Wakewood Case Study
WAKEWOOD Servicing International
Giampaolo
MBA - Non-standard entry case study – Brighton Business School
11th February 2010
Giampaolo Consulting
Preston Road
Brighton
East Sussex
UK
Tel: +44 (0)1273 123123
Mob: +44 (0)798123123 e-mail : giampaolo @aexp.com www.jumpyweb.com 11th February 2010
Graham Clifford
CEO Wakewood Ltd
Mithras House
Lewes Road
Brighton, BN2 4AT
Proposal on Change Strategy and Roadmap for Wakewood Servicing International
Dear Graham,
I am pleased to submit this proposal of work to support Wakewood Servicing International in develop a change strategy and a roadmap to success of the customer service dept. with also the integration of the marketing and quality departments plus increased product revenues in the next 2 to 3 years.
Background and Context
Wakewood Servicing has seen many challenges in the last 2-3 years, particularly in the past 12 months. The current recession has clearly pushed the need for “value for money” and customer retention, as such; your external customers feedback seem to be pressuring for increased quality of customer service, competitive products, pricing plus the speed of delivery.
The clear and measurable feedback gathered from your customers prompts the need to increase the level of service provided, this is needed in order to match expectations whilst doing so in a cost effective manner. Delivering the same services in the same manner as has been done in the past is acknowledged as an unsuccessful path to success. Fundamental changes in the services offered, how the services are delivered and the relationship with your customers are now overdue and must happen as soon as possible.
My internal analysis of the unit has also allowed me to identify the following few data points that I believe could be the potential causes of the units’ current poor performances: i) The units’ customer servicing technical platforms are based on 1st
Giampaolo
MBA - Non-standard entry case study – Brighton Business School
11th February 2010
Giampaolo Consulting
Preston Road
Brighton
East Sussex
UK
Tel: +44 (0)1273 123123
Mob: +44 (0)798123123 e-mail : giampaolo @aexp.com www.jumpyweb.com 11th February 2010
Graham Clifford
CEO Wakewood Ltd
Mithras House
Lewes Road
Brighton, BN2 4AT
Proposal on Change Strategy and Roadmap for Wakewood Servicing International
Dear Graham,
I am pleased to submit this proposal of work to support Wakewood Servicing International in develop a change strategy and a roadmap to success of the customer service dept. with also the integration of the marketing and quality departments plus increased product revenues in the next 2 to 3 years.
Background and Context
Wakewood Servicing has seen many challenges in the last 2-3 years, particularly in the past 12 months. The current recession has clearly pushed the need for “value for money” and customer retention, as such; your external customers feedback seem to be pressuring for increased quality of customer service, competitive products, pricing plus the speed of delivery.
The clear and measurable feedback gathered from your customers prompts the need to increase the level of service provided, this is needed in order to match expectations whilst doing so in a cost effective manner. Delivering the same services in the same manner as has been done in the past is acknowledged as an unsuccessful path to success. Fundamental changes in the services offered, how the services are delivered and the relationship with your customers are now overdue and must happen as soon as possible.
My internal analysis of the unit has also allowed me to identify the following few data points that I believe could be the potential causes of the units’ current poor performances: i) The units’ customer servicing technical platforms are based on 1st