Business Proposal

Professor Theodore Sarager

BUS-470

3/18/2022

Guerline P. Joseph

The main problem which was identified in my organization for this project was decreased levels of customer satisfaction; customers are not happy with the products and services within the organization and the project focuses on how to increase customer satisfaction and increase the revenues in the business. Looking at this project, the stakeholders involved have different attitudes towards the problem and issue (Stouten et al., 2018). The sales team are very worried and are willing to increase their efforts towards making sure the customers have a good experience in the organization.

The production team in the organization are also positive about the change in the organization and this is because there is need for the production process to be changed as well so as to be able to produce products which meet the needs of the customers and their specifications. Suppliers are also an important stakeholder in the change but their attitude is neutral because they have not yet been notified about quality standards being set. The customer service team is feeling so much pressured as they need to make sure the customers have a better experience when they come to the organization.

There have been various situations where there have been implementation of solutions in the organization related to organizational problems. The attitude of the stakeholders including the employees about the previous implemented changes is positive and this is because the employees have been able to see the long-term impact of these changes (Lee & Lee, 2020). The management’s attitude towards the change is not very positive and this is because they expect the solution to come with additional costs which will increase the overall cost of production.

When implementing this solution, the direct sponsor of the project will be the head of operations in the organization, and this is because he is also concerned about ensuring the customer satisfaction levels in the organization increase. The head of operations and the CEO are the potential sponsors of the project since they understand the issue better and are in a good position to sponsor the project. The main stakeholder that will be affected by the outcome of the solution is the customers in the organization. The organization is working towards bettering the experiences of the customers and after the completion of the project the customers will be able to enjoy good and high-quality services from our organization (Uzan, 2020). The stockholders of the organization will also benefit as a result of the increase in the overall profits of the company when more customers start buying from the organization.

Employees could present potential roadblocks to the solution and this is because not all of the employees will be on board with change immediately. There is expected to be a certain level of resistance from employees to the problem solution. This will be eliminated through meetings to teach the employees the importance of good customer service (Stouten et al., 2018). The vendors are a potential roadblock since the success of the project highly depends on them making sure that they send the right quality and quantity of materials to the organization.

References

Lee, S. M., & Lee, D. (2020). “Untact”: a new customer service strategy in the digital

age. Service Business, 14(1), 1-22.

Integrating the management practice and scholarly literatures. Academy of Management Annals, 12(2), 752-788.

UZAN, A. P. D. Ş. B. (2020). The relationship between strategic planning and customer

service quality improvement; field study on the quality of service in the water sector–Coastal Municipalities Water Utility–Gaza Governorates. Theory and Research In Social And Administrative Sciences, 203.

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