Ab221 Project

Unit 9 [221: Customer Service]

Assignment Details and Rubric Final Project Scenario: Collin MacGibson, President of On-Time Technology Products, recently returned from a Manufacturing Technology Conference in downtown Chicago. As a result of talking with leaders of other companies, he is now considering establishing a tiered service system, an idea he shared with Mary Graeff. Part 1: Two page essay in a Word Document: As a CSR, what is your initial reaction to this new-tiered service plan by Mr. MacGibson and what would be some advantages/disadvantages of going to a tiered service approach at On-Time Technology Products? Would there be a risk of losing some of your smaller clients by using this approach? Whether or not OTTP decides on a tiered service plan, Mr. Mac Gibson believes they need more information from their customers. Based on the readings from unit 4, suggest feedback tools they can use to be able to analyze customer services concerns before they escalate into bigger problems. How would you go about servicing small clients in an economical way using technology? In order to be successful, make sure to address all the items on this checklist in your essay using an Microsoft Word document. Proposed Tiered Service Plan: Mr. MacGibson’s basic thought is to reward their B2B customers who give On-Time Technology Products $100,000 worth of business, an end-of-year “thank you payment” that reflects a 5 percent discount on all yearly purchases. In addition, those customers would receive a commitment to next- day turnaround time on the resolution of all customer service problems. Moreover, the customers who purchase $500,000 or more annually would receive a 10 percent discount and free delivery. The average B2B sale is $25,000. Current Service Plan at OTTP Provide all customers, regardless of the amount of their purchase, frequency of purchase or dollar amount spent per year, the same special attention. Our theory at OTTP is that a customer who makes a small purchase today might make a large purchase tomorrow. All our customers receive the same price, convenience and service. Checklist Part I: Final Project Customer Service essay:

• Analyze opportunities and problems of changing to a tiered service plan. • Examine what impact the proposed changes would have on the majority of current customers

who buy less than $100,000.00 worth of product each year. • Discuss how the proposed change would impact OTTP’s level of commitment to customers

who purchase less than $100,000.00 worth of product each year. Remembering the old philosophy of providing all customers, regardless of amount purchased with the same level of attention.

Unit 9 [221: Customer Service]

• Compare and contrast the components of OTTP’s old Customer Service Plan with the proposed plan.

Write your responses in complete sentences; provide specific examples when applicable. Check for correct spelling, grammar, punctuation, mechanics, and usage. Provide citations and references that you use in writing up the responses. Make sure to use the concepts you have learned from the text and answer all the questions thoroughly.

Checklist Part 2: The 7 slide PowerPoint presentation (this includes a title and reference slide):

• Analyze customer service tools to service to small clients in an economical manner (submit as a PowerPoint).

Place three to four bulleted points on each slide Put additional notes in the Notes section of the slide. See the quick step-by-step PPT tutorial in the course.

Directions for Submitting Your Assignment: Before you submit your 2-part Assignment, you should save your work on your computer in a location and with names that you will remember. Make sure your Assignment is in Microsoft Word format and MS PowerPoint Complete the two-part Final Project by downloading the Final Project instructions below (PDF). Review the “APA Simply Stated” PPT presentation as a supplement to the instructions as well. ------------------------------------------------------------------------------------------------------------------- Current Service Plan at OTTP Provide all customers, regardless on the amount of their purchase, frequency of purchase or dollar amount spent per year the same special attention. Our theory at OTTP is that a customer who makes a small purchase today might make a large purchase tomorrow. All our customers receive the same price, convenience and service. Proposed Tiered Service Plan: Mr. MacGibson’s basic thought is to reward their B2B customers who give On-Time Technology Products $100,000 worth of business an end-of-year “thank you payment” that reflects a 5 percent discount on all yearly purchases. In addition, those customers would receive a commitment to next- day turnaround time on the resolution of all customer service problems. Moreover, the customers who purchase $500,000 or more annually would receive a 10 percent discount and free delivery. The average B2B sale is $25,000.

Unit 9 [221: Customer Service] Final Project Grading Rubric Percent Kaplan

Possible Score For This Project: 100 100

Percent Points Points

Content per checklists: Possible possible Earned

Answer provides correct and complete information demonstrating analysis and critical thinking:

• Compare and contrast the components of OTTP’s old Customer Service Plan with the proposed plan. Analyze opportunities and problems of changing to a tiered service plan.

• Examine what impact the proposed changes would have on the majority of current customers who buy less than $100,000.00 worth of product each year. Discuss how the proposed change would affect OTTP’s level of commitment to customers who purchase less than $100,000.00 worth of product each year. Remembering the old philosophy of providing all customers, regardless of amount purchased with the same level of attention.

 Analyze customer service tools to

service small clients in an economical manner (submit as a PowerPoint).

30

25

25

80% 80

Writing, spelling and grammar 20% 20

Unit 9 [221: Customer Service] Total Points:

100% 100

Your Project Score: