Company X Problem Analysis

Topics: Project management, Customer service, Customer Pages: 4 (1484 words) Published: March 21, 2006
Company X Problem Analysis
Through extensive analysis from the customer satisfaction surveys, and research from the satisfaction task force, Company X found three major problems areas. The company's programs reflect poor quality, the development times are taking longer than the projected due dates and a small portion of employees are discrediting the company name and values. Each of these problems has contributed to the main problem; the increasing rate at which Company X is losing customers and revenue. Defining problem and goals

Customers do not want to buy a product that is defective. Through thorough analysis, Company X has attributed the poor quality of its programs as a reason why customers are dissatisfied and seeking other vendors. The programs are full of bugs and glitches, which affect the overall performance of these programs. Company X also does not have access to as many resources as their competitors do, thus affecting the build and design of each program. Loss of revenue continues to make necessary resources even harder to acquire. Customers are losing patience with Company X because the overall development time for each program is taking too long. The excessive amount of development time is due to a lack of structure and organization within the company. Employees are completing tasks their own way instead of following a standardized set of rules or processes. The communication between managers, co-workers and subordinates is very poor causing delays in the overall development time. The biggest reason for slow development time is poor planning which is a direct result from lack of organization. The customer satisfaction surveys reveal that a small portion of Company X employees are a part of the problem. Customers have complained about certain employees acting unprofessional which is a direct cause of customer dissatisfaction. Upper management has also noticed employees' lack professional knowledge due to the lack of...

References: Brightline Compliance website (n.d.). Preventing Workplace Harrassment. Retrieved
March 8, 2006 from
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