What symptom(s) in this case suggest that something has gone wrong?
In this case, there are few symptoms clearly stated that something has gone wrong for this company. These symptoms can be classified into two main areas; one is the negative feedback from the customers and another one if from its own employee’s job dissatisfaction.
As stated in this case, the customer services business has grown doubled in the past five years as the advancement of technology allowed employees to investigate most software and hardware system faults from the center through remote monitoring. However, as the business grows, there are possibility of increasing work load and pressure that causes the rise of those negative feedbacks from both customers and employees.
First of all, the symptoms that suggested something had gone wrong includes the company was unable to live up through their customer’s expectation. This is shown by the increasing complaints regarding poor quality service by customers. Customers have commented that employees seem indifferent to the client’s problem, not enthusiastic in assisting and helping them. Besides, they also commented that they are receiving slow response to their problem where solving their issue requires the involvement of more than one department. This might due to poor procedure flow. Moreover, their customer also commented that employees are lacking of knowledge regarding client’s unique information technology system infrastructure.
There are more symptoms being detected in employee side which include increased in employee resignations above industry average and employee referrals become rare. Employees are complaining about monotonous work where the work is lacking in variety and interest. Employees also commented that they are disconnected from the consequences of their work, where the outcome of their service is not made known to them. Conflicts that frequently occur among employees with different departments also a symptom that...
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