Nt1330 Unit 1 Conflict Paper
My recent conflict was at work, I use an application that allows my clients to forward their web responses directly into our customer relationship management application, it parses information based on keywords. This is generally a simple tool that is usually set up on a one for one basis. One tool per company. However, a particularly large client has multiple web response addresses for different departments. The conflict began when my company changed the tool address on a few clients using a particular server, they informed the clients using this particular server, however because most of our clients just have one tool, this meant that the company with multiple tools only had one address updated. Which meant that for almost a month, one of
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Very unhappy clients, seeing the software as lots of work instead the marketed way.
4. Identify the Root Causes
a. A lack of communication between departments.
b. The updated server addresses, without informing the clients they will need to update their web response address.
5. Recommend and Implement Solutions
a. Greater communication between network engineers and front line technology staff
b. Implementation meetings when software is updated and deemed to effect large percentage of clients. So that client IT departments have time to implement changes.
c. Managers and team leads, should be responsible for communicating when something this large, that is going to affect multiple clients. Weekly meetings
d. Overload of information, so that the front line technology experts become blind to just another email update.
I believe that if the above steps had been followed, the fallout from our client would have been much more subtle. I think that if these steps are taken in the future we can curb the disruption of service to our clients. But, how does a company implement such a change? I believe we start at the front line, once a pattern forms and can be noted, we can then take it to the next level. Once this pattern of occurrences are recognized then it is time to put the Root Cause Analysis (wrote, n.d.) into action. Is this kind of system implementable? Yes, I believe it is. With a small amount of higher management involvement, and recognizing lower lever ability, a very powerful
Very unhappy clients, seeing the software as lots of work instead the marketed way.
4. Identify the Root Causes
a. A lack of communication between departments.
b. The updated server addresses, without informing the clients they will need to update their web response address.
5. Recommend and Implement Solutions
a. Greater communication between network engineers and front line technology staff
b. Implementation meetings when software is updated and deemed to effect large percentage of clients. So that client IT departments have time to implement changes.
c. Managers and team leads, should be responsible for communicating when something this large, that is going to affect multiple clients. Weekly meetings
d. Overload of information, so that the front line technology experts become blind to just another email update.
I believe that if the above steps had been followed, the fallout from our client would have been much more subtle. I think that if these steps are taken in the future we can curb the disruption of service to our clients. But, how does a company implement such a change? I believe we start at the front line, once a pattern forms and can be noted, we can then take it to the next level. Once this pattern of occurrences are recognized then it is time to put the Root Cause Analysis (wrote, n.d.) into action. Is this kind of system implementable? Yes, I believe it is. With a small amount of higher management involvement, and recognizing lower lever ability, a very powerful