BUS/475 CAREER CONNECTION: Final Strategic Plan

Running head: Strategic Plan Part 1: New Product or Service 1

Strategic Plan Part 1: New Product or Service 7

Strategic Plan: 360 Mobile Repairs Services

Jimmy Carrasco

BUS/475

March 30, 2017

Prof. Dave Faiella

Introduction

In the contemporary business environment especially where businesses are conducted wholly or partially on a digital platform, customer service has become an important component in driving customer satisfaction and customer satisfaction. Customer satisfaction is common challenge for many brands. Today social media which has grown in usage allows customers to share bad customer service experiences which in turn affects performance of the business. Customers are often adamant to forgive a bad customer service experience. Usually, there must be twelve consecutive good customer service experiences before a customer convinced that the company can offer good services. The following business idea is based on the fact that mobile gadgets have become an important component of everyday communication. The problem is the manufacturers do not have customer care centers in all countries and sometimes the dealers or retailers do not help. This customer experience is outright negative. To solve the problem of mobile repair I have come up with company called 360mobile repair. The division will roll out its services in more than 10 regions across the world in markets where the company has a strong presence. Services will be offered on demand for the simple problems, as well as job orders for more complex problems. For the latter part, customers will drop their devices and pick them later after a day or two. The company will also offer online support for customers in terms of smartphone performance Optimization and data recovery.

Vision Statement

A broken smartphone could require a lot of money to repair. The cost increases especially when the smartphone is one of the most expensive brands such as iPhone and Samsung’s Galaxy series smartphones. This is especially, a problem in many countries around the world. The division brings in a solution by building strong relationships with customers and pursuing a marketing plan that puts customer experience at the top. My goal is to build an internationally acclaimed brand that resonates with smartphone devices repair, as well as, good customer service.

Mission statement

The company is committed to exceptional service, 360 mobile device repairs intends to bridge the gap of bad customer service and the lack of easily available repair services. The company hopes to create a strong bond with the customers driven by customer satisfaction and positive referrals. By being strongly focused on ethical business and economic activities, the company will develop quality customer service leadership, which will help the company expand to the new markets (Goldstein, 2015).

The vision and mission of the division reflect the core values of the business. They collectively espouse the strategic direction of the company. By identifying the current needs of the market, the vision and mission espouse the pathways that will be followed to meet the needs. Additionally, the vision and mission of the division also elucidate how the objectives, which are to increase the customer base for growth through referrals driven by good customer services will be achieved both in the short and long-term (Goldstein, 2015). The company also intends to make good customer service the hallmark of its service provision by ensuring that managers and employees are all trained on the importance of good customer service.

Additionally, the hierarchy of the organization structure will reflect the decision making where the top level leadership will have the final authority in making high-level decisions that further the core values of the organization. Some of the decisions that are considered high value decisions, which will affect how the company interacts with its customers. In addition, talent development will be an important strategy to bring the objectives set forth by the mission and the vision of the division, as well as those of the company into fruition. Training employees on emergent trends in customer care and technology allows the employees to help the customers better. This strategy will also enable to create a strong and competitive global brand in the future.

Core Values and Competitive Advantage

The core values which anchor on good customer service and value for money services are a solid basis of curving a niche for the division, as well as the company (Goldstein, 2015). The division will keep track of changing technologies in the mobile telecommunication devices industry so as to update its services and information accordingly. The company will also keep track of the changing mobile hardware and software because these areas are also experiencing rapid change and will affect the business going forward. As research indicates, this market is growing rapidly (Ibis World, 2016). Having a strong knowledge of the changing dynamics and the trends of the mobile computing world will be pivotal to the growth of the organization. Creating a positive brand image using integrated communication will be another way of creating a competitive advantage for the company (Abratt, & Kleyn, 2012). The first, overall cost leadership, is based on creating a low-cost-position. Here, a firm must manage the relationships throughout the value chain and lower costs throughout the entire chain. Second, differentiation requires a firm to create products and/or services that are unique and valued. Here, the primary emphasis is on “nonprice” attributes for which customers will gladly pay a premium.3 Third, a focus strategy directs attention (or “focus”) toward narrow product lines, buyer segments, or targeted geographic markets and they must attain advantages either through differentiation or cost leadership. (Gregory Dess University of Phoenix, 2014).

Social, Ethical and Economic Values of the Company

The division, like the company, is dedicated to environmental friendliness. As a result, the business model of the company is built around the issue of recycling. By making the devices useful for longer periods, the company hopes to make the environment safer. This also plays a role in environmental conservation because it not only reduces the demand for new devices but also lowers the mining activities for resources used to make components of mobile computing and telecommunication devices. This will contribute to environmental conservation because in the grander scheme it lowers the overall rate of omission. Additionally, the division also buys dead and faulty mobile phone, devices which will be refurbished and returned to the market for circulation. By prolonging the life of the devices, the company is also creating value for the customers because it means they can have time to save their data or important personal information on the devices before it completely goes out. In the economic front, the division hopes to give customers a significant return on their investment because the customers do not have to keep replacing their smartphones or devices every time they become faulty. This will save costs for the customer in the longer term.

The customer service of the division is built on the ethical principle of justice and fairness. This means that customers will get more value from their money because it is the least they deserve. Egalitarian principles of equality will also be applied in the division to ensure that all customers regardless of their background are treated the same (Crane, & Matten, 2016). These principles will also be applied in the HR practices of the division because the company hopes to create a level playing field for all employees where merit is the true yardstick of excellence. The division will have a culture of open communication backed by participatory leadership style. The division will have a culture synonymous to that of the entire company, which involves improving customer satisfaction and democracy for employees in job performance. Teams will also be utilized in the organization as major way to deal with problems. The division will also uphold diversity to reflect the open policy of the organization business pursuance, as well as employment policy.

Conclusion

The above strategy indicates that offering good and quality services is important for business growth because it drives customer satisfaction. For a service oriented business such as the one in the scenario above, having a good customer service team is important for business. This means that the company will need to train all its employees on the essentials of customer service. The strategy ties the division’s business goals to its social responsibility and ethical principles which is another important element for business growth in the current competitive business environment. a set of organizational goals that include both the purpose of the organization, its scope of operations, and the basis of its competitive advantage. (Gregory Dess University of Phoenix, 2014)

Retrieved

Goldstein, M., (2015). The Importance of Customer Service In Driving Your Business. Retrieved on March 27, 2017 from https://www.forbes.com/sites/coxbusiness/2015/10/20/the-importance-of-customer-service-in-driving-your-business/#70ed73951043

Australian Government, (2016). What is good customer service? Retrieved on March 27, 2017 from https://www.business.gov.au/info/plan-and-start/start-your-business/what-is-customer-service

IBIS WORLD, (2016). Cell Phone Repair: Market Research Report. Retrieved on March 27, 2017 from https://www.ibisworld.com/industry/cell-phone-repair.html

Abratt, R., & Kleyn, N. (2012). Corporate identity, corporate branding and corporate reputations: Reconciliation and integration. European Journal of Marketing, 46(7/8), 1048-1063.

Crane, A., & Matten, D. (2016). Business ethics: Managing corporate citizenship and sustainability in the age of globalization. Oxford University Press.

Gregory Dess University of Phoenix. (2014). Strategic Management: Creating Competitive Advantages. Retrieved from University of Phoenix, BUS475 website.