Running head: PROBLEM SOLUTION: RIORDAN MANUFACTURING
Problem Solution: Riordan Manufacturing
University of Phoenix
Problem Solution: Riordan Manufacturing
Riordan Manufacturing is a global plastics producer who employs over 550 people and has annual earnings of $46 million. The company is owned by Riordan Industries and is a Fortune 1000 company. Riordan's major customers are automotive parts manufacturers, aircraft manufacturers, the Department of Defense, beverage makers and bottlers, and appliance manufacturers. (University of Phoenix, 2009)
Recently, Riordan made chosen to make several strategic changes in customer relations and employee satisfaction. Riordan has been facing declining sales and uneven profits over the past two years, which has encouraged them to adopt a customer-relationship management system (University of Phoenix, 2009). Customers are now serviced by sales teams in hope that the team approach will improve sales. Along with the issues of declining sales; Riordan has also seen a drop in employee satisfaction and has even had the highest decline in employee retention ever.
Situation Analysis
Issue and Opportunity Identification
Riordan Manufacturing is global plastics producer who has recently seen a decrease in sales. In order for Riordan to advance in the industry and increase their sales a new customer relationship management system will be created to ensure sales increase. This new customer management system will focus sales through a team base, not an individual sales employee. The reason for this is so that clients will be handled by a sales team that will include a sales employee, product specialist, and a customer services representative (University of Phoenix, 2009). The lack of customer service has become a key issue within the organization and Riordan has already found a way to organize their approach for changing the way they manage their clients.
Another problem facing Riordan is that their IT employees... [continues]
Problem Solution: Riordan Manufacturing
University of Phoenix
Problem Solution: Riordan Manufacturing
Riordan Manufacturing is a global plastics producer who employs over 550 people and has annual earnings of $46 million. The company is owned by Riordan Industries and is a Fortune 1000 company. Riordan's major customers are automotive parts manufacturers, aircraft manufacturers, the Department of Defense, beverage makers and bottlers, and appliance manufacturers. (University of Phoenix, 2009)
Recently, Riordan made chosen to make several strategic changes in customer relations and employee satisfaction. Riordan has been facing declining sales and uneven profits over the past two years, which has encouraged them to adopt a customer-relationship management system (University of Phoenix, 2009). Customers are now serviced by sales teams in hope that the team approach will improve sales. Along with the issues of declining sales; Riordan has also seen a drop in employee satisfaction and has even had the highest decline in employee retention ever.
Situation Analysis
Issue and Opportunity Identification
Riordan Manufacturing is global plastics producer who has recently seen a decrease in sales. In order for Riordan to advance in the industry and increase their sales a new customer relationship management system will be created to ensure sales increase. This new customer management system will focus sales through a team base, not an individual sales employee. The reason for this is so that clients will be handled by a sales team that will include a sales employee, product specialist, and a customer services representative (University of Phoenix, 2009). The lack of customer service has become a key issue within the organization and Riordan has already found a way to organize their approach for changing the way they manage their clients.
Another problem facing Riordan is that their IT employees... [continues]
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