Case Study: Weekly Video Analysis
Weekly Video Analysis Report
Weeks 3 and 4
Bravo’s Consulting Agency
Yvonne Jackson, Darren Gregan, Esmeraldita Luciano,
Mark Parish; Tedra Wilkinson, Ronald Moore
BUSNN460 – Senior Project
Melissa Stec, Professor
1. Issue: Jack have a good plan for the implementation of the ASRS, but poor planning. To implement the system they are going to have to use IT and bandwidth personnel who are already involved in other projects and obviously have not been informed. 2. Issue: Customers are having to go through a long process in order to have direct communication with Customers Service Representatives. They are having to pick from a long list of choices and to long of a wait listening to recordings after recording, …show more content…
Issue: Customers are having to call to get information on how, where, and what they need to do in order to return a product they purchased.
4. Issue: CanGo has an issue with the way their web site is designed. They are losing customers and the ones who are browsing are not buying, which seem to be the same problem other sites are having.
5. Issue: Nick whom is a Senior Staff Member is employed by CanGo as a swing operator in the shipping, expediting, and marketing departments. He has a degree from City College in New York, although it is reported that Nick led the company in sales during CanGo’s last quarter, Nick is always confused about everything. He’s not organized, can’t seem to keep information where it can be found, and don’t seem to take his job seriously.
6. Issue: Conservative on the expected improvement numbers; process flow chart nowhere near being done, the “buck” was being passed as to who had the flow chart; peer Pressure used by VALS2tm to sell more product; current campaign seem to work with a market in a different …show more content…
Choose 1 if you need to speak directly to a Customers Service Representative.
b. Choose 2 if you are calling to check on your order.
c. Choose 3 if you are willing to complete a short survey.
3. Recommendation: Each package should include instructions as to how, where, how much time the customer has to return any items purchase, requirements for returns (CD preciously opened cannot be returned) addressed pre labeled tags, Customers Service telephone number and option number they need to pick for faster service.
4. Recommendations: CanGo need to re-design the web site to appeal to the type of customers who are most interested in the type of products they offer. They need to reach customers and request their input. The use of surveys would benefit them to gain this information. Once again making, it a simpler way for the customers to communicate with Customers Service, including satisfaction surveys with each product they ship and offering their customers the choice to log in and completed on line satisfaction input may also be a good way of getting their customers
Weeks 3 and 4
Bravo’s Consulting Agency
Yvonne Jackson, Darren Gregan, Esmeraldita Luciano,
Mark Parish; Tedra Wilkinson, Ronald Moore
BUSNN460 – Senior Project
Melissa Stec, Professor
1. Issue: Jack have a good plan for the implementation of the ASRS, but poor planning. To implement the system they are going to have to use IT and bandwidth personnel who are already involved in other projects and obviously have not been informed. 2. Issue: Customers are having to go through a long process in order to have direct communication with Customers Service Representatives. They are having to pick from a long list of choices and to long of a wait listening to recordings after recording, …show more content…
Issue: Customers are having to call to get information on how, where, and what they need to do in order to return a product they purchased.
4. Issue: CanGo has an issue with the way their web site is designed. They are losing customers and the ones who are browsing are not buying, which seem to be the same problem other sites are having.
5. Issue: Nick whom is a Senior Staff Member is employed by CanGo as a swing operator in the shipping, expediting, and marketing departments. He has a degree from City College in New York, although it is reported that Nick led the company in sales during CanGo’s last quarter, Nick is always confused about everything. He’s not organized, can’t seem to keep information where it can be found, and don’t seem to take his job seriously.
6. Issue: Conservative on the expected improvement numbers; process flow chart nowhere near being done, the “buck” was being passed as to who had the flow chart; peer Pressure used by VALS2tm to sell more product; current campaign seem to work with a market in a different …show more content…
Choose 1 if you need to speak directly to a Customers Service Representative.
b. Choose 2 if you are calling to check on your order.
c. Choose 3 if you are willing to complete a short survey.
3. Recommendation: Each package should include instructions as to how, where, how much time the customer has to return any items purchase, requirements for returns (CD preciously opened cannot be returned) addressed pre labeled tags, Customers Service telephone number and option number they need to pick for faster service.
4. Recommendations: CanGo need to re-design the web site to appeal to the type of customers who are most interested in the type of products they offer. They need to reach customers and request their input. The use of surveys would benefit them to gain this information. Once again making, it a simpler way for the customers to communicate with Customers Service, including satisfaction surveys with each product they ship and offering their customers the choice to log in and completed on line satisfaction input may also be a good way of getting their customers