Course Project 4

Implementation Plan

Marquita Watkins

MBA5001 | Organization Behavior & Communication

South University - Online

May 22, 2019

Organizational Changes

The relationship between an organization and its customers greatly influences the realization of the company’s goals and objectives. There is a small margin between the code of conduct in an organization and the firm’s customers. One of the organizational major change has been to improve the Corporate Relationship Management. Any corporation’s ethical practices impacts on the level of customer satisfaction. Therefore, the company requires to set up a concrete and well-structured Customer Relationship Management (CRM).CRM has vast strategic importance which are directly proportional to the company’s success in achieving goals and maximizing profits. CRM helps in building trust between the company and its customers. Trust is an integral factor in the daily operations of the corporation. Without trust, there will be decline in profits, customer satisfaction and ultimately result in the collapsing of the business entity (Knauss, 2010).

CRM stands out to be the most successful way in building and maintaining the relationship between the company and its customers. It also increases the morale in employees but ensuring that they often interact with customers. Through selection of the customer’s emotional, physical and personal needs, CRM helps the company’s management to choose the specific customer needs. A good and efficient CRM holds historical information of customers’ purchases, comments and complains. These strategically grows the business and helps in envisioning the future customer needs. Customer Relationship Management also helps in cherry pick the most profitable customer. Appropriate application of CRM sieves the customers based on their purchases therefore improving the way all customers are served. This system is also efficient in identifying and engaging new customers. The CRM system aims at pinpointing business opportunities after which potential customers are pursued. CRM also reduces the total cost of operation. The system is effective with a reduced number of employees working on it since it requires less work to maintain.

The organization has also purposed to improve the employees’ remuneration and benefits package. This package includes better promotion criteria together with an improved salary. Human capital is not listed as a company asset. However, human capital is an essential asset in any firm. Human labor is involved in almost all operations. The importance of this force cannot be ignored in any institution. Human capital comprises of all the attributes related to all individuals in a company’s labor force. This can include all the accrued knowledge, personal habits, ability to communicate with other people (social) and any other characteristic related to a workforce. The human capital has the prowess to undertake company work to give a benefit most preferably an economic value. Human capital is used to perform specific tasks that require special skill set and knowledge. This human capital is made up of all the positive and negative characteristics accompanied by being human. Such human characteristics include level of experience, skills, knowledge, hobbies, cognitive ability, the power to judge different situations, capacity to improve and learn, level of training and wisdom. These resources are combined in a bid to achieve the goals and objectives of the company.

The human capital resources are within the individuals working in the whole population within the enterprise. Research has shown that enterprises which invest heavily in human capital have enjoyed economic success (Gibbon & Waldman, Enriching a theory of wage and promotion dynamics inside firms, 2006). Company’s which fail to invest in human capital experience losses and underperform compared to their like-sized competitors. Human capital stands in for a form of wealth held inside the people’s attributes. Some economists have argued that human capital is the backbone of any development in a nation (both human and economic development).Taking a look at the economic value of the human capital shows that these resources include psychological, social, physical and biological conformation within an interactive economic enterprise.

Resolution of Conflicts

Some of the conflicts arising due to such implementations will be mostly fueled by resistance to change and internal conflicts between the employees. A better remuneration package together with a more improved system for promotion means that some of the employees will enjoy better salaries. As such it is possible for constant conflicts as with more competition for competition comes with more conflicts. There should therefore be a well laid out plan to ensure that the conflicts are well resolved. It is imperative for the management to understand the possible conflicts since it will aid in coining better solutions. Conflicts are part of new processes and thus working on them should be approached with caution.

Conflict resolution skills are important in any business organization to ensure that all systems run smoothly. Conflicts within the organization lower employee productivity by creating a hostile working environment. Conflicts also lower morale leading to reduced company production. A conflict between co-workers where there is a difference in opinion can be solved in different ways.an example of such a conflict where equally placed employees have different views, approaches and styles can result into bruised feelings. The conflict is solved via avoidance, defusing and confrontation. It is important for management to avoid indulging in the conflict. This will allow conflicting members to find solutions and possibly solutions. Avoidance also allows management to consider different approaches with maximum results. Defusing involves calming and soothing the conflicting parties to ensure that all parties come into agreement without hurt feelings. Defusing also helps in ensuring that the conflicting parties understand the importance of coming into agreement. After all parties have no bitter feeling, the management should confront the parties. This ensures that individual members of the conflict understand their doing and undoing. Confrontation also aids management in ensuring that both parties position is well understood and considered (Albrecht, 2015). This allows arbitration where the problem is well solved without creating further hostility between any employees.

