Essays on Customer Service: Black and Decker International Case Study

Download full paperFile format: .doc, available for editing

The paper "Customer Service: Black and Decker International" is a wonderful example of a case study on management. Change is constant and it is necessary for a business entity. This is the same to customer service; it keeps on changing in relation to the changing needs of their clientele. Changing business dynamics may be triggered by external pressures (such as new competition or technology, customer feedback, change in global markets and government legislation) and internal pressures (such as, review policies, employee feedback, pay structures and review procedures) and it important for organization to know when to make the changes and how (Lovelock & Young 1979).

In light of this, it is of paramount importance that customer service is of satisfactory standards while change is ongoing within the organization. Change is characterized by the desire to improve cash flow, processes, customer service and products. When an organization wants to make changes in relation to customer service they must first analyze where they are coming from, their current status and the way forward and this should always relate what their customers need current and future trends (Mills & Moberg, 1982). It is important to remember that organization employees are part of the customer service process and when the organization wants to make changes they need to be communicated to.

When a company engages with various activities of changes they must have a strong team to manage this change. The management should know which direction they are headed by looking at where they are coming from so as to make informed decisions on strategies to apply to ensure that they fulfill their overall mission, objectives and vision.

Customer service and change management are all based on the organization on particular assumptions on the forecasting of customer future trends. An organization can do a wrong predications and this may be costly to an establishment. Change and Managing at Individual and Organization LevelsChanges that are adapted by various organizations will normally deal with two levels that is the individual or organizational level. When analyzing at the individual level of change issues such as; new job description or individual redundancy. Organization level deals with company re-branding or office move.

References

Blacker, F. and Shimmin, S. 1984. Applying Psychology in Organizations. Metheun, London.

Holm-Öste, G., and Norling., M. 2008. Ericsson’s User Service Performance Framework, Ericsson Review, Issue no. 1

Implementing Change, change management (n.d.), Accessed on September 16, 2012 from http://www. solutions4training.com/32.

Jones, G. 1987. Organization-client transactional and organizational governance structures. Academy of Management Journal, vol. 30, pp. 197-218.

Kelley, S. W., Donnelly, J. H. Jr. & Skinner, S. J. 1990. Customer participation in service pro-duction and delivery. Journal of Retailing, vol. 66, no. 3, pp. 315-335.

Lengnick-Hall, C. A. 1996. Customer contributions to quality: A different view of the customer-oriented firm. The Academy of Management Re-view, vol. 21, no. 3, pp. 791-824.

Lovelock, C. H. & Young, R. F 1979, Look to consumers to increase productivity. Harvard Business Review, vol. 57, pp. 168-178.

Marris, P. 1974, Loss and Change, London: Routledge and Kegan Paul

Martin, C. L. & Pranter, C. A 1989, Compatibility Management: Customer-To-Customer Relation-ship. The Journal of Services Marketing, vol. 3, no. 3, pp. 5-15

Mills, P. & Moberg, D. J. (1982). Perspectives on the technology of service operations. The Academy of Management Review, vol. 7, no. 3, pp. 467-478

Mills, P. & Morris, J. H 1986, Clients as partial employees of service organizations: role develop-ment in client participation. The Academy of Management Review, vol. 11, no. 4, pp. 726-735.

Nyberg M and Rönnblom N 2008, Basing the key performance indicators on user experience methods rather than estimations, Wireless World Research Forum, Meeting 21, 13-15 October, Stockholm

Robson, M 1988, The Journey to Excellence MRA International Ltd.

Rodie, A. R. & Kleine, S. S. (2000). “Customer Participation in Services Production and Delivery.” In Handbook of Services Marketing and Manage-ment, chap. 2. Eds. T. A. Swartz and D. Iacobucci. Thousand Oaks, CA: Sage, 111-125.

Tomlinson, B 1990 Managing change in Indonesian high schools, ELT Journal 44/1

Tomllinson, B1988 “In-service training – Is it worth the risk?” The Teacher Trainer,Vol. 2,No.2

Zeithaml, V. A. & Bitner, M. J. (2000). Services marketing: Integrating customer focus across the firm. Boston: McGraw-Hill.

Download full paperFile format: .doc, available for editing
Contact Us