Customer Satisfaction: Offset of an Effective Team
Ensure team effectiveness
BSBWOR502 WB921
Assessment Tool 1 - Case Studies 1-4
Case Study 1 - Zenith Software Company’s new team Zenith Software Company (ZSC) develops and distributes accounting software applications. The products have proven to be very popular with small businesses. The new Marketing Director, Rob, recently discovered customer satisfaction had diminished significantly. She discovered that her predecessor had focused entirely on short term profits and sales volume, unfortunately ignoring customer queries and their problems.
To boost sales and improve customer loyalty, Rob is going to recruit and train a new sales force.
EOC 1 Establishing a team performance plan
Question 1
Suggest ways the new recruits could establish a common understanding of team purpose, roles, responsibilities and accountabilities in accordance with organisational goals, plans and objectives.
It is very essential that new recruits and management have common understanding of team purpose and vision statement. Therefore, organizational goals must be “SMART”. In other words, goals must be:
Specific – ensure that goal is clear and not ambiguous. In order to create a specific goal, employees must be informed about what is expected from their role.
Measurable – this involves breaking down goals into measurable elements. Goals need to be measurable so that employees can keep track of what they are doing.
Attainable – make sure that goal is achievable after considering the effort, time and other costs that team members put on.
Relevant – ensure that goal is aligned with other goals. Having relevant goals will motivate employees further and drive organization in forward direction.
Timeliness – ensure that each goal has a time frame or target date. Having a time frame will put employees more commitment or focus on the tasks before the due date.
Question 2
What goals might Rob establish with his team to improve customer satisfaction?
Several goals that Rob can implement to
BSBWOR502 WB921
Assessment Tool 1 - Case Studies 1-4
Case Study 1 - Zenith Software Company’s new team Zenith Software Company (ZSC) develops and distributes accounting software applications. The products have proven to be very popular with small businesses. The new Marketing Director, Rob, recently discovered customer satisfaction had diminished significantly. She discovered that her predecessor had focused entirely on short term profits and sales volume, unfortunately ignoring customer queries and their problems.
To boost sales and improve customer loyalty, Rob is going to recruit and train a new sales force.
EOC 1 Establishing a team performance plan
Question 1
Suggest ways the new recruits could establish a common understanding of team purpose, roles, responsibilities and accountabilities in accordance with organisational goals, plans and objectives.
It is very essential that new recruits and management have common understanding of team purpose and vision statement. Therefore, organizational goals must be “SMART”. In other words, goals must be:
Specific – ensure that goal is clear and not ambiguous. In order to create a specific goal, employees must be informed about what is expected from their role.
Measurable – this involves breaking down goals into measurable elements. Goals need to be measurable so that employees can keep track of what they are doing.
Attainable – make sure that goal is achievable after considering the effort, time and other costs that team members put on.
Relevant – ensure that goal is aligned with other goals. Having relevant goals will motivate employees further and drive organization in forward direction.
Timeliness – ensure that each goal has a time frame or target date. Having a time frame will put employees more commitment or focus on the tasks before the due date.
Question 2
What goals might Rob establish with his team to improve customer satisfaction?
Several goals that Rob can implement to