Change Implementation Plan

Individuals fear change, and it is significant that means are taken towards making them grasp this change and be a vital part of the change process. It is a procedure that experienced numerous difficulties, most strikingly, an immense opposition for it to take place. There are two or three reasons that drove the organization to receive this new hierarchical structure. Among them was to decentralize power and make the progressively self-ruling. In the framework structure, control was concentrated. The nation head's inclusion in maintaining the business was decreased since they even the business heads in their own nations would straightforwardly report to the headquarters. This left their options limited with regards to the impact they could apply on the business sets out toward better execution of the association. The part of likewise obliged self-rule comes to play in the grid structure when business heads who are in exceptionally far nations report at the central station, implying that the base camp are mindful notwithstanding for the choices on the ground. The organization saw the need to change this with the goal it would be self-governing, in order to diminish organization and enliven basic leadership forms. This change was likewise important to improve the relations of the departmental heads and the Country head through steady correspondence, subsequently making the cooperation soul fundamental for effective business operations.

The organization will further improve in making future plans. This will be implemented through use of better analysis. The suggested system will be use of business analytics. Business analytics (BA) is the combination of all the knowledge, technical skills and business practices for the purpose of future business planning. This is a continuous process which encompasses deep exploration of existing past factors within the business. Business planning requires an iterative consideration of how it performed in the past. This forms a strong basis for developing new business designs based on accurate data. Business analytics is strongly based on information corrected via statistical methods. This method has grown in use due to its importance in business decision making. Application of data gathered from statistical methods improves decision making by enhancing predictions into the future. Business analytics can be used to come up with automated decisions which increase performance and lower risks. Business organizations business models to predict future problems while coming up with possible human responses (Davenport, 2009). The method is also popular today since it provides accurate data on past problem solving methods with an analysis on their success or failure. The method has also gain popularity in organization due to its results in prescription. Business analytics particularly prescriptive analytics applies simulation or maximization to offer feasible solutions to business problems. Business analytics has been popular by the growing trend in application of computers and technology in businesses. This offers infinite possibilities to increases flexibility in business firms.

Communication Plan

The best communication plan should have the characteristic of continuity meaning that its initial implementation should be sustainable even in future. As such the feasibility of the communication plan in this organization border the correct application of social media and technology in communication. It is important for the organization to embrace the fact that technology is rapidly growing. For this reason the changes causes by implementation of the new policies will be communicated through social media networks fashioned for only the members of the organization. Such a plan will stand the test of time and help in future company changes.

A communication plan should include application of both traditional face-to-face communication and electronic medium. The existing funds should be used to purchase communication tools and also give team members lessons on importance of good communication and team work. After clearly outlining the roles of each team member, every individual will be able to communicate effectively. Such channels will include email, printed reports, presentations and websites. Additionally, the team will open communication and information update on social network platforms. All information will be passed to the management after which feedback will be given through any of the above named channels. The communication plan also incorporates a glossary plan for all the resources required in execution and provision of better customer care services. The communication channels are regulated by the management to ensure efficiency in feedback and implementation (Lumen, 2011).

References Albrecht, S. (2015). Employee engagement, human resource management practices and competitive advantage: An integrated approach. Journal of Organizational effectiveness, 34-45. Davenport, T. (2009). Competing on analytica: the new science of winning. Boston: Harvard Business School Press. Gibbon, R., & Waldman, M. (2006). Enriching a theory of wage and promotion dynamics inside firms. Journal of labor economics, 24(1), 50-120. Knauss. (2010, January 19). The role of business ethics in relationships with customers. Retrieved from Forbes: http://www.forbes.com Lumen. (2011, May 23). Why It Matters: Teamwork and Communication. Retrieved from Lumen: https://courses.lumenlearning.com/wmopen-introbusiness/chapter/why-it-matters-11/