Below are the list of problems categorized into short and long term aspects 1. People (Long Term)
Lack of relationship with the placed Executive Assistants who are working for Small business and Sole proprietorship clients. Collaborative planning and working is missing between Great People Inc and their clients.
2. Process (Short & Long Term)
The process in place is completely outdated and more of traditional approach which doesn’t work in this fast paced environment. It would certainly result a loss of business or customers in the long run. Lack of process knowledge and there is no SOP (Standard Operation Procedure) in place, which would have a major impact in the revenue. Accounting has little visibility over their contractors to generate payments.
3. Technology (Long Term)
Either Great People Inc don’t have any technology in place or they are using technology which is not efficient. The Database is outdated and doesn’t have realistic data.
Lack of leveraging or sharing technology between their clients This plays a significant role which affects their revenue and profits.
4. Performance Measurement (Short Term & Long Term)
Great People Inc isn’t aware of KPI’s and there is no Performance Measurement tool in place. Though there isn’t any sign or comment on dissatisfaction. It is likely to come in the future.
The problem mainly rose due to the customer service elements. As per the reading, the below is the list of problems Lack of reports and reporting tools – It is clearly evident that there was no efficient reporting tool which was in place, as we can see that the Great People Inc gathers information of completed contracts. Lack of Database – The database which is used by GPI is not current and they have call their clients every time to update such information. Accounting and Billing – Due to the large client base, they have to make sure every time while billing their clients on dispute billing. Lack of CRM – There is no CRM tool which is present between GPI, small businesses and proprietorship.
Lots of Customer Base
High in Manpower Resources
Higher Bargaining Power
People and Process
Lack of Reports and Reports Tools
Lack of Technological Bridge
Lack of Visibility in Accounting and Billing
Risk of Losing Customers on dissatisfaction
Seamless transfer of data through MS Access, Excel
Implementing CFPR and KPI
Rewards program and Contract to hire strategies.
Effective / Efficient CRM Tool ( Microsoft Dynamics)
Strategic Advantage of Technology by sharing or leveraging within clients
Dissatisfaction leads to loss of customer base
Welcoming Competitors to take control
High Attrition rates
Exhibit 1 – SWOT Analysis
The above analysis helps us to understand the Strengths, Weakness, Opportunities and Threats present in Great People Incorporated. GPI is under major scrutiny that the customers were dissatisfied or not happy about the current process. GPI should address those issues quickly with some process thought to avoid the same errors in the near future.
Exhibit 2: Performance Evaluation & Reporting Requirements
Exhibit 2.1: Points and KPI Metrics
Since we never had any numbers to quantify the case, based on assumption an evaluation and analysis is done. As per the above numbers, Great People would fall under “Average”. Reporting Requirements:
I would consider the above mentioned parameters mentioned on Exhibit 2 & 2.1 for reporting. Also, with the help of CPFR and CRM Dynamics, it would help Great People Inc to synergize their results and outcomes. All customer service elements such as Standards, Quality and Communication with customers would improvise to yield better results. It would also be nice to have the performance of each employee being placed, I would recommend if Great People Inc has provided more resources for any particular company onsite HR...
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