Proposal Project

Running Head: SUMMARY 2

SUMMARY 2

Student’s name: Gregory Dayes

Instructor: Susan Wind

Course: BUS 470

Date: October 29, 2020

Summary

Question 1

The problem will affect some stakeholders more than the others. For instance, if the call center representatives continue failing in their responsibilities, the communication between different stakeholders within the organization will also be affected. Consequently, the activities of different stakeholders will be affected in different ways such as the poor employee engagement, poor consumer-organization communication and even poor communication of feedback from different levels in the organization. Stakeholders such as customers and shareholders will be affected the least (Bartel.et.al, 2016). Shareholders will only be affected if they lose money due to poor sales.

Question 2

The human resource department is likely to get excited by having to do performance reviews. This will help in increasing employee motivation by letting them know how they are performing. The employees will also gain more skills from the training sessions they will undergo, especially those working the call center. Due to the costs incurred, investors and the organizational leaders may not be comfortable with the solutions at the beginning. However, they are likely to enjoy more profits in future since the turn-over rates will be reduced.

Question 3

The human resource strategies in the company are aligned with the ultimate organizational strategic plan. The HR strategy will minimize costs and turnover rates, thus enhancing the profitability of the company (Bartel.et.al, 2016). Therefore, the department is able to be more influential, thus increasing the revenue generation of the company. From the data, poor quality services from call center representatives led to 2% decrease in clients, 5% increase in voluntary employee attrition, and $550,000 loss in annual revenue. The increased attrition levels costed the business $80,000 annually. The assessment and improvement of the call center representatives’ services by the human resource department will be instrumental in reducing the costs incurred due to poor quality services.

Question 4

The stakeholders who will act as sponsors in the implementation of the problem solution are the CEO and shareholders. I chose them mainly because they will be able to appreciate the value of the hard work that they do for the success of the business. They will also be able to share their vision, and make it easier to align their strategies.

Question 5

The call center representatives will be directly affected by the problem solution. They will implement different approaches of performing their duties, with the aim of performing better. Therefore, they will be required to adjust to their new ways of working.

Question 6

If the executive leaders in the company do not support the problem solution, they will be potential roadblocks to solving the problem. If the HR manager and other executive leaders oppose the change, the problem solution will not be followed through (de Vries.et.al, 2018). If there will be no follow-up, then the implementation of the problem solution will not be effective. Therefore, it is important for the executive leaders to identify the importance of performance appraisals within the company.

References

Bartel, C., Baldi, C., & Dukerich, J. M. (2016). Fostering stakeholder identification through expressed organizational identities. The Oxford handbook of organizational identity, 474-493. Retrieved from https://books.google.com/books?hl=en&lr=&id=vu7mDAAAQBAJ&oi=fnd&pg=PA474&dq=Description+of+different+organizational+stakeholders&ots=I9KZDi10rr&sig=2eSbIofr5jEbmNYn0FV0Tlxzsc0

de Vries, H., Tummers, L., & Bekkers, V. (2018). A stakeholder perspective on public sector innovation: why position matters. International Review of Administrative Sciences, 84(2), 269-287. Retrieved from https://journals.sagepub.com/doi/abs/10.1177/0020852317715513