Brief background of the case study:
This case tells us about the Information technology service firm (Yakka Tech Pty. Ltd.) This firm provides I.T services throughout Australia and New Zealand. Basically, this firm install and upgrades enterprise software systems and related hardware on the client’s sites.
To provide all these services it employees 1500 people. It has customer service division that consist of four customer contact centres serving clients within each region. Each customer service centre consists of half- dozen departments representing functional specialisations and a single department consist of more than two dozen employees.
Over last five years time period Yakka tech’s customer service business has nearly doubled. But this growth not only brought positive aspects to the company, rather brought various negative consequences such as, increased customer complaints regarding poor customer services, in-enthusiastic response from the employees, conflict between employees of various departments, increased number of employee’s resignation. This not only increased the labour costs but it also showed direct impact in terms of productivity of the employees. Due to these negative consequences Yakka tech decided to increase the pay rate and keep the employees. Moreover, they also offered a share of profit with employees if they work more than two years for the company. This reduced the resignation of the employees, whatsoever, customers complaints did not end.
Q1) What Symptom (s) in this case suggests that something has gone wrong?
It is a fact that something went wrong, due to which this I.T service provider was unable to live up through customer’s expectation. As the business grows, it is likely that the work pressure will be more. Proper management is required to make work pressure less. Moreover, a proper channel of communication from the time of query has been made by the customer and ticket has been issued till the time it
References: 1. http://www.ema.co.nz/Learning/Managing_Customer_Complaints.html 2. http://www.betteremployees.org/turnover.htm