Week 3 assignment 1 & 2

Product Improvement

Leticia Cordero

INF342: Project Quality Assurance (CMJ612DS)

Instructor:  Allyson Heisey

March 28, 2016

Background Information

The development or improvement of product design is a risk venture that requires extra caution. Product development and improvement is the lifeblood of any organization because it ensures the company remains relevant (Doole & Lowe, 2008). An information technology company that deals in the provision of internet services all over the city is focused on the solving the constant network shutdowns that has seen the company losing many clients to rivals. The project is to help in analyzing all the network points to determine the source of the problem and come up with a viable solution. The project is on a tight schedule because of the urgency of the problem that has seen the company lose many clients.

Problem

The problem is the constant network shutdowns that cannot be explained by the company’s top management. The problem has been going on for one month, and the company is at risks of losing big clients. In most cases, the control center cannot determine the source of the problem because everything seems to be functioning well. Visits to many clients have been conducted to understand if the problem is related to installation, but everything seems okay at both ends. The current assumption is that the problem is related to the current background software that the company uses to manage clients. The goal of the project is to come up with the solution and a marketing strategy to convince former clients that the company has entered a new phase of quality services and products.

Effects of the Problem

The loss of clients is the direct effect of the problem. The industry is characterized by many firms offering the same services, which makes it easy for consumers to switch to reliable entities. The constant network shutdown has seen business and private clients experience heavy losses. As a result, a number of clients have already canceled their subscriptions, and many have issued threats of not renewing the service after the end of their current subscription.

The other impact of the problem is the damage it has done to the company’s reputation. The company has taken years to build a reputation of stellar performance and quality service delivery at all times. It is among the most reliable companies when it comes to the provision of state of the art internet services. The constant interruptions have led to many disgruntled clients posting negative images on the company’s social media account. The company’s reputation is still undergoing damage, which explains the need to find an urgent solution to the problem.

People Affected by the Problem

The problem has affected both businesses and clients with home connections. Internet is an essential service to most families in the country. Therefore, a simple disruption is a serious concern for all types of clients. Most businesses are part of the premium client group that are very crucial to the survival of the organization. It is imperative for the company to find a solution before the situation gets out of hand.

The consequence of ignoring the problem is the constant loss of clients and a tarnished reputation. The industry is very competitive, which means a small lax can lead to complete loss of business. Therefore, the company has to find a way to improve the quality of its services to remain relevant in the industry. It is also very critical to find a long-lasting solution for the company to mount a significant competition bid in the industry.

Voice of the Customer Analysis (VOC)

The customer is an important part of any organizations. Business exists because it can meet the needs of the customers. A crucial analysis of the customer complaints confirms the need for reliability. Customers are in need of a reliable service with a working helpline. People want to call and ask questions in case of any problems. The constant network problems have made most customers realize the value of a reachable customer service center. Customers acknowledge the company is offering high-speed internet at competitive prices. However, they are willing to compromise cost for the sake of reliability and quality.

Therefore, the project should focus on improving the quality of service by solving constant network problems. The establishment of an effective customer care center will help in solving simple problems that can be handled via instructions. The customer service should be supported by a tech team that is working around the clock to offer solutions. The key point is for the company to show reliability in every service. It is difficult to eliminate the possibility of customers having network problems, but is possible to respond in time and solve the problem.

References

Doole, I., & Lowe, R. (2008). International Marketing Strategy: Analysis, Development, and Implementation. London: Cengage Learning.

Heerkens, G.R. (2002). Project management.  New York, NY: McGraw-Hill.