Order ID:89JHGSJE83839 | Style:APA/MLA/Harvard/Chicago | Pages:5-10 |
Instructions:
Presentation of Change Management to Improve Customer Satisfaction
In this assignment, you will adopt a management role for the company that provides e-courses, as you did in the previous one.
Dissatisfied clients have complained about excessive wait times when contacting the company for information regarding courses they purchased. The organization discovered that the sales and customer service departments functioned in silos after examining the problem. Information concerning new courses, course changes, and terminated courses is not exchanged between the two departments in a timely manner. Furthermore, when information requests are sent between departments, the inquiries are frequently left unaddressed.
The organization set a goal to reduce customer wait times and improve customer service satisfaction, and opted to implement a new technology called Microsoft Teams. The new technology enables a continuous and unrestricted flow of data between departments. Employees from the two teams will be able to communicate at any time, video call, and share screens as needed with Microsoft Teams. It will also be linked to their email accounts and calendars, allowing them to see who is available to answer inquiries at any given time.
Employees will continue to do their current job functions while using the new technology, but they will work closely as teams, share information, and communicate in a unified voice to serve customers.
As a manager, you are accountable for using a video presentation to communicate the change, the reasons for the change, and the change’s goals to the staff. You’ll make a PowerPoint presentation and use the Kaltura Capture Desktop Recorder to record yourself giving the presentation. Refer to Kaltura Capture in the left-hand menu for information on how to record and publish your video to Blackboard.
Identify the changes that are taking place in the firm and how they will influence the personnel for the presentation.
Give reasons and instances for why the shift is taking place.
Describe how the adjustment will benefit them in their current situation.
Length of explanation and answer: 10 slides
Presentation of Change Management to Improve Customer Satisfaction
RUBRIC |
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Excellent Quality 95-100%
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Introduction
45-41 points The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned. |
Literature Support 91-84 points The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned. |
Methodology 58-53 points Content is well-organized with headings for each slide and bulleted lists to group related material as needed. Use of font, color, graphics, effects, etc. to enhance readability and presentation content is excellent. Length requirements of 10 slides/pages or less is met. |
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Average Score 50-85% |
40-38 points More depth/detail for the background and significance is needed, or the research detail is not clear. No search history information is provided. |
83-76 points Review of relevant theoretical literature is evident, but there is little integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are included. Summary of information presented is included. Conclusion may not contain a biblical integration. |
52-49 points Content is somewhat organized, but no structure is apparent. The use of font, color, graphics, effects, etc. is occasionally detracting to the presentation content. Length requirements may not be met. |
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Poor Quality 0-45% |
37-1 points The background and/or significance are missing. No search history information is provided. |
75-1 points Review of relevant theoretical literature is evident, but there is no integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are not included in the summary of information presented. Conclusion does not contain a biblical integration. |
48-1 points There is no clear or logical organizational structure. No logical sequence is apparent. The use of font, color, graphics, effects etc. is often detracting to the presentation content. Length requirements may not be met |
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Presentation of Change Management to Improve Customer Satisfaction |
Presentation of Change Management to Improve Customer Satisfaction