynamics Conference (pp. 1-27). Retrieved from: http://www.kimwarren.com/files/Managing_Projects_at_Fluor.pdf