Hope Wireless HR Proposal
University of Phoenix
Lisa M. Plantamura Ph.D., D. M.
June 24, 2013
In support of launching a total reorganization of Hope Wireless, the third leading wireless company in the United States, the Human Resource Department will review and enhance several processes to include but not limited to staffing, performance appraisal, training and development, total rewards, and organizational behavior and processes. The goal is to transition Hope Wireless from good to great; from not only being an American company but a global company. The goal of this strategic organization proposal is to attract and retain the most qualified employees, improved company performance, customer satisfaction, prevent churn and increase revenue. Employees are Hope Wireless number one resource and a long term investment in employees is a long-term investment for the organization.
Part I - Hope Wireless HR Proposal Plan
Hope Wireless offers a broad range of wireless and wire line communications services encouraging mobile freedom to consumers, business and government users. By the end of the first quarter 2013, Hope Wireless had served more than 55 million customers with an employee base of approximately 60, 000 people. This is over 15 million more customer than one year ago. Hope Wireless is widely recognized for offering the most innovative technology and cutting edge devices and the most sophisticated network of all mobile carriers. Hope Wireless’s business objective is to position the organization to be the leading wireless company in the telecommunications industry. Hope Wireless is striving to offer world-class customer service, proactively identifying and meeting the wireless needs of customers and to offer benefits unlike any other organization. “Organizations in which people work affect their thoughts, feelings, and actions in the workplace and away from it. Likewise, people's thoughts, feelings, and actions affect the organizations in which they work” (Brief & Weiss, 2002). Over the past five years, Hope Wireless has progressively earned numerous customer service awards but most importantly the American Customer Satisfaction Index award. The American Customer Satisfaction Index group rated Hope Wireless No. 1 amongst all national carriers in most improved customer service particularly over the last four years. “Customer satisfaction is an important goal for providers of both services and products, and customer surveys are a commonly used instrument for evaluating that satisfaction” (Ammar, Moore & Wright, 2008).
Approximately five years ago, Hope Wireless was failing customer service surveys miserably and the customer satisfaction rate was fluctuating between anywhere from 65% to Part I - Hope Wireless HR Proposal Plan
72%. The telecommunications industry customer satisfaction goal is 85% or better. It was obvious across sites, states and countries that employees were not satisfied with their work environment and conditions. A supervisor task force proposed ideas to incite change across the organization. “Operation Smile” became a nationwide Hope Wireless initiative in addition to the “Go Fish” campaign. Operation Smile all employees to smile whether it was towards another employee or customer. Everyone in the organization was presented 20 SMILE cards of which agreements were electronically signed that each employee would award any employee they “caught” smiling. The quality analyst were charge to give a SMILE cards to employees they heard SMILING through the phone. The Operation Smile initiative alone increased the overall customer satisfaction rate by 9%, sometimes higher. Any employee who accumulated increments of 10 or more cards could earn exciting gifts. This was a six-month initiative that cumulated with a grand-prize drawing that varied depending upon the site and locality.
The next morale boosting initiative which would have a direct positive...
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